I've been trying to order BT unlimited broadband for several weeks. Despite telling them in several phone calls and emails that they had the wrong address for the phone line they assured me that all would be well and a new hub would be sent to the correct address and the engineer would be directed to the correct property. This turned out to be false as the new hub wasn't sent out and the engineer of course went to the wrong address.
I raised an official complaint, well actually I tried to raise it several times but was fobbed off until finally someone gave me a complaint number, a manager then rang that day to promise me she would 'train' her staff to not lie about having fixed the problem when they hadn't. She than promised that she was on the case and that a specialist reorder team would ring me before 8 that evening. This of course also turned out to be false. (maybe she needed to train herself ?)
The next day I raised the complaint again and was told that the previous managers senior would ring me that day and that the specialist troubleshooting team would ring me before 8pm that night. This of course also turned out to be false.
Finally received a text to say 'your case has been passed to the Dundee Trouble shooter team. One of our advisors will contact you by 8pm' the next day. This of course also turned out to be false. (anyone spotting the pattern?)
I think I will cancel the order and try Plusnet, as surely they can't be as incompetent ?
I have asked a moderator to provide assistance, they will post an invite on this thread.
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I am really sorry that you have had so much trouble with your order. I'll be happy to get involved and make sure we get everything sorted out.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thanks for your time Craig however I have now cancelled the order now and intend to get broadband with another provider and take my phone service over to them.
When I rang today to cancel the broadband order and to check that my complaint was still being progressed I was told that they had closed the complaint as 'resolved' <------ RESOLVED ? When I queried this I was told that when a manager is tasked with calling the person about the complaint then the complaint is closed ? (even when the manager hasn't actually called yet). Fascinating don't you think ?
I'll tell you what, I will contact you with what should be the straightforward task of making sure that my phone line is registered to the correct postcode and then report back to the forum whether this is actually managed (as this is the route of my problem). Then I may consider ordering BT Broadband.
Its quick and easy.....unless BT have the wrong postcode and don't seem to have anyone capable of changing it ?
Now I have placed this request with the Mods (who do seem highly respected) on the 06th Feb. I await this to be corrected with baited breath !
Just an update for everyone.
David (from the moderators team) has contacted me as he is attempting to get Openreach to change the address they have on their system. As yet he hasn't had a reply from them. Its interesting that David knew what the problem was when the 10 other people I have dealt with including a Manager and a Supervisor didn't ?
DavidM ? Don't know if you will read this, but you said you phoned and left a message. However neither my landline nor mobile had a message left on them ?
Also, no-one has contacted me back about my complaint, so hand up who thinks that it was actually just closed ? I shall ring BT later and ask them and post their response/evasion later.
Go with Plusnet, for sure I am.
They have been voted for best customer service last year. At the least their customer service is not abroad.
Further Update - Openreach still haven't got back to the Moderator about changing the address and he is now away until the 18th.
That makes trying to get BT to change an address from the 14th January (when I first placed the order and told them the address needed changing) to now and counting.
Now awaiting a return pack for the Hub. This is the Hub that I only received because I contacted a sympathetic Royal Mail at the beginning of the debacle. They managed to redirect the package, sadly the engineer was not so easily foiled and bravely stuck to his guns and tried to install broadband at the wrong address despite being rang up at the time to tell him it was the wrong address.
Maybe its me ?
Trying to return the hub has now become a complete farce, one bag has been sent to the wrong address where the guy is now 'destroying' anything else that comes through as he is so sick of BT sending him things that aren't for him.
The replacement bag that was promised to absolutely arrive on wednesday at the latest, to the correct address, has of course NOT arrived. I'm now looking forward to the moment BT will try to bill me because I haven't returned the hub within two weeks.
ITS POSTING A BAG, COME ON BT...YOU CAN DO IT