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Unimportant
Beginner
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Message 1 of 4

No Phone, No Internet, No Satisfaction

I am really disappointed in the level of service BT offer and I can understand why so many people leave and go to other service providers. Tell me...am I being unreasonable in my expectations?

I ordered a new service phone and internet on 8th July to be installed at the house I was moving to on 12th july.  I paid the year's line rental upfront which was duly cashed on 9th July and was told that all of this work would be done and completed by midnight on 29th July. 3 weeks later. I received an email and 3 text messages as the great day approached making sure I would be in ready to receive the engineer and my new service.

The 29th came.....and went....sadly the engineer and my service did not.  I did not receive 3 test messages and a email to inform me that the engineer was not going to arrive nor by the way did I receive the courtesy of an apology.  Well, that's not strictly true.  I did receive an apology once I had contacted BT to tell them how disappointed I was.  Fair play to him he was very apologetic and polite.  He then informed me that I would now be wiaitng another 3 weeks for my service to be installed.  Is it me or does this seem like a bit of a cheek.  What have I done to deserve to be treated with such a lack of respect.  I have phoned on a number of occasions now only to be fobbed off with a range of really pathetic excuses that suggest some preparation work needs to be done in my area/outside my house which accounts for the delay.  Call me old fashioned but good project management surely builds in preparatory works before an installation date is announced to the customer.  This whole service is very amateurish considering the size of the company.  By the way I still don't have a date for the service to be installed because I wasn't prepared to accept the additional 3 week wait.  The last conversation I had more recently was still promising me that someone would phone within 24 hours to arrange a new appointment.  They don't kill themselves in an effort to make contact though.  I was I a meeting yesterday when they phoned..you know like being at work...so I couldn't answer it.  No one has bothered to try again although it was promised so here I am still waiting for contact which is at BT's mercy.  By the way it's also worth noting that I moved to the countryside.  All I have is my mobile and the signal is really bad.  I am in effect incommunicado and I can't do a thing about it.  How do you think that makes me feel BT?  I know...you don't give a **bleep** but you'll take my money.  Very very disappointing.

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3 REPLIES 3
Moderator
Moderator
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Message 2 of 4

Re: No Phone, No Internet, No Satisfaction

Hello Unimportant

 

Welcome to the forum.

 

I am sorry to read of the problems you have had.

 

Send me an email using the contact us form in my profile. You can find this link in the section 'About Me' at the top of my profile.

 

Thanks

 

Stuart

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Unimportant
Beginner
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Message 3 of 4

Re: No Phone, No Internet, No Satisfaction

thanks for the reply...I'm not sure what sending you an email will achieve...I have just had my daily communication with India where an operator informed me that that he could see I was rescheduled for 18th August and he went away to Fast Track the order for the phone at least....just got back to me by email and txt...excellent he fast tracked me to 20th August!!!!!!!!

Am I being thick....this doesn't sound like fast tracking more like back tracking....All I wanted was for BT to honour their commitments.

Can you tell me how to get my money back that I paid in advance for my [non] line rental. 

 

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Highlighted
Distinguished Sage
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Message 4 of 4

Re: No Phone, No Internet, No Satisfaction

The forum mods are UK based BT specialist who will give you a single point of contact and they have access to all areas of BT they will take personal ownership of your problem and keep you regularly updated until the problem is resolved they have a very good reputation in getting problems fixed
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