Continual order failure. Unbelievable customer ser...

Question

Hi,
I am a Bt broadband customer and I was recently told that I would be able to update to the infinity service.
I have been trying to do so for weeks now and have been experiencing the catastrophe that is bt's customer service. I have called no less than 5 times and made an order online. Each time I have been told to expect a call from an engineer which never comes, I call up and the orde has not been put through. The last time I did this I told the guy on the phone that I had no confidence in gettin a callback, and he told me he would call me personally to check I had received this. I received neither call.
I am a busy person and at this point another wasted 30 minutes on the phone seems outrageous and pointless in the face of this systematic failure to deal with my very simple orders. Where can I go from here? Do I have recourse to just leave the service due to the atrocious service I have been receiving?
I literally cannot seem to extract the service I
am paying for despite somuch time
taken out of my busy schedule to try and fix this issue.
Really dissapointing and frustrating.

Answer 1

I have been a BT customer for 25 years and used BT Broadband for several years. I tried to upgrade my Broadband to unlimited from the 10GB limit with Broadband Option 1. Little did I think that by upgrading my Broadband I would downgrade my phone package from anytime unlimited calls to just evenings and week-ends... This was not clear on teh web site. I managed to reverse this after several calls but then my troubles really started when I tried to upgrade the Broadband by phone rather than online. I keep being given different options and agree to place an order which then fails. On several occasions I have been promised that I would be called to confirm the order has gone through but haven't been called. One order I agreed was for £18:80 that was for for anytime calls + unlimited Broadband with a 12 month contract. This order failed and BT failed to notify me as promised. The next order I placed on 22/04/2013 was for £17.65 for anytime calls + a 40GB limit also with a 12 month contract but this has also failed. I was promised I would get e-mail confirmation in 24 hours but had heard nothing after 48 hours. When I look online to try and see what package I am on I see "system error can't display account info". I would have though BT would try and contact me immediately if an order failed.
This has beeen rumbling on for several weeks now and my bill is increasing due to daytime phone calls which used to be free. I seem to be getting nowhere and have wasted hours on the phone trying to get through and explain what I want to numerous people in the UK and India repeatedly. The people are invariably polite but the service is dreadful and reminiscent of the old state owned GPO. If only I could switch without a penalty exit... Having said that I am happy with the products (Broadband, BT Talk and e-mail) - who would have thought that BT could make what I think is a straightforward request so difficult to achieve...