Frustrating lack of phone service - bad wires, bad...

Hi there,
I have been without phone or broadband now since 20th March.
Over the last month i have made over 15 calls to the BT support numbers, had two engineers out (the first didnt turn up) and have a 3rd on the way.
Basically, after the first run of phone calls and several line tests later (if it failed the first time and i'm calling back for the eighth time, why are you making me do this over and over again?) an engineer arrives after two weeks of no service, and within 5 minutes says there is a phone line problem within 50 meters of my house, looking out the window he can see the telegraph pole is about that distance. No problem he says, give me an hour and i will have it fixed.
30 minutes later, he comes back and says he cannot climb the pole as it has been labelled as unsafe to climb, and this was back in 1997! He needs to call a few people to see what options are available.
An hour or so later, he has to leave as he is not allowed to scale the pole. It is transferred to another nameless department for a "pole team" to come out and fix it. I have no numbers, names or issue reference numbers given to me.
This was 2 weeks ago and i have heard nothing. I called up support again today and after a very long phone call (none of this was logged in the issue notes!) i have another engineer coming on saturday.
Im fearfull he will just tell me the same again, and the problem will just disappear into another black hole.
Each time i have called it appears no notes are being made, calls arent being transferred or people are just ignoring/deleting the information.
The really crazy part is the pole is in someones back garden with no road access, so no machinery can be used. I can only imagine if a pole is going to be replaced, it would involve getting permission from 2-3 garden owners, cutting 20+ houses off, manhandling a pole down, carrying it out, bringing another back in, erecting it, and then reconnecting all the houses again, all by hand! The amount of time that could take just makes my head hurt, but im no expert, maybe its simpler than that.
Can someone, ANYONE, just tell me what the **bleep** is going on and wether I just need to transfer to cable (only option without a phone line).
Has anyone else had to deal with such a ridilculous turn of events? I'm in serious need of some support here, never mind my twitchyness of having no internet for a month.
I'll admit the call staff have always been very courteous and as helpful as they could be, but it's clear this kind of problem is outside of their experience and expertise and i should be talking direct with the departments responsible here in the UK.
Update: while i was typing this, a call centre manager called me to let me know it had been escalated "to the highest level", whatever that means. I'll let you know what happens...

OK, I'm back from my holiday. Nice to see there have been no more responses or private messages to me, and the "escalated to the highest level" apparently just meant throw it in another pile over there and let some other indifferent individual take care of it.
Now maybe behind the lines, maybe this had been escalated, however no one i have talked to since has said as much.
As it happens, i managed to get it sorted myself by harrasing the support line.
A new engineer came out and discovered that a pole team had actually been out, and then that was that. It was again just left for ME to chase YOU again. Your own engineer didnt know this had happened and only through checking the pole himself again and making several phone calls did he discover he could climb it.
When he climed it, he discovered my line was disconnected. Not broken, Not eroded, DISCONNECTED. Someone went up there and physically unplugged my phone line.
It also turns out, that another support call was placed in the same area just a few weeks before, but for some reason it is on my account. Apparently an engineer replaced wires between the exchange and my house. I have no idea what that is about.
Yesterday, i was called by a very nice bloke, a senior manager from BT Open Reach. he is now investigating why it took 20+ phone calls, 3 engineers (one who never even turned up) and 4 weeks and 3 days for this to be fixed.
Im expecting calls from senior UK support and billing today.
Also, your line testing system is atrocious. The number of times i was told "well, the line test succeeds - so we need to do all these other things now" when in fact it NEVER WORKED. Your system tells lies and created me an inordinate amount of work having to go over and over the same things every time i called.
And finally, When you have a support call open on someones account, and they are waiting for an engineer, dont auto close the call after 2 weeks of "inactivity" and class it as "solved". Call them up and check it is actually fixed!
/rant ends

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All this would be bad enough.. Along the way, this "tech" said, "if I'm wrong I can admit it" When it was proved I was right, that it was ALL my equipment causing the problem.. He refused to say it was their problem. I can understand a faulted diagnosis path but not the "Blame the customer" attitude"
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Try this:
Adobe | Sales Inquiries
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Appalled by the lack of customer service - NEW PHONE is DEFECTIVE

