INFINITY SHAMBLES - ANGRY CUSTOMER

Im angry.
I ordered BT infinity 2, a tv and phone bundle online in july.
I was informed today that despite having an order taken, a recorded transcript of the order taken etc etc, the order wasn't taken and none of this existed.
I was angry, so told the third person I was shunted onto, that my line wasnt good enough for BT infinity 2 and it had all been a huge error, I was made to feel by the people who dealt with me that its all my fault somehow.. I guess it is, my fault for thinking that this wasnt going to go wrong. I left virgin media and I'm totally regretting the decision. What have I done? No tv, no internet, just the phone (which i rarely use).
So, having put a bt line in, i have no extra tv and no internet. seeing as i work for myself with the internet (i work on websites) I am royally F*****. The broadband connection may be around 2 or 3mbps.. i was on 20 with virgin.. they tried to talk sense into me "bt will be rubbish".. no, I said, BT will be better. How wrong was I.
now ive been pushed into some garbage broadband deal which will take "a couple of weeks". I threatened to cancel and was met with "it will cost you around £100 to terminate". Considering the amount of work I will lose... I had little choice.
BT, you are a *********** of embarrassment. I will now be working in restaurants, friends houses and in my car leeching off wifi. Today has been a disaster that will threaten part of my livelihood. Goodness knows what will happen when I try and get the tv sorted, I guess the bt sport package will take a further several months to get sorted, but seeing as i didnt order it (I do, I have proof) why should it matter, job done for BT. I joined for free football, and look at me now. A sap with no free football, no internet.. haha.. what a **bleep** I am.

lump, please be aware the any BT Retail Residential services/products are not really supposed to be used for business matters and therefore BT Retail can't take any responsibility for any loss of your own business.
If having an Internet connection is a priority in terms of business then you would probably be best to get BT Retail Business broadband. http://business.bt.com/
In the mean time I would recommend using the BTCare contact form that NeilO has posted for you to contact The BT Care Team (mods) who will be able to help you.
Cheers
jac_95 | BT.com Help Site | BT Service Status
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Similar Messages

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

Nokia E7-00. Angry customer's request.

Hi all, First of all I want to tell - I'm real fan of Nokia products (more than 10 years of experience - from 8210 to 5800 models), but last 3 years the only one thing that I've receiving for my money - QUALITY PROBLEMS.
Some hours earlier I came back from Mega Mall (Russia, Moscow, Belaya Dacha, Official Nokia store) where I had tried to receive any additional information from salesmen - no result. One of salesmen told me: "Right now you have the unique chance to make an exclusive deal - you should buy the Nokia e7-00!". When I asked him the questions (listed below) he told me - "I even have no idea who can provide to you this kind of information about E7-00. Buy or not, but don't ask me about this sh..t. If you will not buy this phone, tomorrow someone else will come and buy it". Very nice ... I think that if Nokia Corp. has this kind of salesmen - I can't be the Nokia customer more - I hate unskilled sales.
The main goal of my letter is to show to you what exactly customer needs (of course, I talking about myself). The second - to show to you how the loyal customer becomes angry. You no need to spend a lot of money for marketing or advertisement purposes - just read and understand.
Before my finally decision (right now I'm choosing between Nokia E7-00 and Samsung Galaxy S2) I want to get some clarifications from the 'first hands'. Kindly asking you to answer asap (I've already pre-ordered both devices).
1. Does Nokia E7-00 works with MS Office 2007 formats (operating with docx, xlsx, pptx types)?
2. Is there any analogue of the Layar Extended Reality (for Android platform) for Nokia E7-00 exists?
3. How long and what is the (approximated) number of the programs that were planned to develop for Nokia E7-00 for the next years? (I've read about Nokia and Microsoft plans and I'm not happy about it. I do not want to buy "expensive brand-new device without any future").
4. "Usb on the go" - can I plug any external storage devices (not usb-flashstick, e.g. WD Passport, SSD-type external drives, etc.)
5. Wi-Fi issue - can I use any additional functions e.g. sharing multimedia files to any devices in local Wi-Fi network without Internet, sending photos to printer via Wi-Fi, etc.
6. Is there any analogue of Remote desktop (see please http://www.appbrain.com/app/remote-desktop/pl.androiddev.mobiletab )?
7. How can I get more information about pre-installed browser? About its' functions (I'm not happy to use pre-installed browser at my 5800 XM and installed Opera).
8. How can I get more information about pre-installed e-mail client? Is it still "cutting" 'Sender' and 'Subject' fields till showing it? I have terrible experience with my old Nokia 5800 XM - for understanding about 'sender' I had to open each message. I wishing to developers long life and using only that type of e-mail clients or similar all lifelong. I'll prefer similar with iPhone or Samsung Galaxy.
9. What about autofocus function of the cameras? From time to time I need to make a photo of document and send it. If autofocus is not available - just wondering - why you are making HD-camera and do not provide - 'old' and more habitually function? But I'm still happy that Nokia Corp.do not providing B&W HD-camera solution))).
10. Can E7-00 phone download all e-mail attachments without long and boring procedure (for example - in my Nokia 5800 XM I should to receive e-mail, load list of attachments, after that choose and load each file separately (one-by-one). My "best wishes" to the Nokia's developers again.
11. Is Skype is already pre-installed? If so, what about video-conference calls supporting? Could I change view between frontal and main cameras?
12. How many buttons I should press or actions to make for changing keyboard language (from English to Russian for example)?
13. What extension of video-files and multimedia content E7-00 is ready to playback? What it's maximal size? Could I install any additional codecs? If so - what it's names?
14. How long time the voice-recorder can works? As I remember (my own experience) - at my last E-series Nokia phone was an restriction - no more than 1 minute (even I have enough free disk space).
15. Does E7 has a virtual qwerty-keyboard ? (I'm not happy about "traditional solution" of your company - from released phone model to released phone model you are making keyboard design with two Russian letters at the one button) - please take a look at the traditional Russian qwerty keyboards - we are not from China or Japan - we haven't so much letters. If E7 have the virtual qwerty - is it works on vertical mode or not? FYI - some of your latest firmware for Nokia 5800 XM made 'unintelligent' changes with this issue.
16. Does E7 supports Microsoft Silverlight? If not - do you planning this issue to do?
17. Does E7 have an FM-transmitter (for transmitting music to car audio system)? I read that it was planned. But now - no one can answer me.
18. Why Nokia Corp does not provides proper and full information about own products (even to dealers)? For example - I spent a lof of time to find information that for E7 you still using same ARM11 (ARMv6) as it was used for my old 5800 XM.
I believe this short letter will help you to create a great products again and again and your products will satisfy lot of customers (of course including myself).
Waiting for your answer. Best regards.

