House Move Disaster - from a very angry customer

I am currently experiencing a disastrous home move scenario.
My original BT order was due to go live on 10-Aug-2010.
Suspiciously, the telephone number I was given was for a 01202 88****** which is the area I had just moved from. The new area should always begin with 01202 6*****.
When the order was activated - it was for my old address! I called on the 10th, 11th, 12th and each time I spoke to the foreign call centre I asked specifically to verify the address for the phone number. Each time they told me it was my new address until on the 13th August, for some reason they admitted it was for my old address.
The call centre agents were scripted and their responses were not truthful. Each day they told me 'the fault with the line' will be fixed within 24 hours. it was not, because the fault was that BT had activated a phone number at an incorrect address.
The Open Reach Engineer called me on the 13th and within about 30 seconds - he clarified that there was no line fault but that the telephone number was active at my old address.
Why couldn't the call centre staff verify the address of my telephone line - when I specifically questioned it each time I spoke to them?
After another call to BT on the 13th to make an official complaint - they told me that the complaint was logged and that I would receive a call from a manager within 24 hours. 7 days later I have not been contacted. (even afteranother call to BT, chasing this)
I was left with no choice but to effectively start again and place a new order for a BT line for my new address. This was due to go live yesterday, 18th August. I have been given a 01202 6***** telephone number and the order is now complete....however...it still is not working.
When I try to dial out, I have a dialling tone but before I have finished dialling the number I get a "The number you have dialled has not been recognised" message.Even when trying to route the call through BT with 1280 first. When calling my BT telephone number from my mobile it just rings and rings but the actual BT phone at my new address does not ring.
The last week and a half has shown me that the BT support structure (for me) has been inefficient, poor quality and incompetent.
An engineer is coming tomorrow to check the line when I hope the fault can at last be resolved.
I will be seeking compensation from BT for this.

The comments our your website are obviously a blatant lie!
"Move with less stress. Moving your BT services is quick and easy. Find out how to move with less stress."
It would also appear I am not the only dissatisfied customer.
http://community.bt.com/t5/Phones/House-Move-Disaster-from-a-very-angry-customer/td-p/39557
In light of BTs further incompetence, I have today cancelled my direct debit to BT. If this matter does not get resolved today, I will no longer be a BT customer and will not be liable for any charges for any "service" after the 20th of July 2010.
I have still not had my old phone number allocated back - in fact I am now on a completely different number to what was initially allocated. 01282 77****. Another **** up?
To make matters even worse, I have today received a bill on a different account number for "services" up to October. LC******. My last bill paid on account number GB******* stats I have paid until 17th October.
This also shows that my phone plan has been changed from Unlimited Anytime to Weekend - I assume this will incur call charges that I will not be liable for.
I can only assume that the initial person I spoke to on or around the 10th of July set me up as a new customer, not a customer moving house. I will let you do your own investigation why this happened and who the member of staff was, after all, "calls are recorded for staff training"!
If this matter is not resolved by 5pm today, 23rd August, you can cancel all contracts I hold with BT and I will also be seeking a refund on my payment on account GB*******. The bill received today on account LC***** will not be being paid.
I will of course pay for any calls made outside of the Unlimited Anytime plan - these I am liable for.
I require this matter to be passed to a member of staff at management level, and as said above, this must be resolved by 5pm today. 6 weeks is too long and I am no longer prepared to put up with this level of service. I will be switching suppliers at 5pm today, as 2 family members have already easily switched from BT to TT, without one little bit of fuss.
I can be contacted via email or my mobile. 07803 143***.
Regards,
Matthew Harrison

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Another VERY ANGRY customer

We are having an absoulte nightmare with BT trying to get a phone line and broadband installed into our new house. Our house is set back from the road, so is not in direct line of sight with any phone poles in the street. We advised BT of this when we booked the appointment to have the phone line installed, and suggested that a new pole might be the answer. The FIRST engineer turned up and said that we were not in direct line of site of the poles, so a new pole would need to be fitted (sound familiar?), and he'd arrange for the site surveyor to come out and have a look. The site surveryor turned up, and said that we could get a connection from one of the poles and so would re-arrange the engineer visit. When the SECOND engineer turned up, he said that the line would come from opne of the poles, but be about 6 feet from my new neighbours window - obviously not acceptable. So we agreed that a new pole would be installed, at my cost - apparently BT are only obliged to provide a service that they consider acceptible, if it is in difficult or unacceptible circumstances to us then that's tough!! So we re-arranged a THIRD engineer visit together with a pole installation. But on the day of the install, not one showed up. On calling BT I was informed that they had made a mistake in entering the order and it had been cancelled, so I'd have to start all over again. Do BT not care about their customers and the level of service they provide? They do not return calls, or inform you of any changes to appointments, trying to get a clear answer out of any of the call center staff is nigh on impossible, and they generally make you feel that everything is your fault. If there were an alternative to BT (which unfortunately ther isn't) then I would gladly take it. Come on BT get this and yourselves sorted out.

