BT Broadband - or total lack of...

I have moved home recently and had BB and Talk Option 3 package. I moved to a new-build property on 20th Sept but ordered the 'move' way back at the end of August.
I was informed that both telephone and BB would be activated on 30th September. The phone was activated on 24th much to my surprise and delight however, it is now 12th Oct and I am STILL waiting for BB to be activated.
I wasn't advised that the first activation had failed and therefore, when I did phone to find out what was happening I was told I had to cancel the previous order and phone back the following day to re-order - another 7day turnaround.
Because I cannot track the order online as hey 'I have no Broadband/internet connection!' I was telephoning the 'customer service' line getting different people/stories/promises each time I phoned. The last time I phoned I was advised in no uncertain terms to 'not keep phoning because, well just don't...! We'll call you...'
I am totally and utterly disgusted by the so called service I have received, the attitude of some of the call-centre staff (I am in CS myself and would get severely reprimanded for dealing with my clients in this way) and the total disregard for the fact that BT BB are in breach of contract.
I am now sitting here with a 'dongle' at great cost (NOT a BT one I can assure you) in order that I can track my order, my son can revise for very important tests/exams etc during the school holidays (Scotland) and that I can send/receive important emails to do with health matters and work...
Get a grip or at least, get off the monopoly so that other firms can provide the service that you don't appear to be able to...

Hi K4ffy,
I can check what's causing the delay with the broadband order and see what we can do to help, would you be able to email me your forum username and account number (or order number) to the email address registered on my profile?
Thanks,
Stephanie
Stephanie
BTCare Community Manager
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Total Lack of Customer Service - New Phones Elsewhere

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Fellow managers around my company have been following (and often TRYING to contact me) during my ongoing Droid Charge fiasco (constant re-booting, involuntary factory resets, lack of of customer service, etc.) and as result our company placed an order with the "big orange" wireless company for ten new Galaxy SIII's today.
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HORRIBLE Customer Service and total lack of communication!!

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What a joke.

Good morning ranatlas,
We were able to resolve the issues you had with your service. We did do some extensive troubleshooting to isolate the slow speed issue. Please let us know if you have any more questions or concerns here on the forums. You were a pleasure to work with and our team wishes you a great day.
Thanks again,
Rachel_VZ

Anyone else seriously annoyed at the total lack of Thunderbolt support?

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So MacBook Air buyers beware, it's USB or not much else for you at the moment. Really disappointing.

There are a number of "available summer 2011" TB devices I am waiting on. My greatest trepidation is that the early devices will be exorbitantly expensive or meagerly capable.
I want the Sonnet Allegro TB-Firewire adapter, the Sonnet TB Ethernet Adapter, and a reasonably priced portable drive.

Total Lack of Customer Service - Ongoing Issues for 8 Weeks

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I don't think it's unreasonable to want my issues resolved promptly when I've basically flushed $3500+ down the drain dealing with pure incompetence. If there is anyone who can actually help (and I don't mean telling me that someone will call back in the next 48 hours - because I've already fallen for that ruse a dozens times or so), please get in touch with me.

Hi wth1,
Sorry to hear about all the problems you had getting this resolved. I do see you were able to speak with someone yesterday who was able to assist you and come to a resolution. Please reach back out to us if you have any other issues.
Thank You

Total lack of support from creati

This topic:
[url"]http://forums.creative.com/creativelabs/board/message?board.id=soundblaster&thread.id=26546&view =by_date_ascending&page=[/url]
I lost my faith in creative. For how long are you gonna ignore us?

Hi and welcome to the Skype Community,
Just to set the right expectations: The community is not a direct support channel with Skype customer service agents. You will find fellow Skype users like you replying as well as moderators, power users or Skype staff like developers or quality engineers. Most of the time anyone from these groups can help you finding an answer to your problem, otherwise please contact Skype customer service.
To help with your issue it'll be most helpful if you supply the information outlined here: http://community.skype.com/t5/Android/How-to-create-a-good-Android-issue-report/td-p/211384
Follow the latest Skype Community News
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Broadband speed (or lack of!)