I was leaving for California at the end of July and needed a battery for my Galaxy Note 2. There were none to be found. Verizon agreed to allow me early upgrade to the Galaxy Note 3. After daily phone conversations with customer service, I finally got my phone 4 days after it was to be shipped next day air. I had to pay $75 California tax and a $15 next day fee. I live in Massachusetts and although we are known as "Taxachusetts" - it would not have been that much if sent to my home. Needless to say, I get the phone and it is unable to hold a charge (not being used) for more than 8 hours. I called customer service at least 10 times for a matter of at least 8 hours and have no resolution. I cannot get a new phone because I am beyond the 2 week deadline - "Really?" at that point I had the phone for 3 1/2 weeks. I have a phone bill sitting on my table for $418.00 (to include equipment) - I will not pay for this phone until they send me a new one. I do not think that is unreasonable, yet, each of the 10 customer service and supervisors I spoke with told me that is not possible - no one could do that for me...Look, all I want is a phone that works and VERIZON WILL NOT ASSIST ME WITH THIS SITUATION!!! I have been a customer for a long time and am absolutely appalled by the lack of customer service!!! I am asking those on here for help. What carrier should I move to? Evidently Verizon does not need my service - and I am happy to share with my "Friends and Family" what a deceptive company this is. So what do you all suggest?

It's as my original messages states. After taking the iPhone5 to a verizon store and being told is was a known defect with the screen, we sent the phone back and received a refurbished phone. After weeks, we were sent an email with a picture imbedded that would not display. It stated the phone had internal damage. We certainly would not have returned the phone had we not been instructed to do so by Verizon or if it was damaged. We requested to send the refurbished IPhone back - we would have rather paid for a brand new phone than $300 for a refurbished one. We were told we could not. Beyond this - the support was unreal. The first person we spoke stated there was zero record of our original call to support to return the phone although our detailed calling bill showed a 35 min call. Three calls later and no one was able to show us the damange, prove it was our phone, etc. I'm not convinced this isnt some sham to get more money to be honest. We've been with you for 10 years. I do not want to pay for a refurbished phone especially when a verizon tech instructed us to send the original back due to a defect.
      From: Verizon Wireless Customer Support <[email protected]>
To: flash sam <[email protected]>
Sent: Tuesday, October 28, 2014 4:16 PM
Subject: - Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
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Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
created by Verizon Wireless Customer Support in Verizon Wireless Services - View the full discussion             There's no need to consider canceling service with us flashsam. This is certainly not the wireless experience we want you to have! Let's take a look and see what options are available and keep you as a happy wireless customer. If you can send us a private message then we can look into this.
Thank you…
ArnettH_VZW
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Very frustrated with poor customer service and lack of integrity

