BT - phone and broadband - customer service - nil points

[knowledgesercher]

Hi there,

 

I canx my bt phone line and was going to switch to Virgin but the wait was too long,

so called back BT and put in an order for a phone line again and also broadband.

 

BT confirmed the order plus advised I could have BT sport free ,

They mentioned that I may not be able to get my old number back but would sort this out after phone line was live again.

 

Order date was 30 sep.

In the meantime I received a bunch of emails and txts advising what was happening

and that i should activate my bt account. Great ! ..... I thought....

 

On 30 sep I received the broadband package as promised and also an email advising my service was live.

 

I dialled the number they gave me from work and it rang.

 

However, when I arrived home that night my phone line was dead.

I called the number from my mobile and to my surprise .

... my next door neighbour amswered the phone.

 

I called the fault line call centre and they advised it was a cross line fault and engineer would fix on 02 Oct

 

I got home on 02 and line was still dead,

I had a voicemail from the engineer saying that I needed to be at home as they needed access to my property.

 

I called fault centre again,

55 mins on the call and the kept apologising,

staing that engineer would be at my home on 08 Oct between 08.00 and 13.00.

OK I booked time off work on 08th and

 

at around 11.30 I thought I would call BT to see if the engineer was on his way.

 

40 mins on that call,

they said sorry but there had been a fault (LOL) at their office

and the engineer appointment had not been sent out.

 

They advised that they had tried to call me the previous day to advise..

.. but when I asked which number , they told me the number that I was having connected.

AAARGH...... I asked them how I was supposed to get a message on a phone number that they were supposed to be connecting?

 

they said sorry and made an appointment for me for 17 the between 08.00 and 13.00 .

 

.. I booked more time off from work.

 

On the 17th , at approx 10.30 I thought I would call to make sure this guy was on route...

. and 55 min call again but they told me that the engineer had seen this was a crossline fault

and thought he could fix it from the exchange so had canx the home visit???

 

OK they said sorry again and the next appointment would be 21st Oct between ( yes .... thats the one 08.00 and 13.00)

 

In the meantime, I received an email from BT saying that my first bill was ready.

.... Errrm , well not much to pay as I had no service as yet!!

 

on checking the online billing they were charging me for rental but also 15.00 of call charges

( made by my neighbour on their phone).

 

Back to the 21st Oct..

. engineer arrived at 08.00 on the dot..

. I was shocked!

 

He fixed the phone line and was all done in around 50 mins after nipping back and fourth to the exchange box up the road.

 

So my question for you is .

 

.. Am I entitled to any compensation for anything?

ie time off work, extra data purchased on my mobile for internet access, calls to BT, etc

 

Its a long account of what happened but I wanted to set the scene of what happened and everything that occurred.

 

Any feedback is great! Thanks.

[edge_of_the_map]

I had similar fun and games with the imcompetents at BT.

 

For a telecommunications company, they are truly dreadful at communicating.

 

They took months to begin delivering the service they were billing me for,

and when I tried to check they were not going to charge me £200 each for all the cancelled appointments,

they refused to discuss the bill for three months.

 

No compensation, and I needed to keep very careful records of the case

so I could make sure the bill was right. Don't trust them for a second.

 

Add the hassle of 30 minutes on hold every single time I tried to phone them.

..I really can't wait until another company offers decent broadband here.

[alienskumm]

Send an email to warren dot buckley at bt dot com

(sorry not grown up enough to post email addresses)

 

make sure you are clear and layout your email in an easy to read format,

your original post is quite hard to read.

 

Do a time line, and don't be angry, lay out all your woes for the exec team to see.

 

I wish you luck it worked for me.

 

I ended up with a British person from the exec team in constant contact with me whilst

they sorted out the god awful mess that BT made of my Infinity order.

 

Good luck.

 

AS

[edge_of_the_map]

My letter of complaint was scanned and emailed to the call centre in India.

I had to translate it into words of one syllable and when they failed to understand, they closed the complaint.

[alienskumm]

Waste of time even contacting the call centre in India, it was them that cocked up my BT infinity order.

 

Search around for the best way to contact the exec team and forget India.

[edge_of_the_map]

That was my point - I wrote to the UK head office and they sent the letter on to India. I tried every means possible of communicating with them short of semaphore...nothing worked.