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Caroline862
Beginner
276 Views
Message 1 of 7

Worst service ever!!

I never write on these forums but I'm so frustrated and angry that I'm willing to do anything to get help!!
So I placed an order through Uswitch at the start of November for bt infinity unlimited with free weekend calls and bt vision box & bt sport free. It was working out at £27.99 a month with a free sainsburys voucher for £75! I was with sky and was told by the bt website that they sorted out the takeover of the line and I had to do nothing! After waiting around 2 weeks I had received my bt router and TV box and got a text telling me that my service would be up and running on 23rd November and that I may be without broadband for up to half an hour. So come 23rd November and late on in the day the bt router is working and after contacting bt they said it can take anytime up until midnight. Still nothing the next morning. Call bt and find out that there had been a problem with the order a few days after I placed it and that in fact no one had come out to takeover the line from sky onto bt! They told me that they couldn't take the line until they received permission from Sky and a date as to which they could transfer the line from sky to bt. They also told me I had to ring sky and ask them to set a date for the line to be taken over! I knew this was rubbish as when signing up to bt they had told me they do everything and also sky had sent me a letter saying sorry to see you go and that my new provider will sort everything. So after another few calls between sky and bt with more bt reps telling me I had to call sky and Sky confirming they weren't doing anything to stop bt taking the line I was told to just cancel the order and do a new one.
I placed a new order online over black Friday weekend as bt had a better deal running on their website for the same price of £27.99 but with a £100 prepaid Mastercard. This deal was not with uswitch but direct with bt as I was worried maybe Uswitch was part of the problem first time round.
Get an activation date for 15th November. Low and behold no connection is active on this date despite receiving texts saying it would be set up on this date and after calling bt they informed me that openreach would be doing work on the line and that it wouldn't be complete until the 17th December. The work is now complete and I spoke to bt today and they tried to tell me I had cancelled the order. On verifying my account number for the new order they realised this was not the case. On one phonecall they told me that the problem was me wanting to keep my landline no. I had with sky. I never requested to-do this as I don't even have a landline phone. On another call with them on the 18th they said that openreach would do more work and I'd get a call from they again on 28th december. Since the work they carried out on 17th my sky Internet no longer works and I've had no Internet since then. So much for their claim that I'd only be without Internet for up to an hour. I told the girl on the phone that the 28th was ridiculous and how am I supposed to do without Internet all over Christmas?
Needless to say in both orders I never got a straight answer as to why there has been a problem. It has been left that the girl will fast track my order and I'll receive a call on the 21St with an update which I highly doubt will result in me getting Internet before Xmas. All in all the service has been absolutely disastrous.
I just want my Internet!!!!!!! Someone help urgently
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6 REPLIES 6
Caroline862
Beginner
274 Views
Message 2 of 7

Re: Worst service ever!!

Should read that the bt router wasn't working on 23rd November!
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Distinguished Sage
Distinguished Sage
257 Views
Message 3 of 7

Re: Worst service ever!!

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

 

Nobody on this customer to customer forum can help with this.

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Caroline862
Beginner
252 Views
Message 4 of 7

Re: Worst service ever!!

Thank you!
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Moderator-Retired
247 Views
Message 5 of 7

Re: Worst service ever!!

Hi Caroline862,

I'm really sorry for the problems you are having with your order.

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.

Cheers
OlgaC

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Robin2000
Contributor
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Message 6 of 7

Re: Worst service ever!!

Wow snap just like everyone else who changes over from sky.
BT are you reading this. There is a big problem here. Why can't you just be up front and tell people what can happen.
You state half an hour in your contact email.
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Distinguished Sage
Distinguished Sage
204 Views
Message 7 of 7
Moved:

Re: Worst service ever!!

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