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ordered BT infinity option 2 & phone on Monday 15th Nov, completed everything including my Mac Code from my current provider O2 (whom I have home phone and broadband with). Got a text the next day asking me to call BT with my mac code. I did this and informed them of it again. I then get a call yesterday (which went to voicemail) saying they 'just wanted to confirm that I was cancelling my order' and that they would call me back today (they didnt). Called today and spoke to someone in customer service who has updated the notes on my order and also informed me that my engineer visit had been cancelled and that they cannot amend the order as it is a 'back office' team who cannot receive calls (great).....
so I am stuck now with a cancelled engineer visit which means I will no doubt lose my appointment (2nd dec) and I cannot speak to anyone to rectify the situation.......way to go BT, if this is the way you handle customer service I'm surprised you have any.
Hi Cao and Zarf2007
I can have these orders looked into for you to find out what is causing the problem.
Send me an email with the subject (BT Infinity Order problems) to the email address in my public profile, please include your BT account number or Telephone number. Should you not have either please include the order refs you have been supplied.
Please also inlclude a link to this thread.
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so have done that and still no change. The annoying thing is everyone I speak to at BT can see that part of the order is cancelled (I still get a phone service wooo-whoo!!) but noone can change the bl**dy order!
I am slowly running out of patience with BT.
well, I finally cancelled my first order just so that I could place a new order in the hope that that one goes through. Great thats 7 days wasted for nothing!
Got put through to an ignorant stroppy geordie idiot (she wont be reading this as shes too thick) who answered the phone "HELLO, HELLO, HELLO!!!" (I am not joking) and then scolded me for losing my temper after the fool couldnt event find my order......she eventually cancelled the order so will give it one more go and if that one is cancelled they can forget it.....
I have never dealt with such an unprofessional company, if it wasnt for the fact that they are offering the best FTTC deal at the moment (something to do with a monopoly I think) I would have told them to shove it by now.
Other ISPs are offering Fibre products. The install is still by BT Openreach but you do not have to buy from BT Retail. BT Infinity is the cheapest I found though.