Broadband installation

Hi
I have two emails from our friend Mr Buckley, one telling me my broadband service will start on 7/8, another (earlier) one saying it would be the 14/8.
Both are keen to stress I shouldn't do anything until I receive an email from BT telling me they are ready.
As I didn't receive any notification on the 7/8, I assumed I would probably hear something today, but of course have not. Having tracked my order it is marked as complete. 
So was it installed on the 7/8? What do I do? I've tried the stunningly appalling customer service lines (wait for ages, then speak to someone who clearly has no idea at all what you're talking about - as an aside, how can a communications giant be happy about the fact that really are dreadful at communicating?).
If someone could advise I'd be grateful. Many thanks.

The forum is moderated by BT staff so in answer to whether the boards are read then yes they are. In answer to if they have any conception to how bad the customer service is then yes if by the number of complaints there are on this forum.
I think it will take a massive change of policy/direction by BT management to get their customer service sorted out and whether or not they have the will or ability to do it is open for debate.

Similar Messages

  • Re: Broadband installation complaint

    After ordering a BT line installation in mid february 2014, I have a go live date of 24th March.
    When the 24th March came, I took the day off work, and BT didnt show up, they also didnt let me know they wern't coming. I had to call them to find out.
    They told me external work was not complete (this is not acceptable as I ordered the line install 5 weeks prior). They said the work would be complete by the 26th and they would call to update me, They didnt call, I had to call them again. They used the same excuse - the external work was not complete and it would be done by the 2nd April - they will call me with an update.
    Its now the 3rd April, and I have heard nothing, so I called BT and yet again, same excuse - external work not complete, they said they willl call me on the 7th.
    the 7th April is 2 weeks AFTER i should have gone live, 7 weeks AFTER i ordered.
    BT  have failed to keep me informed on 3 occasions. And I am still non the wiser. Every time i call it is a different answer and outcome, this is not fair and I am getting to the end of my temper with these incompetent call takers and managers.
    I spoke to a manager earlier today (3rd) and he is meant to be calling me back with an update (he was also VERY rude and unhelpful) - this most likely wont happen so I need this to be resolved.
    My partner and I are both having to use our mobile phones to go through work emails at home without any broadband, which is making our phone bills VERY EXPENSIVE!
    This needs to be resolved asap!
    I have got to go through OFCOM and will be esculating this further!
    What a useless company!!

    I have asked a moderator to provide assistance, they will post an invite on this thread.
    They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
    Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
    Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
    For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
    They will respond either by phone or e-mail within 5-6 working days.
    Please use the tracked e-mail, to reply, not via the forum. Thanks
    This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
    When you submit the form, you will receive an enquiry number, so please keep a note of it
    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.

  • No free BT Broadband installation

    As suggested on this forum I am starting a new thread.
    My Mother, took a Broadband package on moving into a new premises and too has been charged £130 for installation. She is in receipt of a letter confirming the installation and charges which was -£130. I raised a query with BT by email and she received a call back saying that the installation should never have been free!! Where do I go with this now.
    She was charged a total of £210 for the installation payments to May 11 and the remaining bills from her previous address. I did note that the customer no on her BT broadband package differs from the last bill sent. My Mother is in her late 70's and is easily being fobbed off by BT customer service.
    Any help gratefully received
    Solved!
    Go to Solution.

    Hi Dean78,
    Please don't use a different email address otherwise we'll end up picking the emails up and double-handle! If your email's there we'll definitely get to it, don't worry.
    I did check by searching with the email address you used to register on the forum though and I can't find anything from you - if you used a different email address can you PM it to me and I'll take a further look for you?
    Thanks,
    Stephanie
    Stephanie
    BTCare Community Manager
    If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post. If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • BT Delaying Broadband Installation

    Is anyone else having problems with BT at the moment? I've tried to sign up for a broadband package which was supposed to have been installed midweek, last week, but BT had some issues and promised to install it this morning instead. Now BT are delaying installation until 1st July due to some kind of queue admin issue. BT have really mis-managed this order and I'm wondering if this is normal?

