Home Move & BT Vision Not Activated Properly - nea...

Question

Hello,
Apologies if there is an answer to this somewhere but I did a search and couldn't find anything relevant... also apologies that this is quite long but the whole saga has been going on for ages so there's a lot to write. 
I hope someone is able to advise as to how I can finally get this sorted out though before I have a breakdown!
- On 15/11/11 I contacted BT via the website to inform them of my home move from A to B and that I wanted to stop service at A on 21/11/11 and to start at B on the same date or asap thereafter
- I received a standard email reply stating that service would start at B for phone, broadband & BT Vision 22/11/11
- I then received a call (not sure of exact date) to say that there unfortunately would be a delay to Broadband & Vision
- Phone service activated at B (new address) 23/11/11
- Broadband activated at B 26/11/11
- BT Vision activated 03/12/11
- However I then noticed that Replay & On Demand (which had been part of my package) were still not activated (i.e. they were still PAYG)... I gave it a few days
- I called BT in the afternoon of 08/12. I spoke to a few different people (Indian call centre I believe) who didn’t have a clue and was then put through to a helpful chap (I think in UK)... we went through everything and although he couldn’t see what the problem had been he did switch me to a new package: dual package (phone & broadband: and switching from Broadband Option 2 to Option1) + BT Vision Unlimited (i.e. not also including Film Club) + unlimited weekend & eve calls (previously had just been weekend).
- He also said that they would knock a few quid off for the first 2 months because of the hassle and that it would be a new 12 month term
- HOWEVER he couldn’t have it set up immediately as one of the first people I’d spoken to before being put through to him had logged it as a fault and apparently the new order can’t be put through and activated until the fault has been cleared
- He informed me the new activation date would be 15/12/11
- The phone activation happened 15/12/11 (i.e. switching from unlimited weekend calls to evening + weekend)
- As of 22/12 BT Vision had still not been activated properly as I still didn’t have On Demand, Reply & Film Club... I was told that the order was still shown as open. There was an issue and the guy I spoke to said he would try and get to the bottom of it, sort it out and would call me back the following evening
- A couple of hours later I received an email to say that my order was cancelled (?!)
- Now it is possible that the person I spoke to tried to call me on 23/12/11 but I was out
- 24/12/11 (I think, it may have been the evening of 23rd) I sent an email via bt.com asking what was going on
- I then received a call 29/12/11 to say that the old order needed to be cancelled (I thought that it had been already, according to the email received on 22nd) & that then a new order would have to be put through. This would take at least 24hrs and that I should then be notified in 48hrs to let me know when the new activation date would be. Apparently there has been an “over-capacity” issue....
- On 30/12/11 the order status online showed that an order had been put through on 22/12/11 but the activation dates were still showing as 15/12/11.
- 02/01/12 I still had not been notified as to when the new activation date would be (48 hours would have been 31/12/11 PM)
03/01/12 - someone from BT called and asked if my phone & broadband were OK. I said yes but that I’d not been having a problem with them anyway, it was BT Vision. He said that was a separate department and that I would have to speak to someone there. OK, fine I replied but I’d never had a prob with the phone & broadband anyway (i.e. so why the call in the first place as I’d not made an issue of that)... he just repeated that I would need to spk to someone at BT Vision. Fair enough.
- 08/01/12:  I checked on bt.com and now my account was showing as having no outstanding orders at all.
- Again I checked BT Vision and On Demand, Replay and Film Club had still not been activated. Plus my online account still seemed to be showing that I had Broadband Option 2 (not 1) as well.
- I sent another email via bt.com 08/01/12. Pretty much detailing the whole timeline as I have here - and obviously asking that someone *please* let me know what was going on.
- I received a call today (09/01/12) from someone at BT asking if it was all now OK as apparently it should be. I said that certainly it hadn’t been the last time I checked (last night).
- He said that he could log it as a a fault but I said I was loathe to do that without double checking as that would delay it further (see what happened when it was previously logged as a fault when apparently it shouldn’t have been) and this had been going on since November as it was.  
- I said he would check tonight and turn everything off & on again etc and see if that would make a difference.
- He then said that he would just check what the system said was active... unfortunately he then cut me off and didn’t call back
- This evening (09/01/12) I checked BT Vision when I got home but still no On Demand, Reply & Film Club (well they are there, but wanting to charge me).
- I’ve restarted the hub and also the Vision Box but it hasn’t made a difference
Does anyone have any ideas what I should do next? Clearly emails and calls aren't doing me any good at all and I'm getting incredibly frustrated... 
All advice very gratefully received!
Thanks,
LK

Answer 1

Hi LondonKitchener
I am really sorry that you have had so much difficulty getting your Vision working properly.  Occasionally we can have problems with how the order is built and it sounds like certain essential elements have been left out of activation, it should just be a case of getting this reported and applied but sometimes it can take a while to get everything figured out and set up correctly.
I'll happy to help you out with this and make sure you know what's happening each step of the way.  We can act as a point of contact for you which should make things a bit easier.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
BTCare Community Mod
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