OPENREACH INCOMPETENCE, LIES AND DECEPTION

Dear BT
Can you please, please, please explain why when I lost both my telephone line and broadband on Christmas Day, you decided that you did not want to repair either of these until the middle of January or perhaps February, or maybe never? At this time of writing on the 7th Jany 2015 you so far failed to attend the 3 seperated appointments made for 31/12/2014, 2/01/2015 and again today 07/01/2015. This, despite, your executive level customer service specialist team chasing Openreach and getting cast iron guarantees that an engineer would absolutely without fail be onsite today. Of course and engineer abosolutely without fail, failed to be on site and despite many phonecalls to and from from your customer services to my cell phone, OpenReach obviously don't give a **bleep**.
We then had the ultimate insult of a phone call from India, the gentlemen concerned claiming to be an Openreach manager, asking if the phone line was still faulty or did we want it repairing at 3.30 this afternoon, 3 hours after the engineer had failed to turn up for his alloted time slot of the morning appointment. Was this phone call a deliberate insult or just done to make fun out of your frustrated customer?
Yours
Katrina Halsey

Welcome to this forum.
This is a customer to customer forum only,
This is where customers help each other get the most out of BT products & services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
If you need direct help from BT or have an urgent problem please use this linkContact Us.
This is a public forum which can be viewed worldwide, so please do not post any personal information, especially phone numbers, account numbers, fault numbers, address information or email addresses, as this could be used to impersonate you.
BT do not provide or maintain the external network. This is done by Openreach who work for all service providers. BT do not get any special treatment.
Thanks
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

Failed appointments, terrible management, lies and...

I've been waiting for my BT line and broadband to be installed since Dec 21st 2013.
An OpenReach engineer was meant to call to connect me on Sat 21st - they failed to turn up. I phoned and was told various excuses as to why they didn't come. Was told someone would phone me back - no-one did.
To cut a very, very long story short, I've been on the phone to BT nearly every day since then trying to find out when I would get connected to be met with every excuse in the book. There are problems at the exchange, your house builders haven't notified it (it was best when the day before I spoke to the guy who said he had the notification in front of him!!!), cabling work needs to be outside your house (even though we grabbed an OpenReach engineer who was working next door and confirmed that everything was OK), back to work at the exchange needs to be done..................
Got another appointment for today (13th Jan) and surprise, surprise no engineer and we are back to the same old excuse that work needs doing STILL - all lies from the BT book of excuses. I'm told I have to wait for two days for someone to get back to me with another appointment. I've taken two days out from work already. THIS IS NOT GOOD ENOUGH BT.
For a telecommunications company, you have truly awful communications.
The list of my expenses incurred in this fiasco is going up and up.............(not to mention my blood pressure)

Hi artheating123,
Welcome to the community!
I'm sorry for the delay getting your services set up. I can help you from here. Click on my username and under the section "about me" you'll see the link to get in touch with us.
Please include the link to this thread when you complete the form and whenever we've received your details we'll take it from there.
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’.

Don't use Best Buy Delivery if you are thinking about it...Just lies, lies, and more lies..