I used to be a customer of Virgin Media and very rarely had a problem watching things like 4OD. Since I moved to BT I've had nothing but trouble and have just about given up on trying to watch anything. I've run the test and my download speed is only 100 Kbps. What can I do? I have another 9 months or so left on my contract so can't move back to Virgin just yet.....

welcome to the forum
in order to help/assist please can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run btspeedtester (MAC users may have problems) http://speedtester.bt.com and post the results .
are you connected directly to the NTE5 master or test socket or to somewhere else? Do you have any phone extension sockets in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone
Someone may then be able to offer help/assistance/suggestions to your problem
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Ethics on compatibility (or total lack of it)

Since I am a very, very pissed off user of the e-book technology, I wish there were a way to contact Adobe instead of a community of users...
I bought a sony PRS-T2 and guess what, it's not one of the ADE compatible devices!!!!
When I bought it the model was pretty new, so I figured, since the T1 was listed I thought, there probably won't be enough difference to make one compatible and the other not.
And if it happens not to work, it surely is going to get on the list of compatible devices within a few weeks at most, right?
Wrong!!! Over a year has passed and guess what? Still not compatible!
DRM removal tools don't always work so that is not a solution either.
Now you could call me stupid for not getting well informed on that technology, but I was fooled into thinking that this was a STANDARD. So if it was called ebook reader, it had to be useable, right?
I just wish there were some kind of PIRATE-ADE allowing me to download my 100% LEGALLY PURCHASED ebooks onto my 100% LEGALLY PURCHASED e-reader without the hassle of having to run every single e-book through a drm remover and praying each time that it's going to work.
Can you tell I'm pissed off?
Is there any adobe person reading this? Well if there is, you should know how PISSED OFF I am!!!! The sony PRS-T2 is not a device developed by some unknown tiny little company in some puny little lost country in some remote, unknown part of the world. It is SONY for christ's sake!!!! What DO YOU NEED to make it compatible?????

Hi dmizer
There are a few available drm-removal tools on the internet. A google search will help you find them (avoid the sites that look suspicious, and always make sure you have an antivirus on your pc). Most are "30-day trial", after which you will have to pay for them. I found a freeware tool but it does not work well, some of my converted books lost entire chapters! So it is not enough to get a "success" message. If you chose to get a paying software, use the free trial period to convert the books you already have and see if they got converted correctly.
The drm-removal process is very easy: open your epub files with the tool you have downloaded and installed. It will create a new epub (usually with the same name but in another folder. That new file is practically identical to the original, but without the protection. You'll then have to copy manually the book onto your reader.
Therefore Adobe Digital Editions is only used to download the book from where you have bought it. Otherwise it becomes a useless piece of software. Isn't that sad?
Now, I don't know in detail what the "legal" rules are. I guess the intention was to emulate the single "paper" book that may change hands but never gets duplicated. It's like software, you get a licence to have and use a single copy of it. So removing the drm-protection is not illegal in itself (someone please correct me if I'm wrong). If you only keep one copy of your ebook at a time (i.e. if you copy it on your sony reader then you should erase it from the kobo) you should be ok with laws. It may be enough to make sure that while you are using one reader, the other is turned of and laying unused in a drawer. You can of course keep all ebooks on your pc as they are considered backup copies.
Hope this all helps!

