Hello all, I apologise in advance for the long story.This starts with an issue with a fibre order but I have placed it in this forum for reasons that will become apparent.
On the 8th of Dec, 2017 I placed an order with bt for FTTP. On that same evening, I received a phone call from BT saying my order had been cancelled due to an error by them, and the order had been re-submitted, with an engineers visit scheduled for the 29th of December. Some days later, I noticed on the order status page that the Fibre order had again been cancelled and the engineer visit had been cancelled. I duly contacted BT, and after some weeks of investigation, it was determined that there was a problem of some description at openreach's end and it would be passed on to a senior investigation team.
Fast forward to the 29th of January (no more contact from BT re fibre issue to this date), I discovered that my phone line was dead as was internet connection. I found an e-mail from BT in my inbox which read that my landline and broadband accounts had been cancelled and, as I was in contract *, I would be expected to pay £352.57 for the privilege.
* I'd like to make it clear at this point that at no time did I request BT cancel my account, and the only active contract I had / have with them was the order for the fibre, which has not been installed, otherwise I was long out of contract.
I also discovered they had taken an additional £59.99 out of my bank account on top of my usual bill, the connection fee for the fibre and hub, despite the fact that the only fibre I've had near my household is the shredded wheat I have for brekfast.
I rang them up that evening, and after trying to place blame on me, they were forced to admit that the FTTP team, for reasons known only to themselves, had cancelled the line and internet. After some 45 minutes on the line being passed from dept to dept, I was told that problem had been passed to technical dept and I would be contacted within 48 hours.
2/02/2018 - Having had no contact as promised, I rang again and after again explaining the situation, and 25 minutes on the phone, I was told that problem had initially been passed to wrong dept, and was now passed to correct dept and I would be contacted on the 5th (no one at BT works weekends apparently).
05/02/2018 - Waited until 4pm, and phoned BT. After AGAIN explaining the situation, and spending 20 minutes on the phone, I was told I would be fastracked for reconnection.
06/02/2018 - Received a text from BT to say service was up and running. No internet, and no response when I dialled landline number. Discovered that without consent, or bothering to inform me that they were going to do this, BT had given me a new number, but hadn't bothered to restore internet. I've had this number for some 40 years, I, quite understandably I think, did not wish to have to phone around to various places to change the contact details I have registered with them.
I also discovered that a new order for fibre had been submitted by them, and the engineers visit and fibre order once again cancelled by them.
Rang up BT, systems were down and no one could help me. Rang again some time later and was told as the fibre team was dealing with the fault, I would have to be put through to them. As there was no answer at their end, after some 20 minutes, I was advised to call back netween 3-4pm.
Duly rang up, and a 35 minute phone called ended in my being promised my old number restored within 24 hours, my fault escalated to management, and a phone call within 48 hours to discuss reconnecting my internet.
07/02 - Text message received to inform me of a "slight" delay in restoring my phone due to "unforseen circumstances"
08/02 - Promised contact from BT did not happen.
09/02 - Sent text to case worker requesting they expand on what "slight delay" and "unforseen circumstances" meant. Was rung back from an overseas call centre on a very poor line, did not receive requested explanation, and was told I would be contacted on the 12th.
12/02 - To be fair, someone did try and contact me but I couldn't reach my phone in time. Rang back, and after once again having to explain the whole thing, was put through to a very polite CS person.
I'm a pretty laid back person, I've been unfailingly polite and patient with BT staff at all times, and to be fair, though they seem to promise you anything to get you off the line, they have been unfailingly polite in turn. But, this is the bit that has really annoyed me.
The CS rep made all the right polite expressions of sympathy, told me that 2 weeks of my having to phone them up to chase them to reconnect me after THEIR error and the lack of contact was unnaceptable, that the £59.99 taken from my account would be refunded, told me he was now PERSONALLY taking charge of my complaint, told me was e-mailing my caseworker who should reply that day and that regardless, if I gave him 20 minutes to see what was happening, he would ring me back regardless to let me know what was going on. I said "yes but will you as I've been promised to before", and he said "I WILL ring you back, I want to follow up on this".
As of today, some 30 hours after the 20 minutes expired, that member of staff has still not rang me back, nor did my so called caseworker contact me. I have a phone line that is working, but pointless as anyone who might ring me does not have the number, I have no working internet save the agonisingly slow Voda GPRS service I'm using to write this message. It seems the fibre order will continue to go round and round in circles or orders and cancellation until the end of time, and I have absolutely no doubt, despite assurances to the contrary, assurances which I now have little faith in, my bank account will have £352.57 on top of my usual monthly payment to BT taken from it at the end of this month unless I cancel my DD, which is a very real possibility as I can ill afford to see that amount taken from my bank, particularly as I owe them no such thing.
My time is at least as valuable as anyone else's, and a great amount of it has been wasted over the past 2 weeks (months if you count the fibre order) on something that could and should have been sorted after a 5 minute phone call. The line and internet has not been physically disconnected, just on their systems so I can't see why all this palaver. I honestly have neither the time nor the will to ring BT again, explain the whole thing once again, be passed around from pillar to post again, promised to and outright lied to again.
So, does anyone have any advice what I can do about this? If I had been told I would have to wait X weeks for reconnection from the onset, then it would have been fair enough. I wouldn't have been thrilled, but fair enough. But I've had more than enough of this now. I have a mother living with me who is not in the best of health, things like facebook and youtube, shopping and various other things on the internet provide a much valued way of passing time for her, and if I'm being honest, for me also.
Any advice greatly appreciated.
have you been contacting the FTTP team on 08005874787?
Hello, thanks for the reply. Yes after the initial call I made, subsequent phone calls were either made direct to the FTTP team when I could get through on that number, or connected to them via CS at my request when I couldn't..
I made one last attempt last night, and spoke to a lady called Frankie, who rather unfortunately and as it turns out undeservedly (apologies), copped a bit of the frustration and bad feeling that her colleagues have generated.
As of this morning, I have my old phone number working and my internet restored as promised, she also called openreach there and then, and they said the the cabinet is full to capacity which is why my order keeps getting cancelled, so at least I know where I stand, which is all I wanted.
The billing issue remains to be seen, as a different dept has to handle that.
Many thanks again for your reply
FTTP has nothing to do with cabinets at all. You will have to keep chasing the specialised FTTP team to get things sorted for your fibre connection.
Hello Conrad, thanks for your reply.
Yes, I suspect I'm being fed a line of BS as well. I'm going to wait until I see a few people locally having fibre installed, then ask them what their order date was. If it is after I have been told "full to capacity", and I know for sure, then it's going to become a matter between BT and my solicitor.
BTW, what prompted my angry final phone call to BT 2 days ago was noticing yet another order for fibre (3rd order) being placed on my account, which was once again cancelled on the same day. It seems, according to the text I received this morning, I have yet another smart hub on the way to sit alongside the one which has been gathering dust since December despite my having told BT of the error.
I have honestly never dealt with a company that treats their customers with such utter contempt. I suppose they are so big they can afford to alienate a few customers. Well, pennies can build up into pounds...