CUSTOMER CARE IS AWFUL! AND STILL NO BROADBAND!

I am a new BT customer. My broadband activation was nearly a week ago. I have now called BT 3 times and been told I would be called back. Surprise, surprise, no call backs. I would probably be sacked from my job if I behaved in this awful fashion. Why should a company like BT get away with it. This has to be the most dreadful start to any service I have ever experienced. I have wasted over 2 hours of my time trying to get answers with no success. Can someone from BT please help me?

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
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.

Similar Messages

Xperia z1: a BAD BAD experience regarding customer care, service center and sony india.

I have bought a xperia Z1 at 29th march 2014. I was very happy after buying it but after 2 months it becomes a trouble for me. after 2 months of purchasing i found a sensor problem occured in the phone, due to which auto rotate function was not responding. i submitted my mobile and after 7 days i got a new one. but unfortunately my mobile slipped from my pocket and fell down on floor, because of that my mobile phone screen gor a crack. since it was under accidental warranty i submitted my mobile phone to the service centre and they told me that they have sent the application for approval at 21st july. later on 23rd morning i got information from customer care, that my application has ben rejected. again at 23rd july they told me that they have again submitted the application an will revert in 2 days.
after 2 days i.e. at 25th they told me that there is no answer from sony india head office due to which they are unable to provide me standby. after a long argument with service head at customer care, service centre provided me a stand by, till i was using nokia 1100 . the biggest problem arised yesterday i.e 4th aug, when i called at service centre they told me that there is no approval and same word was on behalf of service center.
its been more than 15 days and the service center told me that i'll have my mobile after 15 days. now i'm losing my temper , no clear solution is provided to me and still i have no info about the application they have sent. this my message to aware all about the bad services provided to me by (don't know personally i.e service center/customer care/sony india). this is clear warning if i doesn't have my mobile within 7 days, i'm gonna complaint to consumer court.

Hi and welcome to the community! Since you're new please be sure that you have checked out our Discussion guidelines.
Unfortunately there isn't really much I can do to help you out. These matters are handled by the Local support.
- Official Sony Xperia Support Staff
If you're new to our forums make sure that you have read our Discussion guidelines.
If you want to get in touch with the local support team for your country please visit our contact page.

Over a week and still no broadband?????

I wonder if anybody has had a similar experience?
I signed up for the BT boradband and call package (10GB) on August 23rd. I was told that my activation date would be September 13th. I was a bit miffed that I'd have to wait three weeks to be able to call out from my new home, but I was patient. When the 13th rolled around, my phone was switched on, but not the broadband (I had received the hub earlier that day). I tried everything and still nothing. Called BT and was told it could take up to midnight.
14th came. No broadband. I was told 'it should be on tomorrow'.
15th.
16th.
17th. I was told 'by Saturday, for sure'.
18th. 'By Monday, or anytime before then. We'll call you'.
19th.
20th. 'Tuesday by close of business hours'.
21st...guess what? Still no broadband.
To be honest, I'm pretty shocked. It's been over a week. The worst part is, the only contact I've had has been by my instigation....Only one person called me back to say it'd be on today. And since I've had to haul my laptop to my parents house just to type this, you can guess I'm still not connected. The funniest part of all this, is when I load up my Mac, I can see that my neighbours have also got BT broadband, so we obviously share an exchange. But they're online and I'm not. I've been told repeatedly that it's some issue with the exchange.
I don't really know what to do now. I'm pretty close to calling the whole thing off, but if I call again and another person tells me 'tomorrow' or 'by midnight', I think I'd go ballistic.
As far as I know, all the equipment is working fine, I have a dial tone, I can make calls...just the silly hub blinking that annoying broadband light (orange) at me. For those who have experienced this, did it ever get resolved? How long did it take? What happened in the end?
Thanks.

Hi and welcome ...
Drop an email in to a moderator ....
They will chase things up for you ... BT Forum Moderation Team <[email protected]>
Include your account detail, phone number etc.

2 months and still no broadband

So on March 31st I rang to do a homemove, as I had infinity and my new home doesn't (even though it's nearer to the exchange and there's a fibre cab a 100 yards down the road but ours isn't in the rollout plan for some daft reason)
They said they had to cancel the broadband and order the phone, on Monday June 2nd I finally got my home phone connected, all though out the process I was told the ADSL would be connected the day after. On Monday I was told I couldn't have the broadband until Wednesday, on Wednesday I was told Thursday and on Thursday I was told Friday.
After 6 or 7 calls on Friday I was promised it would be on by midnight, at 33 minutes past midnight it's still not on.
This is meant to be with your complaints team who are useless!!!
No one is accountable and no one has a desire to take ownership.
Please can someone help me

Welcome to this forum.
This is a customer to customer forum only,
This is where customers help each other get the most out of BT products & services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
If you need direct help from BT or have an urgent problem please use this linkContact Us.
This is a public forum which can be viewed worldwide, so please do not post any personal information, especially phone numbers, account numbers, fault numbers, address information or email addresses, as this could be used to impersonate you.
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.

