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Tforsythe
Aspiring Contributor
1,137 Views
Message 1 of 19

The worst experience of my life! BT service is very poor!

so I've been an infinity 2 customer in the Midlands for about 4 years and no problems but then we relocate to the south.

So I go online , cancel my services in the Midlands and order services in the south. 18.09.15 is my new activation date and my new hub, home security and cordless phones arrive a couple of days prior, so ok. I'm working away on activation day and return home on 20.09.15. I check phones , not working , if the phones aren't working my infinity sure won't be. I online chat customer service who say I need the order management department and some one will call me tomorrow (21.09.15)between 8am-10am.

21.09.15, 10.05am no call! I call customer services and they tell me my order has failed due to technical issues and someone will call me in 3 days, not acceptable so I call complaints .

I tell complaints that I am complaining about the no call AND my non exsistent order. Complaints create a new order activation date 03.10.15, not acceptable, but a separate complaints person will call me tomorrow (22.09.15) to fast track my order so I have my services this week.

22.09.15 I receive a text that my phone line is working so I check my phone - it's not working. I recheck the text to discover that my phone line in the Midlands has been reconnected!!???? Before I call complaints again I receive another text that I will receive a call in 5 minutes. I wait, 15 minutes later, ok that's not so bad but don't send a text saying you'll call in 5 minutes and then call in 15 , say you'll call in 15. I tell complaints that my phone in the old house midlands has been turned on and then, (deep breath) they have the audacity to advise me that when my fibre optics in the old house goes live on 03.10.15 to call them to turn it off!!!! Ok , now I am getting angry, I have to explain that I refuse to pay for a service in a property that I don't live?? I have to get that point across ? What the..... Why do I have to explain that? But I do explain and I'm not yelling at this person but I am furious of how ridiculous the conversation is. So she finally understands and asks what do I want? I say my phone line and my fibre optics and I want them on now, otherwise come and collect your hub, your phones and your home security because I'm going to sign with an alternative provider. She said would cancel the midland services , and they better because I'm not paying for them, and someone will call you tomorrow and turn on all my services , and I said great thank you and the call ended. Understandably I don't believe it, if the person yesterday and the person today couldn't turn everything on - how will the person tomorrow?

Appalling service , never experienced anything like it! I am shocked and have replaced the equipment into the boxes - and what about my call redirection service ! That's obviously not happening , thanks for absolutely nothing BT, if I don't get my services tomorrow please arrange for a courier to collect your things !

Signed - frustrated !!
18 REPLIES 18
Moderator
Moderator
1,126 Views
Message 2 of 19

Re: The worst experience of my life! BT service is very poor!

Hi Tforsythe,

I'm really sorry for the problems you are having with your home move order.

The best thing for you to do would be to contact our order specialist team and allow them the chance to put things right. I will drop you a private message now which will include the link to the order team whereby you can chat with them online. This order team is based in the UK and will own your complaint until everything is sorted out.

Should you have any further problems after speaking with this team please let us know.

Cheers

 

Robbie

Community ModeratorRobbieMac
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Tforsythe
Aspiring Contributor
1,118 Views
Message 3 of 19

Re: The worst experience of my life! BT service is very poor!

Thanks Robbie , I am trying to connect to where as you suggested and waited 15 minutes only to be disconnected. I will try again although this is wearing my patience.
Tforsythe
Aspiring Contributor
1,110 Views
Message 4 of 19

Re: The worst experience of my life! BT service is very poor!

So just finished chatting with online bT , had to repeat the whole story , took 40 minutes , they said same as India , someone will call tomorrow! Useless ! Totally useless ! If not resolved tomorrow , I'm moving to SKY!
black31
Contributor
1,083 Views
Message 5 of 19

Re: The worst experience of my life! BT service is very poor!

can you send me that link as well i have third enineer tomorrow but have lost all faith to be honest

black31
Contributor
1,082 Views
Message 6 of 19

Re: The worst experience of my life! BT service is very poor!


@RobbieMac wrote:

Hi Tforsythe,

I'm really sorry for the problems you are having with your home move order.

The best thing for you to do would be to contact our order specialist team and allow them the chance to put things right. I will drop you a private message now which will include the link to the order team whereby you can chat with them online. This order team is based in the UK and will own your complaint until everything is sorted out.

Should you have any further problems after speaking with this team please let us know.

Cheers

 

Robbie



can you send me that link as well i have third enineer tomorrow but have lost all faith to be honest

Tforsythe
Aspiring Contributor
1,079 Views
Message 7 of 19

Re: The worst experience of my life! BT service is very poor!

edited by mod

 

Takes a while to connect, good luck! 

black31
Contributor
1,074 Views
Message 8 of 19

Re: The worst experience of my life! BT service is very poor!

thanks for that

 

Tforsythe
Aspiring Contributor
1,025 Views
Message 9 of 19

Re: The worst experience of my life! BT service is very poor!

Apologies to posting that link, who wouldve thought that to contact the UK assistance from the Uk would be so prohibitied.

 

Ok, so my saga continues.

 

23.09.15 I am contacted by BT at approximately 10.15am and they tell me, the old address services have been cancelled, oh gee thanks for correcting your own mistake and that in my new address, my phone will be on in 24 hours, my  broadband will be live in 48 hours and a member of BT will call me in 2 days, so I think thats great, what can I argue, so the conversation ends. I am happy.

 

24.09.15 the time in now 7.30pm. I have no phone line and the 24 hour time line has long since passed. But wait, there is more, to add insult to injury I received my bill today, for all my services including, caller redirect, broadband and yes , phone line from the 18.09.15, none of the services for which i have received and the equipment which I am contemplating returning.

 

This situation is becoming more ridiculous every day and I do feel my posts are becoming more subjective as I grow more angry with every time i am contacted by BT.

 

 

Highlighted
Seraph
Contributor
1,009 Views
Message 10 of 19

Re: The worst experience of my life! BT service is very poor!

Re your bill. BT state, in their Code of Practice, that if you think your bill is wrong then pay what you think it should be whilst they sort it out.