More than 5 weeks and still no phoneline

Question

I first made contact with BT in March to sort out Boradband, the guy on the phone tried to do a line test but as it didnt show up he said the only thing he could so was set us up for a phone line and activate broadband once the phone line was sorted.
I agreed to this despite wanting broadband only as i hoped it wouldnt be too long!
How wrong was i!!!!
An appointment was made for an engineer to come out to the house to sort the line, my partner took the day of work to wait for the guy, he came out and after some time checked the lines at the top of the road and they were not even connected to the main exchange.
The engineer informed us that it would be around 3-5 working days and Bt should contact us with a new apt.
More like 3 weeks....
I have since been on the phone 3 times to find out when we are getting another appt, I rang one evening and was promised a call back, which I never got, I rang again on Wednesday 11/05/2011 evening and the guy on the phone was very helpful, he told me that the line test since the work had been completed was good and they would sort me out with an appt for Friday 13/05/2011, I explained to the guy that I was in work until 4pm on Friday so could the appt be made for after that which I was told Yes. When I told him that we wanted Broadband he also explained that once the line was enabled I could ring the number again and they would fast track a broadband package to us due to the amount of time we have had to wait and the issues we have encountered. I was then told someone would ring me on Thursday 12/05/2011 to confirm the appt.
I rang numerous times on the Thursday and could not get through on the number given 01793595043.
I rang numerous times on the Friday and finally got through at 12:30 to ask what was happening with the appointment to be told Openreach don’t work in the afternoon on a Friday and the appt was made for the morning. After me telling them I was in work all day. The lady on the phone was less than helpful and told me that if she cancels the appt or if the appointment fails that because the issue doesn’t lie with them there is nothing they will do to help apart from book me another appt for the end of next week. In my opinion the issue lies totally with BT as I told the guy on Wednesday that I was in work on Friday until 4pm and there would be no one in the house till after 4:15pm.
I got an online help guy on Friday also who told me that Order Mgt wanted to speak to me directly to try and resolve my issue as at this point i am extremly unhappy. They called on Friday to re-arrnage and apt, and guess what... the systems are down... they cannot book and appt. The girl on the phone assured me someone would re-book on Monday and ring to let me know about an appt. She even went as far as to put a complaint in from ehr end as this service is awful, she looked at the notes and was shocked at the lenght of time it has taken to to get anything sorted.
As i was in a conference call in work this morning i was unable to take the call that came thought but had a listen to the voicemail left for me..... the issue has been passed around AGAIN to a different team as they still cant seem to book me an appointment, at least this time it has been stated that i need a PM appointment
This is extremely unhelpful and unacceptable and the service is awful. We have had to wait 5 weeks since initial contact with BT to try and get internet and we haven’t even got a phone line yet. Not only this but I have an extra £20-30 on my phone bill due to the fact I have to chase up after promised call backs.
As i work in the IT sector its important that i can keep up with my work which i currently cant do, if we ran our business like this we would have no customers left.
Im sorely dissapointed!!!!

Answer 1

Hi terri-ann,
If you mean can we speed things along any quicker I am afraid not
As the Infinity install needs an engineer to set everything up the time frame is really down to the availability of the engineers in your area.
I can keep an eye on the order for you though and make sure that everything goes according to plan if you would like?  Try the contact us form again and just make sure that all the fields are filled before submitting it.
Ta
Craig
BTCare Community Mod
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