HELLLLPPP!! BT Cut me off early, now won't help me...

Question

BT Really are rubbish.
Long story but here goes.
- I have been a BT Customer under my Nan's name since 2002 as I lived with her, no issues
- My Nan died in January 2013, as an old person who was happy as long as ther service worked, she never looked for a better deal.
- I got a better deal with talk talk so performed a swap.
- BT sent me a letter begging me to stay.
- I decided to stay getting TV, BT infinity and BT vision for £50.00 a month.
- BT told me I need to pay £120.00 for a new aerial.
- I call BT two weeks later to inform them I am moving on 18th May 2013 and to re-connect all existing services on 21st May 2013
-18 April 2013 my internet line is dead, with further investigation I find too my telephone line and BT Vision services have stopped.
- Realise BT have cut me off a month early and set my moving out date as 18 April 2013 instead of 18 May 2013
- Call BT who apologise and say they will get me put back on ASAP and expedite the order
- BT then say I will have a random number and if I want BT Vision and BT infinity back I need to take half a day off work to wait for the engineer, I did this 2 weeks ago when installation first took place.
- BT then say I can have BT Normal Broadband free for 6 months and an alternative number but no TV. Reluctantly I agree as I need my internet connection
- Telephone and broadband will both go live on 26th April 2013
- Telephone line with a random number finally goes live again on 26th April 2013
- Call BT ask where the broadband is, they say there was an error and it would be up on the 27th April and offered apologies
- Broadband isn’t up on 27th April was told it would be expedited again and live o 28th April
- 28th April comes and goes, Nothing.
- Call BT Again told that Broadband would be expedited and would be re-connected within 48 hours.
- 20 minutes later I get an invoice saying I am being charged £60.00 for a new modem and the Broadband will go live on 7th May 2013
- I call BT up saying I don’t need  a new router, I have all the gear already to them disconnecting me previously.
- BT Advise me they will fast track my order and will be live on 1st or 2nd May.
- Broadband wasn’t live on 1st May so called to ask if it will be live today. Advised No, will go live on 7th May 2013.
- So I’ve spent £60.00 on a router I don’t need, I wont be paying for it
- Customer service is shocking, you seem to get some caring understanding scottish woman then you get put through to some ignorant agent over seas who doesn't empathise with you what so ever. AVOID BT like the plague if you can.
- £120.00 on a TV Aerial I can’t use and now need to pay more to move it to new Property, BT Can pay this.
- Been without a service now since 18th April and paying for a telephone line.
- Wasn’t offered any other TV option
- Spent over £70.00 on mobile calls to 0800 number to BT as I’ve had no telephone
Taking this lot to trading standards and small claims court.
Solved!
Go to Solution.

Answer 1

Can't even get their package! This is what happened to us:
April 11: We placed an order for a broadband package with you. We had an email confirmation saying we would be connected on April 18.
April 12: We had an email out of the blue informing us that our order had been cancelled. There was no explanation. A subsequent phone call by us revealed the order was being redone.
April 17: We had an email saying our broadband would be connected on April 24.
April 16: A BT hub arrived.
April 18: Four texts to my mobile phone informing me we would be going live on April 19! Several phone calls later we’d sorted that out.
April 20: An email arrived ‘happy’ to inform us our broadband would be going live on April 29.  No apology. No explanation.
April 26: A phone call informing us that our MAC code had expired and we’d need to get a new one. I pointed out this would take five days which would surpass the April 29 deadline. We managed to get a new MAC code to you on April 27 after a lot of pressure from us on our current provider.
April 29: An email ‘happy’ to inform us that our broadband would be connected on May 3. No apology. No explanation. (I have not listed the continual and sometimes stressful phones calls we have engaged in trying to sort this mess out, but we persevered when I’m sure many people would have kicked you in to touch by now).
May 1: An email ‘happy’ to inform us that our broadband would be going live on May 9. No apology. No explanation.
May 2: An email informing us our broadband would be going live on May 10 etc etc etc. We were passed from pillar to post in phone calls. Eventually a lady told us because of our circumstances she would be personally handling our account and she would get back to us in an hour to keep us informed. We heard nothing for the rest of the day.
May 3: I received a text informing us you needed a MAC code! At this point we were getting to last straw country. It wasn’t long before we reached that.
What followed next was simply and absolutely appalling. For the third day in the row we were involved in long phone conversations with various people. My wife was trying to ascertain what was going on and why we needed a MAC code just seven days after we’d provided you with one. She got upset and then unfortunately but understandably got angry with the person on the other end of the line when they failed to explain properly why a new code was needed and that she was repeatedly told that were all set to go live on the 10th. A trainer cut in at that point, told my wife to calm down – no apologies for this awful situation – and told her that we would be going live in May 13 (a completely new date!). When she said we would not because we would actually be away then, he told her rather imperiously that we would be going live on May 13. At that point we called an end to what had become a farcical affair.
We got put through to someone to cancel our order. My wife was left hanging on the phone for over 30 minutes – no coming back from time to time to make sure she was okay and affirming that matters were in hand – and was eventually told that there had been a problem because there seemed to be two orders, but that the cancellation had now been processed.