Earlier today my wife and I bought a TV from your Huntsville, AL store (removed per forum guidelines). We were looking at your 32" TVs and had several questions about them. After flagging down a sales associate, we questioned the pricing of several TVs. They were advertised under the display as one price, then where the inventory was at, were labeled a different price. The sales person confirmed that the smaller price was the correct price and the displays were incorrectly labeled. We proceeded to pick out a 32" Vizio E320I-B1/E3 TV that was labeled $219.99 where it was stocked (There were two rows of this TV all labeled $219.99) and the display was labeled $259.99. Again, I flagged down the sales associate (Taylor) on the floor and questioned the display pricing vs the shelf pricing. He AGAIN confirmed that the shelf pricing was the correct pricing and the display pricing was for a different model. We proceeded to check out, purchased a 2 year protection plan along with an HDMI cord and were on our way, new TV in tow. On the way home we reviewed the receipt and noticed we had been charged incorrectly for the TV. It rang up as 259.99 even though it was clearly labeled 219.99 and we had verified TWICE with an associate that 219.99 was the correct price. We went back to the store, thinking we would be refunded the difference. After spending over 30 minutes with customer service explaining what happened, customer service informed us that they could not refund the difference even after we showed them where the TVs were at and priced as 219.99 AND verified with the sales associate that he had confirmed that price with us TWICE. We then returned the TV for a full refund, to which my money is still tied up in the transaction until sometime next week (all for a TV that was FRAUDULENTLY sold to me!!). Not only was it mislabeled, but your sales associate told me TWO times that the labeling was correct. I am disappointed with the lack of customer service that we received. It is beyond frustrating to me that your company is unable to honor a $40 error in pricing that your very own sales associate confirmed. I believe that the store was 100% at fault for this situation and am more than displeased with the original situation and the events that followed. I consider it a disgusting lack of integrity to fraudulently sell a customer an item and refuse to right the situation when able. There is no doubt in my mind that the store manager (Cedric) or division manager could have authorized the TV to be sold at the price listed (and confirmed by the sales associate twice!) but they simply chose not to. Prior to today I had a positive view of Best Buy and considered it my store of choice for many items. My wife even did seasonal work for this store several years prior. Unfortunately, I will no longer choose to give my money to a cooperation that does not value integrity, honesty, and accountability. I understand that you are a large corporation and my few purchases probably won't even put a dent in your profit margin, but I would just like to remind you that I represent your entire customer base. If this is the type of customer service that your company prides itself on, then I am sure this is only one of many incidents. I find that extremely unfortunate. I will now be purchasing the same TV from another company for $259.99 (where it was actually labeled correctly, and the sales associate is able to accurately confirm the pricing). My future business will not be with you after today.

Hello lauralou1105,
Purchasing a new TV should be fun, exciting, and straightforward, and not be complicated by unclear signage and conflicting information. I very much regret that this was your experience at the Huntsville store.
I completely understand your conclusion that -- after the attempts to verify pricing that you made -- you should have had no questions and no surprises about the cost of the TV after purchase. Did Cedric give you any explanation as to why the TV you bought rang up at a different price or for his not honoring the display pricing?
It is wholly disheartening to hear that this experience may influence how you shop in the future. It is my hope that you will one day give Best Buy another chance to win you over.
Please know that I'm grateful that you shared your experience with us.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

I recently had my iPhone 5c screen replaced. When I switch the phone on all I can see is a dark blue/navy backlight on the screen. The phone powers on although I can't see the apple logo. I can ring the phone a bad Siri is fully functional.

I recently had my iPhone 5c screen replaced. When I switch the phone on all I can see is a dark blue/navy backlight on the screen. The phone powers on although I can't see the apple logo. I can ring the phone a bad Siri is fully functional.
I Have tried to soft rest it but it does not work.
can anybody help?

Belly114 wrote:
Unfortunately because you have violated the warranty - it will cost £216.44. See https://www.apple.com/uk/support/iphone/repair/screen-damage/
Unfortunately, since an unauthorized party opened it, Apple won't have anything to do with it at all. It's not eligible for an out of warranty replacement.