    Yes mine is messed up too, due to BT incompetence. I have no  broadband at my house since I moved in 6 days ago despite gving them 6 weeks notice. They tell me to wait another 4 - 5 days.....
    Tried calling them many times and all I get is a foriegn call centre, with an operator who has no idea what I am calling about, despite calling them 7 times before. 
    It is terrible in this day to get this service, BT try to stop to stop you speaking to anyone who can help, by their automated call system.
    Why did I take a a contract out with them?
    I am sooooo annoyed by them.

  • New Broadband Installation

    Hi. Has anyone else had problems getting connected and setup with sky broadband. I talked to a guy about joining sky and explained I would need it set up ASAP with talk included as I have a mum 200 miles away and the telephone and FaceTime is my only communication with her. He said it wouldn't take long. Booked me in for last weds. Guy came said but would need to put a new line in and went saying it's usually done within a couple of days. Still I'm here waiting. But phoned and discussed a new line I told him we already had one. With that he said great it will be connected I days now rather than weeks. Still not connected. I wish I had never signed up with sky being out of touch with mum is such a worry . Wish sky had been truthful and told me it would take weeks then I could've gone with another company. Thinking of cancelling the order altogether now.

    Well I'm still waiting for sky to get open reach to put a new line in. I was told by 10 th August the open reach guys would've finished the work and the line in. No such luck. I'm fed up with sky asking me if I have seen work taking place outside. No I haven't. No one has been here, nothing done. It's now been over two months since I joined sky in this day and age it's terrible I've been waiting so long. How do I get sky broadband and phone when they keep fobbing me off with excuses for open reach failing. Surely they should be asking open reach what is going on or should I say not going on.

  • Sky / broadband installation

    Sorry not sure if this is the correct forum. I ordered sky tv, talk and broadband to be set up by two engineers on Friday 17th in the afternoon as I am working in the morning. When I track my order both are now shoing as AM instaltions (phone line TBC). How do I ensure this is corrected?

    Sky will only install your TV service so if you need this changed then give Sky a call.
    Unless you have no phone line at your property BT Openreach will do the job to connect you to the Sky Broadband network.

  • Failed broadband installation

    Can anyone give me a number to call of someone in authority who can own a problem and resolve it. I ordered broadband on the 21 August and still haven't got it after a catalogue of errors, failings, lies, and numerous promised connection dates, all passed and still no connection have spent literally hours on the phone going round in circles listening to masses of apologies and we can sympathise and we will compensate you and it will definitely be connected etc etc etc.
    Please don't tell me to contact customer service, order management, complaints etc I have spoken with all these and more, many many times and all to no avail. I need someone who can own the problem and solve it.
    If anyone can help many thanks. END OF MY TETHER NOW 

    I have asked a moderator to provide assistance, they will post an invite on this thread.
    They are the only BT employees on this forum.
    Once you get a reply, if you click on their name, you will see a screen like this. Click on the link as shown below.
    Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
    For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
    They will respond either by phone or e-mail within 5-6 working days.
    Please use the tracked e-mail, to reply, not via the forum. 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.

  • BT Broadband Installation

    Hi,
    I'm having BT Infinity installed soon and had a few questions.
    Our master socket is by the front door with no power sockets; currently my router is in the loft room with my computer, is it possible to have a cable run from the master socket to the loft so I can have the hub there?
    Regards,
    Stuart
    Solved!
    Go to Solution.

    Hi Stu
    The engineer can make an existing extension socket the master socket and the old master an extension socket. To answer your original question he will be able to do what you want it's called a Data Extension Kit which can be run up to 30 Meters. 
    Just ask the engineer and he should do it, there are few on here who say that some contractors don't do this. So I hope you get an Openreach engineer and not a contractor.
    If this helped you please click the Star beside my name.
    If this answered your question please click "Mark as Accepted Solution" below.

  • Installation Problems and Inept Customer Service!!...

