I placed an order for a BT Infinity on 05/09/2017 and got written confirmation that we'll be getting broadband service activated on 14/09/2017. However, we didn't get the connection on that day and didn't even receive a communication from BT explaining why we didn't get the connection. I called BT on the following day 15/09/2017 at 08:00 am and spoke to three different people, one supposedly a manager. They mentioned that an engineer needs to do some more work on our connection and that some other company BT is working with is sending an engineer to look at our connection on 21/09/2017 (which is a week away from the day we were promised broadband). BT representatives further mentioned that even after that work has been carried out on 21/09/2017, BT would have to do some more engineering work to give us broadband. To our frustration, the customer service agents we spoke with were unable to even give us an estimated day of when we'd have broadband at our home. For all we know, we could possibly be left without broadband for months - very likely for weeks.
I made repeated requests to the BT representatives to contact the installers and get a sooner installation day, however these requests were refused/neglected. We have moved to a new home and have a lot of things to sort out online. We are unable to do any of these things without an Internet connection and are extremely frustrated about this situation. To make matters worst, the phone line, which we never use, has apparently been activated and we'll be billed for something we never use, whilst we are not provided the broadband service we do need so badly. It was difficult to deal with BT representatives as they showed no sign of empathy and they didn't seem to want to make the installation faster for us, or really help us in any way. All what the "manager" could offer was a £ 30 credit to our account to buy a dongle. However, this amount is not nearly enough to buy a dongle and pay for mobile broadband for the period we'd be left without internet (which would at least be two weeks from what I understand). Mobile broadband is extremely slow anyway, which is why we ordered home broadband in the first place.
In short, we are extremely frustrated and disappointed about not having a broadband connection at our new home. We will be billed for a service never have, and we'll have to pay out of the pocket for mobile broadband. We don't even know when we will have the broadband connection at home. All this is due to no fault of our own. Because I was so annoyed as helpless, I asked whether I could cancel to connection and got the Virgin or something. But if I do so I have to pay a £ 60 fee according to the representatives, this is for a service I never had and never used, and wasted so much of my time and energy.
Can anyone advice what would be the best way to make a complaint and obtain a resolution + compensation?
Welcome to the community and thanks for your post!
I'm sorry for the delay connecting broadband at your new house. I'm confused as to why it's taking so long to provide you with broadband. Normally, from previous experience, delays can happen to install the line before getting broadband connected but I see you've mentioned that the line is connected so I'm stumped at the moment to be honest.
Can you send over your details so that we can take a closer look at your order and understand what's causing the hold up? Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.
Thanks for your reply. Well, the customer service representative I spoke with told me that the phone line has been connected (if you'd like to check the records, the conversation with your customer service representative happened on 16/09/2017 at 08:00 am) But I have no way of testing it - I don't have a handset as we never use the landline. As mentioned in my original message, we ordered this connection for broadband use only.
I have sent you all the details as requested. I'll keep this thread updated as well for other readers' benefit.
I really hope that this will be sorted out soon and nobody else has to deal with this kind of frustrating situations.
Unfortuately be prepared for a long wait. It took me BT 4 weeks to activate my broadband from the date I was given as my activation date with numerous excuses given and passed from team to team.
I too was advised and given £30 for a dongle. I purchased one but then had to keep getting top ups at my own expense. When I eventually got my broadband activated and asked for compensation for this it was refused. So I took it to the ombudsman ADR and proved I had spent the money on mobile wifi top up and they made BT pay for this. I also did not have to pay for broadband whilst it was not activated and was given money for this period of non-activation.
Stick to getting the complaints raised, keep a record and use the ombudsman ADR if BT dont sort it out. Keep the pressure on and BT may look at this issue of people not being connected on time as a higher priority to solve if it affects their profits.
Thanks a lot @Zed13. That information is very helpful.
I still haven't heard anything from BT. My initial mobile broadband topup has already run out. I'll have to keep buying new topups at my own expense too. Not to mention the continuing hassel and frustration.
I'm definitely going to take this to the ombudsman ADR if I don't get an acceptable solution from BT soon.
Thanks for sending over your details. I tried calling today, sorry I missed you. I've been in touch with our suppliers who have reappointed the engineer for Wednesday morning between 08.00 and 13.00. The initial delay was caused by a fault at the cabinet which required specialist engineers to resolve. Once that was completed it's just a case of getting the next available slot which we have booked for you today. Your case handler will be following up on Thursday to check if everything has been sorted.
Thanks for the update. Actually, our broadband has been activated now. I'm not sure why it doesn't show up on your system. So please cancel any pending engineer appointments. I'll call BT customer service and let them know as well.
Thanks for getting back to me. I'm really glad to hear you're connected. I've updated your case notes confirming your post so your case handler knows the order is completed and will cancel the engineer visit for you.