Introducing Totally Unlimited Broadband from BT

Hi all
From today we’re making a few changes to our broadband portfolio – find out more about our new packages here
The biggest change is that some of our Broadband and Infinity packages will now include totally unlimited usage. This means that we are relaxing our traffic management policy and removing P2P restrictions meaning users won’t be slowed down at peak. There will still be services with usage limits for customers who want a lower cost service because they are light Internet users.
The above will apply to those who order packages including totally unlimited BT Total Broadband or totally unlimited BT Infinity from 1st Feb, or existing customers who re-contract to a totally unlimited package. We’ll not be moving over existing unlimited BT Total Broadband or Infinity customers to the new totally unlimited packages but you can request it yourself. It takes 5 days to change over and you’d be re-contracting at the same time.
All existing customers will get access to BT Cloud storage, either 2Gb or 50Gb depending on your package, even if you’re an existing Digital Vault customer. We’ll be closing Digital Vault over the summer so we recommend you switch all your files over to BT Cloud as soon as you can. All BT customers can also get BT Smart Talk free of charge. Smart Talk is an app that allows you to make calls from your mobile at landline rates over WiFi saving money on your mobile bills.
Cheers
Nigel
BTCare Community Mod
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Hi kendo38,
Welcome to the Forum and thanks for posting. I can help with this for you if you wish. Drop me an email with the details. You'll find the "contact us" form in the about me section of my profile. Once I have the details we'll take it from there.
Cheers
David
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 but 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 :-)

Upgrading to Totally unlimited Broadband and I alr...

Hi, I want to upgrade to Totally unlimited broadband (not infinity), and keep the anytime calls I have, just chatted online with an advisor who says totally unlimited alone will be £28.75, not including the anytime phone calls, and suggested I talk to the sales team, about deals, but I am hard of hearing, can anyone help me with what it would be in total for the month, I am on Calling Plan Unlimited Anytime Plan and Broadband BT Total Broadband Option 1, Thanks
Emma

Hi auntsally,
If you fill out the contact us link located in the about me section of my profile we can take a look at this for you.
cheers,
Chris
BT Mod team.
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If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Complaints Lack of Customer Service and No respons...

Hi there
I have had very similar experiences. Misold BT Business Line with Braodband speeds. Engineer called and connected to an old second line at the property which would only give me 2 MB.
Complained - Nothing Happened
BT engineer said that my home line was " pants" as Chesterfield Broadband non existentr suggested I move my Braodband to Sky as they have better speeds and dont drop the connection!!!! I moved my home line to SJKY and guess what he was right!!!!!
Complained again about my Business Line - losing customers - no response
Complained via Twitter - no response only more promises of help.
BT deceided to increase my bill for no reason no letter no notoification April 2013 queried bills back to October 2012 - queriied this with Billing Accounts - they said sorry charges put on account in errror. Told Billing they were now in default of contract they cancelled the line said I would receive a refund of the incorrect charges.
Credit bill received which I assumed was the final bill so cancelled my Direct Debit and then ongoing bills still arriving
Calls amde to to BT Billing usually answered by Asia or Thailand had no idea of what i was saying most of the time number of calls in excess of 20 All calls State that account was closed in April and that bills incorrect.
Called again recently and spoke to Billing they promised to help but said that there were no notes of calls and contacts on system. E mail received from Karen Bernadino as I insisted that she acknowledge my call -E mail promising to help. no futher mail or phone call despite further e mail chase up requests.
Today - BT Chat - waited 20 minutes today no luck - called BT poptions team suggested I complain at www.bt.com/business complaints - doesnt exist.
At wits end now will write to Chairmain and Onbudsman - BT have a non existent Customer Service that costs us millions?
Looks as though whatever you do the only way you can get a complaint sorted through BT is to go on this forum to shame them in full view of the general public.
Please can someone help I am not paying Bt any further money as they jhave been in default of my contract since the Account was opened and further since October 2012 when they decided to increase the charges on my account for no reason. No other organisation would get away with this invisibility and total lack of accountability.

I'm in the same boat have an outstanding complaint with BT , reported it 7 days ago. Still nothing from BT.
Even if you do get a reply fromt he customer service team, you can ask agin and you will get something different they have no idea whats happening in the company.
It has to be said I now reckon BT are the worst company for customer service, they make Santander look brilliant. Never have I encountered such poor customer service from a company that I have from BT. Just look at the forums they are full of people complaining about the service they dont get.
Good luck in writing to the chairman, I did that too after a couple of days and got an automated reply back, still nothing official from BT.
They are totally rubbish.