Activation date passed and still no broadband

Hi Everyone,
I recently switched from Orange to BT as I was having an issue with my broadband that Orange were far from helpful about.
My equipment (HH4) and activation email arrived on 16th September to say everything was ready to go.
I followed the steps that came with the equipment, but the Hub light never returned to blue. It is stuck on orange and the broadband light is flashing red. I've been in contact with the BT support team for the last 3 days, but have just grown more frustrated. They advised me to wait until today to see if it would connect, so I did, but still no connection. They said they would book an engineer but when I rang back they wanted to do some extra tests, which are scheduled for this Friday.
If any moderators could help, anything would be appreciated. It's now been a month with no Broadband, and the support team are slowly driving me insane.
Thanks in advance.
Solved!
Go to Solution.

Hi marsay,
Welcome to the forum, I'm sorry to hear about the problems you've had switching over to BT and we'll be happy to look into this for you. Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.
Cheers
Neil
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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Activation date 2 days ago and still no broadband

Hi Everyone
I ordered broadband on an existing bt phone line on 17th June and was given an activation date for 3 weeks later. My activation date was Monday and 2 days later I am still without a connection. The website tracker syas that "Your Broadband order is in hand with a member of our team, if there are any issues we will contact you. Please continue to check online for further updates" The Indian call centre promised me a call back as they needed to contact 'their supplier'. 24 hours on from that phone call and this hasnt happened. Would a mod be able to give me their contact details so they can look into this to find out what the delay is and how long the process might take. Working from home means I need a continuity of internet provision moving from one supplier to the next.
Thanks in advance
John

Just finished a live chat session as the promised returned phonecall never materialized. The operator said that "The reason for the delay is regarding the ground work for the cables to be connected from the exchange". How can this be the case when it's BT broadband coming through an already installed BT phone line that has been carrying broadband from another provider. It's not BT infinity as that hasnt rolled out to this part of Bristol yet. In the live chat he said that I should have broadband by 13th July, which is a whole working week after the promised start date.

7 Weeks waiting and still no Broadband installed !...

Why do BT keep telling me the 'problem' is sorted so i can once again waste my time sitting in for a BT engineer onlt to be told not coming as the problem in the cabinet is not fixed! 3 scheduled engineer visits now and no further progress.

the forum mods can look into this for you and at least get an update if not actually help get it moving they will post a contact us link when reading this
After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email
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Why is BT Customer Care So Bad at Dealing With Com...

