I contacted BT on 19th August to inform them that I was moving on 1st September and that I wanted the same package at my new home. They wrote back saying that there were problems and I wouldn't be connected until 4th September for which no explanation was given and which angered me. There is a working phone line in the property which was being used by the previous residents only weeks before!
So the day came that an engineer was supposed to come and connect me, so I waited for 5 and a half hours and no one came! No one contacted me with any explanation!
After phoning BT and jumping through the irritating automated phone line hoops yet again, I got someone who as usual was useless and stated that engineering work hadn't been completed, what engineering work! there's a phone line already installed. When I spoke to a so called manager all he did was abdicate responsibility and blame Openreach saying that it was there fault and gave no apology, reasonable or comprehensible explanation. I was told that I would not be connected until the 15th September! Absolutely outrageous. Again no reasonable explanation why an installed phone line can't be connected immediately.
To add complete insult to injury I had been logging into BT with Fon or BTWiFi but found today that I no longer could when I phoned about this I was told that this had been stopped as I was soon to be connected!
Words fail me that this level of complete and utter incompetence is what passes as a so called professional company. They are not fit to run a childrens tea party let alone a telecommincations company.
I have phoned Ofcom and lodged a formal complaint, they told me that the phone supplier is responsible for the actions of Openreach so BT are responisble and that, as I already knew, they were trying to deflect blame from their own incompetence.
BT are the most incompetent company I have ever had the misfortune to use. **Edited** I will cancel my contract and expect to be compensated for the time without a landline or internet connection, and I will find an actual professionally run supplier.
do you know if the previous occupant cancelled their package before leaving as that would delay your conenction. BT cannot just take over an existig line if it has not be cancelled by previous bill payer
I'm really sorry for the delay connecting services at your new address.
The best thing for you to do would be to contact our order specialist team and allow them the chance to put things right. I will drop you a private message now which will include the link to the order team whereby you can chat with them online. This order team is based in the UK and will own your complaint until everything is sorted out.
Should you have any further problems after speaking with this team please let us know.
I used the link you gave me and despite being told the average waiting time was 03.30 minutes I had to wait 25!
I was told that there were engineering problems and that I won't be connected on 15th September as I had been previously told, oh no! That is the date that supposedly someone from BT will contact me to give me an update, could be any time up to 8pm! Well isnt' that just great customer service?! As I waited 5 and a half hours for an engineer who never turned up I won't put too much faith in BT contacting me on 15th.
So I still have no idea when my phone line will be connected or I will have a broadband connection, by the way things have been so far I could have been without both for nearly a month despite plenty of notice from me.
The worst company I have ever used!
Thanks for posting back!
We'll be happy to pick this up and manage your complaint from here. I'm not saying that we'll be able to speed this up but we will keep in touch until you're sorted.
You will see our contact link in my profile under the "about me" section. You'll find it by clicking on my username.
BT WiFi Down yet again, I have to pay for 3g dongle access again as I have no broadband connection.