I am now writing on this forum as I no longer wish to speak to BT order management or connections teams.
Before I start the horror story, I'll say this is the most horrendous experience I come across with BT.
One of my close relative is moving into our house for 1 year and rather than we share our phone line and broadband with that person we want that person to have new separate phone line and broadband in his name means a new BT account in his name.
He called BT team and asked BT if he can have a new connection in his name in the same property without touching or amending the existing phone line and account. Whilst speaking to BT advisor he made this very clear and reiterated that this need to be a new phone line with a new socket in the property and under a new BT account which will be under his name in the same property where already a BT line exist. BT advisor advised that this is possible to setup a new line under a new account without any amendment to existing account in the property.
After this confirmation my relative placed the order and next morning I got an email from BT saying "Someone wants to take over your line", so I called BT and explained everything again this should not be takeover of existing line and this should be a new account in my relatives name for a new phone line. The guy on line said that seems my colleague made an error and you need to ask your relative to call BT and we'll cancel this order and then process a new one. My relative called BT and explained everything again and then given new order number. Next thing I got the same email "Someone wants to take over your line".
Than followed the same steps, my relative called again and 3rd time placed the order and this time BT assured that they have done this correctly. Yes I didn't get any email saying "Someone wants to take over your line", so thought may be 3rd time BT did this correctly and my relative been given 6th of Feb as date for installation of new phone line.
On the morning of 6th of Feb, I got the email saying "Your BT service is ending" and we are sorry you are leaving. To my horror surprise BT did the same, stopped my phone line and closed my account, the 10 year old account which I never asked to close.
Yes, on 6th of Feb my relative got his new socket and new phone line installed in my property whereas me being the property owner have no phone line and no broadband because BT stopped and closed my account.
So I called BT on 6th of Feb and asked why my account is closed which I never requested and asked to re-activate my account and phone line but I been told that this can't be done and BT can't reinstate my account and phone line. The BT guy on phone apologized to me and advised that he needs to put a new order for me as a new customer with a new account. I accepted that and I been given 19th Feb for installation of new line. Engineer visited the property on19th Feb and give me a new phone number and I been advised to wait 24 hours for broadband service to activate.
I waited one day and called BT again and to my surprise I been told that we can't even find your new number in BT's system whereas I was using the same line to call BT and BT advisor confirm himself that new number is working. So I been advised that this needs to be checked by data integration/off line team and they will call me back and will advise when broadband will be activated. Never got the call back and when I called BT again I been told that engineers have closed that order and because there was an issue which never been explained to me what was that issue. All that advisor did is to apologize and assured that someone will call me back.
Again no call back or anything just got a text on 23rd Feb that a new order has been placed and yes I got a new order number. I checked my account online and find that as per this new order engineer's appointment has been booked for me on 1st March which never been asked if this is convenient to me so I booked a half day for 1st of March but this horror doesn't just stop here because on 27th Feb I got the text from BT saying
"Sorry. Your BT order's delayed. Your new engineer visit's on 09 Mar 2018 between 8am to 1pm. If you can't make it, you can change it at bt.com/ordertracking/?order_id=VOL013-xxxxxxxxxxx. If you've ordered any other services, they'll start within 24 hours of your new appointment. We'll let you know when they're ready for you",
BT didn't even bother to call me to inform that engineer's visit has been re-scheduled.
I called BT unhappily on 28th Feb and I been given this explanation that engineer's team can't fulfill my order for that date even though I been setup as priority customer and also even when I have put an official complaint.
BT advisor apologized and gave me this assurance that he has filled a expedite form if engineer's team give this order a priority and also advised that someone will call me back as expedite form took 4 hours to respond. Till this day no one called me from BT
So now I have to book another half day for 9th of March.
I am extremely unhappy with this appalling service from BT where we give BT new business in the form of a new account however BT stopped my account and the service and till date unable to setup a new phone line.
I am supposed to be on call twice in a month for my work which I could not do in Feb and things don't look much hopeful in March because still line is not up & running and I don't have any broadband working at home. So I have to come off from on call which means I lost on call money for month of Feb and lose again for month of March because of BT's failing to fix this issue.
I hope anyone from BT will read this post and may be sort this.
Solved! Go to Solution.
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.
I am so sorry to hear about your experience. None of that should have happened. We'll do our best to help you get everything sorted. You can reach us by clicking on my username and viewing my profile. You'll see a link saying "Click here to contact the mods". Click that and complete the web form. Once you reach the top of our queue we'll get in touch to help.
Thanks for reply however I can't see that link even though I am logged onto forum.
Now the link is visible and I sent the details in the form.
Thanks for this and I look forward if you can sort this now.
I was advised by one of forum mods that they'll call me on saturday once the new line is active on 9th March, till now haven't got any calls.