BT Phone Line Order – 9 months of total failure – ...

I've been trying to get a phone line and internet connection from BT installed into a London flat since the 07th of January 2012.
This email/letter does not contain every contact with BT in the last 9 months – as I have not kept records of all the dozens and dozens and dozens of calls, texts, and emails but it is a good enough list to show the general theme of total failure from BT in all aspects of both technical and customer service.
(I have re-written this and removed my 5 or so BT account numbers, the various fault numbers, the dozens of VOL numbers and removed any surnames of people in it in the hope that this will get posted.)
07 Jan 2012
Place first order for phone and internet. BT.com reference: <removed for forum post>.
You can only do Mon to Fri installs. My next day available day off work is 19 Mar 2012 so the line engineer’s appointment is made. 8am to 1pm. I am self-employed and it is not easy to take time off work. In fact it costs me money every time I have to take time off work.
19 Mar 2012
The phone line engineer is late. Arrives after 1pm. He looks at job and says he can't do anything. It needs a new line installed even though there is already a line installed? New line involves a cherry picker and another visit by the line engineer. More time off work. New phone is line installed into flat.
27th Mar 2012
I am informed that the new phone line does not work. Order is cancelled? I get no details on what the problem is and why I can't get a line or what to do next. I have no phone at home so I’ve not tried to use the line; yet BT has already cancelled my Order.
I called ‘BT help; somebody tells me the line is connected to the wrong exchange. I spend lots of time and many calls talking to people in India and I think other parts of the UK. People tell me they are going to call me back and don't. I tried to speak to supervisors in India but nobody returns calls. I’m getting nowhere for weeks and weeks. I give up; it all seems too hard…
7th June, 2012:
Over the internet I place a new order with BT for phone line and internet:
Your order number is: <removed for forum post>. Phone number: <removed for forum post>
6th July:
BT infinity engineer appointment. 8am to 1pm. He is late. After 1pm. He arrives, looks at job and says he can't do anything. He says the phone line does not work.
I inform him the order I placed with BT is for a phone line and internet. He says there is nothing he can do as he does not ‘do’ phone lines. Another day off work. Lost wages, lost time.
No phone & no internet.
Fault is raised:
Date closed: 6 July 2012
Fault/VOL number: VOL012-<removed for forum post>
Open Product affected: Phone fault
Telephone number: <removed for forum post>
Lots of calls to BT. But getting nowhere at all. They tell me there is no fault on the line but will send an engineer that I might have to pay for.
8th July:
Phone line engineer arrives 8am to 1pm. He is on time. He informs me all the existing work is incorrect. They have connected all the equipment to the wrong exchange. It should be the Putney exchange but they have attempted to hook me into the Wandsworth exchange - which won't ever work. Still no phone & no internet. He raises a fault number: LS6 W80 <removed for forum post>
10th July:
9am call from Open Reach engineer. This is not a scheduled appointment. I've had no contact from BT. I am at work. He does not know the problem or the fault number. I give him the fault number and call him back 90 min later. He confirms that I have been connected to the incorrect exchange and cabinet? He can't do anything to fix the problem.
I want somebody to call me with a solution.
I don't want to talk with more people in India who can't help me or even understand the problem. How can this be such a failure?
I use website to email in a letter with the entire listing of existing fault details/number, order numbers etc.
Thank you for your enquiry. We will respond to your enquiry as soon as possible. Please make a note of your enquiry reference number and use it in further correspondence.
Your enquiry reference number: 120710-<removed for forum post>"
One of the issues I am finding is that BT does not link previous faults with new ones, or previous Orders with new ones, or previous Customer Numbers with new ones. Every time I speak to somebody they cannot find any details of the history of these problems so far. BT keep on cancelling my Orders and placing new ones; raising new faults etc. But nothing is linked and when I speak to people for help they can’t see any of the history of the line, faults, address, etc.
19th July, 2012:
I get an email from BT. They have cancelled their own Order again.
Order cancelled. Your order number is: BTCAA6<removed for forum post>
Dear Mr HUNTER, We confirm your broadband order's now cancelled.
23rd July, 2012:
Email from BT as they re-raise a new Order:
Your order number is: VOL012-<removed for forum post>
Check out your account and more about your service
Phone line starts(SL-N)
Phone number: <removed for forum post>
24 Jul 2012 before midnight
Track your order - you'll need order number VOL012-<removed for forum post>.
24 July, 2012:
Email from BT as they re-raise a new Order:
Good news Your order number is: VOL012-<removed for forum post>
Dear Mr. HUNTER, Your phone service is ready for you.
BUT IT IS STILL NOT WORKING..
Sometime around this date BT Priority Help gets involved and lots more phone calls ensue.
27th July, 2012:
After I talk to priority help line and say please don’t waste our time anymore with line engineers that come around and say ‘we can’t do anything’.
BT Priority Help book another engineer visit & we need more time off work again.
The next line engineers visits and he says it is the same problem. He says he can’t do anything. He says it is connected to the wrong exchange. And leaves.
He says his manager will call me. Fault Number: LS6 WPE <removed for forum post>
28th July, 2012:
Call from somebody from BT asking about my street address.
They say the address might not be correct.
29th July, 2012:
Next day call from Franz’s, fault line engineer manager.
He says:
A new order is going in.
Equipment might not be installed in correct place. Correct place should be CAB7 PCB 7 Putney.
Some part of the equipment might still be pointing to Wandsworth.
A new order to the exchange is being place to do it all again.
The address BT has for this flat will not be the problem as it is a new line installed by BT.
I need to wait till Tuesday and see if it works.
A New Order is booked; again.
Monday 30th July, 2012:
I call the priority help line and COMPLAIN again that BT are getting nowhere.
I explain that whatever you have been doing since MARCH 2012 to get this line working HAS NOT WORKED. I repeated what one line engineer told me that it might need to be connected to another exchange. Not WANDSWORTH & NOT PUTNEY but one called PUTNEY/CHISWICK???
I explain to somebody from BT Priority Help Care the days and days and days I have lost trying to get a phone line and internet installed into this flat…
I get a call back 30 min later.
