New customer - major installation delay - do I bot...

Hi!!
Realllyyyy not happy! Wanted to move my custom to BT but not sure if I will bother now!
Submitted an order for telephone and Infinity broadband on Saturday and in my initial information, I was informed that the router etc. would be delivered next Monday.  I thought 'okay, small delay but no worries'!
I then get an email this evening informing us that our activation date will be on the 5th December 2012?!!! What?!!!!!
I really need an internet connection for work purposes, etc. so I called up to speak to someone to hopefully get this rectified - I thought surely this can't be right?! So the first person I spoke to ("John") I found extremely rude and patronizing and had an attitude of 'well thats it, tough, it would be the same wherever you went'! I got rather irate and asked if I could be put through to someone who would treat me in a manner which wasn't as though I was someone very small and insignificant.  I asked why there is not something on their website explaining that there is an extensive delay on activations on the BT website (you know, something like some companies have on there when there is disruption to deliveries due to bad weather or something) and he said that he did not know whether there was.  I assured him that there is not and said surely he knows the content of the website of the company for whom he works and he said 'no'.  John said that the activation date couldn't be changed and he would speak to someone about us having Wifi through the Openzone until connection. 
Was put through to someone who was most unhelpful.  When I asked what on earth all this meant he asked if his colleague had not explained and I said that they hadn't - he said this was 'most unusual'.  He tried to go through something with me but I could not find a connection for BT Openzone so he has given me another number to call.  Having looked into the BT Openzone thing, I suspect it is because there is not a strong enough connection nearby.  We are wanting to join BT as we are moving home so I typed in our new postcode as well which appears to be even worse so the BT Openzone access is going to be next to useless!!  I then asked to be put back through to the cancellations department.
I spoke to someone called 'Charlotte' who was very helpful - unlike her colleagues - and I explained my frustrations.  As a new customer, this is not a very good start! Charlotte admitted that there have been problems since the summer and whilst new engineers have been hired to help clear the backlog but they have only just gone into training! As we were talking, she realised that new customers coming to BT in the next couple of weeks would probably not get an activation date until after Christmas! Charlotte thought it would be a very good idea to have something on the BT website and admitted that a number of customers have already been lost.
So, my question is what is going to be done to help me or should I take my custom elsewhere?! Not impressed at all!!!!

tinsel84 wrote:
Hi Keith,
I think we will be in a 3G area but looking at the internet on my phone is not the same as being able to use it on an iPad or laptop ( Especially when trying to research things!
I actually use a Zoom 3G wifi unit, which allows you to plug in a standard 3G dongle, and it then creates is own wifi network, so that many computers can connect, including your Ipad.
Zoom 4506
I have two 3G dongles, one for BT mobile broadband, and one for the 3 mobile network, which has much better 3G coverage, and allows you to topup for just a day if you need it.
Very useful when away from home, of if you lose your Internet connection
Anyway, its just a thought, while you wait your turn.
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.

Similar Messages

  • New customer - major disappointment

    Hi everyone!
    I switched to BT Infinity as soon as it was available and chose the Infinity 2 totally unlimited option as my two teenage sons ( and their girlfirends) spend an inordinate amount of time playing on-line games and streaming anime movies.
    I have a host of problems and would really appreciate some help and guidance in my attempt to resolve them.
    When the line was upgraded, a contractor fitted the mk2 faceplate to existing entry box and then ran a wire to the lounge and fitted an extension box there where the HH5 plugs into.
    The faceplate is hanging off and I can see the wiring behind it.
    I questioned the contractor and he said that he had to work with the equipment that BT supplied but that it was safe.
    Whenever the phone rings, the broadband disconnects.
    Although we were told by BT to expect somewhere around 60mbps download and 15mbps upload we actually get 43mbps download and around 7mbps upload. (as measured using BT wholesale speed checker)
    What I'm hoping for is someone to kindly guide me through the stages of contacting BT and what to ask for to get the best service from them.
    I've added this information below as I've seen it requested in other threads.
    Thanks in advance!
    1. Product name:
    BT Home Hub
    2. Serial number:
    +068343+NQ41633086
    3. Firmware version:
    Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 12/07/14
    4. Board version:
    BT Hub 5A
    5. VDSL uptime:
    0 days, 10:28:52
    6. Data rate:
    6096 / 45731
    7. Maximum data rate:
    7196 / 49515
    8. Noise margin:
    7.9 / 5.9
    9. Line attenuation:
    0.0 / 20.8
    10. Signal attenuation:
    0.0 / 18.8
    11. Data sent/received:
    3.5 GB / 2.0 GB
    12. Broadband username:
    [email protected]

