Biggest display of incompetence and awful customer...

Dear BT: CAN I PLEASE GET MY USERNAME AND PASSWORD SO THAT THE ENGINEER CAN INSTALL THE BROADBAND WHICH I ORDERED WELL OVER A MONTH AGO AND HAVE ENCOUNTERED NOTHING BUT DISMAL INCOMPETENCE EVER SINCE.
Here’s the whole story:
On Feb 10th I ordered Infinity from you.  An engineer was scheduled for Feb 28th.  I wasn’t fond of an 18 day wait when you were advertising connection within 5 days, but nevermind, I’ll live with it.
The 28th arrives – the engineer doesn’t.
I phone up.  Apparently you told me the engineer was coming at that time, but you didn’t tell the engineer they were supposed to visit me.  Oh well, shabby incompetence, but never mind, when’s the next date I can have?  March 17th.  Oh, great, 5 weeks instead of 5 days, still, you insisted this could not be sped up nor even any refunds given of the setup charges.  Terrible customer service but what can I do, except wait for the 17th.
Here we are in mid March and I get a letter saying when the engineer comes they will need my username and password which have been sent in a separate letter.
Problem: they were never sent.  I do not have this letter.
So I phone your support (0800 111 4567).  I give the first woman my account number and customer reference and she said my account did not exist.   Spectacular!  She transfers me to another department (billing, I think) who confirm that my account does indeed exist, but tell me I need to ring the first number again to get my username and password.
I ring that number and choose “inquiry about an order”.  I get a robot voice telling me the engineer is coming today, which I already know, and no option to speak to a human who could ACTUALLY HELP ME.
I hang up.  I ring again and choose “technical problem”.  By this time I have been on the line for approaching an hour, and explained about a hundred times that I cannot tell you my BT phone number because you have not yet connected me or given me one.  I speak to another person who claims they cannot open my account details based on my account number, only based on my non-existent phone number.
I get transferred again.  The new person tries to put me on hold and instead cuts me off.
So to summarise: you apparently can’t even operate your own telecomms equipment, let alone provide a telecomms service to a paying customer.
I note with wry amusement that although your “actually provide a service” department and your “provide support to people when you fail to provide a service” are uselessly incompetent beyond belief, your “register my direct debit and send me a letter confirming that you’re taking my money” department has operated flawlessly.
So, here’s the bottom line if you are from BT: CAN I PLEASE GET MY USERNAME AND PASSWORD SO THAT THE ENGINEER CAN INSTALL THE BROADBAND WHICH I ORDERED WELL OVER A MONTH AGO AND HAVE ENCOUNTERED NOTHING BUT DISMAL INCOMPETENCE EVER SINCE.
And the bottom line for anyone reading this *not* from BT should be perfectly obvious already: do not under any circumstances consider giving this woeful pack of jokers your money since it appears they are entirely incapable of actually providing it.

kersfieldrd wrote:
thanks for your help DS.
No probs
btw I am sorry if my irritated tone causes offense.
No need to apologise. I've been irritated on several occassions.....
I am just very frustrated,
I know the feeling
having waited so long, having taken time off work for engineers that dont appear, and so on, yet when I ring support nobody seems willing or able to actually help!
The forum mods'll sort this out.
I can only get people who tell me my account doesnt exist, or it does exist but they cant open it, and so on... really... I tell them my account number, they tell me my username, how hard can that possibly be?
Not very hard imho. There was a BT link I read earlier and you did the rigt thing by calling them
Perhaps it would it help expedite matters if I contacted Ofcom about this situation.
I'd personally give the mods a go, then there is one more route to take before going near Ofcom (imo)
If you use the form, ignore the bits that you can't fill in as you've not been issued with some of it yet
-+-No longer a forum member-+-

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