Lady on the phone tells me that all the previous 5 orders have been placed with Wandsworth phone numbers. She has created a new Order, Order number 6, and it is an Order with a PUTNEY EXCHANGE phone number because all the other orders have been for a mix of the wrong exchange and all have used WANDSWORTH EXCHANGE phone numbers – which would stop this working even if the line and equipment was connected to the correct PUTNEY exchange…
1st Aug, 2012:
Text message from BT saying they are having "systems issues trying to correct and update data in the background, and exchange problems".
Monday 6th Aug, 2012:
Voice mail from BT priority care team: Informed "Problems with Engineering and Exchange. They will call back on the 08th of Aug."
14th Aug 201:
Emails arriving saying that your new line is now working.
But it is not.
6pm - ish I am called from BT Sunderland priority help care. Lady does not know the details of the case. She tells me the line should now be working.
I explain there isn’t a dial tone.
She tells me there is an address problem. Probably.
I explain the 8 months of issues I have been having.
She tells me to not get upset. She doesn’t know anything about this case.
She tells me “It can actually take up to 12 months to get a phone connected in London”.
She tells me “that it can be very complex to get a phone connected”.
She tells me there is a long winded email attached to my case. I tell her that the ‘long winded’ email she is reading was written by me in an attempt to show all the problems in the last 8 months IN ONE PLACE – something BT seem incapable of doing.
She tells me I have to wait 10 days until the address team finish their address checking.
I explain to her that the line engineers have told me it is not an address problem.
She tells me there is nothing she can do.
28th Aug
BT priority Care called me. Told me that they are still waiting for results from the Address Team.
29th Aug
BT priority Care called me.
Told me that it is connected to the incorrect exchange now. Wandsworth… The same thing I was told last March.
I got ‘annoyed’ and tried, again, to explain the entire story to the lady on the phone.
She told me she cannot see any records of my orders back to January.
She told me that she didn’t understand what the problem is, and that the records they have shown the line was working in Aug...
I asked her to get her manager to call me.
No manager called me; instead I get a call back from the same lady later in the day. She is trying to help but we are still getting nowhere. BT Priority Care are just trying to do the same things again, that have failed multiple times in the past. They have no solution because they do not know what the problem is?
30th Aug 2012
BT priority Care called me; lady might have been called Sharon? Another lady anyway.
She tells me a new order is going to be placed to get the line connected back to Putney.
I ask to speak to her manager. She says she will call me back.
She calls me back and tells me that her manager Kelly W<removed for forum post> a BT Priority Care Manager Sunderland(maybe?) is going to call me before 6pm. This is the 3rd time I’ve asked to speak to a manager at BT Priority Care. Nobody calls me back.
All I get from BT since March are people trying the same failed thing, again and again.
Now they want to check with the address team. Again.
Now 6 months later after getting it connected to the Putney exchange, they want to put it back to the Wandsworth exchange, where it was originally – and never worked? I question this decision? I ask why this is going to fix the problem if it is the opposite advice to what every line engineer (5 of them) has ever said. I get told that nobody can answer that question.
Friday 31/08/2012
Another set of emails and text tell me I have a new line that is working.
But of course it does not. The phone line is dead. No dial tone.
Phone number is: <removed for forum post>
VOL012-<removed for forum post>
Monday 03/09/2012
All the BT priority care line numbers with the PIN numbers I was given have stopped working.
I can’t make a call to get through to the BT Priority Care Team anymore.
So I phone the normal BT help number…
An automated system tells my phone number is on exchange that is having a high level of faults for the last 2 hours and then it automatically disconnects my help call.
I phone back again and I have to NOT give my phone number for about 4 levels of automated systems to get to speak to a person. This time get through to a person. In India.
I ask for help trying to get put through to the Priority Help Care Centre in the UK. I am informed by somebody in India that all BT Priority Help Centres in the UK have been closed for good – since last Friday. I have to explain, again, the now nine months of trying to get a line connected – to the Indian help desk. I told to wait while she speaks to her supervisor.
I get put through to a different BT Priority Help Centre in the UK. Not Sunderland.
I speak to a man. He says he will email the Sunderland Help Centre and Kelly W<removed for forum post> and get somebody to phone me.
I ask him for advice on what I should do to try to get a phone line connected – after 9 months of trying. He says he will try and escalate it but he does not want to step on other peoples toes?
I ask him to CC in the CEO of BT to the email he is going to send to Kelly W<removed for forum post>. He thinks I am joking….
It is Wednesday night of the 04th of September 2012
Still no call back from Kelly or anybody from the Help care team. This is the 4th time I’ve requested a call back.
And now my PIN numbers for the priority call number have been disabled so I can’t call them.
Of course; why would you expect anything less?
LETTERS OF LATE PAYMENT:
In the last 6 months I’ve got multiple letters from BT telling me I am late in paying for my line service. I get ‘account overdue’ letters even though I prepaid the 12 months line service in advance for a line that has never worked.
SADLY:
There are phone lines in the flats below me, either side of me, and all down this entire street.
There are phone lines all over London. There are phone lines all over the UK.
But sadly not one that works in my flat. I’ve been without a phone or an internet connection since I moved in. 9 months ago.
MARS:
The Americans have flown a Mars Rover, which weighs a ton, from the Earth to Mars, landed it, and driven it around a bit – all on another planet - in the same time BT has failed to install a working phone line into a flat in central London? I wish it was this funny..
GIVEN UP:
So now I give up. My endless frustration at BT’s total lack of anything even close to coordinated fault tracking or anything like co-ordinated customer care service isn’t worth the time or stress any longer. 9 months of stress, lost wages while I’ve waited at home for engineers, and countless hours and hours of my time wasted on hold or speaking to people that can’t help.
YOU SUCK:
BT you are the total pits.
I don’t think you could suck more.
Some of my account numbers have been GB 1084 <removed for forum post>, GB 1099 <removed for forum post>, GB 1038 <removed for forum post>, GB 1105 <removed for forum post>
Dozens of other reference numbers: <removed for forum post>