No phone service

I am a customer who receives your internet for 34.99 and lifeline landline service.
I chose lifeline service for the landline rather than my lifeline cell as I was told I can only have 1 according to the Govt.regulations. I was also told I had to have the land line to keep your internet on. So I chose to have the landline than the safe link govt. issued cell phone.
Did you know your competitors do not need a land line to access the internet so I’m wondering if this is true or needed.
Now here is my frustrating issue,for a while I have been having very bad interrupted internet load and speed for the last few months. Been told to just shut off and on and I had someone come to my house on one occasion last month who left for 3 hours and I had to call Verizon to find the worker and dispatch. They located him and her so I got a call back from them and finally was told to just plug my internet back on, and that was it. It worked for a little while. Then off and on again.
But since the 14th of July to my knowledge I have had no PHONE service now. NONE. No One can reach me either. I honestly find this unnaceptable, Verizon. I pay my bills on time and would like to just get answers and some service . I have been patient up to this point . I am also a customer who does not mind to pay more if it mean more better service.
I have made numerous calls ,been disconnected after long wait times, bounced from one person to another ,a number of times people came to my house and my building to fix the problem.
On a number of times I have dealt with inconsistencies like dates made when they actually come a day EARLY when I am not there. I also have made appointments and also been told they don’t need to come to my house anymore so when I am not there they come another day and say an excuse that I wasn’t home when I was told I didn’t need to be since the issue is not in my house and told it is supposedly in 1 of the boxes downstairs.
I have had other situations where someone comes out to the building downstairs a number of times and says they fixed it and I go home to make a call and the phone goes dead and the problem starts all over again.
The last time someone came out Tuesday the 29th of July (and I was sure to be home that Monday also in case they came a day before as they are known to do so) ; they told me that no none is downstairs to open the door to another box my building super seems to be in charge of and needs a key.
Shouldn’t Verizon keep such keys ???
Now I nor anyone can reach the building super so that leaves me still with no service as a women approaching elderly age of 60 years.I have no home phone in case of emergencies and my internet wifi not working properly and overages on my cell phone piling up when I use the internet on my cell and they are restricting data due to over the limit. What am I to do now with you guys??
I WAS told by your company I need this phone line to keep my( slow) internet on. I get only2 mbps in my area and still cant get Fios in my building where there are people in my block who I was told have already .
I have spoken to your competitor Time Warner and they say they don’t even need to get in a box and they do everything through a modem if this is true I might need to go to another company.
I feel like Verizon is like the old ages.Why? Is there not anything your company can do to progress this situation at this point? I thought you guys where the leading company. I will try other means of getting this complaint out if you guys do not handle this or if I am contacting the wrong dept here and or do not get a reply ( not an automated or outourced either please.)
Please direct me to who can as I will keep looking. The better buisness bureau fcc news can be somewhere to go if you guys cant honestly help me in which i really hope you can. I also know that if it was you guys going through all this runaround you would be just as frustrated as i am .
I am a dissapointed customer .

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

What do you suggest for phone service provider?

I think many of the SW users (including myself) will be jealous of your Google Fiber! :)An easy transition would be to look at a BYOB hosted voice provider. The good news is that there are hundreds to choose from, the bad news is that there are hundreds to choose from!
You don't mention how many phones you have, but the beauty of hosted voice is that you can start with 1 line and scale as you need. Many plans include new, free phones as well as unlimited usage, all for a monthly fee. Most hosted providers share similar feature sets (IM/Chat/Presence, Reporting, VM to Email, IVR etc), but making a suggestion will require a little more digging on your current environment and planned growth, as well as your (and management) expectations/requirements.Happy to help, PM me with the details and I can help guide you and bring you multiple good...

We are in Kansas City and Google Fiber is so prominent and we are switching from Time Warner where phone service is free with the internet and services; Google Fiber does not have phone service and I am not ready for my business line to be on a mobile phone! There was the Magic Jack that came out that runs off internet through the computer or router; What is out there now? What does anyone suggest?
This topic first appeared in the Spiceworks Community

No phone service for entire holiday weekend for senior citizen

Phone service went out over 4th of July weekend and finally partial service on Sunday and better service on Monday, however there is static noise in the line and verizon acts like that is all right. There are bushes in alley that have grown so large that they are pulling wires down from their sheer size. 20 years ago the alley was maintained and kept clear, times change and now I can't remember the last time the alley was cleared...if verizon don't do anything about this stretch of wires between the 2300 block of Wilder/Gerritt Streets (South Philly) they will when they fall. Just a heads up to future problems.

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.
You should be able to visit the page below and setup a free divert of incoming calls to a mobile.
Reporting Phone Faults
Compersation details here
Customer service guarantee
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 internet or phone service for over a month

I will try to write calmly, but I am EXTREMELY angry and frustrated with verizon support.
Our internet and phone service have been down for over a month. We've called over and over, and they've sent technicians. The first two technicians disappeared after fiddling around with our cables. Then someone from Verizon came around and said our cables and setup was fine, but it was something wrong at the Verizon office. They said it would be fixed within 2 days.
Then about a WEEK after that, we got angry and called Verizon support. They sent a technician 2 days later, who fiddled around. He said that it should be working within an hour and that he'd call us to see if it was working. Well 2 hours later, it still wasn't working..but Verizon sent me a call on my cellphone saying that our "problem" was cleared.Well IT WASN'T.
And now it's been about 2 weeks since THEN and we haven't had internet or phone service. We filed another request, but it says in the Status that Verizon does not need to send a technician or something. Well WE DO NOT HAVE PHONE OR INTERNET SERVICE. And they have the NERVE to keep sending us bills.
We are just tired of Verizon. We do not know what to do. Somebody get me a lawyer. Or some verizon support that DOESN'T have an indian accent, and can fix this **bleep** problem.
Thank you.