UPDATE:
After phone conversation with Nokia Care Center (8 800 700 22 22) I've got the answers:
1. File types docx, xlsx, pptx are supported by pre-installed commercial software QuickOffice (it’s already included to the price).
2. There is no information about analogues of Layar reality.
3. Official comment: Symbian is alive))) But there is no analytics or even suggestions about growing OVI store or software for Symbian.
4. USB-ON-THE-GO is only for USB flash. External drives that uses more than 200 mAh are not supports. (Remark for the future – I should control my imagination)) )
5. UPnP is not supported (sad but true)
6. No Remote Desktop, but there is an additional service - similar to dropbox.com.
7. Pre-installed (native) browser is the same one – no additional functions or features. (looks like step back)
8. E-mail client is still cuts “Sender” and “Subject” fields – my best wishes to developers.
9. No Autofocus – great job, guys. Focus length from 50 cm up to infinity. Bravo!
10. Information about possibility of downloading all attachements by one click is still in progress. I really surprised – Nokia Care hotline operator spent more than 2 hours to find the information about company's own product.
11. There is no preinstalled Skype, but if you still want to install it – forget about video calls.
12. Press Shift+Sim for changing language. Good news (I’m seriously).
13. For avi files playback user should install the codecs. There is restriction of file size only cause device using FAT32.
14. Maximal voice-record length is 1 hour
15. Horizontal QWERTY keeps its position after rotating.
16. Microsoft Silverlight temporary is not supported.
17. There is no built-in FM-transmitter. Do you still want to create iPhone-killer? I don't think so.
18. Nokia E7 has the same processor architecture ARM11 (ARMv6) as it was used for old Nokia 5800 XM.
No comments.

New Infinity & BT Vision customer - but no connect...

Hello
I am a new customer who joined BT to receive the full Infinity broadband, phone line and full BT vision for £40 pcm + line rental paid in advance. The engineer came to install the service on 19/4/11 and did get all the equipment installed but said my Broadband connection was not yet switched on, but would likely be within 24 hours. It's now over 2 weeks later and despite calling and receiving many calls from your call centre I have still no broadband (i'm using my iphone to do this at much cost).
I don't understand why this hasn't been resolved and why a new customer who has signed up the full premium package for 2 years is being so badly dealt with. I have complained as strongly as I can as I need my broadband connection for work but so far no engineer has been sent and they keep saying they can't resolve it remotely as the 'system is down'. So far it's just been a joke and a disaster. I didn't think anyone could make Talk talk look good but so far BT are managing it.
So I am resorting to posting on forums to see if anyone can listen. Not a good start after signing up for a £1200 two year contract...