Further onwards (actually downwards or backwards):
I did respond (last week) to the request to contact the forum moderators directly and was told that that they could not help because this is now being referred to Ombudsman.
Thanks for the offer of help anyway.
Two days ago I did receive another letter from BT. Dated after I was told that I would never get another letter from BT asking for payment for something that was never done. "You will never get another bill". I get another bill.
So more, painful, calls to BT in India. Have to explain the entire 9 month situation again. More wasted timed.
Asked to wait while supervisor is contacted.
Told she can't help but I should call this number: 0800 169 4109.
Which I did. But of course that number requires a number and a pin. And they don't give you a pin number. So they have effectively just cut me off.
So I have to start the entire 'call for help about this bill' processes again.
(Don't forget I've been talking to BT now since January 2012. 9 months, coming up to 10 months and I still can't get a working phone line and I still can't stop getting bills for something that has never worked).
Additioanlly on top of getting sent another late payment letter I’ve see no letter regarding the ‘Deadlock’ process between BT and I – as ‘promised’ by BT. I was told, verbally, the letter would go out last Monday. It is still not here. I want to know if the process has began. So I try to get help with that on BT Help Chat.
My goal in the chat below was to:
1. Get help with the Ombudsman process. I wanted to know why I had not received a letter from BT as I was told I was going to on the date I was expecting.
2. Get a phone number to speak to somebody about the Ombudsman process that BT had started.
3. Find out why I am still getting late payment changes for a line that has never worked - in the 9 months since the initial line order was created.
I was not given a number to call for help. Claire, the Help Chat lady, would not give me the number.
I was told I was going to be 'called back,' which I was not happy with as I know from 9 months of past experiences with BT that I will not be called back.
Sadly I was getting very frustrated by the end of the ‘Help Chat’. 9.5 months of tryign to get a phone line working in Central London has left me a little stressed...
Please note that today is the day after the chat transcript below. While Claire was trying to be helpful:
I was not called back. I received no help regarding getting details on what stage the Ombudsman process is at and what I have to do next.
9.5 months now. No phone line. No solution. Lots and lost of endless frustration.
Days and days and days of stress and my own time and hence money wasted.

