Installation Nightmare and no help from customer service

I just spent July 2, 3, 5 from 11a-6p and Saturday July 6 from 8-2 waiting for installation of my fios service in my new apartment. When i called them to let them know I was moving they insisted it was available at my new location. When the tech got there at 2 on 7/2, the wiring was not done in the apartment and they needed the help of another type of guy who works for a sub contractor. They called that tech, who said he was coming by the end of the day and he never showed up. This happened again on Wednesday and Thursday. I spent three days of my summer vacation in my house with three kids waiting for someone who had no intention of coming. I called customer service three times and finally got a supervisor on Saturday am who told me they could not tell me if that outside contractor was ever going to show up. They apologized, but thats it. I asked to cancel my service and they were shocked. I had no service anyway. So they transfer me to a relief agent, who was also sympathetic, but told me the chances of the outside contractor showing up were slim and none and that they could schedule me for the end of the following week. That would make it two weeks with no phone/internet/tv but even worse, my vacation was over. I can't even describe how upset I am about losing precious time with my three small children. They finally showed up as I was walking out the door with the three kids to go to the beach and they came walking in. I have not received any kind of help from customer service other than for them to tell me they have no control over their subcontrator. I don't know what to say other than it was a total nightmare. For what I pay for service for the past five years I expected a lot more of them

Ihotka, if you have a problem w/QT's refund process you should post your concerns over @ QuickTime Feedback.

Similar Messages

Changing customer contact information and seeking help from customer care centre

Over the past few days I have tried to change my email contact address for CC. Have made the change and pressed the button to have a verification email sent. Nothing gets to me. The account works and nothing is showing up even in my junk box. Have then tried to contact the Customer Care Centre... What product? Adobe Creative Cloud. What topic do you need help with? > Sorry. No data available for this product at this time. Catch 22. One might be tempted to say "typical". Not that tempted yet.

Hi Kelli,
It was wonderful of your mother to purchase a Samsung Smart TV for you and I hope that you had a wonderful trip! It is truly disheartening to hear of the damage you state you found when you returned from your trip out of the country.
Per our Return & Exchange Promise and assuming your mother falls under the standard 15 day return and exchange period, unfortunately we wouldn't be able to exchange this TV due to it being beyond the 15 day timeframe, but also as damaged items are considered nonreturnable. I apologize if this news causes you any dismay.
With that said, if your mother should like to reach out as she is the original purchaser, I would be delighted to discuss this further with her. She may either register with the forum to either send me a private message or by sending an email to [email protected] with "Attn: Tasha" in the subject to ensure it reaches me in a timely manner.
Respectfully,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

Returning to BT but no help from customer services

Hi,
First post on here so looking for somebody "in the know" so to speak about rejoining.
I left 10 months ago for cable but am totally unhappy with them, lots of things really, so wanting to come back to bt.
Sent bt an email from their site following the return to bt link etc. 5 days passed and a youngish sounding girl rang me. All she said was and this is it, word for word:
"I believe you are interested in returning to BT, you must rejoin via the links on the website, we don't offer deals even to old customers returning"
I said well that means I will stay with a competitor, reply from girl... "maybe that's best sir" end of call.
I was shocked, not even a discussion about anything, options etc. Is there some department I could ring to talk to them as this avenue was clearly the wrong one. I do want to return but clearly I am now having second thoughts.
Again, apologies if this is not the correct area but looking for advice.
Thanks.

I was quite dubious about rejoining BT via an online order as previously, I had placed orders to return and they mysteriously disappears, which I was not all too happy about.
However, it appears that they have now turned a corner. I prefer placing the order where I have control over what I choose and also by ensuring that the details I enter are fully correct and accurate; nothing annoys me more than incorrect spellings!
Not to mention that I also received my £130 cashback for joining via a cashback website!
Nevertheless, after placing my order online, everything progressed without any issue. Nobody called me and I never had to call anybody as there weren't any issues. Everything flowed very well. By 8.30am on the activation day, my landline, broadband and Vision were all active!
Kyle
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If you found my post helpful, please give Kudos on the left!
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Skype blocked and no response from customer servic...