    I moved house back in August and requested a transfer of my BT phone and broadband package from my old to my new address. My phone line was installed at my new property on 8th September and the engineer managed to get my broadband hub working also, but said the broadband installation team would be back to complete the installation properly.
    Needless to say, I never heard anything back from the broadband engineers, but had a working phoneline and wifi. Until two days ago, when I recieved a text saying BT had been trying to contact me and could I call them back on an 0800 number with a VOL refernece number to provide. At the same time my broadband stopped working.
    On ringing the number provided, on the 3rd attempt after numerous hours of waiting due to a 'system reboot' I spoke to someone who told me I had requested to cancel my phone line and broadband and that was being actioned. I certainly did not make such a request but did not seem to be able to make any progress with resolving the issue.
    After speaking to numerous people on many occasions in different countries and wasting hours of my time on hold or speaking to completely useless, inept customer service assistants, my phone line at my new address has now been cut off and I have no working broadband. Again, after several difficult conversations, I receive an email to say my phoneline would be reconnected but I would have to wait until the 8th October for my broadband - except, wait for it, this was all happening at my old address and I was going to be charged for the priveledge!
    Again, more phonecalls, more time wasted to try and sort this - when I asked for the contact details of a customer services manager in the UK to make a complaint and confirm what on earth was happening, I was told this could not be provided.
    I have never, ever come across such an inept and completely useless customer service department and if I had half a hope in hell of being able to get through to the right person, I would be cancelling my contract with BT. I am furious.
    If anybody has the contact details for a sensible person who would be able to help me with this, I would be really grateful.

    Hi sarahbradbury, 
    Welcome to the community and thanks for your post. 
    I am sorry to hear about the problems with your home move. 
    Please send me in your details using the "Contact The Mods" link found in my profile and I will get this sorted for you. 
    Cheers,
    OlgaC 
    BTCare Community Mod
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • Complaint: very delayed installation and appalling...

    I moved into a new build house on August 3rd last year and have been kept waiting 6 months for a telephone / broadband installation without any explanation of what is causing the delay from BT, or of how much longer the delay will continue.
    BT engineers have failed to attend my property on the given installation date on three seperate occasions (28th September 2012, 29th November 2012 and 7th February 2013).
    One each of these occasions in addition to not turning up on the date promised BT failed to notify me that they would not be turning up, thus causing me to waste a day's holiday from work.
    On the last occasion I rang up two days before the Engineer was supposed to visit, and was assured by the BT call centre 100%, that he/she would definitely be attending, and then two days later they did not attend.
    I have had my original order cancelled without being informed of the fact by BT. I only found out that it had been cancelled when I rang up to inquire about its status.
    My online BT login associated with my original order has also been disabled with no expantion
    I have experienced very poor service from the call centres which I have been forced to use.
    On one occasion I had to explain to the BT call centre employee that a UK address needs a house number in addition to a street, town etc.
    On another occasion the BT call centre employee kept me on the phone for 40 minutes, and asked for the same identity details 3 times, after which he said that somebody would ring me back tomorrow which they failed to do. It should not take 40 minutes for somebody to say he cannot help and make a false promise to ring me back.

    Hi
    I am sorry to see you are having problems
    I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
    They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
    They are a UK based BT specialist team who have a good record at getting problems solved
    This is a customer to customer self help forum the only BT presence here are the forum moderators
    If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

  • BT Installation Fiasco!!