More appropriately, BT Customer Care ought to be called the BT Customer Barrier. Its primary function is to defend BT from the problems its customers may be having and its fundamental ethos is that the customer is always wrong.
This is made abundantly clear at the point of initial contact, its internet pages, where the first thing to greet you is the statement that most faults occur within the customer’s own infrastructure. This bizarre assumption is carried right through the extensive faults procedure where each step is directed remorselessly toward persuading the customer to find and fix a fault that without further investigation is undoubtedly on their own premises and of their own making; BT does not admit that faults might occur outside of customer premises or make provision for those who are competent enough to have already carried out these basic checks and want to move on. Neither is there a clear onward step for BT to take ownership of a reported fault after the checking procedure has been completed – again there is an assumption that all faults are the responsibility of the customer. For a persistent customer it leaves the complaints procedure as the only option to progress.
The complaints procedure is another mechanism dominated by the customer-is-always-wrong ethos. The first thing a customer service operator will do is to insist a customer go through the same step by step procedure covered by its internet pages, regardless of whether or not the customer has already done this. Presumably the operator is trained to believe that the customer is incompetent. There is a pre-scripted, condescending and belittling conversation that follows which often involves the customer service operator magically changing from a care representative into a sales representative, offering new packages and various pieces of equipment that he is almost sure will cure the fault. The last resort, if a customer manages to stand firm and turn down all these alluring offers, is for the operator to reassure the customer that everything will be all right if they just be patient and give it a couple of weeks. Then it’s goodbye.
During the lifetime of a fault this procedure will repeat itself several times and each time the customer service operator will behave as if it were the first. BT appears to have no method of gathering useful retrievable information about a specific complaint or sharing it between operators. Eventually frustration and anger from a customer will lead to elevation where the customer is promised a call-back from a BT engineer. Call-backs from BT engineers are not lightly won.
If you are lucky to be promised a call-back you will be given a time slot and an automatic telephoned reminder first thing in the morning while you are still in bed. A pre-recorded voice message from a hugely condescending and suspiciously sceptic female will make sure you are awake and ready for your call, which may not be for several hours. If you are very lucky your call-back will be made, but often they are delayed or forgotten or have not been booked at all. And, of course, it will be your fault.
I know all this because I have been through it on more than one occasion. My latest battering against the BT Customer Barrier began four or five weeks ago after I had meticulously carried out my own checks. For some months I had noticed that BT broadband was either dropping out completely or reducing strength to download speeds that were unusable, sometimes as low as 0.01mbps, but mostly between 1 and 2. This always seemed to coincide with peak times when my BT contract assured me my signal would not fall below 5 or 6. My own checks consisted first of looking closely at my wifi which at the time admittedly was quite weak. I installed a wifi repeater which boosted the signal but did not resolve the problem so I changed my phone filters but this did not resolve the problem either. I tested the line using quiet mode but there was no noise on the line, I changed my router, I repositioned my router, I changed to Ethernet and used only the BT service socket cutting out all intermediate infrastructure in my home, and I tried all of the above whilst turning on and off various devices I thought might affect my broadband signal. Nothing solved the problem.
At this point I fully believed I had covered every possible self-check known to man, but BT felt differently and tried to make me go through them all again. BT then told me it was my router, which I knew it wasn’t, and that I would have to buy a new one, which I already had, so I declined; then they told me that most probably there was work going on in the area that I did not know about, but neither did the operator because when I asked him about it he admitted he did not know if there was work going on in the area or not. I actually admire him for making that bit up; it showed a spark of spirit. Eventually he told me everything would be all right if I was patient and to wait a couple of weeks, and then he said goodbye.
Everything was not all right and after two more weeks, two more emails and two more conversations that had to begin from scratch because BT had forgotten everything I’d said previously, I eventually won my call-back from a BT engineer and an agreed time slot. Only it didn’t happen. I waited for the call but it never came. A call did come, nearly an hour after the allotted time slot, but I was not there having already given up waiting for it. And that was my fault again.
So, what is wrong with BT Customer Care? Well, just about everything to be honest. It is fundamentally flawed from top to bottom. It has a preconceived conviction that the customer is always wrong and does nothing to hide that conviction. From a customer perspective it is like trying to swim up a waterfall. They make you feel so small. BT Customer Care needs dismantling and rebuilding from scratch, it is an appalling, abhorrent and arrogant organisation that ought to be banned from having the name British in its title; I am pro-European and British, and I am ashamed that BT Customer Care can use the same designation, which is less confrontational than it sounds given that it is mostly located in India. It has become the benchmark by which all poor customer service in Britain is measured by, a level of incompetence to avoid. It’s no coincidence that other internet service providers make a major selling point of not having the same customer service setup as BT.
Eventually my call-back came after weeks of trying and BT agreed to monitor my broadband speed to see themselves what was happening – an appropriate course of action I suggested at the outset. No apology because, naturally, I had been wrong to suggest it and it had only become the correct thing to do when they thought of it. They agreed to monitor my broadband speed and to call me back after three days. After only one day I received an email saying that I should monitor my own speed and send them the results. I pointed out that I had already done so, several weeks earlier. I sent them new results. In all the speed test results sent to BT a clear pattern of drop-out and poor signal strength at regular times during the day were obvious. BT then took to calling me back at times when they knew my signal would not be dropping and asking me to run a speed test, thereby proving I was wrong about having a fault on my line.
Fault or no fault, BT Broadband remains unusable for around two hours per day. When this current contract ends I shall be looking for a new provider.
Solved!
Go to Solution.

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
By posting on the forum I assume you would like assistance and not just a rant to blow off some anger
you appear to have tried what normally would be suggested but in order for the forum members and/or mods to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Someone may then be able to offer help/assistance/suggestions to your problem
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’.