Hi all,
I'm using Skype for more than 10 years and never had to sign in ever since that was done at startup automatically.
Now 2 days ago my wife had trouble on her laptop so I logged in on her laptop as admin to sort the problem and skype popped up there (while it was already active on my PC). I've cancelled it on the laptop, sorted the problem, logged off and returned to my PC to see the sign in screen of Skupe there.
As I said, I never had to sign in for more than 10 years and so I forgot the password. After several attempts the account was blocked. Now even worse, and that one is on me, the initial email address I've onced used to create the Skype account is no longer available (for many years) and I never set a new or alternative (I think).
The only method I've found to unblock and retrive my password is the support page where you have to complete a questionnaire. I've completed it to my best knowledge although some details might have been wrong because most of those details I've simply forgot because it was just too long ago that I've wrote these initially. Upon completion the message was that I will be contacted soon (was it 24 hrs?). Anyway, I'm checking my email every day several times but no response.
I'm not blaming the support team. I do understand that they are very busy and that my partially false submission was probably filtered out and most likely never reached a person.
Now I've created a new Skype account (otherwise I could not post here) and wonder if there is any way to import my original contact list which is very important to me. I never made a backup of the contact list but all my original Skype account details are still on my PC.
Appreciate every help either on how to retrive my original account or how to get my original contacts into this new account.
Cheers Euclid

euclidalexander wrote:
For example the year I've created the account: the earliest I can select is 2004 but I've cre completed to my best knowledge? Please advise.
Hello
Yes. Please resubmit. Skype didn't exist until 2003.
TIME ZONE - US EASTERN. LOCATION - PHILADELPHIA, PA, USA.
I recommend that you always run the latest Skype version: Windows & Mac
If my advice helped to fix your issue please mark it as a solution to help others.
Please note that I generally don't respond to unsolicited Private Messages. Thank you.

CS4 Web Premium Installation "Installer Database Corrupt. Contact Adobe Customer Service."

I need help.
I just purchased a HP Envy 23 running Windows 8. It came with Adobe Premiere and Elements 11 already installed.
I own Lightroom 3, which I installed very quickly and easily.
I own CS4 Web Premium with the serial number at hand. I insert the disk 1 to install and the error message appears: "Installer Database Corrupt. Contact Adobe Customer Service." After serveral attempts, I resort to researching on this forum.
In the forum, found here: http://forums.adobe.com/thread/1238032 I was asked to go the linked website and download and specifically follow the instructions to install CS4 from the internet. I did what I was told as closely as possible.
I received the same error message: "Installer Database Corrupt."
I asked if I needed to uninstall Elements 11 before trying to install CS4 but haven't received a response. Actually, now Adobe won't let me sign on with my password and when I request for a new one it doesn't send me a confirmation email so I have resorted to making a new username.
I called Adobe about the issue with the error and was directed back here to the forum because they do not have phone service support for CS2, CS3, CS4, or CS5 because it is "old" technology. I am loosing lots of work time because I can't seem to get a quick response to my questions here on the forum.
I found another forum saying that I need to rename the file "caps.db." to "xcaps.db" and it will install just fine. I did what it said, looking for any and every folder in both premiere and elements to rename anything that began with "caps" After doing so, I still got the error message.
What I need to know is:
1. How can I install CS4 Web Premium either by disk or internet without getting an error.
2. Must I totally uninstall Elements and Premiere to get CS4 installed? I really don't want to do that since I paid for them with the purchase of my computer.
I'd really like some answers. Thanks.

You're going to need to be more specific about what I am supposed to do because I'm very unfamiliar with computer lingo. I don't know what an OEM is and I am unsure about these backup disks you are referring to. The expertise on this forum is the only lifeline I have to fixing this Adobe issue so I really want to try my best here to get things resolved. I've not heard of deleting caps.db and haven't heard of anything to do with medai.db files before. I'm supposed to delete these instead of renaming caps?

While upgrading Adobe Creative Suite CS4 ME into Adobe Creative Suite CS5.5 Design Premium, I get an error saying This serial number is not of a qualifying product, please try another. I used to be able to get a code from customer service but I can't get

While upgrading Adobe Creative Suite CS4 ME into Adobe Creative Suite CS5.5 Design Premium, I get an error saying This serial number is not of a qualifying product, please try another. I used to be able to get a code from customer service but I can't get to the chat. Please advise!!!!

MoeGhazal I reviewed your account and it looks like you have have upgraded from a CS4 volume license for Design Premium to a retail upgrade of Design Premium 5.5.
I also show that you made two purchases of CS5.5 Design Premium but the second purchase was canceled. Please make sure you are utilizing the serial number which ends in 7886.
If you are using the correct serial number then it is likely the installer will not recognize your volume license CS4 serial number as being valid for an upgrade. If you can contact our support team then you can be walked through an unlocking procedure to allow you to proceed with the installation. You can contact our support team directly at Contact Customer Care. You may want to try installing a web browser you have not previously utilized. It is likely a toolbar or some other software application is affecting your ability to access chat support successfully.
If you are still unable to reach our support team then please verify the information under your account is accurate. If you can please then update this discussion after confirming this then I can request a member of our support team contact you directly.
Again I would recommend reaching out directly if possible as it will be the most efficient method of resolving your current error.