    BT BROADBAND AVAILABILITY CHECKER
    Telephone Number             on Exchange THRAPSTON is served by Cabinet 6
    Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date  High Low High Low    
    FTTC Range A (Clean)
    65
    47.8
    19.2
    12.7
    Available
    FTTC Range B (Impacted)
    55
    31.2
    19.2
    8.7
    Available
    ADSL Max
    Up to 8
    7 to 8
    Available
    Fixed Rate
    2
    Available
    Other Offerings
    Fibre Multicast
    31-Oct-14

  • £130 new customer installation fee???

    I have just signed up for bt infinity option 1 and was given a start date of 27th August, my new phone line worked fine but i couldn't connect to the internet, the next day i completed all the troubleshooting but still with no joy so i decided to phone the help line, after they did all the line checks they then told me an engineer will need to visit the house to fix the issue.
    so i am a new customer and i am going without internet for 6 days because an engineer failed to install it properly. My wife phoned bt this morning and she has just been told we will be charged £130 for the engineer to visit.
    what the hell is going on, this is ridiculous as i have already paid £30 installation fee.
    please help!!

    You don't have to install a new splitter faceplate (though it is probably the better solution), you can just use micro-filters in the same way as for ADSL broadband. They should have sent some micro-filters with the HomeHub. The HomeHub set up guide covers this. You only need to use one or the other.
    If the engineer does visit then I think he will normally install a BT Openreach NTE5a master socket and BT Openreach MK2 interstitial plate if not already present. You can find them on Amazon if you want to see what they look like. In this case the micro-filters are no longer required with the HomeHub connected directly to the broadband master socket.

  • Signification Line Installation Delays and appalli...

    We are moving home on 3rd October but as we run our business from home as well we have been trying to relocate both our home line and business line to our new address.
    On 10th September we rang the business move team to arrange the move of our business line that has the broadband on. This is the most critical aspect to us. On the phone, everything seemed fine - was verbally told it could take up to 4 weeks. At the time we were 3 weeks away from moving so this didn't seem too bad. On 12th September we were then given an installation date of 29th October, an incredible 7 weeks after my call! I immediately rang up to complain and was told that a request would be put in to have the date brought forward. I was told I would be contacted by 12 noon the following day - this came and went. I received a call at 3.30pm and was informed that they were still waiting for a response and I would receive a call definitely by 6pm. Again this came and went. I eventually received a call back on the 18th.
    In the meantime, on Tues 11th September we rang the residential home move team to arrange for the home phone line to be moved. There is an existing TalkTalk line in the place we are moving to so presumed there would be no issues. On the phone, everything seemed fine. The following day, I was phoned to say that the connection would not be free and we would have to pay £130. At this point, we had now been given the ridiculous installation date for the business line and broadband. I therefore said that we would have to wait as we were having problems in relation to the business line and I suspected we might have to add the broadband to the residential line to continue operating our business. At this stage, there was no mention of engineers having to visit to install the residential line.
    On 13th September I rang BT regarding the residential line and was told that the order was cancelled due to an OpenReach failure (?) and that I would have to wait 24hrs for the system to be updated before I could place a new order. Again, there was no mention of an engineer having to visit to install the residential line. So I waited and kept checking my online account for any progress. There wasn't any. 
    I rang back Saturday 15th Sept and was told that the order was going through as cancelled and the lady was ensuring it was actioned by a "back office team". I explained that we now needed to add the broadband to the residential line due to installation delays with the business line. When I asked if having two orders open at the same time (one for business and one for residential) could be causing a problem, the lady agreed. I therefore said that I would cancel the business order, have the broadband added to the residential line and then have the business phone line installed when this was sorted out. I was told to ring back Monday 17th Sept to place the new order. Again, there was no mention of needing an engineer visit for the residential line.
    I dutifully rang back on the Monday and was then told to wait another 24hrs! I immediately refused and said this wasn't acceptable as I had already been told this twice. I asked to speak to a manager/supervisor but he said he would try to sort it out. I was placed on hold for over 10 minutes and was on the phone for 33 minutes in total but no resolution. I asked that someone call me back as I wasn't prepared to stay on hold any longer.
    I then received a call back. I placed a new order for the residential phone line move adding on the broadband. Again, there was no mention of an engineer needing to visit and everything seemed ok for the 3rd October. I therefore rang the Business team and cancelled my order for the business phone line move and broadband the same day (17th September). It is then the following day after this that I receive my call back from my Business Move 'Service Manager' saying it is noted that I cancelled my order and they're very sorry that they couldn't get a sooner installation date although this 'Service Manager' hadn't even bothered to ring me back when he said he would.
    On the 20th September, I checked my online account as I had not received an order email as I had when I first placed the residential move order. To my astonishment it said that my order would complete on the 9th November as an engineer visit was required. I immediately rang BT to complain. I was informed that my order was only placed that morning (how can that be when I rang 3 days earlier?). I explained the whole situation again to the operator who eventually deliberately hung up the phone on me! I immediately rang back to speak to the Complaints Team and was told there isn't one and a manager would have to ring me back within 4 hours. I received the call and explained everything all over again. I was told that all they could do was put in a request for a sooner engineer visit and that they would call me back.
    It's no surprise that I received that call today to say that there are no sooner dates although they would try in a couple of days.
    I find it incredible that BT think it is acceptable to treat their customers like this. It took 9 days from me placing my residential order to receiving a residential engineer date thereby extending my installation considerably to the 9th November. Having given up a business installation date of the 29th October, this is a very bitter pill to swallow. I have still not received a satisfactory explanation as to why an engineer visit is needed to a property with an existing TalkTalk phone line. The effects on our business are immeasurable. In this day and age who can run their business with these sort of lead times? Could BT? Even waiting this long for a home phone line is crazy - we therefore have to wait until after 9th November to have Sky installed at the new property.
    Ringing BT has been an absolute disaster - they have no idea what customer service means. The lack of an independent complaints team really does say it all about the value that they place on it.