I can see why you would be angry and frustrated. I got the same Central Office story from the (otherwise very helpful) agent with an Indian name that I online chatted with yesterday, which makes that sound like a generic **bleep** response for something that's wrong with the Fios network. I've only been out for about 34 hours so far (they've said I will have service back by the evening of May 3, meaning only 4 1/2 days without service, lucky me!), but I was dumb enough to get phone, internet and TV all through Fios, so I have none of those. Fortunately I kept a Comcast internet account as backup, which is how I can access this forum. I do have a cell phone and I can get a few TV channels over the air, but that's not why I'm paying {please keep your posts courteous}$155 a month. And it is simply insulting to call Support and get put on hold for an hour. I'm reminded of the old Lily Tomlin SNL skit where she says something along the lines of "we're the telephone company, we don't have to care". Verizon may no longer be Ma Bell, but that attitude hasn't changed.

Living in Japan and I'm an American who just signed up with Soft Bank the phone service here and spent a TON of money on an iPhone. I can't figure out how to connect my bank account at home to my app account so I can Skype my family. Please help!!!!

Living in Japan and I'm an American who just signed up with Soft Bank the phone service here and spent a TON of money on an iPhone. I can't figure out how to connect my bank account at home to my app account so I can Skype my family. Please help!!!! I don't have a credit card nor do they gove debit cards to foreigners here, or at least it's really hard so I'm using my bank at home and still have a debit there. My phone number is 8 numbers plus the country code which is strange! Another thing is I was given a phone email that I was told to use for texting but I'm not sure how that works!! It's so frustrating too because no one speaks English here and I'm not very tech savvy. God bless you if you can help :)

whichever app store you are connecting to, hyou need a credit card with an address in that country. Also, itunes gift cards must be in local currency too.
If you are in japan, you need to use the japan app store

No phone service, etc,+++

We have not had phone service since the storm. One TV can only be used with the + button on the remote (No program Name) another TV has no sound at times and other times the show is in another language. We experienced no TV, internet and phone service last month for two weekends up until Wednesday. I was not pleased with the customer service then. When we tried to call on a cell phone we got no answer or was put on hold for a long period of time. We had to get someone else to report our problem for us. Here we are again this time no phone since Saturday, etc. I tried to contact Verizon online but no luck. It is very very very frustrating!!!!!

We sent you a message on our private support board to assist you and we did not receive a response. Please repost the issue if you are still experiencing a problem so that we may assist you. Tonya C.

Wireless connectivity no longer available after TWC adds digital phone service

Hi All,
My problem is that my wireless Internet connectivity is no longer available after Time Warner Cable added digital phone service to my existing TV and broadband Internet service.
Prior to having the digital phone service added, my set up was a Motorola Surfboard cable modem connected to my Linksys WRT54G wireless router, with three computers (two Win XP desktops and one Win 7 laptop) wired to the Linksys router. I had wired Internet connectivity on all three computers. Importantly, I could also access the Internet wirelessly from the laptop instead of using a wire.
AFTER having the digital phone service added, my set up is the same except that now an Arris Touchstone Telephony Gateway (TG862G) has replaced the Motorola Surfboard cable modem. I still have wired Internet connectivity on all three computers. However, now I cannot access the Internet wirelessly from the laptop. This is a real problem in that often others in the house need access to the wireless network as well.
I should also mention that (from a wired connection) I cannot access the Linksys router any longer via 192.168.1.1. Now, the Linksys router seems to be "invisible," almost as though it were a pass-through device. I can access the Arris gateway at 192.168.0.1 (for what it's worth), but not the Linksys router.
Also, not sure this is important, but some time ago (when my wireless was working) I had configured the Linksys router so that it wouldn't broadcast the SSID. Through the Win 7 "Network and Sharing Center" I have tried to "manually connect" to my (hidden) wireless network. The message indicates that my hidden network already exists, but I still can't connect to it.
I've seen a few potential remedies involving power cycling the gateway and modem in certain sequences, setting the gateway's NAT mode to Bridged, etc., but nothing has worked so far. Time Warner Cable's only advice is for me to purchase (yet) another service so that the gateway can provide the wireless access, but I since my Linksys router worked before I'd rather stick with that method (and avoid yet another charge).
I would be very grateful for any help you could provide for this problem.
Thanks in advance.

