My broadband order

Hello, let me try here, 
I ordered broadband a month ago, and from that time till now, the first order was not the correct one i ordered, they said well we will have to cancel that one and create a new one, new one did not go through, phoned up again, you have to wait until the 3rd and the new order will go through, 3rd came, no email, phoned up said that the first ordered was in the process of being cancelled, and the second order has not gone through. So we have been waiting for absolute nothing. Brilliant. Then they said ok we will get the sorted ONE AND FOR ALL, the magic words, I thought here we go.
Sorted it all out, you will get an email pretty quickly with the confirmation like we did the first time. Waited and guess what.......yes you guessed it nothing.
That then brings me here. Lets try here to get my broadband order sorted so if anyone here can help would be much appreciated.

this is a customer to customer self help forum
the only bt presence here are the forum moderators
they may be able to help you but you have to contact them by filling in this web form http://bt.custhelp.com/app/contact_email/c/4951

Similar Messages

  • Is there any way of cancelling a broadband order o...

    Is there any way of cancelling a broadband order on the grounds of unreasonable delay in fulfillment? I've moved house and office I was told that my phone number would be moved and my broadband set up within two weeks - that is, one week after moving. This was just about acceptable since moving is always chaotic and friends, clients and colleagues expect it. But I run my business from home and I have been told today (19 Jan) that I will have to wait another week.This is unacceptable to me if I can find an alernative supplier who will set me up within the next few days.

    Welcome to the BT Residential Customers forum
    As you are a business user, please could you post on the BT Business forum at http://business.forums.bt.com/
    Thanks
    For information, this may help regarding any claims.
    http://www2.bt.com/static/i/btretail/panretail/terms/bt1121.htm
    Bear in mind, its Openreach that do any provision works for all service providers, so cancelling and changing providers, would send you to the bottom of the queue.
    Broadband provision cannot take place until there is a working telephone line. Once that is in place, then there will be a delay until the broadband task can be completed, depending on how busy Openreach are.
    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.

  • Can't place a broadband order - phone line not rec...

    Hello,
    I had a new BT phone line installed on Monday October 1st. I want to place a broadband order with another ISP, yet over a week later I'm still not able to, due to the line not being recognised as a BT line.
    The ISP I have tried to place an order with have specifically told me the following:
    "I've checked the number and can confirm that BT have yet to update their database to show the line as active."
    All I want to do is get BT to update their database so that I can proceed to place a broadband order with this company. However, I am having a horrible time trying to convey this to anyone in a BT call centre. I've been put on hold for ages, passed around from department to department, told there are no faults on the line and that noone can help me, told that its not a BT line and that noone can help me (that was quite an amusing one!) and told it will be fixed in 48 hours.... which it wasn't.
    Does anyone know what I can do to get this resolved? I don't think I'm asking for much... all I'm after is the ability to place a broadband order on the new phone line I had installed over a week ago.
    Thanks,
    Andrew

    I think John has posted into the wrong thread.
    I think this is what he meant to say.
    If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
    They can be contacted using this link BT Care Team
    They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
    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.

  • My Broadband order has been cancelled 11 times so ...

    I am at the end of my tether with BT.
    Since the 11th of November I have been trying to migrate to BT Broadband -I am still trying.
    I have been fobbed off with so many excuses now I don't know what to do next.
    The lack of communication from a communications company is unbelievable.
    A Line Manager told me two days ago that it was not an issue any more and that my connection would be activated on Monday the 15th.He promised to phone me back yesterday -luckily I did not hold my breath waiting for his call.
    For over an hour this morning I have been trying to get answers as to why it seems his order (and order number 10 placed by Liam the night before) have been cancelled by BT but are still showing as being in progress on the website.
    Yet another order has been placed-will it be honoured?

    Hi coig,
    Thanks for your post and welcome to the forum!
    I'm sorry that you're having problems migrating your services over to us.  I'm happy to give you a hand from here and check what's causing the problem.
    Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.
    All the best,
    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’.

  • Broadband order cancellation.

    Hi,
    I was just wondering if any mods or users could help me cancel my broadband and talk order I have all of my details at hand but can't seem to find how to do it via my bt.
    Thanks in advance,Craig.
    Solved!
    Go to Solution.

    You can only cancel by phone
    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’

  • Bt Broadband Ordering Problems

    Sorry looks like this is put this in the wrong section.
    First time user my bad

    Hi Deanarcangel,
    We'll be happy to help you get this sorted, use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.
    Cheers
    Neil
    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 :-)
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • Help! 1 month since we ordered and no broadband!!

    I dont know if you can help,  i am completely frustrated with the service im getting from BT and have just sent a letter of complaint (or tried to) to the complaints dept but it keeps going round in circles and not sending the complaint so im going to paste what i typed here in the hope someone can help please!
    We attempted to place our BT broadband order on 11th March 2013 after having three attempts through Sky cancelled.
    The reason for the Sky cancellations was that the exchange would only allow a capped broadband through Sky (a restriction placed upon Sky by BT).
    This first order on 11th March 2013 was place online and due to a "glitch" was never fully completed and a second order was successfully created on the 12 March 2013.
    We received email confirmation (and have screen shots of this) with a broadband activation date of 19th March 2013.
    This activation date passed without broadband being activated.
    When we contacted BT we were informed we would have to cancel our existing order and place a new one.
     The cancellation was carried out on the 20th March 2012 by a customer services representative Debbie Hunter.
     At this time Debbie also issued us with a 30 day/66 hour BT openzone account and voucher (the activation date of the voucher was set at 3rd March 2013 -
    effectively only giving us 13 days of active time).
    Debbie also informed us that she would "fasttrack" our broadband order.
    This second order was placed on the system on 21st March 2013 with a broadband activation date of 25th March 2013
    (our home hub delivery was also also delayed to coincide with the new activation date).
    This second activation date also passed without our broadband being activated, however Royal Mail did deliver our home hub on the very day they were expected to.
    On 26th March 2013 we have repeatably contacted BT on the subject of our continued lack of broadband and have been informed once again that the only course
    of action available is to cancel and resubmit our broadband order as had been done previously.
    Considering that we have the same phone line and phone number as the previous occupants of the property (and have been told that they were BT customers)
    we are at a loss as to why our broadband connection is so difficult to achieve and have yet to be given a definitive answer from BT as to the problem.
    The reason for our concern at the continued delay of our broadband connection is that I am a software developer and am required to work from home as often
    as i am in the office.
    My work requires access to servers in various locations round the world through secure vpn.
    This is not practical or in many cases possible through the use of BT Openzone or mobile data, therefore the continued lack of broadband is beginning to
    affect my productivity at work. As of this point in time we have yet to be told why our broadband is continually failing to be connected,
    we have been told repeatedly the wrong things by your representatives and we are now looking at the prospect of another fortnight
    (as the 8th April 2013 has been quoted as our earliest estimated connection date) without broadband.
    This is unacceptable from a company that has the level of resources available that BT do and as it seems, from your restrictions place upon Sky,
    a holding monopoly on broadband access in our local area.
    What we require at this point is a definite, assured and quick activation date for our broadband as well as a form of compensation for the repeated ineptitude
     of your customer services representatives.
     I look forward to your speedy response with your assurances that this matter will be dealt with in a manner that is satisfactory to myself.
    Regards

