Help - I'm having a nightmare with BT

Question

I have spent so many hours on the phone to BT over the last 3 weeks it is unbelievable.
I called originally on the 25th Feb to change some things on my account ( I wanted to resign my broadband, cancel off the 4.99 security that I had never used and cancel one of the two lines I have coming into the property and renumber the remaining line to the one that I wanted cancelled).
Someone ( I have his name) said he would do this for me and then call me back the next day to get the line requests sorted out (as I had to get off the phone as a customer had came in). The next day came and there was no call. I then received a letter that the line I wanted cancelled had been resigned for 5 years! So I called up and tried to speak to the guy from Skelmersdale again, couldnt get to him so someone took the details of my call and created an issue with ref No IMP1182842. The guy called me back 2 days later and we went over the call, he remembered speaking to me and apologised for getting it wrong then said he would get the 5 years taken off and put through the request I asked for with the lines. He said it would take 48 hours or so but he would email me when it had been done. No email came
I kept checking the line and after 4 days  I realised that nothing had been done. So I call again, can't get to him again, someone takes my details, tells me they can see he is in office and online so they will send him a message. Eventually they say he has responded and he will call me that day. The rep on the phone said he would send me a 2 way text and if the guy from Skelmersdale didnt call back I had to reply to the text and he would chase. No 2 way text arrived so I couldnt get back to him.
Then I call again, go through the same tedious explanations to a completely new person, Again he sends a message to the guy at Skelmersdale who then calls me that day. I explained that he still hadn't done what he said he would do as both lines were still active and he said that he would physically go up to the team that would do this request and he would make sure it was done within 24 hours this time and he would call me back before the day is out to confirm that it had been done. I received no call back and the line requests werent actioned.
So I need to call again, speak to someone new, he sends a messgae to this guy and his manager, they guiy said his manager is now dealing with this and that he would be in touch before 1500 that day. This person also says they will send a 2 way text. This text arrives this time. Unsurprisingly, I do not get a call by 1500 so I send a text saying so. I don't get any reply but this was 1500 on Friday just gone so I thought I would give it till Monday as it says 2 hours on the text. on Monday at 1000 I text back again saying I still havent received anything from the manager at Skelmersdale. I have still not had a call back from this 2 way text.
So I need to call again, through the same process with another new person, they tell me they will take ownership and send a message to the manager asking why he hasn't responded to me. She said she was going to be off on Tuesday but she would call me 1st thing on Wednesday morning to check if he had called. She also said she would send a 2 way text. I told her that this process hadn't worked before but she said there's no reason why it wouldnt work as they use this system all the time and she would call me back regardless on Wednesday anyway (today). I never received the 2 way text from her.
It is now 1116 and I just can't bring myself to speak to anyone in your company again. The incompetence is staggering. The level of customer care is atrocious and nobody take ownership of problems, they are always passed off elsewhere. I am hoping one of the mods on this site can help because I can't face going through this whole debacle with someone new again.
I am a small business owner and I shouldnt have to go through all this for a relatively simple request
Solved!
Go to Solution.

Answer 1

Welcome to the BT Residential Customers forum
As you are a business user, please could you post on the BT Business forum at http://business.forums.bt.com/
One of the BT employees on that forum should be able to sort things out for you.
The mods on this forum can only deal with residential problems.
Thanks
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.