Hi mcobr,
Sorry to hear of the problems you're having getting your broadband up and running. I should be able to look into this and let you know exactly what's going on and when we can hope for this to be resolved. If you can fill out our contact webform (you can find the link in my profile under "about me"), I'll pick it up and find out what the delay is.
Dean
BTCare Community Mod
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BT Infinity - Stuck In Customer Support Loop

I seem to have fallen through the cracks in the Indian Level 1 & 2 support's scripts for BT Infinity.
1) After the nationwide 2Mb/s speed problem, my connection never recovered. After numerous calls, hours on hold and failures to call me back after promising to, Level 1 support said there was a fault on the line an engineer was sent out.
2) He checked the physical side of things .. all fine, no fault .. then upped my IP profile to the max. I had 38 Mb/s speed for about 3 hours, then back to 2Mb/s.
3) I posted on here before, emailed the mods, they seemed to have chased it as I got a call from Level 2 Support. Spoke to someone who insisted on doing a line test without wanting to hear the history of the problem. He called me back and said there is a fault on the line. I asked why the previous engineer had found no fault, or how my upload speed can be so fast. He stuck to his script and insisted that an engineer needs to be sent out. He also said the Level 2 support cannot change the IP profile. If Level 2 can't, who can?
4) Back to step 1, repeat the process.
I was initially pleased that I had got through to Level 2 support, but THEY READ FROM A POINTLESS SCRIPT TOO.
Is there a Level 3, in Britain, staffed by intelligent people who know their stuff? I'm guessing not. I don't think I've ever been more frustrated with a product or company.
Has anyone managed to get out of their BT Infinity contract? Working 8Mb/s broadband is better than the promise of 30Mb/s+ broadband. What happens if I just stop the direct debit?

All credit to the mods here for managing to get someone in Britain to call me; someone who didn't read from a script and had some useful information about the problem.
They have confirmed that my line has been capped (not a line fault as India insisted) and are trying to find out why I keep being capped at 2Mb/s, despite not downloading much.
If only it didn't take three weeks of calls and complaining to get through to a helpful technical support person in the UK. BT clearly don't realise the damage that poorly trained overseas staff do to their business.
I employ Indian staff for my business, but I'd never let them do anything customer facing. The cultural attitudes to work (working autonomously and solving problems in particular) are too different.

The new version of firefox, which installed WITHOUT my approval, FORCED an update to Adobe Flash. This new Flash plugin crashes over and over and over - to the point that I cannot use firefox anymore. This is one very angry customer. Argh.

firefox installed update without approval. big NO NO.
firefox forced update of adobe flash. I hate this crap.
firefox + new flash = totally unstable.
crash after crash after crash - cannot use.
customer angry.
very angry.
argh.

'''I fixed mine by removing the Ask.com extension.'''
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Running FF 8.0 on Windows 7 (64-bit)

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.

Angry customer

Hi community, I hope that many of you will support me:
Issue: It seems to be a habit of NOKIA that they introduce a feature in a software and cancel it through the next upgrade. I am talking about the support of multi calendars in OVI 2.x! This capability got lost/canceled in version 3.x.
I always was a strong NOKIA supporter but this time I really get upset about this.
I and many of my friends have adjusted our calendars on N8 and outlook by using multiple calendars for business and private issues, the sync option in OVI allowed us to chose ALSO on the mobile the calendar to be synced. This is not longer possible.
Why the hell is Nokia doing this?
It is not the first time that they do this. I do not want to open a historical blame list of features what they once installed and then having it cancelled later.
I only hope to find enough support here to move NOKIA to bring this feature back again.
For the case that I am wrong and OVI 3.x can do this, I am expressing my apologies for this angry letter. However, but I had to say this, as this screws up my internal organization again.
Sometimes I think Nokia does love the Kids and Gamers more than serious users.

you guys know nothing, blackberry needs to go under already.