The saga continues...
The phone engineer turned up yesterday (wednesday the 8th) for the fourth time to do my phone installation. However when I informed him that we need to have a pole fitted first, he looked a little perplexed as he didn't have any record of a pole installation. He contacted base, who also had no record of a pole request. I too found this a little perplexing at this as when I called BT last week to check what was happening (no I don't trust them!!!) I was basically lied to and told that everything was in place to be completed on the 8th. I was called on the 4th too to be lied to again and told that my order was taking place on the 8th, and that everything would be done to allow me to have a phone line that day. I did however find out that the original installation point suggested by the BT site surveyor is not allowed to be used as it goes into cladding so cannot be guarenteed to be sound, so my only option for a connection is to have a pole. As this is the ONLY option, this should be at BT's expense, not mine as I was told by the site surveyor. Come on BT stop trying to rip people off and get things done on the cheap - you make enouigh money out of us as it is.
So I now have to wait for a FIFTH appointment (I shan't be holding my breath on this one either).

Very angry customer

I have been a long time loyal customer to verizon and can't believe how they will blatantly lie to customers. I went into the Victorville location to upgrade my phone. They are all about sales and convinced us/practically forced us to enroll in the edge plan. The rep guaranteed me my monthly bill would go down. Of course he lied. My bill has gone up. They have lost my trust and lost me as a loyal customer. I expected them to train their employees and to have integrity and not be LIARS

Jserranottx, we want to restore your trust and prove that we're worthy of your continued business. Let's make sure that you're on the best plan to fit your needs. Analyze your usage here http://vz.to/1qhEcv5 Additionally, your Edge discount will be applied to all More Everything plans. Click http://vz.to/18hFNL6 for more details on how Edge works. I hope that this information addresses your concerns.
LasinaH_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

To Apple: Voice from an angry customer

Hi all,
I want to ask any policy there from Apple to their authorized retailers. The situation of selling iPad 2 is getting lost control right here in Hong Kong, even for those few Apple authorized premium retailers.
As understood from local media, there are only very few numbers of iPad 2 delivered to each retailers' stores everyday. Due to limited supply of iPad 2 in the town, Hong Kong Apple retailers are using different ways and tricky "technique" to increase the price of iPad2.
- Broadway Hong Kong (http://www.broadway.com.hk/)
Besides the original iPad2 machine, it is required to purchase additional HKD1000 - 2000 non-apple branded iPad accessories. Those accessories includes cases and screen protector. When asking for reasons behind, answers are always "Those packages are reserved by customers from China, but can be spared to you, just you need to buy with all other accessories, otherwise, no machine for you". Those additional "required" items are different store by store and time to time. Price are different by model and store, and sales person. In general, for 64GB 3G version, additional HKD1500 - 2000 spend is required.
- Fortress Hong Kong (http://www.fortress.com.hk )
Additional purchase of other digital product (Digital camera or Mobile phone) is required. When asking for reason, sales person tell that is their company policy on iPad2. In general, additional 3000 - 4000 HKD spend is required if you purchase iPad 2 from Fortress.
The most hopeless part of this, is they are all Apple's premium retailers. As a consumer, I wonder are they getting authorization from Apple of doing this?
Same reason to the limited supply, very likely, those ones who line up in front of stores every early morning are all speculators. They just bought machines and resell at mini un-official stores at a much higher price (around 1500 - 3000 HKD markup per machine).
At the end of the day, no real users can afford the cost, and non of us have chance to get the product under equal and reasonable condition.
We are seeing the situation of launching Apple products is getting worse and worse in Hong Kong. From iPhone to now iPad 2... The consumer purchase experience is no more excited as Apple's product itself, indeed, very worse.
Is this something Apple likely to see? Just an angry voice from a loyal Apple customer...
Ken Chung from Hong Kong

This does not help a lot to change the selling approach of those big chains stores... I just dropped by Fortress again yesterday, and the answer I got is they only sell the machine to those "loyal" customers. "Loyal customers" means the ones who purphase over $3000 - $4000 of mobile phone/ camera at the same time...
Stupid! I consider to give up iPad.. Too troublesome. Perhaps Xoom will be a better idea in this case.
I am so looking forward to see Apple's own retail store open in the town by the end of this year. Those stupid big chain stores will lose their business opportunities with selling Apple's products.