Wow, where should I even started?
We brought a 55 in TV from the local store last Sunday, and schedule a delivery yesterday (6/6/2015).
They called us the night before delivery date, to confirm the delivery on Saturday from 1:30- 3:30pm.
We waited until 3pm, and finally received a call saying "they were delayed a little bit", and moved the time to 5:30-6:30pm. Ok, not good, but we can understand.
But of course, they didn't show up on time. We decided to call them again at 6:22pm, and were told they were 45 minutes away...
7:30pm, after a hour, we called them AGAIN, and was told they are 25 mins away.
We had another delivery scheduled from Lowes at 8pm. Lowes showed up on time, and installed our fridge and washer/dryer professionally. They left around 8:30pm.
WHERE IS OUR TV FROM BEST BUY THEN???? Don't they supposed to show up before the Lowes???
We called them again and again, but nobody answered...well, I guess it is a Saturday, and they went home WITHOUT even bother to tell us.
Last time we spoke, you told me you are 25 mins away. Is this a lie? or you just decide to go back to your sweet home after we talk on the phone?!
Sunday (6/7), I called the warehouse again in the morning, but no one answers, the voicemail is full as well (So I think we are NOT the only one experienced this ridicuous issue). Then we called the 1-888 number, and explained what happened. The customer rep on the phone couldn't get hold of the local warehouse neither, and told us to call back within several hours. (They did give us a case number: {removed per forum guidelines} though) We called back before noon, and was told they are not open on Sunday, and they don't know when will be get our TV delivered, maybe Monday morning.
Ok, here is the thing, we have to work Mon- Fri, that's why we requested to deliver on Saturday. And come on, Best Buy, it is just a TV, it is not huge appliances that take you that much time.
I can see why there was delay, ( not saying we were happy about it though...) But you could at least called us to let us know before you went home on our scheduled delivery date!!!! And were all those "45 mins away", "25 mins away" things lies????
Dear Best Buy Coustomer Relations,
I am expecting a responce back from you in a few business days from today, 06/07/15. Your responce should be sartisfying us. If we don't hear anything back from you or your responce to us doesn't satisfy us, then we will go talk to someone higher in your organization. Thank you,

Hello MengyaLiu, and welcome to the forum,
I’m honestly not sure why our delivery team would have told you they were on their way to your home and then not arrive without an explanation as to why. Our delivery agents should be notifying you of all necessary changes in their delivery schedules, as we realize the inconvenience any possible delay may cause, so it’s regrettable to hear we failed you in this regard. I truly apologize for any frustration this oversight may have caused.
While I’ve personally documented your feedback here at the corporate office to ensure something of this nature doesn’t happen in the future, I’m glad to hear our delivery team was able to make this right and successfully delivered your TV yesterday. Please feel free to let us know how it went and if you have any further questions for me. I’ll be glad to help.
Best wishes,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Faults, lies and broken promises....

hi
not the first time you've all heard this sort of thing i'm sure, i'm going to tell you anyway...
i have had an intermittent fault on my line (crackling, distortion and dropped broadband) at various times for several years. it got really bad last december, when i decided i'd had enough. every time the line crackes, i ring 151 and report it as a fault. the fault occurs when the weather is wet and windy, and usually by the time the engineer gets to us, weather has changed and we're back to square one. when the line crackles, it drops my bb and due to it being adaptive, i'm then stuck with poor speeds for the next week or so. since december '11 i have reported a fault six times.
it got to a point last saturday where i needed the internet, and didn't have any. i called 151, spoke to a supervisor after i had dealt with the useless minions that just check the line and say theres no problem. the person we spoke to arranged to send an engineer the following day. the engineer turned up, we explained the situation, he tesed the line and found nothing, we explained the nature of the fault and its weather dependance and it was agreed that the fault would be left open after his visit, someone would pick it up in the week and have another go.
the following sunday, we had heard nothing, and the fault was back. i called 151, asked to speak to a supervisor, and was informed that the fault from the previous weekend had been closed. after being told that there was no way for the guy to contact openreach himself to sort our problem, he left me with two numbers for openreach. the following morning i found that these numbers were useless to me, could not help. all i could do was ask them to raise a complaint to which someone would respond in five days. i called 151 again, escalated to a supervisor and was informed he would contact priority care team. i asked to be called between 6 and 9 on my landline. at around 10.30, i had a call on my mobile at work during a meeting from the priority care team. the woman i spoke to acknowledged the difficulty of my situation and the need to get an engineer out quickly whilst the weather was poor and the fault was present. i was informed that if i called 151 again, i would be put throught to priority care directly, and they would arrange a visit asap.
this morning, i called 151 as it was windy and rainy and the fault was very noticeable. did i get through to priorty care team??? did i f|&^k. same indian dumb ass take your details people again. pretty frustrated i asked for someone to contact priority care and get them to call me. cant do that. cant do much at all can you BT?
so, i still have a crappy line, i can't get through to anyone that may be able to help, i've wasted plenty of my time trying to get this sorted, and still have a bill to pay for disgusting customer care and a line that won't do what its supposed to. if i treated my clients in this manner i would be sacked, without question. but hey ho, BT got a monopoly, so screw me eh?
if anyone has info on how to get to speak to someone that isn't retarded, stupid, ignorant or lying and that may be able to assist, please would you let me know?
many thanks,
nobby

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.