    Hi andyroo13,
    The installation/activation of the line is done by Openreach and not BT Retail ( a communication provider/ISP).
    Openreach have had a backlog of work due to bad weather conditions over the last few months, this has caused installation and repairs to take much longer than normal to complete. There may also be other reasons as to why it has taken so long, eg technical problems.
    Openreach is part of the BTplc group but run under their own policies and protocols under OFCOM rules to prevent BT Retail (a communication provider/ISP) from getting any priority over other communication provider/ISP.
    The UK's telecommunication lines are maintained, installed and fixed by Openreach for all communication provider/ISP.
    This link explains who Openreach are in more detail: http://www.expect.openreach.co.uk/faqs/
    You can contact the BT Care Team by clicking on the link below.
    Contact BT Care Team
    The BT Care Team are a BT UK Based specialist team who have a good reputation for solving customer problems.
    Once contacting them they will reply either by phone or email within 3 working days, however you will be given a tracking number immediately after sending the request. Please take note of this.
    Hope that helps,
    Cheers 
    jac_95 | BT.com Help Site | BT Service Status
    Someone Solved Your Question?
    Please let other members know by clicking on ’Mark as Accepted Solution’
    Try a Search
    See if someone in the community had the same problem and how they got it resolved.

  • New 3dsxl Majora's Mask Edition

    When will my new 3dsxl majoras mask edition ship? The order status is currently PREPARING ORDER and has been for a couple of days. All of the other sites that sold preorders have already shipped theirs.

    I'm in the same boat. Best Buy took the money out of my account three or four days ago and updated to "shipping soon". People who ordered from other retailers have had their items ship and in some cases already received them, while we're told absolutely nothing. Heck, some places like Target and GameStop re-opened orders on Friday (the release date) and people have already had those ship. I would have considered ordering one of those, but of course Best Buy has already taken my money and won't allow me to cancel the order.
    When the Limited Edition bundle of the game with the statue was announced, I was hoping to preorder from Best Buy because their customer service has always been top-notch for me, and with GCU, their pricing is the best. With this experience, after the number of cancellations, the delayed shipping, and no communication to know what the reason is or if it will be shipped at all, I will definitely reconsider preordering from Best Buy again in the future.