I have a Powerbook G4, from a friend but he has lost the disc,s in a house move, I have all Apps except Iphoto, and cannot transfer my photo's, what can I do. Running 10.5.8 George.C

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By all means get iLife but just for the record you don't HAVE to use Apple's photo application;
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This http://download.cnet.com/mac/digital-photo-software/?tag=rb_content;main
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Alternatively Kodak provides free photo software - navigate through this site to what's right for you:
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http://support.en.kodak.co.uk/app/answers/detail/a_id/16434/selected/true
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Put "photo" in the search box.....

House move connection fee demand.

Hi... I'm new to the forum and I'm hoping a kindly Moderator can help me with a problem which is causing me a lot of frustration and angst!
I've been with BT for many years, and recently completed the house move procedure online. Initially I was told via "My BT" that a line didn't physically exist at my new address and an engineer would call, costing £130.
The line at my new address did exist, and was connected with all equipment and a dialling tone prior to my moving in date.
I was then told (My BT) that an engineer didn't need to call.
When the next bill was sent I was charged the £130 reconnection fee, - to a line which had not been disconnected.
I telephoned the BT helpline, and an Indian gentleman spoke with his supervisor and emphatically told me that I can "rest assured as there will be 110% no connection charge as the line was always live and was not disconnected".
Since then, as my account still showed the £130 charge I sent a cheque (now presented & paid) to cover the genuine charges of £42.33, but then received a threatening letter stating the service would be restricted.
I have written to both BT accounts and BT complaints explaining the above, but have had no reply.
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To reiterate... The landline at my new address never lost it's dial tone from the previous occupant leaving to me moving in, - this can be proven as the phone was used two days before the BT "connection date" when I made an incoming & outgoing test ringer call.
This has now been ongoing for a while and is causing me upset, so I would be very grateful if someone could advise me, please.
With many thanks, kind regards....
Solved!
Go to Solution.

Hi
I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3/5 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Very Angry!

I wanted to voice my frustration over a recent incident with my FIOS service. On Sunday night 6/01/14 I set my DVR to record NHL playoff game 7 of the Blackhawks/Kings on channel #590. After the first period the recording froze, as well as the channel itself. I spoke to a Verizon Customer Service rep and ultimately I had to reboot my FIOS box. The result (which I feared) was that the entire game was over after the reboot, and I did not get to watch anything after the point the DVR recording froze. Considering how much I was looking forward to enjoying this final game to a historic playoff series I am still extremely angry that I missed watching this game!!! For the price I pay to have my FIOS package, this type of glitch is completely unacceptable!!! If this type of error happens again, I will be reconsidering the provider my cable and internet service.

The reason I mentioned to call Linksys is that I don't think you're problem is normal. You might have an issue that will require replacement, or some tweaking like mared stated that they can help you with.
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Also, I wasn't aware that they charged for support. The last time I needed help (~3 mos ago) there was no support charge requested.
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Hello I don't know who to complain to as you do not appear to have a complaints department, despite searching the web, I trust you can pass this to relevant department for action, as I'm very angry over my recent repair. Following my issue relating to a

Hello
I don't know who to complain to as you do not appear to have a complaints department, despite searching the web, I trust you can pass this to relevant department for action, as I'm very angry over my recent repair.
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Your technician on the phone was very good as they have always been, and made an appointment for me to go into the Milton Keynes Apple store the next day at 1 pm, which I did.
The gentleman on the Genius Bar was very good and was able to run tests on the iMac in my presence, and diagnosed immediately an issue with the sound problem, and advised me that this could not be fixed while I wait and I would need to leave it for repair. I made him aware of the previous repair, and he was able to see via your system, the list of logged issues I have had with this since purchasing in September 2012. I'm sure you can see from the way you record all calls and issues the problems I have had.
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My issues here are: I trusted the Amsys repairer as it was arranged and recommend by you, it is very evident they are not competent to repair, as they have caused more problems with my iMac on its return, despite enclosing a checklist, fully ticked showing everything working well, it clearly wasn't ! Plus the issue of missing parts (screws) during the repair, I have already expressed my disgust with Amsys, by email and had a response, within the hour, apologising and told me they were looking into this.
This where I stand on this, I have not had my iMac for almost two weeks and I do not know when I will get it back. I'm also very worried about what other damage has been caused by Amsys and the quality of my iMac now. I want to know what you, Apple is going to do about this ? I have already been very inconvenienced by this and until now I have been a very loyal apple customer with 2 iPads, and 4 iPhones in our household, not to mention the iMac.
I feel I have been very let down by this experience, on my iMac, which cost a lot of money, I have also lost a lot of money with lost work and unable to carry out my business without it, and I will be seeking compensation.
I trust you will take this complaint seriously and pass it to the relevant department for action.
Yours sincerely
Des Withey
Sent from my iPad
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Call Apple Customer Relations - 1-800-275-2273. Ask politely & firmly that you want to be transferred to Customer Relations. Tell them exactly what you stated in your post.
GOOD LUCK!
These are user-to-user forums where everyday folk (volunteers) post questions and offer answers (technical support) to each other.