    Can someone please help me, im asking on here out of desperation. I have been trying to send the mail below to someone in complaints online without any success as it just seems to go around in circles and not send it. Quite frankly I am at the end my tether....
    We attempted to place our BT broadband order on 11th March 2013 after having three attempts through Sky cancelled. The reason for the Sky cancellations was that the exchange would only allow a capped broadband through Sky (a restriction placed upon Sky by BT). This first order on 11th March 2013 was place online and due to a "glitch" was never fully completed and a second order was successfully created on the 12 March 2013. We received email confirmation (and have screen shots of this) with a broadband activation date of 19th March 2013.
    This activation date passed without broadband being activated. When we contacted BT we were informed we would have to cancel our existing order and place a new one. The cancellation was carried out on the 20th March 2012 by a customer services representative Debbie Hunter.  At this time Debbie also issued us with a 30 day/66 hour BT openzone account and voucher (the activation date of the voucher was set at 3rd March 2013 -effectively only giving us 13 days of active time). Debbie also informed us that she would "fasttrack" our broadband order. This second order was placed on the system on 21st March 2013 with a broadband activation date of 25th March 2013 (our home hub delivery was also also delayed to coincide with the new activation date).
    This second activation date also passed without our broadband being activated, however Royal Mail did deliver our home hub on the very day they were expected to. On 26th March 2013 we have repeatably contacted BT on the subject of our continued lack of broadband and have been informed once again that the only course of action available is to cancel and resubmit our broadband order as had been done previously.
    Considering that we have the same phone line and phone number as the previous occupants of the property (and have been told that they were BT customers) we are at a loss as to why our broadband connection is so difficult to achieve and have yet to be given a definitive answer from BT as to the problem.
    The reason for our concern at the continued delay of our broadband connection is that I am a software developer and am required to work from home as often as i am in the office. My work requires access to servers in various locations round the world through secure vpn.
    This is not practical or in many cases possible through the use of BT Openzone or mobile data, therefore the continued lack of broadband is beginning to affect my productivity at work. As of this point in time we have yet to be told why our broadband is continually failing to be connected, we have been told repeatedly the wrong things by your representatives and we are now looking at the prospect of another fortnight (as the 8th April 2013 has been quoted as our earliest estimated connection date) without broadband.
    This is unacceptable from a company that has the level of resources available that BT do and as it seems, from your restrictions place upon Sky, a holding monopoly on broadband access in our local area. What we require at this point is a definite, assured and quick activation date for our broadband as well as a form of compensation for the repeated ineptitude  of your customer services representatives. 
    I look forward to your speedy response with your assurances that this matter will be dealt with in a manner that is satisfactory to myself.

  • My Infinity Order Keeps Getting Cancelled! And Muc...