BT Infinity Shambles

I switched to BT from TalkTalk around a month ago with the target of moving to BT Infinity when it became available in our area (Scarborough - YO12 6TG). The BT infinity website gave the target date of 30th June when it would become available. This was still the case up to the weekend when it has suddenly changed to 30th September.
I have contacted BT through online chat and telephone today and to say they were useless is an understatement. The online chat representative was down right rude and abruptly ended the communication when she could not help. The telephone representative was much more helpful but could not help either. He said that his system did not give a date for BT infinity at all for our area.
I know at least 3 people personally who already have BT infinity in the area. The telephone representative typed one of their details into his system and it said he could not get it until 30th July but he already has it. Come on BT, do you know what is going on with BT infinity in Scarborough because if you don't how are we supposed to know?
I feel very betrayed because I switched back to BT with the sole intention of switching swiftly to BT infinity and now I can't. Locked into a contract now with no better service than I had with my previous supplier.
Any help appreciated.

The end of March, June, September and December dates are just placeholder dates, not firm ones. Normally firmer dates appear when it is getting close to completion, although in my case it just changed to saying it was available.
If 3 people in the area have fibre then they could be on a different cabinet. Not all cabinets get done at the same time (my exchange was enabled for over a month before my cabinet went live).
Roadworks.org shows a couple of planned roadworks for BT in Scarborough. This could be Openreach putting in new cabinets.

Infinity Shambles.

I've been waiting in my office for a phone call from a BT manager regarding my botched internet since 10:30am this morning after waiting all day yesterday for a call.
I made my original order for BT Infinity on the 14th of April, the same day I request my MAC code from my previous provider. Around about a week later I recieved a call from BT and a voicemail was left regarding my order and an email saying my original appointment had been cancelled, obviously being concerned I thought I'd try contacting BT but was told the team dealing with my call were unreachable but would contact me again in two days.
Two days later i recieved a call and was told there was a mistake made on the BT side, something to do with duplicate orders (no one could tell me the exact cause) and I was told the only way around this was to move over to BT Broadband and make the move over to Fibre (this seemed confusing as I know a few people who have moved from the same provider over to bt infinty) anyways I decided to go with what promised knowing the process would take a little longer.
I was told my broadband would be installed on the 7th of May, a compatible router would be provided to keep me going and I would be contacted on the 8th regarding a fast track Infinty Install (including my online benefits, half price for 3months and £100 of Sainsburys vouchers).
On the 7th my broadband was activated but no Router so I contacted the online support who told me a router had not been added to my order but they'd send one out ASAP for delivery on the 8th, which I was fine with (what's one more day) since I've managed to borrow a friends spare router. I also confimed there was a note on my account about the promised phone call, so I was happy to leave it there.
On the 8th I recieved no call.
After yesterday I decided to contact the online support as they'd been very helpful the day before, lucky for me I also ended up speaking to the same member of staff who knew of my woes. I was promptly called by another department who I presume were the Infinty Sales team who then tried to sell me Infinity again, without the online benefits or knowing the saga. I eventually convinced the memeber of staff to arrange a call back from a Manager, I'm still waiting but I was told it's an 8hr SLA?
While I waited I decided to call the complaints line to express my worries/ frustration and query about cancelling the order if I don't get anywhere, I didnt get an answer regarding the cancelling of my order but was told the manager would discuss these option and the member of staff took an account of what's happened since no one seems to know whats been going on. I was also made aware the router which I still have not recieved is not compatible with the broadband but the Infinity.
Anyone else had similar issues, or can reccommend what to do? I don't want to wait a further 3-4weeks to get connected, I would like the online deal I originally signed up for and I don't want to pay for the usage of the BT Broadband since I'm meant to be on Fibre.
p.s. hope this makes sense

I finally received my phone call and this is the outcome:
1. I can cancel my order/ broadband.
2. I can complete the order over the phone and wait the 3-4 weeks for an engineer but wouldn't receive all the online benefits.
3. I can complete the order online (like I did in April) and get everything I originally signed up for but I'd be subject to a prorata bill for the broadband and the same 3-4 week wait.
4. I can wait for my "call" to be escalated to the complaints department which can take up to 5 working days (Friday 16th at the latest) but I obviously can't speak to them today because they don't accept calls and they'll be finished a 5pm. I don't know what the outcome would be of this, other than adding another 7 days to my wait.
Infinity offered me exactly what I wanted, but this experience has really put me off especially since no one I've spoken to is willing to go out their way to rectify the original issue/ order.

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
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Re: Homemover with BT Infinity - Shambles!