POor Poor pathetic customer care

Hi Sony website states : Sony offices located in your area should be your primary point of contact and will provide you with the best and quickest service. THIS IS ABSOLUTELY FALSE. The Local office keeps sending the same response without understanding the question. My question is, as spelt out to the Local Customer Care: Please read and answer the query below: I would like to pre-order the Sony Xperia Z1 Compact announced at CES yesterday. http://blogs.sonymobile.com/press_release/xperia-z-1-compact-best-camera-in-compact-waterproof-smart... Hi I would like to pre-order the Sony Xperia Z1 Compact announced at CES yesterday. http://blogs.sonymobile.com/press_release/xperia-z-1-compact-best-camera-in-compact-waterproof-smart... Please help me to do so... I have waited since November for this product... Please assist me... And in all cases they respond with: Thank you for contacting us, and if you have any other queries please contact us again we'd be more than happy to assist you anytime. For the latest news, information and product support please visit www.sonymobile.com. If you require any further assistance then please do not hesitate to respond to this email. Thank you for contacting the Sony Xperia support centre. In regards to your question about the Xperia Z1, kindly find the below: We would like to thank you for your loyalty to Sony. Find below the nearest dealers to your current location, they will provide you the necessary information. For Sony Mobile Dealers in Saudi Arabia kindly check below the following numbers: Modern Electronics Co. Ltd. (Sony) Takhassusi Street - North Near Ford Cars Showroom Riyadh Tel.: 920007669 Fax: 2812399 E-mail: Modern Electronics Co. Ltd. (Sony) Al Thugaira Street Opposite Tuwyan gas station Qassim Tel.: 920007669 Fax: 3247881 Email: [email protected] Modern Electronics Co. Ltd. (Sony) King Fahd Street Near Najmat Madaen gas station Al Kharj Tel.: 920007669 Fax: 2231476 Email: [email protected] Thank you for contacting us, and if you have any other queries please contact us again we'd be more than happy to assist you anytime. For the latest news, information and product support please visit www.sonymobile.com. If you require any further assistance then please do not hesitate to respond to this email. In Jordan dial 0800 22023 In Bahrain dial 8000 47 94 In UAE dial +97143919880 In Egypt dial 16727 In Saudi Arabia dial 800-8200-727 Please be aware that should you not respond within 5 days of this email your query will be automatically closed. Any further communications will not reach our support and a new query will need to be raised.

Hi and welcome to the community! Since you're new please be sure that you have checked out our Discussion guidelines.
I'm not sure if your local support team are able to take pre orders on the just announced Xperia Z1 compact but I suggest that you give them a call or check with any local Sony store if the pre orders have started yet on your market.
http://www.sonymobile.com/global-en/support/contact-us/contact-info/
- Community Manager Sony Xperia Support Forum
If you're new to our forums make sure that you have read our Discussion guidelines.
If you want to get in touch with the local support team for your country please visit our contact page.

Still no broadband light

My line was fitted on the 1st april and my activation date was 31st march. When the engineer installed the line i had no broadband light on the hub so i rang bt and they said the activation date was wrong and it was actually the 1st of aprill so i waited untill the 2nd and still no light, so i rang again and i was told i will now have to wait untill midnight 4th aprill. So i waited and still no broadband rang again and told me wait untill 6th aprill and guess what still no broadband. I have rang twice today and the guy said he would test my line and call me back and twice he never bothered to call back.
I am starting to get a bit angry now all i want is what im paying for it just seems like i will never see that broadband light come on.
What should i do?

just in case nobody calls you back I would contact mods for help http://bt.custhelp.com/app/contact_email/c/4951
if you get a call then you can always cancel mod help
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’.

Slow broadband speed and a lack of customer care -...

I am so close to throwing in the towel with BT. The service I receive is both inconsistent and laughable, the customer care is non-existent and the price I pay is more than VirginMedia.
Why do I stay? Why do I persist with an organisation who are just not interested?
Anyway.
My broadband speed veers from 500Kb to 2Mb, but BT Technical insist I am capable of receiving 8-10Mb
The full story of my latest attempt to deal with BT Technical is here: http://brennigjones.com/blog/?p=2776
I am really at the end of my tolerance and tether, but if anyone can help with a last-ditch throw of the dice, please let me know - otherwise I'm off to VirginMedia.
Thanks

Hello David,
The results of the test are below. What do we do now?
<script type="text/javascript">// paintProgressAndMessageOnBar(-1 ,"One Last Test Required" ); // </script>
This Test comprises of two tests
1. Best Effort Test: -provides background information.
Download Speed
1845 Kbps
0 Kbps
7150 Kbps
Max Achievable Speed
Download speedachieved during the test was - 1845 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :8032 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 7000 Kbps
2. Assured Rate Test: -provides background information.
Download Speed
542 Kbps
0 Kbps
600 Kbps
Max Achievable Speed
Download speedachieved during the test was - 542 Kbps
For your connection, the acceptable range of speeds is 576-600 Kbps.
Additional Information:
Assured Rate IP profile on your line is - 600 Kbps

Lightroom 5 - I downloaded original purchase 2.14. After a crash I reloaded today. I can see the files but can't open. I don't want monthly cloud subscription I want open the program. Customer Care (no phone support and email are awful)

Why won't my LR 5 open?