    Hi.
    Sorry, this is REALLY long, but I needed to document this somewhere.
    I own a house.
    I have two phone lines on my account.
    I pay the bills for both, but one is used exclusively by my lodger. He pays me for his calls, broadband, etc. For years this has worked well. Even if we have two lines of ADSL2+ at a whopping 1Mbps each! (I know, "WOW!")
    At last, at the end of June, BT Infinity 2 arrives on our estate. Testing indicates that we will get a serious 77Mbps down and about 15Mbps up.
    I do a little victory dance.
    Then, the pain starts. Courtesy of the BT Infinity team (I have been lead to believe).
    My lodger wants his own "private" Infinity line. I think this is rude as he does not want to share, but hey, if he pays for it, who am I to judge?
    I obtained two MAC keys from our current ISPs.
    Around the 10th of July, I ordered two BT Infinity 2 lines to be installed. All was well. Engineer was booked for the same day to install the wall-boxes, modems, etc. Booked for 26th May.
    I paid for a year's line rental on the line that I use, in advance, to save money.
    Later that week, I noticed one of my orders has disappeared. Hmm.
    I phoned the helpline. Got a really nice Indian lady. I asked her why the second Infinity line had not been installed.  She wanted to know what speed I was getting and could I please power-off the modem. Sadly, not good English. I apologised and said I had to go, and hung up. I phoned up again -
    *1. Was told that only one BT Infinity modem could be installed at a time as the engineer would not have time to install both - this is even though TWO install slots were booked.
    *.2 Later I got told that two Infinity lines could not be installed because the lines are on one account number.
    The MAC for my lodger's line was put into the system. ALL records of any orders whatsoever disappeared from the BT tracking service!
    I did however receive emails telling me of the install date, etc., of my lodger's line.
    Sporadically, I received emails asking telling me that they NEEDED my MAC in order to progress my order. What order? There was NOTHING on the BT site. No VOLs or order numbers that I had been given brought up any results. According to the Order Tracker, there were no orders, so I could not enter the second MAC.
    Stressful? (After ten years of truly awful download speeds - we've only had broadband of any sort for about three and a half years!) You had better believe I was stressed!!
    On the 23rd July, I get a letter through the post from BT, dated the 11th of July. It says that my transfer to another phone company would be completed on the 24th July and should I wish to cancel this, I needed to contact BT BEFORE the 20th of July!
    I panicked and phoned BT to stop the transfer. Whereupon the lady I spoke to said that she thought it rather strange that I had paid for a year's line rental then decided to move to another company. I later received welcome blurb from TalkTalk. TalkTalk? Grrrrrrr!
    The Hub3 turns up on the 24th July, for the lodger's line.
    The 26th, and the engineer turns up. Stuff installed. GREAT!!
    Network crashes a couple of days later, east of London into Essex. BT pretends that it was a "line fault".
    Also have had several modem crashes giving sub-1Mbps speeds.
    It is now Wednesday 8th of August (I think). I decide to try and get the second Infinity line installed as I am still stuck on 1Mbps ADSL.
    I go online to sign up.
    What? I find out that I'm being charged for phonecalls during the day?
    BT have cancelled my Anytime package on MY LINE on the 26th July without telling me and I have been running up call charges without knowing it!!
    It gets better: There is now no record that I ever paid them £120 for my year's line rental, and to really take the pi**, they have charged me in advance for the August line rental.
    I phone up to get things sorted regarding my year's payment, and to get my Anytime package put back on my account. Apparently this cannot be done BECAUSE THERE IS AN ORDER STILL WAITING TO BE ACTIONED ON MY ACCOUNT. Could this be the "cancelled" Infinity order? The system will not let anyone modify my account.
    I get passed from department to department. Here. India. Here. Infinity team, wherever they are? And back to here again.
    *3. The guy I finally spoke to confirmed that the reason I could not get Infinity on the second line was because the two phone lines were "linked" on the account. He said that he, "WOULD GET THE LINES SPLIT." That way the installation would go ahead. I was to call back after lunchtime on Friday all would be sorted.
    Friday 10th. 1pm. I went online to check progress on my account. Nothing obvious. It still shows Evening and Weekend calls. Tried to order Infinity again online. It would not let me do so.
    I then called BT. Guess what? It wasn't sorted. Yes, there was no record of any attempt to do so.
    I then phone up the number I was given by the "Account-Split-Guy" to try again to get Infinity installed. I get through to India. I have the wrong department. I get though to Tech Support in India. I have the wrong department. I got through to someone in the UK, but they could not help, so I got put through I think to the Infinity booking team in India. They said I needed to talk to someone else, and FINALLY I got to talk to a really nice lady in the UK who went out of her way to help.
    The nice lady in the UK asked what had happened. I told her. She tried to change my Anytime package, and it was blocked still.
    *4. She told me that according to their system, *"I ALREADY HAD INFINITY ON THE LINE I WAS TRYING TO INSTALL ON"*.
    I told her about all of the above.
    She said she would look into it and get back to me.
    After much messing about (hard work on her part!) she managed to get my Anytime package put back on my account. She said it would go live later that night. She tried to get an Infinity order processed, but she needed a MAC key. I gave her the one I had obtained when I originally placed the order, but it had expired!
    I then got onto my old ISP and by some miracle they managed to get me a new MAC in just over half an hour!
    I contacted the lady at BT who then got an order put through for BT Infinity. She did not need the MAC at the time, but was not allowed to place an order without one.
    Much thanking went on.
    Later Friday evening I went on the BT Order Tracking site to put in my MAC. It was not possible. It did say that the broadband order was "In progress", with an estimated Completion Date "Today." Even later Friday 10th of August, the broadband order is listed as "Completed." I try to enter my MAC again and I can't. I cannot book an engineer visit either.
    I am again worried.
    Saturday 11th, late in the evening, I phoned the Infinity install team, on the number I had been given, to give them my MAC. The lady in India could not understand what I was saying. I rang off apologising that I had the wrong number. Phoned again. India. Got a man on the phone to whom I explained that I wanted to give him my MAC key. He then asked me, "You have lost your MAC code?"
    After much explaining he understood what I was saying. I gave him the then current VOL order number, and he said that for an Infinity install, they "Did not need a MAC key."
    Fair enough. I thanked him, said goodbye and hung up.
    I kept checking over the weekend and the order remained up on the site.
    Monday 13th August. Morning. Logged onto BT site. My order was GONE from the Order Tracking page. Got an email and a phonecall from the lady at BT saying that she was still working on things. She had to take off the Anytime call package on my line, but leave it on the lodger's line for the time being. This "should" enable her to order Infinity on my line. I checked online later in the day, and there were order details there, but with a different order (VOL) number. It still shows that my broadband order completed on the 10th of August and my Evening and Weekend Package will complete on the 15th of August.
    I need to say: Apart from the lady mentioned above, who has been superb all along, everyone else so far, wherever they are based, have been *very* polite and helpful while on the phone, just pretty useless when it actually comes to sorting the problems out. There has also been a significant language barrier on some occasions.
    There were many more phonecalls on other occasions. More being passed from department to department, and more rubbish told to me than is listed above.
    Luckily for you, this is all I can remember.
    A new day has dawned. I still have a valid MAC, no Infinity, and no date for an engineer visit booked.
    I am not optimistic. :-(
    Solved!
    Go to Solution.

    Hi All.
    Today's update.
    According to the Order Tracker-
    Apparently, as of Friday the 10th of August, my BT Infinity 2 service installation was completed. Funny, I don't remember an OpenReach engineer breaking in and installing an Infinity wall-plate, and setting up my non-delivered and thus non-existent HH3!
    Also, about an hour ago from this post time, around 1600hrs on Wednesday the 15th of August, my "New" Evening and Weekend Calling Package went "Live". I believe I have had that package all along. One of my gripes was that I was taken off the Anytime Package.
    Hang on! What's this that came in the post earlier today? Dated the 10th of August - I am being informed that my "Unlimited Anytime Plan" is being set up. Cool! Ah, no completion date, but I was told over the phone, on the 10th, that it will have gone live by midnight of the 10th.
    So, have I got it, or not? Any of it?
    So. Still no second Infinity line.
    Yes I know, some of you poor buggers cannot even get Infinity, but thanks to my Lodger and the general incompetence of one BT department or another, neither can I!
    I am posting this over my trusty 1Mbps ADS2+ line, while trying to download a 3.2GB disc image from MS TechNET. Apparently, it is going to take me nearly 10 hours at the current speed. I have at least five more large images to download.
    Oh boy...

