Upgrading to Fibre - dreadful service

[Russ6010]

Ordered an upgrade to my BT broadband on 15th October changing to Fibre, status never changed from pending. The changeover was going to save me £50 per month. The day prior to changing over, I telephoned BT who advised this is going nowhere. Our system is now seeing it as a mid contract change, we will cancel and can you ring again in a few days. This is so poor! Please advise how you complain to OFCOM !

[imjolly]

Did you try and set up a new BT broadband package instead of upgrading your existing contract -  like new customer instead of existing customer upgrading

OFCOM will not help after a few days and just record your message.  You would be better contacting CS 03301234150

[Russ6010]

As the online process was not clear, I made the dreadful mistake of calling BT and speaking to a Human Being. Everything was done with their adviser on the phone.

Even today when trying to sort, they ask me if I am happy with Sky and how much I pay for TV. A sales machine only, quality customer outcomes non existent. And I have to phone them again! Appalling!

[imjolly]

So not existing BT customer but with SKY switching to BT.  Were you switching from FTTC with SKY to FTTP with BT?  Were you keeping your phone number? Do you have SKY TV with your broadband package?

[Russ6010]

I am an existing BT and Sky customer. My TV package is Sky, my Broadband has been BT for years along with the phone. My Halo contract was finished, my BT Sports subscription had increased and I was upgrading my existing BT Halo contract to Fibre. 

[imjolly]

My package is similar to yours so this has nothing to do WITH SKY as that is for TV only. So should have been a simple phone call to BT retentions and arrange upgrade to full fibre assuming that is available to you. As that is not automatic did you Check you can get full fibre (FTTP)?

[Russ6010]

Yes, got an email confirming full fibre was now available. That prompted the call to BT. The initial person I spoke to, did not seem that confident about what he was saying on reflection. Initially he wanted me to go to 1GB speed, but I advised I no longer work. We settled at 500gb, changed phone package, same number, continued BT sport through my Sky box so I agreed. Then it all went wrong. Can’t believe I have to call them back. Will reflect on overnight but will consider ditching BT entirely, albeit Sky service is not great when things go wrong!