I am having the same type of shambles getting my phone/broadband sorted.
Now in US and unable to get through to the homemover team unless I call (which I won't as getting passed from pillar to post at international rates isn't palatable)
Just spent an hour on webchat, but they couldn't/wouldn't help.
Ref VOL012-*********
Being going on for a month now... Can someone here tell me if there's a way to deal with homemover via email or webchat?
Rory

Hi Rorytodd,
Thanks for posting. I can look into this for you if you wish. Drop me an email with the details, including any order references and address details. You'll find the "contact us" form in the about me section of my profile. Once I have the details we'll take it from there.
Cheers
David
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 :-)

ANGRY CUSTOMER - Line problems

I have had crackle problems on my line for many years. It is usually corrosion in the line box just outside my property. An engineer repairs but it only lasts for 6 to 12 months and is back again. It is getting more frequent - my current fault is the third since December 09.
I usually wait until it becomes permanent before reporting it as otherwise it is not there when an engineer visits. My current problem started a few weeks ago. On 28/8 a friend rang and said he had rung a number of times but kept getting a recorded message "Sorry there is a fault on the line" or words to that effect. He rang BT who tested my line and said there was no fault. He then tried again and got through. I noticed there was only a short ring. After the call I rang my number from my Talk number and there was only a short ring and the call was answered without a phone being picked up. I reported the fault on 31/8 after the Bank holiday - got an Indian call centre. The operator tested the line and rang me back on my mobile and said the test results showed a fault in the exchange. She said it would be repaired by 3/9. I requested text updates to my mobile. I received a text stating it would be fixed by 1/9. On 1/9 I received a text stating it will take a bit longer and I would have an update soon.
After I reported the fault the online fault site showed the fault as being reported on 28/8, exchange fault, and an expected REPAIR date of 1/9. This later changed to a network fault. It looks as though the report date and time was when my friend reported a problem on 28/8 and not when I reported it on
On the morning of 3/9 I rang my number from my Talk number and was very surprised it was answered - it had gone to someone's mobile - I did not know the person and had not authorised my calls to be diverted. I rang 151 - got UK call centre this time - and first asked why I had a text stating a fix date of 1/9, and same date online, but operator had said fix by 3/9. Had some waffle about 1/9 was commitment and 3/9 was fix date. I also complained about my calls being diverted to the mobile of someone I had no connection with. It appears that the Indian call centre operator had entered my mobile number for text updates and also, without my authority or request had put call diversion on but made a mistake on one digit of my mobile number.
My current situation is that the fault is still not fixed, and I have had no further text updates - I am in limbo. I also consider BT committed an illegal act in diverting my private calls to a third party unknown to me and without authorisation.
I request the help of a moderator to help me out here.
Peter
Solved!
Go to Solution.

BT have a policy where they have to pick up faults by a certain time. They don't have a service level agreement on the actual time it takes to fix a fault. They just have to touch it within a certain time. This probably explains the difference between the dates that you were quoted. The advisor that initially raised the fault should probably have explained that to you.
As far as the illegal act goes, it just seems like a genuine mistake to me. You can probably seek legal advice regarding the actions if you wish, but I doubt it would get very far. It doesn't sound like the divert was done for malicious reasons. You said yourself, when people tried to ring you, they were getting a message saying there was a fault. BT should definitely have asked you whether you wanted your calls diverted before going ahead and doing it, but it just seems like they were trying to give you an uninterrupted service so you didn't miss any calls. the wrong digit thing was clearly an advisor error.
When BT diverts your calls due to a fault, it is them that pays for the diverted part of the call.

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).

TS3694 I can not restore my iphone 3g ; either itunes or my phone is not allowing me too. help!?! I am a ANGRY CUSTOMER!!

Someone needs to help me troubleshoot my iphone 3g or send me another one because I'm starting to get upset!

What have you tried? What happened?
I backed up my phone to set it to get the lastest iOS version and it won't allow me to restore my phone and it is stuck on recovery.
What is the exact wording of any error message you received?
i honestly dont know , but it included the numbers 1011 on it. So i redownloaded itunes to make sure it was updated and restarted my computer and it still won't remove itself from recovery mode.
Does the app Cydia appear on the iPhone?
No
Is the iPhone jailbroken or otherwise hacked?
No
Provide some details so a suggestion can be offered. Or do you
just want to rant?
Just offer any type of anything right now. I am a computer consultant ; I tried stuff I already knew but it didnt work. I honestly just want a new one sent to me.
Message was edited by: Donyale

INFINITY SHAMBLES - ANGRY CUSTOMER

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