  • BT Infinity Order and INstallation Delay

    Here is my sad story of BT Infinity order.  For four weeks now I do not have any internet at home due to this problem with BT.  Original meant ot be installed on mar 27, but still no update luck.
    BT Order History:
    * MARCH 13, 2014 – Today ordered BT Infinity 2 package over the phone.  BT has informed that package installation date is 27 March 2014.  A BT’s technician will visit on MARCH 27, 2014 anytime from 1-6 PM.  I let SKY know to stop my broadband by MARCH 27, 2014.  SKY has said it will close the broadband on MARCH 29, 2014 and the connection will stop within the next 10 days.
    * MARCH 27, 2014 – Took a day off from work as the technician would visit.  Unfortunately no visit from BT technician.  No message from BT to inform me about this.  Called BT after 6PM and was told that there was a problem with my line which would be sorted on APRIL 1, 2014.
    * APRIL 1, 2014- Received an SMS from BT stating that BT would get in touch with me on 03/04/2014 and requested not to call them as BT would be unable to provide any update before that date.
    * APRIL 3, 2014 – No contact from BT as stated on the last SMS. I called BT and was told that I would get an update from the Engineer team on APRIL 5, 2014.  SKY broadband connection is now gone.  BT landline is now connected.
    * APRIL 5, 2014-Called BT.  Still no update.  More promises of calling me back and keeping me updated.
    * APRIL 7, 2014 – Called BT, no new update.  Sent a complain email to BT. 
    * APRIL 8, 2014 – BT replied to my complain email stating “there is a few issues with my connection at the local exchange….Someone from the Order Team will be in touch with you today anytime, until 8pm, to discuss this further and make a new appointment for you.”  No one from the Order team called me on that day.
    * APRIL 10, 2014 – Replied to BT’s email reply querying about the order and me not being happy.  There was a call from BT today on my mobile, but I was at work and did not take the call.  I called BT help and was told that BT left an SMS with the note that there are further delays till 15/04/2014.  I have not received any SMS, only the call.  Replied back to BT stating that I am not happy with the service.
    * APRIL 15, 2014 – Called BT. No update.  However I have been told to check back tomorrow as the engineers will leave a note by 8pm today.
    * APRIL 16, 2014 – Called BT to check if any update is available.  BT told me to that next update is on APRIL 17, 2014.  Requested BT to SMS or email me with an update.  Another promise made by BT.
    * APRIL 17, 2014 – Called BT helpdesk, not very happy today. I was informed that my broadband order needs to be cancelled by BT for whatever reason and the system is showing the order’s status ‘pending cancellation’.  The helpdesk person promised that I would be updated by email or sms by 18/04/2014.
    * APRIL 18, 2014 – No update from BT.  Sent a replied to BT’s last email requesting an alternate broadband connection in BT’s cost till the local exchange issue is resolved.
    * APRIL 19, 2014 – Talked to BT helpdesk (Sohail).  He checked the engineering team’s log and found that a next review date of 28 April 2014 is set for this order.  He confirmed that the issue with the local exchange has been resolved.  My order is in a ‘pending cancellation’ process. Ideally cancelling an order should not take that long.  According to Sohail, these are the things going to happen now:
    -    On Apr 22 current order will be cancelled.
    -    On Apr 23 new order will be made by BT.
    -    On Apr 23 BT will update me with new information, possibly new appointment date.
    According to Sohail, in the best case scenario this should be done by the end of April.
    * APR 23 2014 – called BT helpdesk.  Also received an email and sms from BT that there would be an update on 28/04/2014!  My guess (and hope) that the message is related to the original order.  Ideally this order should now be cancelled by BT.  Called BT Helpdesk - according to helpdesk, I will be informed about my order on 28/04/2014 from a Level 2 department (Not sure what that means though).

    * APR 24 2014 - Posted it to BT's forum moderator via NeilO's profile. 
    Recieved a phone call from "Susan". She is now taking the ownership of the issue. She is going to find out what is happening with the order. She is expecting to get back to me by today in 2-3 hours time. Recieved email from Susuan. The order will now be cenclled on 25/04/2014. Susan will create a new order and will try to expedite it.
    APR 25 2014 - Recieved an email from Susan. The current order may get cancelled by today. However it will not happen before 4PM today. Susan will create a new order on 28/04/2014. A definite date will be given on that day.
    APR 28 2014 - Update from Susan. She is still waiting for the broadband Order Management team to close off the order so that new order can be issued.
    Another update from Susan - The Openreach suppliers have raised a Bridge case to close the current order. Their target fix time is 05/05/2014. replied to Susan stating I am not happy with the progress and asked for alternative adsl broadband connection until BT fixes the issue.

  • BT Phone Line Order – 9 months of total failure – ...

