Has anybody else had a disastrous home move experience- and if so how was it resolved? I notified BT 2 weeks before a home move. I placed the order online, confirmed on screen but I didn’t receive a confirmation email. I called a couple of days later and was told the order had been declined for no apparent reason, so the BT Guide cancelled it and placed a new order, which was confirmed. They checked the service at our new property and said I’d be able to plug in the hub when we arrived and no engineer or new equipment would be needed. I was assured that if there was an issue out my mini hub would be activated. In the meantime the WiFi discs and welcome pack would be sent. Emails confirmed this and also confirmed a new mini hub would be sent.
Moving day (26th March) arrived. We tried to set up on evening of 27th but the broadband cable for the hub didn't fit the socket in our new home. The new mini hub had not arrived and the old one had not been activated. I called BT first thing on 28th. It turned out the new mini hub and Welcome Pack had been inexplicably delayed and were being sent to our old house, where they were no use to me at all! The wrong mini hub had been activated and despite her best efforts the BT Guide couldn’t get our old minihub activated. She ordered a new broadband cable, which would arrive on 31st March, cancelled the equipment going to our old address and had a new mini hub ordered, to be delivered before 1pm the next day. She said I’d get a text from Royal Mail confirming this.
I didn’t receive a text so called BT again that afternoon to be told that the mini hub wouldn’t be arriving until Tuesday (1st April). No explanation was given for the untruth I’d been told earlier. I suggested I could buy a broadband cable from Amazon so that I’d be able to get online the next day and helpful guide told me exactly what I needed to get and refunded the cost. Relieved, I asked him to double check that broadband had definitely been activated - and disaster, the person I’d spoke to in the morning had and actually cancelled the whole order, so we had no service at all. The exasperated BT Guide set up a new order (now with a start date of 3rd April), but after being initially confirmed it was rejected by Openreach. He couldn’t deal with the issue so had to pass me on to another team. We’d been on the phone for over an hour by now.
So - I was handed from Dylan to Johnny, who set up my order for the third time and he was delighted when it through. He put me on hold while he checked it was all ok … the length of time I hung on didn’t bode well. Sure enough, when he came back to me he said the order had not gone through to Openreach and somebody in a different team was going to have fix an error for it to go through. In the meantime he tried to find away to get our minihub activated to no avail. He said he’d call me back which a date (I’d been on the line for over 2 hours by now plus 1 hour that morning!).
20 mins later I got a text from Johnny saying he’d tried to call me. He hadn’t. I’d been sitting with phone in my hand the whole time. He said I needed to phone move team and get out through to a specialist team - the notes were on my file. I tried, but the wait time was estimated at 40 minutes - then, suddenly, the mini hub came to life and we were on line (but sadly this lasted just a couple of hours and it was deactivated again).
I called again, waited just 20 minutes, was put through to the mysterious ‘specialist team’ who fixed the error, which involved cancelling the order, and they put me back to the move team to place another order. So, I had to go through the ordering process for the 4th time … only to get the end and be told that Openreach had rejected it again. I was advised to wait 24 hours and call back to set up a whole new account as this one couldn’t be fixed - but activation will take 2 weeks!
In the meantime I’ve received an EE sim that I didn’t order (I’m O2 mobile) and a text from Royal Mail saying a mini hub will arrive today (I was told it had been cancelled - but who knows, maybe it will work).
I’m about to make the call to set up a new account today, with no hope of happy resolution and I’m at my wits end … seriously considering going with another provider. Has anyone got any advice before I make the call? Thanks in advance and apologies for length if post ….