  • New Customer - Have had MISERABLE experience with Verizon service and Customer service

    I am a brand new customer of Verizon Fios and so far I have zero good things to say about it.  If it wasn't for the aggrevation of switching cable companies, I most definitely would go back to Comcast.
    I moved into a new home in the middle of April.  The previous owner had Verizon Fios in this house, so there was minimal installation that had to be done when I initially set up my cable.  My house was pretty much empty at the time, so we had the TV's set up where we had a place to put it (upstairs, kitchen, and living room).  We recently bought bedroom furniture, so we could now move the TV to where we initially wanted it, in our bedroom.  However when we tried to hook it up to an outlet, no picture came though.  This is when my awful experience with verizon customer service (or lack there of) began.
    I took time out of my work day to call Verizon about this problem.  I was on hold for about 30 mins until I actually heard a human's voice.  He was unable to help me since I was not at home to unplug and plug things back in. 
    I called again when I was home, this time I was on hold for about 20 mins (wow)... the first person could not help me, so she transferred me to another department... put on hold for 35 mins.... this perosn couldnt help me either and they transferred me back to the SAME DEPARTMENT I WAS INITIALLY TRANSFERRED FROM.... put on hold for about 45 mins... finally i speak with someone that knows what they are talking about.  Of course I have to go through all the same steps that I did the first time which did not work.  As this person decides I need a technician, he begins to look up available dates... and then after an hour and 35 mins on the phone, it gets disconnected!  I wait for 5 minutes to get a call back but I get NOTHING.  I spent now 2 hours trying to deal with this and verizon doesnt even call me back when its their phone that gets disconnected? Thats terrible.
    I call back after 10 mins and am put on hold right away (obviously).... after 25 mins of being on hold, shocker - the call is disconnected again.
    That was enough for one day
    I call back again the next day... same old thing... put on hold for 30 mins, talk to one person who cant help me, transferred to another department and put on hold for 20 more mins.
    Finally with the tech department who says they are going to schedule a tech to come out to fix the problem but also mentioned they are going to charge me $55 for this! Are you kidding me?????? Verizon wastes about 4 hours of my life and busy day and then has the nerve to say they are going to charge me for it? I asked the person several times if I could speak with a manager or supervisor, they never let me.  I asked multiple times and she just said that they wouldnt be able to help me and that the charge would stick.
    I can't imagine that anyone would treat a brand new customer like this.  I will not recommend Verizon to any one until I see some kind of help or REAL customer service from them.

    I did call them this morning, and still on the phone.
    I will say this - the reps are very friendly and do try to help in earnest.  That's been my experience overall with Verizon.  So in terms of the actual people, I give them an A+.
    In terms of their system and how they process things, they get a big fat F.   The very idea that I sent back a phone with accessories and their warehouse only registered the return of the phone pretty much says that there is something fishy going on there at the warehouse.   And it took an hour to sort this out so far and counting.
    The thing that bugs me about Verizon is how complicated it is to get everything straightened out.  
    Right now, they are trying to sort out the activation fee - I already have been charged one and now they are trying to figure out if i have to pay another one.   Another 15 minutes just on that.
    Everything has been resolved.   Thankfully, Verizon's saving grace is that their reps are nice people.

  • New Customer: What is better deal, 3g or 3gs?

    Hey everyone,
    I'm a new customer and am planning on getting an iphone. Since majority of you have experience with both phones, I was hoping you could shed some light on what deal you think is best.
    For $199, I would love to get the 16g 3gs because it has everything i could possibly need and more, but i am concerned there are a few major quirks that need to be worked out since it is apple's newest phone. My biggest concerns are the signal strength, scratchable screen, battery life, and internet download speeds.
    For $99, the 8g 3g is still probably enough, but i would not have the peace of mind knowing i have the latest and greatest. On the otherhand, I would not have to worry about all the concerns I'd have with the 3gs because the 3g has been around for a while and im sure all its problems have been worked out.
    What do you guys think, is the 3gs the better deal and should I be concerned about what I mentioned above?
    Thanks