1. Don't hide your SSIDs
http://www.howtogeek.com/howto/28653/debunking-myths-is-hiding-your-wireless-ssid-really-more-secure...
2. I assume the Arris is also a wireless router. Use inSSIDer to find the best non-overlapping, non-interfering wireless channels. Change the wireless channels on both the WRT54G and Arris if necessary.
http://www.metageek.net/products/inssider/

Moving Home / Lack of Customer Service / Cancellat...

I write to express my complete astonishment and disgust with the level of service BT has offered to me as a valued long standing customer.
I have been a customer of BT for approximately 4 years, taking out a phone line, unlimited broadband, BT vision and Sky Sports, amounting to a considerable charge of around £42.00 per month. I have used these products constantly during this period and have been very happy with the service.
In mid February 2012 I phoned to inform BT that I was moving home shortly and would like to switch all service to a new address. I was told that I needed to call back when my current line had been taken over by the new tenant, at which time I could then move my services.
On Thursday 1st March I rang BT to inform them that my line had been taken over by the new tenant and that I now wished to move my contract over. I was informed that I needed to take out a new contract which would then waive any connection charges. I was more than happy with this and asked to set up the new account. The lady at BT who I was speaking to informed me that after running a line check there was an issue with the new property in respect of the supply to it. I informed her that the previous tenant in the new property had a BT phone line with all BT sockets but had obviously cancelled it on moving out. She informed me she would run some more tests and ring me back the following day on the Friday 2nd March. BT did not contact me at any time on the Friday.
On Saturday 3rd March I rang BT back very disgruntled with the lack of service offered. I spoke to a gentleman who checked my account and system notes and stated he didn't know why I hadn't been contacted back. He informed me that I could take out a new account and waive the connection fees. He run a check on the line but informed me that it was coming back as a black line, and that he would need to book an engineer to come out to the property to check the connection. He was very helpful in his nature and suggested that I plugged a phone into the BT sockets and dialled 17070 to check for a line and number. He stated that as it was the weekend he couldn't book an engineer till Monday but he would personally phone me back by 12pm on Monday 5th March to check with me regards any current phone line and if necessary book the engineer.
At 1.00pm on Monday 5th March I had not received any phone call from BT. I can't say that I was surprised given BT's lack of customer service over the previous few days. I proceeded to phone BT again at my expense on my mobile phone to be greeted by a very helpful gentleman who again took me through the same details as previously had been stated. I informed him of my disappointment of BT's customer service, to which he apologised and tried to set up a new account for me. On attempting to set up all my services I was told that it kept failing on the BT system when it reached the broadband page. He suggested that I set up the phone line to instigate the new account and once live I could then upgrade my account to include broadband, BT vision and Sky Sports.
Although not happy with this I accepted the proposal to which he then attempted to book an engineer. He promptly informed me that the next engineer available would be on Monday 26th March 2012, a full 3 weeks delay!! He then informed me the broadband could then be initiated but with an additional lead time of a further 5-7 days. Thus bringing the whole episode up to a total of 4 weeks, not including the time already wasted by BT in the previous week.
I proceeded to inform the gentleman that this was an unacceptable amount of time coupled with the inconvenience and lack of service, and that I would now cancel my contract with BT.
After coming off the phone to BT, I proceeded to go onto the internet where within 10mins I had set up an account with Plusnet for broadband. I received a text message 2 hours later from Plusnet to inform me that my phone line was now live and gave details of my new phone number together with delivery details of my new home hub and an expected broadband start date within 3-5 days. Now that's quality service.
I have since received a final bill from BT stating cancellation charges of £61.13 to be paid by 22nd March 2012 and also a returns envelope to post back all the equipment.
Please can BT inform me whether this is an acceptable standard of service that a long standing customer expects?
Please can you inform me why BT have difficulty in moving my account to a new address when a new provider can initiate within hours?
How can BT charge me a cancellation fee when I have attempted to continue my service but BT could not offer the service within a reasonable time frame?
Under the Supply of Goods & Service Act 1982, please inform me if BT believe they have met the requirements of the legislation;
- That BT have carried out the service with reasonable care and skill
- That BT have carried out the work in reasonable time
- That BT ensure the work will be carried out at a reasonable cost
I am totally disgusted with BT and the level of service offered, the inconvenience caused, the wasted costs and time I have incurred trying to move my service and the overall unprofessional nature of your business.
I have sent a personal letter to Ian Livingston - CEO of BT - can't wait for the comical reply to that!!
Update 13th March 2012: Just received an obnoxious call from BT Customer Services stating the cancellation charges of £61.13 will stand as per an auto renewal contract which expires in August, even though BT cannot offer the service I require in a reasonable amount of time! Is it acceptable to wait 4 weeks for Broadband when I am an existing customer?? I think legislation, OFCOM & Ombudsman are firmly on my side! Great service BT!!