     I've been trying to get a phone line and internet connection from BT installed into a London flat since the 07th of January 2012.
    This email/letter does not contain every contact with BT in the last 9 months – as I have not kept records of all the dozens and dozens and dozens of calls, texts, and emails but it is a good enough list to show the general theme of total failure from BT in all aspects of both technical and customer service.
    (I have re-written this and removed my 5 or so BT account numbers, the various fault numbers, the dozens of VOL numbers and removed any surnames of people in it in the hope that this will get posted.)
    07 Jan 2012
    Place first order for phone and internet. BT.com reference: <removed for forum post>.
    You can only do Mon to Fri installs. My next day available day off work is 19 Mar 2012 so the line engineer’s appointment is made. 8am to 1pm. I am self-employed and it is not easy to take time off work. In fact it costs me money every time I have to take time off work.
    19 Mar 2012
    The phone line engineer is late. Arrives after 1pm. He looks at job and says he can't do anything. It needs a new line installed even though there is already a line installed? New line involves a cherry picker and another visit by the line engineer. More time off work. New phone is line installed into flat.
    27th Mar 2012
    I am informed that the new phone line does not work. Order is cancelled? I get no details on what the problem is and why I can't get a line or what to do next. I have no phone at home so I’ve not tried to use the line; yet BT has already cancelled my Order.
    I called ‘BT help; somebody tells me the line is connected to the wrong exchange. I spend lots of time and many calls talking to people in India and I think other parts of the UK. People tell me they are going to call me back and don't. I tried to speak to supervisors in India but nobody returns calls. I’m getting nowhere for weeks and weeks. I give up; it all seems too hard…
    7th June, 2012:
    Over the internet I place a new order with BT for phone line and internet:
    Your order number is: <removed for forum post>. Phone number: <removed for forum post>
    6th July:
    BT infinity engineer appointment. 8am to 1pm. He is late. After 1pm. He arrives, looks at job and says he can't do anything. He says the phone line does not work.
    I inform him the order I placed with BT is for a phone line and internet. He says there is nothing he can do as he does not ‘do’ phone lines. Another day off work. Lost wages, lost time.
    No phone & no internet.
    Fault is raised:
    Date closed: 6 July 2012
    Fault/VOL number: VOL012-<removed for forum post>
    Open Product affected: Phone fault
    Telephone number: <removed for forum post>
    Lots of calls to BT. But getting nowhere at all. They tell me there is no fault on the line but will send an engineer that I might have to pay for.
    8th July:
    Phone line engineer arrives 8am to 1pm. He is on time. He informs me all the existing work is incorrect. They have connected all the equipment to the wrong exchange. It should be the Putney exchange but they have attempted to hook me into the Wandsworth exchange - which won't ever work. Still no phone & no internet. He raises a fault number: LS6 W80 <removed for forum post>
    10th July:
    9am call from Open Reach engineer. This is not a scheduled appointment. I've had no contact from BT. I am at work. He does not know the problem or the fault number. I give him the fault number and call him back 90 min later. He confirms that I have been connected to the incorrect exchange and cabinet? He can't do anything to fix the problem.
    I want somebody to call me with a solution.
    I don't want to talk with more people in India who can't help me or even understand the problem. How can this be such a failure?
    I use website to email in a letter with the entire listing of existing fault details/number, order numbers etc.
    Thank you for your enquiry. We will respond to your enquiry as soon as possible. Please make a note of your enquiry reference number and use it in further correspondence.
    Your enquiry reference number: 120710-<removed for forum post>"
    One of the issues I am finding is that BT does not link previous faults with new ones, or previous Orders with new ones, or previous Customer Numbers with new ones. Every time I speak to somebody they cannot find any details of the history of these problems so far. BT keep on cancelling my Orders and placing new ones; raising new faults etc. But nothing is linked and when I speak to people for help they can’t see any of the history of the line, faults, address, etc.
    19th July, 2012:
    I get an email from BT. They have cancelled their own Order again.
    Order cancelled. Your order number is: BTCAA6<removed for forum post>
    Dear Mr HUNTER, We confirm your broadband order's now cancelled.
    23rd July, 2012:
    Email from BT as they re-raise a new Order:
    Your order number is: VOL012-<removed for forum post>
    Check out your account and more about your service
    Phone line starts(SL-N)
    Phone number: <removed for forum post>
    24 Jul 2012 before midnight        
    Track your order - you'll need order number VOL012-<removed for forum post>.
    24 July, 2012:
    Email from BT as they re-raise a new Order:
    Good news Your order number is: VOL012-<removed for forum post>
    Dear Mr. HUNTER, Your phone service is ready for you.
    BUT IT IS STILL NOT WORKING..
    Sometime around this date BT Priority Help gets involved and lots more phone calls ensue.
    27th July, 2012:
    After I talk to priority help line and say please don’t waste our time anymore with line engineers that come around and say ‘we can’t do anything’.
    BT Priority Help book another engineer visit & we need more time off work again.
    The next line engineers visits and he says it is the same problem. He says he can’t do anything. He says it is connected to the wrong exchange. And leaves.
    He says his manager will call me. Fault Number: LS6 WPE <removed for forum post>
    28th July, 2012:
    Call from somebody from BT asking about my street address.
    They say the address might not be correct.
    29th July, 2012:
    Next day call from Franz’s, fault line engineer manager.
    He says:
    A new order is going in.
    Equipment might not be installed in correct place. Correct place should be CAB7 PCB 7 Putney.
    Some part of the equipment might still be pointing to Wandsworth.
    A new order to the exchange is being place to do it all again.
    The address BT has for this flat will not be the problem as it is a new line installed by BT.
    I need to wait till Tuesday and see if it works.
    A New Order is booked; again.
    Monday 30th July, 2012:
    I call the priority help line and COMPLAIN again that BT are getting nowhere.
    I explain that whatever you have been doing since MARCH 2012 to get this line working HAS NOT WORKED. I repeated what one line engineer told me that it might need to be connected to another exchange. Not WANDSWORTH & NOT PUTNEY but one called PUTNEY/CHISWICK???
    I explain to somebody from BT Priority Help Care the days and days and days I have lost trying to get a phone line and internet installed into this flat…
    I get a call back 30 min later.
    Lady on the phone tells me that all the previous 5 orders have been placed with Wandsworth phone numbers. She has created a new Order, Order number 6, and it is an Order with a PUTNEY EXCHANGE phone number because all the other orders have been for a mix of the wrong exchange and all have used WANDSWORTH EXCHANGE phone numbers – which would stop this working even if the line and equipment was connected to the correct PUTNEY exchange…
    1st Aug, 2012:
    Text message from BT saying they are having "systems issues trying to correct and update data in the background, and exchange problems".
    Monday 6th Aug, 2012:
    Voice mail from BT priority care team: Informed "Problems with Engineering and Exchange. They will call back on the 08th of Aug."
    14th Aug 201:
    Emails arriving saying that your new line is now working.
    But it is not.
    6pm - ish I am called from BT Sunderland priority help care. Lady does not know the details of the case. She tells me the line should now be working.
    I explain there isn’t a dial tone.
    She tells me there is an address problem. Probably.
    I explain the 8 months of issues I have been having.
    She tells me to not get upset. She doesn’t know anything about this case.
    She tells me “It can actually take up to 12 months to get a phone connected in London”.
    She tells me “that it can be very complex to get a phone connected”.
    She tells me there is a long winded email attached to my case. I tell her that the ‘long winded’ email she is reading was written by me in an attempt to show all the problems in the last 8 months IN ONE  PLACE – something BT seem incapable of doing.
    She tells me I have to wait 10 days until the address team finish their address checking.
    I explain to her that the line engineers have told me it is not an address problem.
    She tells me there is nothing she can do.
    28th Aug
    BT priority Care called me. Told me that they are still waiting for results from the Address Team.
    29th Aug
    BT priority Care called me.
    Told me that it is connected to the incorrect exchange now. Wandsworth… The same thing I was told last March.
    I got ‘annoyed’ and tried, again, to explain the entire story to the lady on the phone.
    She told me she cannot see any records of my orders back to January.
    She told me that she didn’t understand what the problem is, and that the records they have shown the line was working in Aug...
    I asked her to get her manager to call me.
    No manager called me; instead I get a call back from the same lady later in the day. She is trying to help but we are still getting nowhere. BT Priority Care are just trying to do the same things again, that have failed multiple times in the past. They have no solution because they do not know what the problem is?
    30th Aug 2012
    BT priority Care called me; lady might have been called Sharon? Another lady anyway.
    She tells me a new order is going to be placed to get the line connected back to Putney.
    I ask to speak to her manager. She says she will call me back.
    She calls me back and tells me that her manager Kelly W<removed for forum post> a BT Priority Care Manager Sunderland(maybe?) is going to call me before 6pm. This is the 3rd time I’ve asked to speak to a manager at BT Priority Care. Nobody calls me back.
    All I get from BT since March are people trying the same failed thing, again and again.
    Now they want to check with the address team. Again.
    Now 6 months later after getting it connected to the Putney exchange, they want to put it back to the Wandsworth exchange, where it was originally – and never worked? I question this decision? I ask why this is going to fix the problem if it is the opposite advice to what every line engineer (5 of them) has ever said. I get told that nobody can answer that question. 
    Friday 31/08/2012
    Another set of emails and text tell me I have a new line that is working.
    But of course it does not. The phone line is dead. No dial tone.
    Phone number is: <removed for forum post>
    VOL012-<removed for forum post>
    Monday 03/09/2012
    All the BT priority care line numbers with the PIN numbers I was given have stopped working.
    I can’t make a call to get through to the BT Priority Care Team anymore.
    So I phone the normal BT help number…
    An automated system tells my phone number is on exchange that is having a high level of faults for the last 2 hours and then it automatically disconnects my help call.
    I phone back again and I have to NOT give my phone number for about 4 levels of automated systems to get to speak to a person. This time get through to a person. In India.
    I ask for help trying to get put through to the Priority Help Care Centre in the UK. I am informed by somebody in India that all BT Priority Help Centres in the UK have been closed for good – since last Friday. I have to explain, again, the now nine months of trying to get a line connected – to the Indian help desk. I told to wait while she speaks to her supervisor.
    I get put through to a different BT Priority Help Centre in the UK. Not Sunderland.
    I speak to a man. He says he will email the Sunderland Help Centre and Kelly W<removed for forum post> and get somebody to phone me.
    I ask him for advice on what I should do to try to get a phone line connected – after 9 months of trying. He says he will try and escalate it but he does not want to step on other peoples toes?
    I ask him to CC in the CEO of BT to the email he is going to send to Kelly W<removed for forum post>. He thinks I am joking….
    It is Wednesday night of the 04th of September 2012
    Still no call back from Kelly or anybody from the Help care team. This is the 4th time I’ve requested a call back.
    And now my PIN numbers for the priority call number have been disabled so I can’t call them.
    Of course; why would you expect anything less?
    LETTERS OF LATE PAYMENT:
    In the last 6 months I’ve got multiple letters from BT telling me I am late in paying for my line service. I get ‘account overdue’ letters even though I prepaid the 12 months line service in advance for a line that has never worked.
    SADLY:
    There are phone lines in the flats below me, either side of me, and all down this entire street.
    There are phone lines all over London. There are phone lines all over the UK.
    But sadly not one that works in my flat. I’ve been without a phone or an internet connection since I moved in. 9 months ago.
    MARS:
    The Americans have flown a Mars Rover, which weighs a ton, from the Earth to Mars, landed it, and driven it around a bit – all on another planet - in the same time BT has failed to install a working phone line into a flat in central London? I wish it was this funny..
    GIVEN UP:
    So now I give up. My endless frustration at BT’s total lack of anything even close to coordinated fault tracking or anything like co-ordinated customer care service isn’t worth the time or stress any longer. 9 months of stress, lost wages while I’ve waited at home for engineers, and countless hours and hours of my time wasted on hold or speaking to people that can’t help.
    YOU SUCK:
    BT you are the total pits.
    I don’t think you could suck more.
    Some of my account numbers have been GB 1084 <removed for forum post>, GB 1099 <removed for forum post>, GB 1038 <removed for forum post>, GB 1105 <removed for forum post>
    Dozens of other reference numbers: <removed for forum post>