    iPhone 3GS FTW!
    Specs that you should know why 3GS >>> 3G
    CPU
    3G: 620 MHz underclocked to 412 MHz, PowerVR MBX Lite 3D GPU
    3GS: ARM Cortex-A8 833 MHz underclocked to 600 MHz, PowerVR SGX GPU (Equivalent to 1.2 GHz ARM 11, VERY SNAPPY INTERFACE)
    RAM
    3G: 128 MB (Apps and Safari often crash due to limited memory)
    3GS: 256 MB
    *VOICE CONTROL*
    3G: Not integrated into the system, only supported by 3rd party apps and most of them require Internet access for audio post processing and recognition.
    3GS: Integrated voice recognition system.
    *DIGITAL COMPASS*
    3G: NONE (Augmented Reality Browser cannot be supported)
    3GS: YES (Augmented Reality Browser can be supported, able to rotate Google Map to the direction you are facing without moving an inch)
    *BROWSER SPEED*
    Please click on the link below to check the comparison among iPhone 3G, 3GS, Palm Pre and G1
    http://www.tuaw.com/2009/06/25/speed-test-comparing-iphone-3g-3g-s-and-palm-pre- has-surprisin?icid=spherecnninlinetech
    CAMERA
    3G: 2 Mpix without video recording (Jailbroken one can only do 15 fps, weak!)
    3GS: 3 Mpix with video recording (Video is QVGA = 640 X 480 @ 30FPS) Excellent White Balancing!!!
    *In Conclusion*
    iPhone 3GS provides a better value even compare to Palm Pre, 3G, G1, and even Nokia N97 (Base on CPU specs and actual performance)
    Message was edited by: squarejp
    Message was edited by: squarejp

  • Adding packages to custom Jumpstart installation

    Hi,
    I'm trying to add some new packages from the EA distribution to my custom Jumpstart installation. I've included said packages in the Jumpstart profile copied them into the install server "Product" directory (where all the other OS packages are located), updated .order and created appropriate entries for each new package in .packagetoc.
    This worked fine for DiskSuite (the SUNWmdr, SUNWmdu etc. packages now install along with the SUNWCreq cluster during the initial Jumpstart) but the SunScreen packages create a "WARNING: Unknown package" error.
    What have I forgotten?
    Thanks,
    Mike

    Diskette is uncommon to use.
    Generally you configure custom jumpstart with the rules file and sysidcfg files on the jumpstart server.
    When you run add_install_client, you may need to refer to the directory that contains the rules file and the sysidcfg file.
    Darren

  • Where is my tablet/new customer woes

    Ok, so I decided to leave T-Mobile to join Verizon for the better coverage and phone options. What a mistake that was. I placed an order online for a phone and tablet with overnight shipping on Friday the 13th. This process seemed easy enough and I entered my T-Mobile number to be ported. Monday rolls around and still no phone or tracking number. I try the chat support since I am a busy guy and do not have time during the day to call in. I find that I am forced to call in to deal with my internet order. I spend a little over an hour on the phone while I am at work to find out my phone did not ship because the tablet I ordered was out of stock. They were able to get me the phone delivered the next day on Tuesday but no updated info on where my tablet is. I also noticed I had a different phone number and figured it was temporary and maybe porting takes a day or two. Few days roll by and still not my correct phone number, get to call in and spend another few hours on the phone to get this straightened out. Apparently my number was released from T-Mobile on the 13th but Verizon somehow left my number in limbo. Here we are 12 days later, still no tablet and no email update on where it is. I tried the chat feature again, wouldn't you know they cant help me and the only people that can you have to call in for support. I do not have any more time or patience to spend several more hours on the phone to solve something so simple as getting new equipment. I am completely dumbfounded at the lack of communication within Verizon and how simple processes such as providing a new customer with equipment are poorly executed. I would greatly appreciate some help from Verizon on figuring this mess out. So glad I get charged two $35 activation fees on devices I have received late or not received at all.

        Tehdargon, first of all we want to welcome you and thank you for choosing us as your wireless provider. It seems like we aren't to a great start with you. Let's turn this around. Did we advise you that the tablet was on back order? As a result this will delay the shipment of that device.
    In regards to porting your mobile number in, have you had a chance to check the recent status of that number transfer request here: http://bit.ly/qDhvBY Once your bill is generated, we can adjust your account to ensure that you are billed correctly. No worries. We'll get this taken care of for you.
    LasinaH_VZW
    Follow us on Twitter @VZWSupport

  • Using the New Customer Subsidy

    I know that signing a new customer agreement with VZW (as a brand new customer) will entitle me to the subsidized price of any phone. My question: is the subsidized price only available at the time the agreement is signed?
    In other words, is it possible to sign a brand new agreement without purchasing a phone along with the contract, but still be able to go back at a later date and purchase a phone at the subsidized price (essentially saving the subsidy for a later date)?