I have described the whole issue here. It seems like there is NO support unless I buy a subscription.
After paying for this CD (Amazon) and I have the serial # . The files are there but nothing opens.
Customer Care on the website is useless! All it does is go to troubleshooting which didn’t help at all. That’s how I got to forums.
I have WIN 8. No screen capture, all you see are files/folders.
Carol

Terrible customer care, still havent received serv...

Another unresolved BT customer care case study....
I gave BT a generous 2 full months notice for my order of BT Vision, Phone and Broadband, which was agreed to be in place on the 23rd August. This of course did not happen and despite giving BT that much notice I still do not have full service. (2nd Sept) After my experiences with BT I have come to the conclusion that BT are very reluctant to provide the services that they advertise to the public and clearly do not require any of our business.
After several phone calls spanning the last week and a half I have finally managed to get broadband live yesterday (1st September) but the TV is still not working. After an hour and a half of phone calls last night (during which I had to speak to 4 different people, one of which put me on hold for 20 mins which then hung up!!!!!) I was told that BT would have to cancel our TV order and reorder it, this would apparantly take another 6 working days. This problem was apparantly due to the fact that someone had duplicated our account! I was promised a phone call today at 11 AM to confirm the order, which inevitably hasnt came! Am i expected to wait another hour and a half on the phone tonight???? and another 6 working days from whenever I manage to get through to BT again???? Obviously BT customers are expected to have nothing better to do than follow up everyone of BT's mistakes.
I have heard horror stories about BT prior to ordering this package and foolishly went along with it anyway. I would urge all potential BT customers who read this post to seriously consider their choice media provider options, not in any small part due to the fact that it seems BT are incapable of providing even the most basic of customer service.
I would welcome anyone from BT attempting to resolve these issues (god forbid), or any other member offering any possible solutions or alternatives?

Hi Leannecooper4888
Send me an email using the contact us form in my profile.
The address for this form is in the section about me at the top of my profile.
Thanks
Stuart
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 :-)

I hate to say - DISATISFIED WITH with CUSTOMER CARE RESPONSE and VERIZON in all for first time.

I am currently on National 900 plan on Motorola Droid. I switched from AT&T primarily because I love to use data on mobile. Verizon provided me the unlimited plan. I was a very happy customer with Verizon untill now.
Scenario -
Today, I called up Verizon customer care executive to see why bill for the month was not readjusted. Can anyone believe it its staggering $1137.73 [Roaming charges 1019.19].
Since this January, I am visiting to Canada. On first visit in January, I called up customer care to see what options I do have to use my phone in Canada as I use it in US. Verizon had a wonderful plan - just the monthly data plan is escalated appear. 30-40$ extra than the normal appear. 29.99$ plan. I happily added that plan before visiting Canada. While there is Canada, I did get notification couple of time that I am exceeding data limit but again checked with customer care later - they readjusted the bill as that was 'FALSE ALERT' as I was on unlimited data plan while roaming as well in Canada since I paid the additional prorated of (30-40$) for period of my stay there.
This equation worked for first and second visit - Unlimited Data while I used to get FALSE ALERT.
On my third visit , things changed - Verizon stopped providing the unlimited data services. I called up as usual before this visit. Customer care executive said - you are set to go to Canada now. I was not very specifically told on call that the rules have changed now and there is limit to data usage while roaming. During this visit also, I got the alerts - I assumed this was also a FALSE ALERT like prior one.
But this time, it was not FALSE ALERT, now I charged with this fee. I raised my concern and called up customer care appear. 10 day before [today is March 6th], they assured me that it is going to be re-adjusted ONLY for this time. And, they also asked to check account after 48 hours and if not readjusted please call. But, I checked my account today and it was not readjusted. So, I called up customer care executive for half an hour -- not willing to listen to any logic of mine and he said politely 'SIR, WE CANNOT READJUST YOUR BILL' . I am still trying to figure out where is my fault when I was not told DATA PLAN HAS CHANGED FROM THIS VISIT.
I hope senior management will look into this matter and re-adjust current bill. It's due this March 10th. I would appreciate any positive response prior to this so that I can pay the bill and BE A HAPPY VERIZON CUSTOMER.
Sincerely,
Manoj K. [removed personal information]