    Further onwards (actually downwards or backwards):
    I did respond (last week) to the request to contact the forum moderators directly and was told that that they could not help because this is now being referred to Ombudsman.
    Thanks for the offer of help anyway.
    Two days ago I did receive another letter from BT. Dated after I was told that I would never get another letter from BT asking for payment for something that was never done. "You will never get another bill". I get another bill.
    So more, painful, calls to BT in India. Have to explain the entire 9 month situation again. More wasted timed.
    Asked to wait while supervisor is contacted.
    Told she can't help but I should call this number: 0800 169 4109.
    Which I did. But of course that number requires a number and a pin. And they don't give you a pin number. So they have effectively just cut me off.
    So I have to start the entire 'call for help about this bill' processes again.
    (Don't forget I've been talking to BT now since January 2012. 9 months, coming up to 10 months and I still can't get a working phone line and I still can't stop getting bills for something that has never worked).
    Additioanlly on top of getting sent another late payment letter I’ve see no letter regarding the ‘Deadlock’ process between BT and I – as ‘promised’ by BT. I was told, verbally, the letter would go out last Monday. It is still not here. I want to know if the process has began. So I try to get help with that on BT Help Chat.
    My goal in the chat below was to:
    1. Get help with the Ombudsman process. I wanted to know why I had not received a letter from BT as I was told I was going to on the date I was expecting.
    2. Get a phone number to speak to somebody about the Ombudsman process that BT had started.
    3. Find out why I am still getting late payment changes for a line that has never worked  - in the 9 months since the initial line order was created.
    I was not given a number to call for help. Claire, the Help Chat lady, would not give me the number.
    I was told I was going to be 'called back,' which I was not happy with as I know from 9 months of past experiences with BT that I will not be called back.
    Sadly I was getting very frustrated by the end of the ‘Help Chat’. 9.5 months of tryign to get a phone line working in Central London has left me a little stressed...
    Please note that today is the day after the chat transcript below. While Claire was trying to be helpful:
    I was not called back. I received no help regarding getting details on what stage the Ombudsman process is at and what I have to do next.
    9.5 months now. No phone line. No solution. Lots and lost of endless frustration.
    Days and days and days of stress and my own time and hence money wasted.

  • Broadband activation passed (20 Jan 2014 ) still n...

    I decided to move from O2 to BT  on the 13/01/2014 and ordered both a bt line and broadband.I was given an activation date of 20/01/2014. Come the 20th both the phone line and broadband are not activated, I wait for bt to contact me as instructed via the BT website. I waited a few days and still nothing so I called in, I was then advised that there was a "Technical issue" and that my order would need to be cancelled and re-ordered and that my new activation would be on 24/01/2014. I waited patiently and come the 24th my phone line got activated however broadband didn't.
    At this point I was really getting annoyed and phoned up only to be told "Technical difficulty" and being promised by each different "advisor" I spoke to each day that my activation would be the following day. I was promised 26th,27th,28th and eventually on probably my 10th call in I get told my issue is being escualated to the Broadband order management team. I then get a call from them saying that will have to cancel and re order my broadband once again and that my broadband will be activaed on 31/01/2014 as they were going to tell the supplier to exipdite my order. Come the 31st still no activation, I call up one of the drones again and get told I promise you it will be working by 01/02/2014. The 1st comes and still no activation, I call up once more to then get informed that there is a "Routing Issue" and my new activation is the 06/02/2014 but he is expidting it so that i get activated on 04/02/2014 he also told me that he was handing my details to the "back office team" who will call me each day to inform me what was happening. No call nothing from them what so ever.
    So here I am on the 06/02/2014 a day after when my 4th or 5th? activation date was set and I still have no broadband.
    I can honestly say throughout my entire life that I have never dealt with such a useless customer service team.Its funny how when you call up to order you speak to a well informed person (UK based call centre) and that the minute the money is taken you get thrown to the wolves (No I am not racist). I have probably listened to at least 4-5 hours of Bach/Mozart whilst being on hold and can whistle the whole tune from memory.
    Loads of scripted answers are constantly used  and I get the impression that the so called "advisors" told to just make up any reasons they can on the spot to get a person off the phone to help boost their daily call count.
    Can any mods please help? I moved to BT as I was tempted by BT sport but if this is not recified in the next few days I will be cancelling, as you can see I have been more than patient. 
    Thanks

    Got a call from one of the admins on this forum on monday 10/02/2014 and was informed that I was connected to the wrong exchange and that work was being done on it and that he would call me today 12/02/2014 with an update. I have received no call today. Could someone from the admin team on here please contact me tommorow as it appears you are the only people on BT capable of giving me an actual update on my order as opposed to one of the indian scripts.
    I have now been a complete month without internet and I am fed up of being passed around all the indian call centres. Who begin each sentence with "I will resolve your issue today for you sir". 
    If I do not receive a call tommorow I will be leaving, I have given you a month and you still haven't connected me and I have been lied to on nearly every phone call.