    AM ABSOLUTELY LIVID !!!!!
     I had an appointment today for Phone & broadband installation.
    I travelled 2 1/2 hrs. to my new address last night from my current address so I could be here ready for the engineer to arrive between 8am & 1pm today.  I have taken a days holiday to be here. The engineer visited alegedly knocked & then left a note to say he/she had called at 8.15 but got no reply. I found this note at 8.29 am However, he DID NOT KNOCK!!!!  & the note was clearly put through the door so surreptitiously, otherwise I WOULD HAVE HEARD!!!! At the time, I was working on my PC, no music or anything else on & less than 3 meters away from the door & there were two of us in the house!!
    After finding the note,  which also says I may have to PAY for a reviist!!, at 8.29 am we immediately tried to make phone contact, but  due to BT's completely useless call centre, we could not get through to anyone with any sense or understanding of English until about 8.50am.
    To cut short because I could rant forever over this, I AM SO ANGRY!!!!!!!!!
    Either the engineer decided he didnt want to do the Job, or this is deliberate policy to give you a nearby installation date so you agree to contract but giving a date which they cannot fulfill.
    While I was still on the phone trying to gte them to send the engineer back, BT txt me to say that WE!! yes WE!! have missed the appontment & need to re-arrange, so if he/she could not get an answer to the alleged door knock,  why did the engineer not ring my mobile??  - Are they really a telecom company???
    Has anyone else had similar problems with this shambles of a company??

    So he managed to get a note through the door without you hearing? Is it not possible that you were in the toilet or boiling the kettle? It seems very unlikely that an engineer would tiptoe up to your door, slip a note through and creep away again.
    However, it does seem crazy that they didn't phone you.
    This is the Vision TV forum by the way. We have plenty to complain about here as it is, so you may want to take your rant over to the Broadband forum to see if anyone else has suffered from the lazy engineer ninja.

  • Voyager 1055 USB Wireless adaptor problems

    I have just had a new broadband installation, with a HH3. I am changing over from an old 8Mb broadband on a different line which has a Netgear router on it. I have 3 similar Compaq PCs, 3 Iphone/iPods, and a Mac, and connected my work laptop OK to the HH3.
    The 3 PCs, 1 has a Netgear WG111v2 USP wireless adaptor which has connected OK to the HH3. The other 2 have BT Voyager 1055 USB adaptors, neither of which can see the HH3 but connect OK to the Netgear. The PC with the Netgear and one of the Voyagers are in the same room, about 4 feet apart, yet using inSSIDer2, I can see about a dozen wireless networks from all of mine and my neighbours connections, the PC 4 feet away can see only the Netgear and the Openzone from the HH3. I've switched off the Netgear, changed channels on both, reloaded drivers for the Voyager, and it makes no difference.
    Is there an issue with the Voyager 1055 that stops it seeing some networks? I've tried everything I can think of, but my last ditch effort will be to switch the routers and put the Netgear on the new broadband. The old broadband will be ceased eventually.
    Thanks
    Solved!
    Go to Solution.

    The Voyager 1055 is a bit dated now and was originally intended for use with the BT Voyager wireless routers.
    There have not been any driver updates since it was first issued.
    I have one, and it does not like WPA2 encryption or mixed b/g/n wireless speeds.
    If you set the hub3 to use b/g only and WPA only, it should work.
    I have TP-link wireless access point and I had to use those settings to allow the 1055 to connect.
    In the end I stopped using the 1055 and used a TP-link TL-WN722N USB adapter, which also does wireless N and has an external detachable aerial.
    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.

  • Engineer appointment Confusion

       We are meant to be expecting an engineer on the 19th September to set up our BT infinity. On the tracking it is saying we do not need an engineer anymore because they can connect at the exchange. Somehow I don't think this is right. I contacted BT via their online chat to find out what was happening and I spent 45 minutes of my life waiting for an answer, just to be told I would need to ring the help desk in the morning. We have received an email stating that the engineer isn't available and then we received another stating that we won't hear anything else until the 19th. Our Internet with AOL goes off on the 20th. I am going to hazard a guess that they are going to start charging me from the 19th for a service that will not have been provided. Will my engineer turn up or not? Has anyone had this problem and had it resolved? This is not a brilliant start to our experience with BT, if we end up with no Internet it's going to cause problems. My daughter is meant to be waiting in for the engineer but cannot keep waiting in on various different days in the vain hope of someone turning up to install the Internet.
    Thank you to anyone who can help with this situation and give me some advice about what to expect.
    Steven  

