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Message 1 of 2

Terrible Customer Service

I have copied this email in here below as i am at my witts end in regards to getting a decent level of customer service


Dear Mr Livingston,


Sorry to disturb you but It pains me greatly to me to inform you of the incredibly poor customer service I am receiving from your company. As the Chief Executive of the company I thought I would bring to your attention what has been happening. I have recently ordered the BT Home hub and phone line installation.

On Wednesday 30th January BT posted home hub kit to wrong address that was incorrectly put on the system. Quirkily the installation of the phoneline by the site engineer goes through perfectly fine at the correct address, as well as letters by BT arrive at the correct address (bar some minor problems with the phone line equipment at the pole)

I phone up in the evening and after spending hours (quite literally, at extortionate cost from a mobile phone as i have not had the phone line activated yet) trying to navigate the automated system to talk to an advisor (which only seems to happen if you talk to sales and not try and track any current orders). I request a redelivery to a separate address (as no-one will be in to pick up the parcel), and to change the incorrect address to the correct one.
After being cut off during calls more than once and also talking to one service staff that flat out refused that my order was on the system, which after 15 minutes of arguing the order finally appears. I get told that this is impossible as the post code does not exist as Royal Mail do not recognise it. This is a lie as we have just moved house and used Royal Mail to redirect the mail to this address.
As i am at an impasse between the "computer says no" mentality of the call centre staff l have to give up as the time spent on the phone discussing this is getting nowhere.
I get assured that this has been sorted and a redelivery for Friday is available.

Friday 1st February comes around and I call up to make sure that the delivery address is correct. It transpires it still had not and they have also posted the kit again to the incorrect address that I’ve asked to be changed.
So I have now asked again for the address to be changed again (which has somehow recognised that the postcode exists, where it didn’t before) and have requested email confirmation of what has been done. Unsurprisingly this hasn’t been done either.


I complain to the standard complaints department and receive a very courteous call back with regards to my problem and have £10 credit applied to my account as means of recompense for the problems and I am then assured that come the following Monday I will have the BT home hub kit and be able to use the broadband.


The Saturday morning I receive an email picked up via my phone that I have cancelled my service and that I am to post back my home hub kit (that  somehow has mysteriously arrived at the address on the Saturday morning). I phone up customer services to ask then why this has happened and get told this is an error and I should not worry about it. I then get told my status has been raised and the broadband will be completed by Monday


The Monday comes around and I receive a phone call from the customer services about the broadband order and that I will receive a follow up call within 30 minutes to give me a definite date of when it will be activated, I wait 2 hours and have had no call. I decide to call again at my workplace and after 30 minutes on the phone to the customer support I finally get told that they can’t give me a date and I will receive a call within the next 24 hours to give me a date when my broadband will be activated

As you can probably understand I have absolutely no faith in getting a call or any definite date of when I will get my broadband activated. Your company seems to have systematically failed every time and again to put a service in. A service I might add that my next door neighbours have.


This has now taken up many hours of my work and personal time as well as mobile phone bills to try and rectify this situation. A situation that is still far from complete and one that I imagine will be running on for a long time. I will also forward this to the Ombudsman as I believe I have been treated totally shambolically.




 D Pacey

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Distinguished Sage
Message 2 of 2

Re: Terrible Customer Service

This is a customer to customer self help forum the only BT presence here are the forum moderators posts made here do not go directly to BT 



I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them

They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress

They are a UK based BT specialist team who have a good record at getting problems solved

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