Openreach Disconnected Line and then Wouldn't Reco...

I've been experiencing problems with disconnects and slow connection on BT Infinity.
An Openreach engineer visited my home this morning. He tested my line and identified two faults. He was able to demonstrate that these faults were caused by the connection between the fibre cabinet and my telephone line (he was able to demonstrate this by disconnecting the fibre completely - the faults disappeared when he did this). He also mentioned that one of his colleagues had told him that there were “problems with fibre in Fillongley”.
He left my home promising to reconnect the fibre and to notify Openreach that a Broadband engineer was needed to resolve the problem. Since he left, I’ve received no call from him and the broadband has not reconnected – so I’m now completely without service.
I've been onto BT all day trying to get this solved. They tell me that engineer couldn't reconnect the line because he wasn't a broadband engineer and isn't qualified to do so - if that's the case, then how come he was qualified to DISCONNECT it? And why didn't he explain to me that I'd be without service.
These hopeless jobsworths say that they'll send a broadband engineer out tomorrow to look a the problem, but the situation's ridiculous - I've gone from having a slow line to no line because the guy who disconnected it for testing isn't qualified to reconnect it.

kevraff wrote:
(he was able to demonstrate this by disconnecting the fibre completely - the faults disappeared when he did this).
If it was disconnected, how could you tell the faults disappeared?
If you found this post helpful, please click on the star on the left
If not, I'll try again

Changing Plan Mid-month "pro-rated" unclear and deceptive practice. C.S. offers no help

I recently found myself having to up my plan minutes for a family emergency. I went online and checked my usage I was at 394 minutes out of a 450 minute plan, so I elected to switch to the 900 plan minute for the month, ancipating I would go over in the next week. I was given options to back date it or start on that day, as I had clearly not gone over my alloted minutes, I chose to start it as of that day.
My Bill came and I received 69 dollars in minute overages. How was this explained, that by prorating the bill, they divide the cylcel in half, not only by "dollars" which seemed to be the explantion I received online, but by minutes. SO my minute alotment of 450 was reduced to 240 for those two weeks I oriignally had 450 minutes in. They billed as if that was my allowance therefore saying I now went over my plan by 154 minute which I was billed to the tune of 69.00 dollars, plus the addition of the monthly increase in plan.
My question to any logical rational intelligent person would be, why would someone choose to up there minute plan, before they went over, just to then be charged for minutes they would not have been had they not upped there plan to the next level. This defies common sense and any explanation would as well.
Customer service sadly would not even hear or understand this, only to say this is a valid "cost" and I should have read the "disclosure" statement or called if I had questions and not use online services. I asked both the operator and a supervisor for the terms of the disclosure agrement and neither could tell me what it said. However in reading billing question answers they respond "For example, if you changed rate plans during the middle of your billing cycle, your statement should contain a charge for the old rate plan (according to the number of days in your cycle that you were on the old rate plan) and the new rate plan. " yes that makes sense but no where does it say your minutes may be reduced up until this point and you may occur additional charges not already used. by ironically "increasing your minute plan".
I am waiting for a manager to return my call, As a long time customer of verizon whom have promoted them and the new iphone all over facebook and such to my friends I am very discouraged by this practice, and the lack of resolve.

