Having read some of the earlier posts my experience may be similar to others.
Last October we recieved a moving in date for our new build home. Trying to be organised I used the BT home mover online service, securing a date of 16th November to be connected for phoneline and internet. Easy, I thought.
Come the big day, I was at work and my wife at home waiting for BT. I checked my emails only to find that BT couldn't do it and had moved it to 26th March! Not happy! Much discussion later it as found that although the work at the house had been completed. BT in their wisdom failled to connect the development to the exchange. I guess you could say it would be similar to the water board not connecting the waste water to the drains - you expect the utilities to plan whats happening in advance.
So finally March came and the BT engineer came and all was well.
Then came the billing. BT charged us for the period from November to March - we didnt have a service from them. So using the much vaunted onine chat (that took an hour plus) I thought I had it sorted.
Well I didnt.
So I sent an email to them and finally after three days I recieved a phone call and a refund on my bill. I then paid the rest of the bill.
So yesterday I checked to see "My BT" to see that he account still unchanged (although the payment has been taken off).
I wanted to reinstate my direct debit, but due to a system "error" i couldn't. So I sent another email to BT and I recieved a prompt call from the British call centre. I gave my account number and phone number. "oh" said Mr BT "that account doesnt exist."" Yes it does you're billing me and I can see what I have used online" I replied. He went away and phoned me back only to tell me that I was only being billed for internet usage. Because that was all I was billed for. Oh and to cap that the account number I gave him was not the same one I gave him earlier. Which it was!
So today, I recieved a call from the offshore call centre asking for bank details and address details. Personally I dont give this out readily. So when I asked the guy to tell me my address he couldnt or wouldnt and then got confused.
So, here we are, longstanding BT customer who only wanted to move his account from one property to another and then to be billed correctly and set up a direct debit which has proved next to impossible. A so called "world class" organisation that can't even get the basics right.
So Mr Moderator, don't tell me to get in touch with your help desks to sort it out, I've done that and you can't.
What are you going to do to sort it?
I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
Just a quick update, on further inspection of my latest bill I have a broadband cessation charge for 18/5/2013 of £30, due to using the home mover system I am not liable for this and I haven't cancelled my account. Another complaint raised....