How to pull call reports from Customer Service phones

I have a building that has normal users and a group of customer service users and I would like to pull a report showing how many incoming and or outcgoing calls just from customer service.How would you recomend doing this?

You need to specify what products and versions you are using.
https://
Cisco Unified Communications Manager Call Detail Records Administration Guide, Release 8.6(1)

I need help from Customer Support. Whatever this charge is on my credit card,

He recibido un cargo de su tienda, que curiosamente he visto que se han hecho muchos cargos a diferentes personas bajo el mismo copncepto y tienda.Favor acreditarme dicho monto porque no he comprado nada con ustedes y ni tengo idea donde está Minesota.Este es mi cargo. 23/07/15323343GEEKSQUAD RENE00015826 RICHFIELD UUSRD$1,428.010.00 Y veo en Internet que otros clientes han hecho reclamos del mismo concepto. Subject Author PostedGEEKSQUAD RENE00015826Care‎03-09-2015 06:30 PMGEEKSQUAD RENE00015826 Unknown ChargePriscillaQ‎12-29-2014 10:08 PMrandom 10 dollar charge from richfield MN to my ac...ChrisBurns‎07-01-2015 12:50 PMUnknown Geeksquad charge on my Credit CardHardingR‎12-01-2014 05:57 PMGeekSquad protection terms changed without being i... Lo que me hace pensar que algo anda muy mal en ese Best Buy. Como es posible que no hayan corregido e identificado quienes están detrás de este fraude que lleva años. I need help from Customer Support. Whatever this charge is on my credit card,jesmann‎10-05-2014 04:52 PM

Hola scj2000-
Muchas gracias por visitar nuestro foro en búsqueda de una explicación al cargo que recién apareció en tu tarjeta de crédito.
Entiendo su preocupación, ya que cualquier cargo extraño que aparece en un estado de cuenta puede ser alarmante. En este caso, el último cargo que puede recuperar usando el correo electrónico que usaste para registrarte al foro, refleja que se renovó un antivirus Kaspersky. Esta autorización nos diste cuando realizaste la compra de tu Lenovo, desde entonces se renueva automáticamente la licencia de antivirus.
Las otras publicaciones que has leído, indican lo mismo. Un cargo que se ha hecho a la tarjeta de crédito que se presentó durante la compra con la autorización del cliente.
Lamento mucho la confusión y espero esto aclare tu duda.
Atentamente,

I bought season pass for almost human and the idiots at customer service tell me i did not due the purchase history which i already stated in my original complaint my money was taken but no go what the heck going on this not very helpful

as you can see i presssed the button yet purchase historty says different what happened ? customer service not helpful so far and not grasping the problem i am complaining thinking i did not pay for season when obvisouly i pressed the button so what heck ?
Message was edited by: sabbagh33

It's now nearing the end of April, and 'Almost Human' is not due for airing in the UK until Tues 6th May 2014, and not available for purchase until after the UK airing. I rather suspect you have your iTunes account set-up as 'US' where the season pass has been available, and you purchased it from there (as is displayed in your screenshot - 'TV-14' is the US channel). You cannot 'cheat' the system that way, and get early 'viewings' hoping to get away with it. You have nothing to complain about.
If you had purchased iTunes would have despatched you a recipt and that should be in your mail history.
I have well over 200 movies, about 300 TV episodes, and many thousands of music tracks on iTunes, the iTunes help desk - when I have needed them less than 5 times in about 8 years have been very helpful. They do not deserve to be 'rounded' upon with criticism like this.
Always be honest, always be fair

Attempted to deliver scratched and dented new fridge - customer service provides no help!

Ordered a new refrigerator from BestBuy.com on 12/29. Delivery was attempted today 1/12, but we refused it as the new fridge was horribly scratched and dented. Called 1-888-BEST BUY and they were of absolutely no help - can't tell us when a replacement will be delivered, how many are in inventory, etc. The website shows that we could have one as early as 1/15, but no one in customer service has that same info. In the meantime, the installers cut the water line and moved the old fridge to our garage (where it cannot be plugged in), so we are without a fridge and without any help from Best Buy. I talked to a local store, and they apparently compete with BestBuy.com, so also could not provide any assistance. I'll definitely be buying in store now that I know that there is no customer service for online orders.