  • Unacceptable delay in provision of BT broadband

    Warning, this is going to be a bit of a rant, but the whole story involves both BT phones and BT broadband.
    It all started with BT's Homemove facility. I have recently moved from North Wales to Northern Ireland. On 20th January whilst still living in North Wales, I invoked BT;s Homemove facility hoping for a smooth transfer of my phone service to Norther Ireland to line up with my move to a new build in Co. Fermanagh due to take place on 11th February. At the same time, I ordered BT Broadband to complete my communications package. I received the necessary order details on line the same day. Shortly after, I received a phone call from a presumably Openreach engineer asking for directions to my property which is in a very rural area. After giving him directions, he reported that he found the property and was going to do a "survey". I assumed that all was well. Not so.
    On the 11th February, now in residence in Northern Ireland, I received a text to the effect that the Openreach engineer, (or sub contractor) could not find my property that despite my previously giving them the actual pole number at the entrance to my driveway. That meant a delay for another appointment until 17th February. A sub contractor visited and connected up from the NTE5 to the pole, but wasn't able to actually connect to the network because his vehicle wasn't equipped with a lifting platform to enable him to connect from my pole to the actual DP. More delays. On 19th Feb, another sub contractor visited this time with a lifting platform and connected to the DP. However, he said he was only instructed to connect up and not to "prove the pairs". Result - still no dial tone.
    After jumping through numerous hoops and getting tangled with the various automated options, I managed to get someone to understand that I had been without service effectively since the 11th Feb. Result. A proper Openreach engineer visited on 22nd Feb. and spent a long time localising the fault which proved to be someway down the line from my property.
    During all this, I discovered that my broadband order had been cancelled. The customer service advisor I eventually spoke to tried to resurrect the order but without success so a new order was issued with a stated activation date of 17th March. Not exactly happy but I accepted the fact. Lo and behold, today , Monday 3rd March I was contacted to be advised that I would not have broadband until 25th APRIL. By this time I was naturally very angry and after much effort I managed to get to speak to someone whose accent I could understand and who advised me that the delay was because of further cabling work at the cabinet, presumably the one between me and the local exchange. What really annoys me is the lack of communication between BT Retail and BT Wholesale and also Openreach. I pose the question. Why wasn't the problem with exrtra cabling not picked up sooner, at the survey stage say?
    So at the moment I am without decent broadband service and writing this on a laptop with an "iffy" 3G moble dongle.
    Not a happy bunny at all, particularly as I am a BT Pensioner trying to be loyal to the company by applying for BT Broadband
    “Dogs come when they're called; cats take a message and get back to you later.”
    Mary Bly

    Have sent details to your e-mail account. In the meantime and on a seperate matter, I lost my phone service this morning .(05/03/14). Reported fault via mobile, then tracked it on line. Apparently fault is near or at my home, which coincidentally is the same fault that delayed provision of service for 2 weeks or so after I moved into my new home. Needless to say, I am not a happy bunny at all. particularly as I was a BT employee for some 35 years and am now one of BT's pensioners. It grieves me to say this, but I have lost all confidence in the company's ability to provide a decent telecomms service at least in my part of Northeren Ireland.
    Regards
    John
    “Dogs come when they're called; cats take a message and get back to you later.”
    Mary Bly

  • BT Broadband - or total lack of...

    I have moved home recently and had BB and Talk Option 3 package.  I moved to a new-build property on 20th Sept but ordered the 'move' way back at the end of August.
    I was informed that both telephone and BB would be activated on 30th September.  The phone was activated on 24th much to my surprise and delight however, it is now 12th Oct and I am STILL waiting for BB to be activated.
    I wasn't advised that the first activation had failed and therefore, when I did phone to find out what was happening I was told I had to cancel the previous order and phone back the following day to re-order - another 7day turnaround.
    Because I cannot track the order online as hey 'I have no Broadband/internet connection!' I was telephoning the 'customer service' line getting different people/stories/promises each time I phoned.  The last time I phoned I was advised in no uncertain terms to 'not keep phoning because, well just don't...! We'll call you...' 
    I am totally and utterly disgusted by the so called service I have received, the attitude of some of the call-centre staff (I am in CS myself and would get severely reprimanded for dealing with my clients in this way) and the total disregard for the fact that BT BB are in breach of contract.
    I am now sitting here with a 'dongle' at great cost (NOT a BT one I can assure you) in order that I can track my order, my son can revise for very important tests/exams etc during the school holidays (Scotland) and that I can send/receive important emails to do with health matters and work...
    Get a grip or at least, get off the monopoly so that other firms can provide the service that you don't appear to be able to...

    Hi K4ffy,
    I can check what's causing the delay with the broadband order and see what we can do to help, would you be able to email me your forum username and account number (or order number) to the email address registered on my profile?
    Thanks,
    Stephanie
    Stephanie
    BTCare Community Manager
    If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post. If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • End of my Tether with Broadband fault at the excha...