Very disappointed customer

I have recently moved house and had such an awful experience moving my BT service with me. I was on Fibre at my old place and called the house move team and gave them a months notice to switch the service. The only issue I would have would be no fibre at the new place. I ordered unlimited ADSL and was given a go live date. The new property already had a line so no engineer was required. Live date is reached and no service so I gave it a couple of days and called. Some guy in the Indian call centre fobbed me off with a delay story and told me it would be two days. I waited... nothing. I called back and was told that there was no capacity at my exchange and an engineer was visiting on the following Monday at which point the service would be active. Call back Monday evening with no service to be told that there is no infinity in my area. Basically this went on for three weeks until I was told to cancel the order and resubmit a new one. Almost a month after my initial go live date my service went on. The speed is terrible, I have given it close to a month to allow the line tests to be done and there is no change. The service is only really usuable by one person at a time. I can't play a game while my wife watches iplayer or else both are buffering and laggy. To top it all off I contacted them again today to try and remedy the problem and I found out that they are still charging me for the infinity service!
Why is there such an inability to place an order correctly?
Out of interest what is the likelyhood of a trouble free switch over to a new supplier? I am furious with the lack of customer care from BT at the moment.
Anyway, on the off chance that someone here can help, I will post some diagnostic info.
1. Best Effort Test: -provides background information.
   Download Speed
   2.91 Mbps
0 Mbps   7.15 Mbps
Max Achievable Speed
Download speedachieved during the test was - 2.91 Mbps
For your connection, the acceptable range of speeds is 0.6 Mbps-7.15 Mbps.
Additional Information:
Your DSL Connection Rate :4.58 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 3 Mbps
ADSL Line Status
Connection information
Line state:    Connected
Connection time:    7 days, 11:03:27
Downstream:    3,552 Kbps
Upstream:    448 Kbps
ADSL settings
VPI/VCI:    0/38
Type:    PPPoA
Modulation:    G.992.1 Annex A
Latency type:    Interleaved
Noise margin (Down/Up):    11.4 dB / 16.0 dB
Line attenuation (Down/Up):    50.5 dB / 31.5 dB
Output power (Down/Up):    19.4 dBm / 11.9 dBm
FEC Events (Down/Up):    115020 / 55
CRC Events (Down/Up):    199 / 29
Loss of Framing (Local/Remote):    0 / 0
Loss of Signal (Local/Remote):    0 / 0
Loss of Power (Local/Remote):    0 / 0
Loss of Link (Remote):    0
HEC Errors (Down/Up):    1541 / 20

Hi cat_from_red_dwarf,
Thanks for posting and welcome to the community.
I'm happy to check if an upgrade is available for you. To get in touch, click on my username and under the "about me" section you'll see the link to "contact the mods".
When we receive your details we'll go from there.
Cheers
Robbie
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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

House Move - BT's Inflexible Systems

I was due to move house on Friday 10 August. I had booked the BT disconnection for the 13th August. Surprisingly BT seem to need much more notice than other suppliers and the reconnection (not installation) at the new address was scheduled for 28 August. BT say no access to the property is required so it's presumably a simple reconnection at the cabinet (although it still seems to cost £130).
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The phone call went well and all was arranged. Unfortunately I received another call 15 minutes later from the call centre advisor advising the system was "giving errors" and the only way to proceed was to cancel my whole order. This he did. The disconnection was rescheduled... and the reconnection was also rescheduled for 3 September!
It's sad that BT's systems seem to hamper customer service. Firstly, why couldn't the disconnection date be changed without cancelling the whole order? Secondly, why wasn't I offered the earliest possible date for reconnection which was, presumably, the appointment which had been cancelled seconds earlier?

BT do not provide or maintain the external network. This is done by Openreach who work for all service providers. BT do not get any special treatment, and are totally reliant on Openreach.
It depends on which appointment slots Openreach have available.
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.

I can't move photos from iPhoto to my secondary hard drive or to a burn folder. I have never had a problem with this before. This is something new.   They will not drop into either folder. Nothing happens.