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.

Lack of Customer service unacceptable

I went to my local Verizon store 2 weeks ago to discuss how I could lower my monthly bill - the manager advised me that changing the name on my account to my husbands name would lower the bill substantially because of state credit - we changed that day - I just received my new bill and it is higher than the original - I went back to Verizon to discuss and was told I must have misunderstood - even though I have a paper with the managers figures on it - and because I changed the name on the account I no longer qualify for a loyal customer discount - incredible lack of customer service and rude - I will now take my business elsewhere as it seems Verizon does not care about loyalty to good customers. I will also tell anyone who will listen to Never sign up with this company - Shame on you Verizon!

I was told that I could qualify for the 4 lines for $140 that is being offered at this time (even though I only have 3 phones 2 of which are iPhones) and with the discount for changing account to my husbands name (because he works for the state of NJ) the total monthly bill would be $113. I purposely went there to lower my bill and when I left that is what I thought happened. The manager even wrote out the different plan options on paper that I took with me I can scan this and send to you if needed - when I came back with my husband the manager passed me to an associate to give her experience - she had to keep asking questions and eventually needed to call into main office to make changes. I would have never agreed to make my bill higher and am desperate to get this straightened out. I did not even realize this happened until I received my current invoice for $209 - when I went back to the Verizon yesterday I spoke to someone (unfortunately I did not get her name) she stated there was nothing that could be done and maybe I just didn't understand what I did. Then she proceeded to go to another person and loudly state "Oh she's just mad because she didn't know what she is doing". She also told me that by changing the name on the account I no longer qualified for a loyal customer discount. Any help would be much appreciated and I am really hoping that I can continue my relationship with Verizon.
Thank you
>> Edited to comply with the Verizon Wireless Terms of Service <<
Edited by: Verizon Moderator

Downgrading Phone Service

I am trying to downgrade my phone service from 1400 shared family plan to 700 shared family plan however, when I go to the link for "My Verizon" I can change everything about my plan but the "next" button link is not working on my computer? Is this a problem with my internet, the website or something else? I just want to change my plan and this is so frustrating, it's like Verizon won't let me!

Thank you Spottedcatfish for your suggestion!
Hello Montana35,
Are you still encountering problems with changing your plan on the site? It does sound as if you are knowledgeable about how to get to the area to do so. If you have all of the required fields selected and Spottedcatfis suggestions did not assist please PM me with your name and mobile number so I may further assist. Thank you.

Frustrating lack of phone service - bad wires, bad...

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