Hello kmiller5280, and welcome to the forum,
Finding a fridge that meets your needs is no small feat. Not only do you have to figure out what brand and model provides the best features for you and your family, you also have to coordinate the color and look of the appliance to match the rest of your kitchen. While I’m glad you found one that’s right for you, it’s incredibly disappointing to hear your appliance arrived in less than pristine condition, especially if we rendered your current fridge unusable. I truly apologize for any frustration or inconvenience this has undoubtedly caused.
To make sure you receive a new fridge as soon as possible, I attempted to pull up your Best Buy account using your email address found on your forum profile to see where we might be in providing you a replacement appliance. I wasn’t able to locate your account, however, so I have sent you a private message to gather further information from you. You may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the page.
Thanks for posting,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

IPhone 5 Data and no help from Verizon Customer Serv!

My boyfriend and I both have the iPhone 5, and an iPad on my account. We upgraded his on the iPad line since it was up for an upgrade. He got his.. and is blowing thru gb's but no big deal, he has unlimited. I had unlimited as well, got my iPhone 5 this week on Monday. I work 8-7 so I'm rarely on the internet or any data using apps on my phone. I started getting messages about using my data, but thought nothing of it, as Verizon sent these to me about a year ago and told me it was a mistake. So today I got a message that I am over my data and receiving over charges!!! So I call- BAM! We took you off your unlimited plan- nope we cannot put you back, it was grandfathered... hi um ya, I never said to take it off, nor did I agree to that... The rep says it was on social media and I should have known this.. I may be unlike the rest of the universe apparently, but I pay 0 attention to social media. Then she says the rep who upgraded my phone should have told me this.. well he did not, actually we discussed my plan (per me asking if their was a way to reduce the bill) and he suggested keeping my unlimited plan..and took my iPhone 5 order! So, since she offered me ZERO resolution or help, I asked for a supervisor.. who was as concerned about my issue as a sack of potatoes! She said you can return your iPhone 5 back to us(I would have to pay the shipping)and we can REQUSET that you have your original plan back, but we cannot guarantee that you will get it back. So I say.. You're telling me that a multi-million dollar company is taking something away, does not have to tell me it is happeneing, and opposed to wanting to keep consumers you would rather me send the device back and not re-new my service for 2 years? That does not seem like customer service, loyalty, or good business to me. She yells.. you can send it BACK and we can try to put your plan back! I had enough at that point- Filed a complaint with the FCC...
Gave myself a few hours to calm down.. in the mean time letting my FB community know Verizon screwed me and to be careful. In which time about 6-9 friends text me telling me they upgraded to whatever device and are getting these charges!!!! SO YOU FAIL TO TELL EVERYONE HUH... WOW... So apparently I am not the only one who was not aware of this when placing the order, and oh yea missed it on social media because you have to listen/watch social media to balance your personal Verizon account... NOT
So I try to call Verizon again to be logical and change my plan since I'd rather not argue with Verizon over a 1,000$ bill for my overages.. This rep tells me I should switch to the 8gb plan, which will actually save us about 30$ a month!! SOUNDS GREAT RIGHT...... Followed by me asking (since the bf has the NFL app and is on it all the time..) How much data does the other =line use? ..... Well he used 6.8gb......ok and I had 2gb... and I went over... lets count this out folks.. 6.8+2= OVER 8! Then that is not even including the data the iPad uses!!
Basically... I am screwed! I can give back the iPhone 5.. that I have every right to have... and pay out the rear for data... or I can give it back to Verizon, and *HOPE* they give me my plan back! In my opinion.. this is a bunch of CRAP!

I also did not know about this change before I ordered the iPhone 5. I ordered the phone on-line and it let me choose the same plan I was already on with unlimited data before I placed the order. Now they are basically saying, "too bad." Did you ever get this resolved?