Mike I appreciate that at least you are familiar with what the disclosure statement says, despite othert reps not being able to recite it. However the term "may" be in inself is Misleading, if "airtime" is prorated the statement should read "YOUR airtime MINUTES will be prorated and reduced to this point, possibly resulting in overages and additional charges" The wording is intentionally misleading. If it weren't MIke, why would anyone KNowingly select an option that would then cause them to owe an additional 69.00 dollars they didnt owe at the time, when UPPING their PLAN?
The fact that Customer Service Can't see that as a very real possiblity and just is dissmisive saying You should have read the disclosure statement., and it is a valid charge tells, me they run into this frequently and they have a script to read from to cover themselves, leaving the HUman Element out of the equation. It is sad enough I had to Up my plan only temporarily while dealing with a tragic family situation, to add insult to injury. To me the term "may" be prorated and "may" result in additional overages meant, that if I had gone over my minutes prior to the change I would be charged, because MIKE that is COMMON SENSE. and a REASONABLE person May think that. Cutomer Service Reps could at least acknowledge that as a very real Understanding of how that line could be interupted, and that a reasonable person would not otherwise increase their plan only to be charge for something they would not have otherwise been charged.
I am almost positive in the Future this wording will be Changed after the continued Myriad of complaints. From what I already understand the new "changing minutes and not plan" option already has changed it. SO why not make things right for long time loyal customers now. I actually want to reduce my plan back down now as it was a temporary emergency however I DONT dare do it mid month again, SO I will wait another 2 weeks and pay even more.
This is NOT ME and my misunderstanding, just googling the topic comes up with tons and tons of complaints, articles written on the topic and so fourth. I have been waiting days for someone as promised to call me back as well and that hasnt happened. I have talked to so many friends about this many verizon customers and all say this can't be right, because it DOESNT MAKE SENSE, despite it being "valid" as you say.

They tell you Lies and there is nothing can be done

I've been a loyal customer for over 9yrs with Verizon with 5 lines of service and up until this year I raved about their service.I even referred all my family and friends to them that was until now ! First let me say I HAVE NEVER BEEN TREATED SO UNFAIRLY OR BADLY AS IVE BEEN BY VERIZON. Never have I been bold faced LIED to like I was with Verizon I came into Verizon store. Your agent after upgrading my phone told us that for just $10 more a month we could have a mobile hotspot it was a SPECIAL offer so we agreed to take this offer WELL he Lied it cost us over $100 and as if this was not bad enough he also told my husband that he could upgrade to the 4s and that although he would have to get a new number my husband had 2 months left on his contract but there was only going to be a small fee for new phone Lied AGAIN $175 was charged. By the time Verizon was done we had a $1500 Verizon bill. Well to my shock when I got the bill I called Verizon Which I now agree with alot of people your customer service reps are far from the wonderful customer service you so rave about there something very very wrong with the way I along with many people have been treated. You allow your sales people or agent to lie to your customers and do nothing about it WHY ? Ive tried to get past this bad experience only to get another one bottom line is now with my service suspended I had no chose but to get one of your prepaid phones a $50 Monthly plan only to find out that my monthly plan was only 22 DAYS and when you decided to shut my phone off I will never forget this night as I was awoken by a call on my phone to tell me my child had been in accident and was being Air Vac to hospital my phone suddenly went to message to add funds to your account!!!!!!! NEVER EVER can you explain and make me understand where you get 22days is a month ! or how I was told in spite of the emergency of car accident my child was injured in the only way I could get service working was to give Verizon more money when I had 8 more days left on my monthly unlimited call text and web PLAN !!! I wonder what is the next Lie I will be given VERIZON???

You can click on "Shop" at the top of this page and see the prices. An Apple 4S is $100 plus $30 upgrade fee or $35 activation fee if adding a new line as your husband did. The hotspots vary in price depending on which one you chose. Some are actually free to purchase and some as high as $100, but there are monthly fees of course. You could have just used one of your phones as a hotspot. It's impossible to know why your bill was $1500 unless you list the specifics. It just depends on what all you purchased, what fees were involved, did that include service for current month plus next month, etc.

When Do the Lies and Madness END!

It has been so CRAZY dealing with Verizon that I just don't know where to start. I paid a deposit with this company that at first they could not find and I was placed in tranfer hell, next told that after on-time payment will be re-evaluated and them sent (to which I have paid on-time four times thus far, AND now, after complaining to the BBB received a response by the same woman{edited for privacy} I spoke with when this all began stated that I would not be refunded and that I haven't been current since March 2012?!!? Really? That is slanderous as that statement is NOT the case, but she made it.
If you have not noticed people, you can make an online payment with Verizon and they will hold it AND show your account as past due, will tell you the account is past due even though YOU see the payment and it deducted from your bank account!
The lack or regard and level of service I have received from this company doesn't amaze me unfortunately. I can never get a straight answer in the private message board and of course they will never tell the truth. I have not been current since when? March 2012. Now they are lying and I have proof.
Do yourselves a favor people. If you can find another service provider...find one. I am, but not before I make this slanderous statement right.