I called them back yesterday night, not willing to listen my story. Sir we sent you SMS notifications. But these notifications, I also got when I had unlimited plans on first and second visit. Then customer care told SIR you don't need to worry - but this time I should have been very specifically told rules are changed before changing my plans which I wasn't. I was under impression that I am on same unlimited plans.
A job not well done in COMMUNICATING TO CUSTOMERS and using that an opportunity to OVERCHARGE $1100 - INSANE for one month bill. None of my fault. SMS notification is no communication as earlier SMS noitification were false positive and bills were adjusted as I was on unlimited data plan.
Now you change the rules and send SMS Notification; RULE CHANGE, one is not aware of.. ANY NORMAL person will treat SMS notification as FALSE ALERT.. isn't it??

Verizon Edge with no discount and 4 hours of wasted time with Customer care

So far my experience with Verizon has been far short of superior as it should be for the number 1 carrier in the nation. I tried to open an account using the Edge program and did not qualify. This was on the same day that the down payment for the Edge program became available. I called to determine why I was ineligible and try to find out if there was any way to become eligible and was told no and was told several times to just start a 2 yr agreement. 1 hour wasted when I could have just paid a down payment that day and none of these future problems would have occurred. Fiance opened an account in his name on the Edge program for me. I already had a prepaid account with a telephone number I wished to keep but was told in store that this would not be possible. Account was opened with a new telephone number which I will refer to as telephone number A. I contacted customer care and was informed that it would be possible to keep my telephone number which I will refer to as telephone number B but was unable to do get it done at the time due to not having both of my phones with me. 30 minutes wasted as it should have been done in store the number transfer. Was able to call back later and get my prepaid account with telephone number B added to my new account with my telephone number A. We then proceeded to switch telephone numbers so that I had my original number, telephone number B, and then cancelled the additional line. 1 hr and 30 minutes wasted!!! New single line plans come out and I chat in to change my calling plan to the Single line plan with 1gb of data for $60 and $50 with my Edge discount. Chat representative changed my plan to the More Everything plan with 1gb. This was not at all what I wanted as I'm trying to save money and I was hit with a huge bill. Called in about bill got plan sorted out and am informed I no longer have the Edge discount because I'm using telephone number B. I'm informed the Edge discount was applied to telephone number A and I can not have that discount using telephone number B. This by the way took over 2 hours after I was informed by the customer care agent on the phone alot of inaccurate info. I was informed the 1gb single line plan was a loyalty plan and I was not eligible until my account had been open for 1 year. I was also informed that the Edge discount did not apply to the single line plan. 2 hours wasted After speaking with a supervisor I was still unable to have my Edge discount applied. How can this be Verizon? How can I purchase a phone on the Edge program, be given a discount and then have it removed simply because I wish to use the telephone number I've had for over 10 years? I WAS NEVER ONCE INFORMED I WOULD LOSE MY DISCOUNT!!!! I went from prepaid to the Edge program because I wanted a new phone and 4G and because of the Edge discount making it very close to what I was already paying. I've wasted 4 hours on this when all of this should have been done in the begging. If I had been able to put a down payment down I could have had my number then 90% of these problems I wouldn't be having. You can't tell me there is no way to use my number and not get the Edge discount. VERY UNHAPPY!!!

So ChristinaB_VZW replied to my post. You would think I would get a little further help regarding my issue, correct? WRONG!!! I told her thank you for helping me and she asked me to reply back with my original message copied and pasted which I did on 4/8. I waited until 4/17 and had not heard back so I responded back to her. Still haven't heard anything from her. Do they simply post on these forums so that customers have the appearance of receiving assistance so that in public it looks as though I've been helped when in actuality still nothing has been done. I could understand if I was begging for a new phone or wanted $100's of dollars off my bill for no reason but I'm not. I want the discount that I should be receiving as part of my VERIZON EDGE AGREEMENT. This is the worst experience I've ever had with any kind of services for money. I know one thing for a fact and that's one you are a customer you no longer matter. So thank you ChristinaB_VZW for making Verizon appear to care about customer issues when in actuality they do not. I will be sure to never recommend your services to anyone and to reference this issue and lack of customer support for that reason.

CUSTOMER CARE IS AWFUL! AND STILL NO BROADBAND!

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