Bt Infinity and the Lack of Customer Service

Hi all,
I have been sitting patiently waiting for my area to become connected to BT Infinity. According to the map on the BT products and services site, this should have happened on 31st December. I keep checking regularly and no updates.
So today, I took my life in my hands and went to the online customer 'service' where of course I was routed through to the call centre in India. I asked my question, IE when will it be coming. I explained my reason for asking..... and all I got quoted back was that it isn't available and they will let me know. Errr yes, I know that I explained.
For the love of God could we please bring customer services back to the UK where a basic understanding of questions and answers is available? If this was a one off with the call centres then I would be more understanding, but lets face it. It isn't a one off. When I say things like this, I get the nasty little devil on my shoulder whispering that I am some kind of heinous racist. I'm not.... I just want to be able to communicate with someone who understands the question and has the ability to say 'I don't know but I'll find out' as an answer. Rather than reading from a script and saying thankyou every other word..
Grrrrr fume fume.
So I thought I would send a complaint via the website. Guess what, the link for the customer service manager takes me back to exactly the same place I went to get the help in the first place.
I give up.

Hi there
I don't want be a moaning minnie but I have to agree about the appalling BT Customer service. I had Infinity installed (quickly) 3 weeks ago. There is a problem with my throughput so my download speed is less than 2 MB/s. Dealing with BTIndia is like being trapped in an endless Kafka play. Polite, apologetic and UTTERLY USELESS!!!! 21 days of being passed from department to department, have my case "escalated" to a higher level (how many levels of escalation are there anyway?) and nothing is done. Endless pointless promises unfullfilled. The irritating dire quality of this so-called "Support" has long since supassed the irritation caused by the initial fault. IF YOU DON'T KNOW HOW TO FIX THE PROBLEM DON'T PROMISE THAT YOU CAN!!!!!
I pray that you have a faultless installation and service because you sure as **bleep** don't want to deal with their "Customer Service"
Sorry. Are you picking up a certain degree of frustration?
Good Luck
Mark

Poor follow up from Customer Service

Customer Service has very poor follow up. Multiple times I have called with phone not properly working and the initial person was not able to help. After an hour of being on the phone with him he said he would have to have someone else call me back. About 6 months later I called back and this time I waited until they could get me to the right person, but it took another hour plus, however, this time they helped.
The thing that brings me to this comment however is the fact that I called last month when I noticed my usage was going over and tried to get them to up my usage plan. The customer service lady said that because the billing cycle was closed they could not. I know they have done this before and why I went over my minutes when within the prior year I did not even come close baffled me. We discussed the issue with no resolution and finally I just hung up on her. She called right back and said that she emailed her supervisory and that her supervisor will be getting back with me. Yep, you guessed it, no follow up from supervisor. Bill went through, I paid a ridiculous amount for overage and have become a very dissatisfied Verizon customer. Trapped now that I have new phone, but in 2 years I will be gone from Verizon after being with them for over 10+ years. Guess sometimes the little guys get lost. Good luck all!

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Disgust and Exasperation with BT "Customer Service...