BT are totally incompetent & do know the meaning o...

Has anyone else experienced the **bleep** that I am going through with BT, broadband issues and their total lack of customer care? For 4.5 weeks my broadband (and therefore TV) has been down and from day 1 it has been an absolute nightmare. To cut a very long story short, every Call Centre agent has been totally rude and technically incompetent and despite 3 engineer visits + the server/account apparently being rebuilt, they still cannot even identify the fault and what they need to do to fix it. I am expected to wait in the house 5 hours for a 4th engineer visit so that they can look at it again. I actually was supposed to get this visit on Tuesday but the engineer did not call or turn up. I now have to waste my Saturday and I have no confidence at all that this will get me anywhere nearer a solution. 2 weeks ago I escalated the case to a senior Customer Service Manager who it has to be said, has been fairly good in keeping in contact with me in that he has phoned me however being told that it is still not fixed funnily enough starts to get extremely annoying and frustrating after about the 10th time. So, 4.5 weeks on, approiximately 12 hours on the phone and 3.5 wasted days at home, I'm nowhere. Further escalations have been refused, I have waited for higher manager's call backs that have never materialised (I wonder why they are always so busy to be put through) and there is no-one else I can talk to or email (oh yes, I'm spending most of my free time in a local cafe so I can get online). My only option apparently is to write a letter to their MD... BT are living in prehistoric times, they do not give 2 hoots about their customers, all they are interested in is collecting money. To add insult to injury I have been offered 3 months free broadband as compensation - an absolute joke when you look at the whole saga, the amount of time and money I have wasted + the fact that new customers are being offered 3 months free + a £25 John Lewis voucher. As soon as I have it confirmed that the actual phone line is ok then I will be moving to another service provider asap. There are several alternative names that BT can be given right now but I'm taking a leaf out of their book, I couldn't be bothered to try. If anyone knows any way to get things moving or improved, please let me and the rest of the world know, I am sure I am not the only unhappy customer.

