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jchristie237
Beginner
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Message 1 of 13

NEVER EVER AGAIN WILL I USE BT!!!

I ordered a package on the 26th of October to activate on the 27th November. Can you guess when it activated? Well it hasn't. Nor will it until the 6th of January. So no tv over Christmas. No connecting the children's new iPad to the WiFi. Just a load of ridiculous promises of ownership. Scripts that don't answer the questions you ask and call backs that never happen. It has been, without doubt the worst customer service I have ever known. BT you should be ashamed! I don't know how you can function as a worldwide company that can't even flick a switch at the end of a street. There is also the email to wait for an engineer that was a mistake and a wasted day. Being hung up on. I would actively advise any person who stated they were thinking of moving. Furious is the most apt way of describing how this while experience has left me feeling. Rant over. Back to trying to sort this mess out.
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Distinguished Sage
Distinguished Sage
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Message 2 of 13

Re: NEVER EVER AGAIN WILL I USE BT!!!

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Distinguished Sage
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Message 3 of 13

Re: NEVER EVER AGAIN WILL I USE BT!!!

Hi sorry about your problem there is a lot more than an Openreach engineer flicking a switch at the end of a street if you were ordering Infinity it sounds like it may be a cabinet capacity problem which would affect all providers not just BT the moderators once they contact you here should be able to help you get this problem resolved
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Moderator
Moderator
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Message 4 of 13

Re: NEVER EVER AGAIN WILL I USE BT!!!

Hi jchristie237,

I'm really sorry for the problems you are having with your order.

The best thing for you to do would be to contact our order specialist team and allow them the chance to put things right. I will drop you a private message now which will include the link to the order team whereby you can chat with them online. This order team is based in the UK and will own your complaint until everything is sorted out.

Should you have any further problems after speaking with this team please let us know.

Cheers

 

Robbie

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cinnamon009
Beginner
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Message 5 of 13

Re: NEVER EVER AGAIN WILL I USE BT!!!

Completely agree with everything you say. I am having identical problems. BT should make people aware that it there may be issues getting connected but they don't until you have already signed the contract. I have been without broadband and catch up TV for two weeks now. The call centre is appalling.

 

Since researching the problem I have found LOTS of people with identical connection problems, some of whom months later still have no braod band. I'm contacting trading standards as BT should not be able to get away with promising an easy switch when the reality is hundreds of people are not connected within a few hours of their sky service cancelling. They should make it clear prior to you signing a contract that that you will have no idea when the service will actually work and major cabling may be required. It's the false selling that is disgusting. And yes Mods I know you will defend the appalling service but the constant sorrys aren't putting anything right or getting anybody connected. There should be some way of stopping any others signing up blind. IF someone had told me of the hassle required for the swtich there is no way I would have signed up. Why do BT think the misselling is ok?

Distinguished Sage
Distinguished Sage
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Message 6 of 13

Re: NEVER EVER AGAIN WILL I USE BT!!!

@cinnamon009

You have already been offered help on this post, please do not hijack existing threads. Remember, this is a customer to customer help forum

 

https://community.bt.com/t5/BT-Infinity-Speed-Connection/Re-Worst-service-ever/m-p/1569762#M197552

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Message 7 of 13

Re: NEVER EVER AGAIN WILL I USE BT!!!

Thanks for the useful update cinnamon009
Robin2000
Contributor
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Message 8 of 13

Re: NEVER EVER AGAIN WILL I USE BT!!!

@cinnamon009 Thank god it's not just me that thinks BT are mis selling. I too was sold infinity broadband but can not have it due to no available capacity. Now I have had to sign up again but to copper ADSL and pay again too. 

Connection date now is 5th January so no Online TV, cloud services, Skype or online gaming for the kids. It's turning into a good Christmas. To fork out over £400+ just before Christmas is no easy thing.

jchristie237
Beginner
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Message 9 of 13

what is going on?

I came on here in December at my wits end in regard to ongoing problems with getting connected. After finally getting everything up and running I have (for the second time) been sent an email to say I am being charged £75 for leaving BT and will be disconnected on the 19th. I am currently on Holiday, a time away from work and stress and I am reduced to tears. After 3 months, 42 emails, over 10 hours on the phone, I'ts still not over. I've handed the complaint to Ofcom. BT kindly wrote to tell me they hadn't dealt with it in time but were trying! But I could go to Ofcom. Why not just sort out what ever is goign on within your company? It took 4 orders to get me up and running. I had engineers not turning up and then coming when I was already upa nd running. I've had two sets of kit, then a rude call saying I must return it or they won't sort out my issue. I didn't ask for it! It took from Oct 26 -ordering date, to Jan 22nd to get everything working, and now it will be disconnected. Why is the customer service so poor? This whole experience has left me feeling utterly distressed. I cannot think of a better way to put it. Can someone please advice how to stop the process of disconnecting online, before I get home?

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Distinguished Sage
Distinguished Sage
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Message 10 of 13

Re: what is going on?

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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