I am posting this here as really a final attempt to see if anything helpful will actually be done by BT, but I think also as more of a warning to others, as I truly have ben a “victim” of their so called customer service.
To make clear, I don’t really use my landline, the only reason that I even have a landline is for my broadband which I get from another supplier, as I need this for work, it is rather essential, so when there is a problem with the line it causes me great stress as it threatens my ability to work and make money and pay bills etc. Generally the only time I use the phone is if I have to call a free phone number or a number which is chargeable from a mobile.
Over a year ago now, back in July 2011, I had just finished dealing with someone from BT’s head office as I had been forced to go there due to surprise surprise BT not adequately dealing with a complaint, that time due to charges on my bill for calls I hadn’t made. The man I was speaking to, fixed all the problem, re-set up my quarterly direct debits and said if there were ever any issues again to come straight back to him.
Cut to the end of August this year. I happened to pick up the phone to try and call a free phone number when I discovered that the phone could not make outgoing calls. At this point I have had NO communication with BT of ANY kind, calls, emails, texts or letters. Since dealing with their head office the previous year. When I eventually get through to someone, Im informed that the line has been restricted due to non payment of the bill. I asked if there has been a problem with the most recent payment or has a payment bounced and I am informed that in fact BT haven’t taken a payment in a year!!!!! I ask how this is possible, and also how has no one from BT got in contact with me about it, I mean they are supposed to be a Communications company, yet they seem to be severely lacking in communication, as the only reason I knew there was a problem was that I happened to pick up my phone. After speaking to around 3 different people in one of BT’s non English as a first language speaking call centres, various promises of a callback which funnily enough never happened, and god knows how much cost on my mobile phone bill, I finally managed to speak to a manager to try and figure out what had happened and how we could get this fixed.
I was told by the Manager that they honestly had no idea how firstly they weren’t taking direct debit payments, and secondly how this could have been allowed to run for a year without BT really contacting me about it or even taking any action like restricting the line after the first time they didn’t take a direct debit. I was informed that the balance of the account was over £400. I made the point and the manager agreed that asking a customer to make that kind of payment in one go with no warning, particularly in these circumstances was unacceptable and a solution had to be reached. I said I was happy to pay it off in installments or work something out that way, and the manager also said they would need to check as perhaps some of the bill may have even been supposed to be covered as compensation for part of the previous complaint and due to an oversight may have caused the rest of the year to go untouched, as otherwise she wasn’t really sure how this could have occurred. The Manger then told me that she was going to go away and thoroughly investigate this and speak to the person who had originally set up my direct debit to see if there was any issue there. She told me that she would be looking into this and would then come back to me with the answers to how this happened and also a solution to paying it off. Also while she was looking into this she would restore my line fully, as this was obviously a larger problem at BT’s end. This seemed to be a fair agreement and I told her I looked forward to hearing back from them when they had it sorted out and we could get this cleared up. How foolish I was.
Cut to the end of last month, I had family members in New York and New Jersey on holiday at the time of the hurricane hitting there. One night I picked up the phone to try and get in touch with them to make sure they were okay and I discovered that once again my line had been restricted for outgoing calls. To be clear here, the last time I had any contact with BT was when speaking to the manager at the end of August as described above. As you can imagine, having my line suddenly restricted and considering the circumstances I was particularly angry. I called in the next day, and despite asking what was going on and what had happened to the investigation into my account, instead all I got was a wall of “The account has been restricted due to non payment”. I would respond, yes I get that, but BT were supposed to be resolving the matter and coming back to me with a way to pay off the balance. Again the only response I would be given was “The account has been restricted due to non payment”. No other information, just that statement. I asked to speak to a manager and was promised a callback from one. It never materialized. I called back in gain, asking for someone to call me about this as I wanted to get it resolved, was promised one but again never received one.
Then last Monday, the 12th of November, I finally called in AGAIN at my expense, and spoke to someone who actually seemed to understand the term “Customer Service”. She took the time to look at the notes, saw that I was supposed to have been called about this but that no one had, and that in fact no one had even bothered to look into my account or even do anything with it. In fact I believe I was told that no one had even accessed my account since the last time I spoke with BT, back in August. I asked her if it should really be this hard for me to set up some sort of payment plan, I mean Im asking a company to let me give them money but they don’t seem to be interested. She apologized and said that she was going to personally pass this to her manager, that she would fully investigate the matter, sort it out and come back to me with the solution so we could resolve the matter and put it to bed. She gave me her word that her manager would be calling me within 48 hours. And guess what? That’s right, I never received any call whatsoever.
So Wednesday this week, 2 days ago, I call back into BT, to ask why this manager hasn’t called me back as promised and what exactly is going on. At this point I get more of the stonewall “The account has been restricted due to non payment”. However also at this point get told that my line is going to be terminated fully this coming Saturday. Again I will point out that no one from BT had communicated this to me in any way, no warning, no letter, text, email or call, from this global telecommunications company. However I am then informed that someone had called and spoke to me the previous Saturday, had given me this information and I had “agreed” with it. I informed the agent that this hadn’t happened, no one from BT had spoke to me on Saturday, and certainly not at the time of 11:30am as it was noted on my account, as I had been out the previous night and had only got in at 8am Saturday morning and went straight to sleep. This didn’t seem to bother them or they just didn’t care as now all that I could get from anyone was “The account has been restricted due to non payment and we are cancelling it on Saturday”. No offer of sorting out to get it paid, no explanation as to what had gone on or why no one had done anything, just a set response that felt like I was talking to a computer with only one programmed response. I was also informed that my account had now been ring-fenced by a particular department and only they would deal with it and they had no interest in my complaints or issues, they only cared about the bill in full and if not paid then it would be cut of Friday. I pointed out that I had not been given any notification of their action of any kind. The response verbatim I was given was,
“We don’t have to inform you if we are going to restrict or cancel your account, we can just do it”
Also they didn’t seem to care about the fact that someone in their company had blatantly lied and put information on my account saying they had spoke to me about this to inform me of it and I had agreed with it!!!!!! So fraudulent activity by BT and they don’t even seem to care. I asked for the details of the person who had left this note as I wished to complain, but was simply brushed a way with
