Cut off from the world and spun a pack of lies - A...

Question

Hi people I've signed up to this forum in pure desperation, maybe, just maybe there is somebody from BT listening who can be bothered to listen to my cries and put me out of my misery.
My partner and I decided to set up a BT phone and internet package shortly before we moved into a new property in October.
All was fine our phone and internet was activated on time and we were using it quite happily up until the dreadful day (November 25th) when it inexplicably got cut off...
Various phone calls ensued between ourselves and various chaps (at current count about 9) in BT's Indian call centres during which we were spin a whole range of lies. To give you a flavour:
- The exchange is being upgraded to give you faster internet,
- The phone line is down and being fixed tomorrow,
- Your account was never set up,
- You've never had an account with us,
- Are you a business???
Now, I’m not an angry man but all this deception did rather hack me off. But I was about to get angrier still.
Finally we got through to somebody from the order management team. A Scott if I recall, unfortunately I forget his last name, but he is based in Dundee. So Scott proceeds to tell me that our line was installed by openreach but the order was never closed out, if that happens something times out after 2 weeks and the line gets cut off. This is our situation. So, Scott tells me that he would expedite our reconnection within a week and would call us back in a couple of days.
A couple of days pass, no call, no phone, no internet...  Five days pass, no call, no phone, no internet.
So finally I decide to call back. Learning my mistakes from last time I instantly bypass the Indian chaps and ask for the order management team. This time I get through to Laura. I explain the situation and she offers to pass me onto Scott (as he is dealing with the issue), great I think. I hold and hold until Laura comes back on the line, Scott is on his annual leave, he will not be back into the office for two weeks. Time to hit the wall!
So to cut a long story short I finally was passed to the elusive William. Suffice to say I was spun a similar story by William and he promised to call back, but no call, no phone, no internet. Just a pack of lies and broken promises.
It’s now two weeks since we were cut off and I cannot for the life of me get back in touch with the order management team in the UK, the people who should be able to actually do something. It’s an absolute disgrace that BT cannot resolve this problem in a timely fashion, I mean it’s not our fault, it’s theirs. My Partner is supposed to be working from home and she can’t. This is causing me a massive amount of stress, I just want it fixed!
Anyhow, maybe somebody is listening, probably not. But it makes me feel better to have a little rant. 
HOW HARD CAN IT BE BT? YOU ARE A DISGRACE TO THE UK!
Rant Finished  
P.S. No I don't want to email you back and explain my problem to yet another incompetent BT minion. I want somebody to call me personally on my number (it’s on your file) and sort the stupid thing out now! And Yes I will be reporting the issue to the regulator.

Answer 1

Hi Ernie_Wise,
Thanks for the post and welcome to the forum.  I am sorry for the problems that you have had.  I can help.
Please drop me an email to the email address in my profile, include your BT account details and the link to this thread.  I will look into this to see what is going on.
Cheers
Sean
BTCare Community Manager
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 :-)