Hi Talktothewall,
I'm sorry you're having problems getting the service up and running. I can check what's going on if you wish. Drop me an email with the order details and a link to this thread for reference. You'll find my address in my profile.
Cheers
David
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 but 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 :-)

Why is BT service so totally useless?

The broadband service was terrible. Infinity even worse. The installation of the service was like pulling my own teeth with pliers but more painful. The engineer didn't check it so it didn't work from the start after installation in the wrong place and messing up all the wiring. BT then wanted to charge me for the pleasure of sorting it out. After weeks and weeks and a complaint to the MDs office and several engineers later and a cost of hundreds to me in lost days and time BT managed to cobble together a working system. Well done.
It was still so poor that the wi-fi service just about issued a signal to devices a few feet away. Wow. Incredible. From a company with a de facto virtual monopoly. A monopoly since they own and operate most of the exchanges and then service them for all the ISPs. Hmm so it goes wrong when with company X you are still reliant on BT to fix it.
One problem they outsource this to Openreach via Kelly Communications. Who don't train their engineers because BT pay them whatever. BT then try to charge the customer to sort out the problems. Kelly Comms engineers are effectively self-employed so don't want to spend time fixing things just doing bare minimum. No wonder stuff goes wrong. All the time.
A few days ago the poor service that had meant hard wiring a computer to get internet access even though the modem was virtually next to it, turned to a really rubbish one. It started to drop and drop and then stop. Wi-fi according to the sales and customer support teams is a luxury add on. They line test the speed to the box and it gives a speed into the modem so they can say job done but we would like to charge you for an engineer to check it out. Again.
BT are very good on this rubbish upselling. Trying to charge to sort out their own issues and then sell more of the most awful services. But totally lacking on customer care.
In the meantime the BT Hub pumps out about 0.66 Mb on a download speed. Broadband was poor but better than this and cheaper. BT are confused, bemused, baffled and unable to act or to even think about compensating me for the sheer amount of time (and as a result money) spent trying to sort this out while their engineers are a) the wrong kind and not trained in this area b) baffled or can't be bothered and want to get someone else c) mess it up even more. Oh and all the time BT try to charge me for these call outs.
Truly an appalling company. And another thing your web site is atrocious designed to ensure nobody can find any contact information whilst offering advice to fix things online when you are trying to resolve an issue about not getting online.
So the question: why is BT so totally useless?

Not sure what that means ...80/20 is what?
But two things spring to mind:
1. the Homehub may be "capable" of delivering a reasonable speed over wi-fi - but it doesn't
2. the modem seems to be taking in top speed but then dramatically slowing down between modem and homehub
3. BT staff when faced with this problem say a) wi-fi is not their concern it is a luxury an add-on or b) they don't know
4. Infinity is oversold and as many others have pointed out the issue is in the sophistry of the wording "up to" what customers want is a reliable, reasonable service that provides something similar to that which is promised - add in a relatively efficient service that does not seek to charge of every engineer visit and to have engineers who may have some idea why a problem is occurring and have an idea how to resolve it.
I could add most people are not technically minded and just want what they pay for - BT fails on almost every matrix

BT Broadband - or total lack of...

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