“Oh we wont give that to you, we will just take care of it internally, you don’t need to worry about it”
I don’t need to worry about false information being put on my account???? I think BT doesn’t really have an understanding of what concerns the average customer, as someone falsifying information on their account is kind of a HUGE deal. At this point I had tried several times by phone and email to contact the person who had dealt with my account last year and had set up the supposed direct debit but surprise surprise, they never responded to one of my attempts, not even a polite message to say they had received it or that someone else might be dealing with it, nothing, not a peep.
At the end of the day with my head ready to explode I finally managed to get a number for a manager in BT’s head office. I called their office line and got to speak to them. I explained the above and they were very sympathetic and apologized, and agreed that the way it had been handled was wrong, and asking someone to pay £400+ without any notification and also when they had previously told me they would be sorting out a payment plan was unacceptable. He then told me he would be passing my information to an executive level complaints operative and that they would call me back the very next day to discuss the problem and get it resolved. Again I pointed out that I didn’t think it would be this much hassle for a person who is trying to set up payments to get it sorted. I then left this call, feeling a lot better as it seemed I was finally going to get this sorted.
However, the next day not only did I not receive a call, but instead I got an email from the person who the matter had been passed to, which simply said, ‘We haven’t had a payment in a year, the direct debits haven’t been taken, we have now sent you duplicate bills so you have a copy of them and you have been informed that the account will cease on Saturday (conveniently leaving out the fact that I was only informed of this the day previously). That was it. I called and left 2 voicemails and responded by email saying that could she please call me as her email has not in any way dealt with any of my issues or even tried to resolve this, and being as one of my biggest issues was that for 3 months I have been constantly calling BT and not one person has been bothered to call me, and the response to my speaking tp a manager at BT’s head office was for her to send me an email that as far as she was concerned I might not even get due to current restrictions on the line. I never received any call from her that day.
That evening I managed to get back in touch with the person from the head office I had spoken to the previous day. I expressed my exasperation that with a major issue where one of the main problems is BT’s seeming inability to call me back when promised, the person who as supposed to be looking into this hadn’t even bothered to call me to find out the issues and what the complaint details were!!!!! I was again promised that he would get her to call me first thing Friday. She did, I spoke with her about an hour ago, and from the fact that I have felt compelled to write this should tell you exactly how helpful she was.
When I answered the phone, the first thing she said to me was, “The only reason for this call is merely a courtesy, it doesn’t matter what you say or what has happened it will not effect the decision to terminate your line tomorrow” If that doesn’t just sum up the entire BT experience for the average customer Im not sure what could. Not only that but she claimed that BT had tried to contact me numerous times in regards to this yet mysteriously could not provide me with a single precise date of any of these supposed communications. I was called a “liar” as she said that I must have noticed that the quarterly direct debits hadn’t come out. This is despite the fact that the entire point of a direct debit is that you don’t have to check it, it just pays it, its how I pay my rent, gas, electricity, broadband, mobile phone and I assumed my phone line. Also if there has ever been an issue, the company involved is usually very quick and good about getting in touch, as its money you owe them/ Not BT though it seems. I said that all I’ve been wanting to do for the last 3 months is get something set up to pay this off. However I’m told that they wont do that that they NEVER allow payment plans (a blatant lie)and that even though I’ve only had 2 days notice and even then nothing in writing, they don’t have to inform me anyway, they can just do what they want.
I tried to point out the effect this would have, I even made it clear that I was perfectly happy that while I was making payments to clear the debt that they could keep the line restricted, but at least still active as otherwise I cant work, I cant make money, I cant pay my rent, I lose my flat, I cant afford to buy food and in essence it royally messes up my life. The response was that they didn’t care and unless the full amount is paid then tough.
However the most disgusting, Blatant and downright underhanded moment (and bear in mind at this point Ive been openly called a liar) came, when I brought up the fact that there is false information on my account, that someone had lied and put fraudulent information on my account. Her response, and I still have trouble accepting this was
“Well I don’t think one of our agents would do that, so Im not even going to look into it”.
Despite the fact that she could confirm that there was no call in under 5 minutes she refused to check it. I asked her to go get the call recording as there wouldn’t be one, and if she wasn’t going to help with my account at least please fix this, someone in BT has put false info on my account and you can check this yourself, it will take you no time, just confirm it. She however again refused to even look into it as she didn’t “THINK” that someone would do that. She also refused to go and listen to or check the calls I had back in August with the manager who had promised to sort out a payment plan and investigate, she refused to check or listen to the call from last Monday where an agent had confirmed that the previous manager was supposed to have done this but hadn’t done anything with it. She refused to do anything in any way that might mean she would have to change the position she had come on the phone to me with and had made clear she didn’t want to change. So in essence this person who is supposed to be trained in customer service and conplaint resolution, didn’t even bother her backside to speak to the customer making a complaint to find out the issues, just decided to check a few notes, not pay any real attention and sho a complete lack of respect to me. I mean she openly accused me of being a liar on the call and in the same breath refused to go and check if one of BT’s agents had lied themselves about calling me and me “agreeing” to all this. Funny, I was sure one of BT’s slogans was “Its good to talk”
So here I am, Im told my account will be terminated tomorrow and it seems that no one at BT cares, or even wants to solve the problem. Also they don’t care that this is going to have a massive effect on me and my life, without my internet access I cant work, and if I cant do that then I lose my livelihood, my home, the food on my plate and everything I have. Oh and look, just in time for Christmas. I have been asking for 3 months to get this paid off in a sensible way and for 3 months I have been assured they would take care of it, then fobbed off nad forgotten about. And now BT have made it abundantly clear that they really have no interest or concern for their customers in any way.
I write this in the vain hope that someone might be able to help me here, however being as there is less than 12 hours till Saturday I doubt it. I think to be honest its more so that other people are aware of just how shockingly bad BT’s service really is, and that watch yourselves and not only will they lie, abuse, insult and cause you great trauma, but that they will also refuse to accept any responsibility for their words, their action, their promises, and especially their mistakes and faults, as as far as they are concerned they don’t make any, and wont even look into seeing if they have. Truly a company that doesn’t care