    You only get the subsidy at the time you sign the new contract, but you can delay signing a contract until you find a phone you want to purchase at a discounted price if you have your own equipment to use with your service.  Just activate your service month-to-month with your own equipment.  You won't have a contract, but you will be able to sign one at any time and buy a subsidizied phone.

  • New Customer (less than 30 days) Disatisfied with Fee!!

    HI,
    I need assistnace I called and talk to a supervisor and techinal department. I have a fee on my account for a tech coming to my home to correct a internet set up I was disatifised with. When I initally called I was transfer 3 tmes and on hold for over 30minutes waiting for a new dept (billing, techinal support, retention and finally to a person name johnthan in another tech dept. ) to transfer me again. Each rep I talked to stated they will have to charge me to have a Tech to come out. I TOLD THEM I WILL NOT PAY DUE TO AM DISATISFIED WITH THE INITIAL INSTALLATION. Then I finally reached  Johnthan in a techinal Dept. I explained my situation to him and how I disatisfied with the Tech and his customer service . And I even TOLD HIM I SHOULD NO BE CHARGE FOR A TECH TO COME OUT. He advised he will set up a new ticket and did not DISCLOSE ANY CHARGES NOR DID HE ADVISED ME. He just said a TECH WILL COME OUT TO RE-SET UP THE SERVICES. 
    I called today an spoke to a rep in the "tech dept" whom I stated I should not be charged as I was disatisfied with the initally set up. He said he will review the acct and talk to the sales dept (why the does he need to talk to the sales dept I don't know) he came back disregarded everything I said. And told me that they advised me that there would be a fee; I advised him that the person whom put in the ticket did not advise me of the fee and I stated to the rep I shouldn't be charge. So my guessing is the rep HIDDEN the fact he was going to charge a FEE. i thought he was being kind hearted and understanding my situation and placed the ticket as a courtsey. Then I advised the tech I spoke to today I was gonna cancel my acct due I haven't even been with Verizon for 30days; he does nothing and says "ok". So, I guess Verizon doesn't value me as a customer at all!!
    I can't even catch a break not even a partial credit. 
    Verizon, IF don't get the help or the service I believe I should recieve you will lose a new customer
    Shana
    Solved!
    Go to Solution.

    Welcome to the club! I've had similar issues with lousy customer service reps, transfers,etc,etc,etc.
    I've come to the conclusion that verizon will kiss your **bleep** when it comes to sales but when it comes to customer service,
    on a scale of 1-10, 10 being the worst, they are a 12.

  • FiOS Internet Activation fee NOT Waived - New Customer

    Until Apr-2015, 2014 we were using residential services of a competitor ISP and experienced very poor customer service and many hidden billing charges. We had to live with it because our apartment doesn't have the setup for other service providers. So we decided to switch to a different provider once the lease ended and we chose Verizon because of its exceptional Internet sped and Quuality customer service. On 07/09/2015 I placed an order Verizon FiOS for my new apartment and was exceited! The order was palced through a local FiOS agent and I chose the FiOS double pay (50/50 package). Over the phone I was very specific to ask for any hidden charges and the agent mentioned no hidden charges and I would be paying the Bundle price plus rent for router and set-top-box. I also checked if there would be any installation or activation and the Agent did mention that it will all be waived for 'New-Customers'. To double confirm, I called up the verizon customer service the same day and they mentioned the same. Thinking it was hassle-free, I requested my agent to place an order. When I received my first bill, I found a charge of $69.99 for FiOS Internet Activation Fee split into 3 months with first installment of $23.33. I assumed it could be an error or usual routine and hoped it would be waived if I call up and request (like the competitor). I reached out to an agent via chat initially and explained the situation. To my surprise I was told that there are 'no notes in the order mentioning the activation fee will be waived, so it cannot be honored'. Surpsied and shocked, I called up the customer service and mentioned the same story again. This time the answer was 'We never mentioned this will be waived and have never waived for any customers. Like others, this charge has to be paid'. I insisted that the local agent and the customer service agent I spoke on 07/09/2015 did mention that the activation fee would be waived. It is also clearly mentioned here that activatoin fee will be waived for Double-Pay (See attached image and link below http://www.verizon.com/home/bundles/fios)  I am very disappointed and just tired of making phone calls and debating with custoomer service. The only reason I switched to verizon was there is a lot of transparency, no surprises and BEST CUSTOMER SATISFACTION. And I wouldn't ask for something I am not entitled to or promised initially. And, If this is what I am going to experience with Verizon to get this waiver or any other reason, I could very well manage to stay with the competitior so there are no disappointments :-(. I am hereby requesting the team to validate this and give a better solution for a new-customer who switched services to Verizon and willing to continue for a longer duration. 