I can't move photos from iPhoto to my secondary hard drive or to a burn folder. I have never had a problem with this before. This is something new.   They will not drop into either folder. Nothing happens.
I checked my secondary harddrive and there is plenty of memory.
I emptied my burn folder but the photos still will not drop into it.
I created a new burn folder, no luck with this either.
230 photos is the maximum size of the events I am trying to move from iPhoto to save elsewhere.
I have shut down and restarted my computer.   No change. The photos still will not drop out of iPhoto.
My Mac Computer Storage shows that I have 62.2GB free out of 249.2GB (movies, photos and contacts taking up the most space)
My Lacie External Harddrive (2TB capacity) shows that I have 1.79TB available. It shows that 207,729,520,640 bytes (207.73 GB on disk) are used.
I have never had this problem before. It is usually very easy to move my photos from iPhoto.
I am not a computer expert (I work in surgery so don't have a need for lots of computer knowledge) so please explain in simple terms.
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YES Terence! Thank you. Exporting allowed me to move my photos from iPhoto into the Burn Folder on my desktop.   But that doesn't explain why I'm having to go that route now.   Have I done something (accidentally changed some setting) on my computer that will not allow me to just click and drag anymore?   I really liked the convenience of the click and drag option.
I don't have the time tonight to export and burn a lot of CD/DVDs. I'll try that tomorrow and make sure my photos are moving properly. I also need to export photos to my external hard drive to make sure that route is working.
Wouldn't you know that my Apple Care Plan runs out this Wednesday?! I need to make sure everything is working properly before that expires.
Thank you so much for your help.   I really, really appreciate it.

How to move apps from one screen to the next?

In order to organize a bit the screens after installing several apps, how can we move them from one screen to the next?
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Sorry I guess the correct terminology would be 'virtual desktops'.
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Can ypou move songs from one ipod to another?

Is there a way to move songs from one way to another, if so can you tell me.

Be very careful when connecting an iPod full of music to an empty iTunes library.There is very real risk of permanently losing all the music.
To prevent auto sync, connect the iPod whilst holding down the 'control+shift' keys and do not let them go until your iPod appears in iTunes.
If you see a message that your iPod is associated with a different library and asks if you want to link to a new one, make sure you press "Cancel".
If you should click on "Erase and Sync" will erase all the content currently on your iPod and it will be replaced with the content of the iTunes library you just connected to.
When you've pressed cancel your iPod should appear in the iTunes source list under "devices" and allow you to change the update setting to manage the iPod content manually, and that will let you use your iPod for the time being without the risk of accidentally erasing the contents.
Then do any of the following to transfer your music from iPod back to the computer/iTunes.
For iTunes version 7 or later, then you can transfer purchased iTunes store music from the iPod to an authorized computer by using the "file/transfer purchases from iPod" menu. Note that the maximum of 5 authorized computers applies here.
Find out how to do that here.
How to copy iTunes purchases from an iPod or iPhone to a computer.
For all other non purchased content (your own CDs etc), check out the instructions/suggestions here.
Music from iPod to computer (using option 2). This a manual method using "hidden folders" and although it works, it is a little more involved than other methods.
Much easier ways are to use one of the many 3rd party programs that copy music from the iPod to the computer.
One of the most recommended is Yamipod. This is a free program that transfers music from iPod back to the computer. However, it does not transfer playcounts/ratings etc.
Other free programs are Pod Player, SharePod and Floola and iDump and iPodRobot.
If you want to recover just the structure of playlists from the iPod (and not the actual song files themselves), there's iRepo for Windows. which I understand has this feature along with all the standard features for these programs.
iPodRip also has the feature enabling you to reconstruct playlists.
There is also CopyTrans. This does preserve ratings/playcounts etc if those are important to you but this program is not free. It also supports video transfer.
More information is contained here.
Copying content from your iPod to your computer - The Definitive Guide.

How do I move files from Event Library to Project Library?

How do I move Files from Event Library to Project Library? I tried drop and drag, that didn't work. I am new to Apple. I have always had a windows box b4 this. If anyone can help, please do. Thanks
Alain

welcome argardner to the  boards..
you're missing the concept of iM .. you don't move 'files' from Event to Project Library.. Events is the big box of all your imported clips; now, from that box of bricks, you drag the clips into all kind of projects.. you can 're-use' the same clip again'n again in many projects.. you can use all clips of all Events in one Project.. or all clips of one Event in two projects.. or..
spend some time here:
http://www.apple.com/ilife/tutorials/#imovie
http://manuals.info.apple.com/en/iMovie08_GettingStarted.pdf
the concept of Events & Projects, Clips and Libraries is at first glance very different to 'normal' editing apps, but you'll get convenient to it within minutes..

House Move Disaster - from a very angry customer

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