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Leethal24
Newbie
678 Views
Message 1 of 11

Unbelievably bad customer service.

Placed an order on the 20th for broadband. Told us the 3rd of March it would be installed, then changed to 6th then to the 9th then to the 27th and now to the 31st. All with no explanation. I've tried ringing for a reason as to why but can't get further than making a fast track complaint that doesn't ring you back.
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Distinguished Sage
Distinguished Sage
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Message 2 of 11

Re: Unbelievably bad customer service.

@Leethal24

I have moved your post to a new thread, so you can get help from the community.

 

Do you have a working BT Retail phone line?

 

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Leethal24
Newbie
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Message 3 of 11

Re: Unbelievably bad customer service.

Yes the line is working the fine. It's been active since the 3rd

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Distinguished Sage
Distinguished Sage
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Message 4 of 11

Re: Unbelievably bad customer service.


@Leethal24 wrote:

Yes the line is working the fine. It's been active since the 3rd


Did you order normal broadband, or BT Infinity?

 

If you ordered BT Infinity, then you may be on a waiting list if the fibre cabinet is full.

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Leethal24
Newbie
653 Views
Message 5 of 11

Re: Unbelievably bad customer service.

Infinity it was a house move. I've tried finding the reason, but its impossible through customer service. it looks like they have made a new order as equipment delivery on the app is showing 17th of March when it already had equipment delivery on the 28th of Feb.

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Distinguished Sage
Distinguished Sage
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Message 6 of 11

Re: Unbelievably bad customer service.

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.

That will show whether you are on a waiting list.

 

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Leethal24
Newbie
642 Views
Message 7 of 11

Re: Unbelievably bad customer service.

Infinity it was a house move. I've tried finding the reason, but its impossible through customer service. it looks like they have made a new order as equipment delivery on the app is showing 17th of March when it already had equipment delivery on the 28th of Feb.

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Leethal24
Newbie
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Message 8 of 11

Re: Unbelievably bad customer service.

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Distinguished Sage
Distinguished Sage
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Message 9 of 11

Re: Unbelievably bad customer service.

There does not seem to an availability issue, so that the delay is most likely to be due to the volume of work that Openreach have in their queue, as they have to deal with most other Service Providers as well.

 

If you can repost the details after removing your phone number, it would be best, as this is a public forum. A moderator will do if you cannot repost the details.

 

You may be able to get more information from the  Order Live Chat Team

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Leethal24
Newbie
607 Views
Message 10 of 11

Unbelievably bad customer service.

Placed an order on the 20th for broadband. Told us the 3rd of March it would be installed, then changed to 6th then to the 9th then to the 27th and now to the 31st. All with no explanation. I've tried ringing for a reason as to why but can't get further than making a fast track complaint that doesn't ring you back.
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