    Hi Sriniragav,
    Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
    Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

  • A very frustrated NEW customer

    I have decided to vent some frustration on this forum hoping someone will actually be able to help me or at least point me in the right direction.
    I have sent 2 emails to the complaints team with no reply (email below) and have just got off the phone from customer services (who didnt actually seem that bothered by my concerns), the reason why I got in touch with them today was to add another problem to my ever growing list.
    Here is the email i sent:
    Dear Sir/Madam
    I have finally today had my broadband installed (16th July), overall though I am not satisfied with the service that has been provided and feel very let down by BT. I originally placed the order for infinity and telephone on the 21st June 2012 and for it to be installed on the 9th July. The reason why i chose this install date was due to my current contract with virgin media coming to an end and after seeing what “great offers and service” BT were offering i decided to place an order. A week before my install i received a telephone call from the infinity team stating that the install for my broadband would need to be re-arranged as they cant install until my telephone number had been activated. Nowhere online did it say anything about this. I had already arranged to take that Tuesday off work, and in my profession it isn't easy to change my days at such short notice. Also my father is disabled and relies on the internet for shopping and day to day use. I then had to wait for my phone line to become active before a new install date could be arranged, this took a week hence why i am writing this complaint today.
    As my previous emails state I don't think this is a good way to start off with a new customer.
    It cost me £25 to buy a wireless dongle from 02 so that we were not without internet for the past week, an expense I shouldn't of had to pay out for.
    I currently have 3 sky boxes and after the engineer has been today I only now have 1 box connected to the telephone line where as prior to his visit all 3 were connected, this is not down to me nor is it down to sky to resolve. I am not sure if you are aware but all sky equipment needs to be fitted to a working telephone line, if not i am in breach of my contract.
    I am also not happy with the wiring that has been put in place, and in my opinion the engineer was rushing to get to his next job
    The overall attitude of the delay i have had to wait when none of this was my fault, and in hindsight it would of been a whole lot easier to stay with Virgin.
    As mentioned in my previous email ( and I know that you say that your not responsible I still feel as though you are) I went through the quidco website where they were offering £80 cash back, but due to you replacing the order that offer doesn't stand anymore either.
    I have different order numbers from you as well, and i am yet to see how this will effect my £100 Sainsbury gift card from yourselves.
    New issues 18th July:
    No dial tone on my landline
    Also after requesting a new telephone number (wasnt given the option when placing the order) on the 16th July, agent telling me it would be active on the 17th by 3pm I still have my old number! 
    I can be contacted on **********where I hope we can discuss these matters further.
    As you can see by the above email I sent things just seem to be getting worse, when speaking to the agent today who's accent wasnt very easy to understand she told me that my dialtone should come back on the 23rd July at the latest.......
    I really hope someone can help me as if this continues I will have no option but to cancel and look elsewhere!
    oh and one more thing i have confirmed my bt email addrss with customer services but when i try and use it is not recognised meaning i cant set up bt wifi

    Sorry to see you are having problem's i had problems with broadband and the only way i could attually get through to them was refussing to pay well it still took them nearly 3 months but hey ho i didn't pay for it. The dial tone is probably to do with none of the other sockets have been wired up as you said just one Sky box is connected take the phone over to their and plug it in to see if you get dial tone. If you get dail tone you know that the phone socket isn't wired up but the line is working.
    BT are responsible regardless of them using a different company. The service is what they told you they would supply the failing is on the company THEY USE or HAVE TO USE this is not the customers responsiblity. If i where you use the Sales OF Goods Act 1979 along with the Supply of Goods act 1982 amended in 1994 i have used it on BT and other companies and it got the right effect i was after. Read up about the acts. Argue the goods are a product not a service and is marketed as a product so it all falls on you ISP, BT in this case. All the best 

  • How long do you have to stay away to be treated like a new customer?