    expect a reply from a mod asking you to fill in a form... and this is my experience since last Friday
    My install was supposed to happen last Friday the 13th, no engineer turned up and the reason i was given appeared to show he went to the wrong house instead, and now my phone and broadband installs have been booked on different days 1 week apart, broadband first then phone!! they cant get both done on the same date and i need phone first...
    My calls are answered in a call centre in India, i get emails from an automated system and the calls i receive are from UK BT staff, and none of them seem to be linked, i just got an email asking me to call a number immediately or my order wont be progressed, but when i call it they have no idea why im calling them...
    i should have just stayed with Virgin, speeds were cr4p but atleast i had my nternet installed on time!

  • Unbelievably appalling service from BT - cannot re...

    Please can anyone help me? I moved in to a new house a month ago. I then had a botched broadband installation by an engineer who told me when he came that he didn't really have enough time to do the job. He identified the wrong junction box then stapled a (white) cable all the way across my cottage (ys, wooden beams) living room and then, when he got no signal, realized he'd connected up the wrong box ("I should have looked," he said: "sorry about that.") The right box has a very nice plug socket for the router right next to it and is on the side of the room I wanted it. So: router in the wrong place, fed by ghastly cable that shouldn't be there. He then tells me how he has no time to fix it ("three more jobs to do before 3 pm and it's Friday"). Oh - and there's no Broadband either (tells me it will connect later but, of course, two weeks later I am told the box up the road didn't then even have a the capacity to feed to my house - so that was, shall we say, economical with the truth. OK. He lied). Now, after a week of fruitless 'phone calls, Ruchir, supervisor in customer services, tells me that I will have to pay for re-installation. He tells me that "I have to see his point of view." When I decry his unbelievably careless point of view he just puts the 'phone down. And yes - I was polite throughout. No one else at BT is interested and, anyway, there's no way to reach someone with any interest in customer service or discretionary authority. Please, please, please, can someone get me out of this mess?

    Hi gie101,
    Welcome to the community forum and thanks for your post.  This forum is normally a place for customers to help each other but the community isn't going to be able to help in this particular scenario so I'll get this pick up from here.
    Sorry that the engineer didn't install the broadband during the agreed visit.  Your post doesn't make great reading if I'm perfectly honest 
    No need to worry as we'll pick this up and get you sorted.  Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.
    Cheers,
    Robbie
    BTCare Community Mod
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • And Another Missing Sainsbury's Gift Card

    Hi,
    I am a new customer with BT and and claimed my gift card on 22 Dec 2014.
    So far I have emailed 'contact us' twice to chase this up and despite being provided with  reference numbers in relation to my emails no one ever replies.
    I have also tried phoning however get a bit fed up being left on hold.
    Can someone chase this up for me.
    Confirmation email in relation to claim below.
    Thanks
    Jim
    Dear James,
    Thank you for choosing BT and claiming your Sainsbury's Gift Card.
    What happens next?
    1) We need to check that you are eligible for this offer.
    This will involve making sure that your order is both installed and was placed online during the dates specified here. Please note, if you do not meet this criteria, you will not receive a Gift Card.
    2) Providing you are eligible, you should receive your Gift Card within 45 days of your broadband installation. We will post the card to your installation address.
    Thank you for choosing the UK's most popular broadband provider.
    If you have any questions or concerns, you can contact us here.
    Happy Shopping! 
    The BT.com team

    Hi,
    I'm trying to reply to an email from customer services re my missing voucher however it has bounced back stating:
    Hello,
    We’ve received an email reply from you relating to the incident
    reference number shown above, however the email address you sent it
    from doesn’t match that of the original enquiry.
    If you’re a BT customer and wish to reply to an email from us, please
    use the email address you originally used. We’re sorry for this
    inconvenience, but it’s necessary to protect your privacy.
    Regards
    I have checked my reply and it was sent from my email address. I can also confirm that my order was placed online. 
    Thanks
    Jim

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