Its quarterly billing, and on direct debit, so the whole point there is it takes care of itself.
It aso didnt hurt that as I said, I had no communication from BT in that year, no calls, emails, texts, letters nothing. They sent me no letter to say that there had been a missed payment, they took no action due to this, still something at this point that no one has been able to explain how that happened. Also the direct debit was set up by someon from their executive level complaints deaprtment, so you would think it would work ok. But apparantly 3 months later they didnt take a payment, and kept not taking payments or getting in touch with me about it, they just did notning. Then after a year, again without any warning or notification restricted my line, which as it turnds out was an automatic process, no one had any clue about what had been going on. Hence why the first manager I spoke to about it said she was going to have to investigate how this happened and obviously work out a repaymnt package. Though as par for the course from that point on I never received a callback from BT at any point, I called them often enough, but they never could be bothered it seemed to get back in touch.
Also my bills arent exaclty large, as I say the only reason I even have a landline is for my internet access for work so its not as if its a huge amount and its every 3 months so not something really on your radar. Again thats the point of DD and what you assume is a professional and capapble company.

Stuck on 'Fixed' ADSL and no help from overseas ca...

After trying 3 times to get some sense from an overseas call centre, I am now trying this forum in the hopes that a moderator can help as I have heard great things about them!
I am obviously trying to get the fastest broadband speed possible for my line (I realise that it is quite long and in a rural area). However, since time in memorial I have been stuck with a 'fixed' 576kbps / 288kbps line - the call centre doesn't seem to accept this - my line stats show different see below.
Surely my connection speed will be variable to some extent (ip profile allowing) but my upstream should be around 448kbps with the upto 8meg package that I am on. My router only connects at 576kbps and stays there with no disconnections etc.
Please note that the short 'up time' is only due to a power cut.
Can somebody please help as this is driving me nuts!
Many thanks.

As yet, no news from PaddyB the mod that has taken up the challenge.
However, the plot thickens.
After going to my next door neighbours barbeque last night (Yes, it was cold) I was complaining about BT and their previous customer service (not PaddyB) and it was suggested that I check their line with BT Speedtester.
Results are as follows:
Download Speed: 1266kbps
Acceptable: Between 400 - 2000kbps
DSL Connection: UP 1856kbps / DWN 448kbps
IP Profile: 1500kbps
BT obviously hasn't given me the fastest speed possible at a stable rate as stated in their literature.
This has obviously been ongoing ever since my exchange (SSSBL) went ADSLMax capable on 13/03/06.
I have been paying for a service I blatantly haven't received for well over four years!! Despite making complaints and discussing the fact with the various BT Sales people who cold call every now and again!
My exchange is not LLU enabled so can use no other ISP (Unknown when it will be) therefore I have no choice but to use BT.
There are also no published dates for an upgrade to 21CN WBC.
If anybody knows any email / contact details for somebody or department that can issue refunds for a service that has not been contractually provided - I would be grateful. I would obviously like to sort this out as soon as possible.
Any ideas as to who I should approach Othelo / Ofcom / Oftel.
Any help gratefully received!!

Installation Nightmare and no help from customer service

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