    Comcast offers these great deals to new customers, but won't do anything to try to retain loyal customers who are sick of their bills increasing. Right now I am paying $30 more per month for internet only than a new customer would pay for the same internet speed, plus local channels and HBO. Customer service won't do anything to help, other than offer to downgrade my internet speed. How long do I have to not be a customer to be treated the way they treat new customers?

    shannons1-
    I apologize for the delayed response. I have sent you a private message regarding your concerns.
    In order to view the private message:
    Click on my name (Comcastcares) and click on "Private Message Me”. 
    At the top of each Forum page you will see a small envelope 
    This is the icon for Private Messages, referred to as ‘PM’s’. A Private Message is a way to communicate in private, to another User, Moderator, or Administrator out of public view in the Forums.
    The gray envelope icon will have a number next to it if you have any new messages waiting. 
    To open a PM to read it, double click on the envelope. If you click on the white envelope a window will open with tabs for your Private Message Inbox, Sent Messages, Friends, Ignored Users, and Compose new Message. You can also access this area by clicking on the Username in a Thread or post. By default, Private Messages are enabled. You can disable this feature in My Settings>Preferences> Private Messenger.

  • New Customer - or am I? Can BT resolve this, or sh...

    OK, so after 10 years I thought I had given BT a second chance. Driven by my Virgin contract coming to an end and a desire to get BT Sport (as I follow a Conference team rather than that Premiership drivel ) and some amazing new customer offers (for Broadband / Phone / TV), I worked out what I wanted and placed an order online, and received the correct notification, and then.. nothing.
    6 days laters (after being told on my welcome email I would get more details within 2 days) I called to check progress (as my order couldn't be found using 'Check My Order') to be told by a (lovely) lady that my order had encountered problems, and instead of calling me up or emailing, BT had just decided to do, erm, nothing.
    Basically there was a problem establishing Broadband Speed, as they couldn't find a BT Line present (no surprise i'm on Virgin Media Cable). But it's a busy London street, so there shouldn't be problems?
    I was told that she could put the package through manually, but.. as I want my existing phone number kept, i could be without broadband for up to 10 days (why?! I work from home, so cannot agree to this).
    Secondly the offers that came with this (£278.25 cashback + £125 Sainsbury's Vouchers) were integral in my decision to switch to BT - and I have factored in (otherwise i'll be better off with other providers) - and I gather that Cashback is at risk if manual assistance is required, and it could be put through too late to get the Sainsbury's Vouchers...
    Thirdly - apparently my order is 'in limbo' and won't be processed without me saying so, so I do not need to cancel - I don't believe this is sensible, so i'd ensure I put a proper cancellation letter in within 14 days of ordering to cover myself.
    I would prefer to go with the deal I agreed, and signed up to. However, are there simply too many prospective problems than could leave me short changed (and badly so). Are there senior people who can take a situation like this and deal with it (like Talk Talk do for my business), or am I at the mercy of random people at call centres?
    You all know BT Residential better than me, can this be resolved, or am I better off cancelling and starting again?

    OK an update....
    I did get a call yesterday to resolve the issue (presumably prompted by my message here), and a date was booked in for an engineers visit to install a line, with broadband and tv a few days later, I was assured my exsting number would be carried over, and that broadband and tv would follow 5 working days after the telephone line went in.
    Was worried about the previously mentioned cashback & sainsbury's voucher (hey it's over £300's worth!), but thought i'd leave BT to get the installation done, then could chase the rest here.
    But...
    Got another call today. Apparently someone had pressed the wrong button and cancelled my account.(The VOL I was given yesterday simply states "Order not found")
    So I had to go through the process again. They didn't know anything - the calling plan i'd ordered (20GB BT Infinity 1 + Calls), or even the phone number they had called me on. Address, security details, everything i'd entered lost.
    I had to read through my order that BT had sent me. And my installation date has probably been lost, as someone will call within 5 working days to confirm a new installation date.
    There's no chance this is going to be a stress free installation is it?
    Can any BT Bod from here advise if they can re-assure me that I will get the cashback and sainsbury's voucher (I assume I should take it as a give that BT will eventually install phone / broadband / tv as that's what you do?)?
    Ignoring everything that's gone wrong so far, the cashback & voucher were critical to me choosing BT, i'm certainly not going to accept loosing them to go along with the catalogue of errors so far, yet I know that somehow someone will try and stop me getting it (the orders 'new' isn't it? yet it's not my fault that BT lost the order - I have the proof printed out!!).
    Help!

Maybe you are looking for