    Evening All,
    I've reached the end of the line it seems with BT technical support and Im now heading for a deadlock situation. Heres a bit of background from the past 7 weeks or so to try and outline the problem I've got, whether it inspires any suggestions from the community as to how to proceed or potentially makes others aware of the tragic failings of this massive organisation in the semi rural areas across the country.
    Had a new line installed as part of home move order which was placed 3 weeks in advance of our move. The engineer attended on the 31st July 2013 to install our phone line. We had a new line from the telegraph pole in the street wired directly to a newly installed socket in our living room. This is the only socket in the house. Unfortunately, the phone line did not work for calls, and I had to raise a fault with BT immediately. By the 5th August we had a working phoneline after finding several faults on what was a newly installed and tested line. Good work engineer #1. I then phoned BT back to say I wanted the broadband component of the homemove order fulfilling. I was told that I would need to phone again to get this once the phone line was installed as they couldnt raise the broadband order against a line which didnt yet exist. I found this slightly frustrating but liveable as I was told it would only be 48 hours from placing the order to having the service activated.
    I phoned BT again on the 9th because my broadband had still not been activated. I was told the order had an error and had not been placed. My order was then expedited and filled on the 10th to activate my services. By this point I thought “great” as it seemed the ordeal was over.
    Once the connection was enabled, I noticed the speed was very slow to use. My homehub indicated a sync speed to the exchange of 8mbit downstream and 0.45mbit upstream. After the first 3 days had passed and the line training should have been complete I ran the BT wholesale speed test to reveal my line had a 2mbit profile assigned to it. I phoned BT again who informed me of the problem and offered to reset the IP profile which would then lead up to the full line potential within another few days. For a period of 3-4 days this produced results at a maximum of about 6.5mbit, even though my sync speed to the exchange still showed 8mbit downstream. At this point it seemed to be resolved as much as it would so I considered closing the fault out. The same evening I noticed the speeds started degrading, to the point where the connection was completely unusable (a few kbit). I could not even ping a basic site.
    I phoned BT again and they offered to send an engineer once I had convinced them of my competence to plug a router, microfilter and phone into the only socket in the house. The engineer turned up, completed the checks within the property and found the line to be fine in terms of noise/gain/etc etc. He surmised that the problem was within the exchange and bounced the issue back to wholesale. I was not informed of the results and BT helpfully offered to close out the fault because no fault was found. This is even though my connection was still fully useless.
    I then phoned BT several more times going through the same infuriating conversations. Another engineer was produced. He did the same again.
    We then repeat this same process a few more times. Sometimes the connection worked between engineer visits, sometimes it did not. However the same fault emerges over the course of a couple of days and we start the loop again.
    I am now in the lap of the UK based resolutions team in Newcastle. However, they are not getting anywhere with BT wholesale who are still not recognising and resolving the exchange based fault. The really frustrating thing is that this is not just affecting myself. There are at least 7 other customers in the same exchange complaining of the same fault. BT have not recognised these may all be related and have been sending engineers out the tackle the individual problems of us incompetent customers setting up our routers incorrectly. However this is now turning out not to be the problem, and it is in fact the exchange. But BT broadband aren't getting anywhere with wholesale who seem to be refusing/unwilling/incapable to accept that the fault is within the network.
    I am 7 weeks into this fault and hence heading for the stage where I will be requesting a deadlock letter from BT to take to the ombudsman. I have no ADSL alternatives at the exchange, being in a semi-rural area and BT is the only supplier in the area. Basically, I can either stick with BT on a connection which works intermittently and occasionally, or look at a more expensive laggy satellite system. However, this seems a tad unfair as I have plenty of neighbours enjoying the 8mbit max speeds in the area. Also, the exchange is under consideration for fibre upgrade so others in the area will be enjoying even more modern age tech, the unlucky few will still be getting ignored by BT as it suppose its difficult to fix all of the problems so if a few customers are left out, who cares?
    I have requested multiple times that someone pick up this issue and own it to resolution because we, the BT customers, are paying for the incompetence of the whole organisation to resolve faults in a fair and reasonable time scale in a number of engineer visits befitting the problem. This seems to be falling in deaf ears. I have requested multiple times that the issue be escalated to avoid going round the same loop. That seems to fall of deaf ears also. The same team of BT resolution personnel are bouncing the same issue round and round to try and stop the issue escalating. One person told me the issue would be passed onto the tier 2 manager but that was a week ago and I've since heard nothing more.
    I've guestimated that I've had at least 7 engineer visits to either the property or exchange on behalf of my fault. I know of 7 other people in the same boat (I know this because our local post office has a list of known broadband “problem” customers) who will have arguable had a similar number of engineer visits over the course of their faults or complaints. So I would round up to 50 visits to the one fault which hasn't fixed it. Thats at least £5000 wasted, going on BT's charge to customers for a wasted engineer visit at £99.
    I feel its a very sad situation that the small percentage of “difficult” problems such as mine are being kept under wraps in order to conceal the multiple failings of this thoroughly salami sliced organisation which Im sure presented plenty of opportunities for statistics to become lost. Not to mention glorious overheads of multiple engineer visits.
    So there it is, I have 7 days before the 8 weeks are up and I involve the ombudsman. I have got no where with BT on any front and my fault is still being thoroughly contained by the faults team as they are completely unwilling to raise a serious complaint about the handling of the case while the faults is still existing. A very clever trick which I presume waits for the satisfied customer to develop before receiving feedback on their wonderful experience.
    So if anyone reading this happens to be a BT employee/share holder/director feel free to offer up suggestions on how to progress this anywhere. And anyone else reading this – if there is any alternative provider for services in your area, I would use them. BT will not help.
    Apologies for the increasing sarcastic tone but reliving the situation in word form is even more laughable as a state in the year 2013. I had broadband 10 years ago that was faster and more stable.
    Kind regards
    Matt
    Kirkby-in-Furness
    PS - had to connect to an adjacent neighbours bt hotspot as a guest to post this!  Took more than 1 hours to load the community.bt.com page

    I have asked a moderator to provide assistance, they will post an invite on this thread.
    Once you get a reply, if you click on their name, you will see a screen like this. Click on the link as shown below.
    Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
    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.

  • Activation date passed, still no broadband...

    Hi
    I've been patiently waiting for over a month for my installation of BT Total Broadband & Calls Option 3 in my new property. My Activation date came (Thurs 24th March) and I hadn't heard anything by 1.30pm despite my engineer visit being scheduled between 8am and 1pm that day. I rang BT Customer Services and was lucky enough to get somebody in the UK who told me an engineer was working at the exchange as we speak, great...
    At around 6pm I plugged in my router which had arrived that day only to find my Broadband light was off. So I waited until after midnight as instructed but the Broadband light was still off this morning after a reboot. I rang Customer services again but this time was put through to what I assume was an Indian call centre. They were very polite but I was on the phone for over an hour, being put on hold for 10 minutes+ several times. After an hour of waiting they told me an engineer was on his way today which I was unaware of as my activation date was yesterday. I cannot understand why it took an hour to find out that an engineer was already on his way. I had specifically taken a day off work for the engineer visit yesterday only to find that they were coming today. Right after speaking to Customer Services an Openreach engineer rang to say he was on his way and would be 10 minutes, luckily my girlfriend was available to let him in and he carried out the work.
    I was happy again and thought BT had almost redeemed themselves until I got a call from BT half an hour after the engineer visit saying the telephone line had been activated but there had been a delay with the Broadband and a review was scheduled for the 29th March!
    I am absolutely appalled at BT's exceptionally poor 'Customer Service' and am seeking advice on whether I can cancel my broadband order now seeing as it has not actually been activated yet and in my view they have breached their own terms in the contract? I would like to keep the landline but order broadband from a different provider. Having researched this issue on the internet I have found this happens to a vast majority of people, what are BT playing at?! If BT are messing me around like this before my service has even started then I dread to think what lies ahead.
    Any help or advice would be greatly appreciated as I am in desperate need of a broadband connection in the new property. Am I entitled to any compensation for wasting a holiday day and giving me constant false promises, and how would I go about claiming this?
    Thanks

    Hi remondo,
    Welcome to the forum.
    If you click on my username and look under "about me" in my profile page you'll be able to get our "Contact Us" form and send us an email so we can see how can help here.
    Thanks,
    Stephanie
    Stephanie
    BTCare Community Manager
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