Please go to your profile page for the forum by clicking on your name, and look down the middle towards the bottom where you will find an area titled "My Private Support Cases".
There you will find a link to the private board where you and the agent may exchange information. 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. Please keep all correspondence regarding your issue in the private support portal.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

Arrrh Bt Broadband,Openreach or Wholesale and who...

Hello,
I'm at a loss with my connection, just done about everything master socket, different routers, better housing, faceplate wires etc, since my problems started in Mid September. I've had a pair change, which got my profile upto 5.5 for a time. However it sunk away again. My theory is that BT is now doing a nice trade on the exchange I use, and is struggling!
The first copy paste results are from 10 am on Business Hub
Download speed achieved during the test was - 3222 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :4160 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 3500 Kbps
Down
Up
Rate:
4160 kbs
448 kbs
Max Rate:
4344 kbs
1044 kbs
Noise Margin:
6.0 dB
24.0 dB
Attenuation:
41.9 dB
26.5 dB
Output Power:
16.3 dBm
12.2 dBm
Needless to say its in the bin now as its **bleep** for me.
The home hub better sync but noise margin has risen, left about 30 mins between swap and disconnected through the hub-
Connection time 0days 8:21:37
DownStream 5.984Kbps
Upstream 448Kbps
Modulation
ITU-T G.992.1
Latency type
Interleaved
Noise margin (Down/Up)
9.6 dB / 24.0 dB
Line attenuation (Down/Up)
42.0 dB / 27.0 dB
Output power (Down/Up)
19.8 dBm / 12.3
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
1945788 / 0
CRC Errors (Down/Up)
116 / N/A
HEC Errors (Down/Up)
N/A / 0
Error Seconds (Local)
62

second set of stats look ok with noise margin a bit hgh at 9 but that leaves some scope for future to get it down to 6 and an increase in connection speed
can you run btspeedtester to see your profile and also your download speed
you can check problems at your exchange here http://usertools.plus.net/exchanges/mso.php
http://usertools.plus.net/exchanges/?
http://btbusiness.custhelp.com/app/service_status
http://bt.custhelp.com/app/answers/detail/a_id/15036
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’.

My experience with Verizon - Horrible - here's why

I had been a customer with Verizon Wireless since 2008. During my time as a customer, service was just ok but I always had service at my home (home office) and at my corporate office. Two of the most important places I needed service. That was until November of 2013 when service at my home and office was no longer consistent or available at all. I had an Android phone so I asked my wife what her service was like in both places since she had an i-phone. She experienced the same service problems. My wife and I both tried to work with Verizon to resolve the issue. Verizon's response..."I see our computer shows service in those areas so there should not be a problem." My wife and I continued to explain to them for 2 months that yes there once was service and then like a switch there was none. I don't care what the computer says there is NO service. Verizon would NOT send someone out to verify service despite requesting them to do so. After 2 months of frustration Verizon offered a solution "you can put a signal booster in your house for an additional $40 a month." I did NOT want to pay extra money to restore service where I once had it. This was a change in service on Verizon's end which created a hardship in me doing business so after two months we came to an agreement that we may cancel our contract and would not be charged for the remaining 4 months. My wife and I canceled our service and went with another provider. Following the cancellation we received a letter in the mail stating that we owed early termination fees! I called Verizon stating that I was assured that I would NOT be charged these fees. Verizon reassured me that was the case and that we needed to wait for the official bill before they could offer the credits. Our bill came...I called Verizon regarding the credits...they flat out LIED and said we do not have any record showing we were going to offer you credits. It has been a constant battle since then and they have now sent my bill to collections. Fed up with dealing with this almost a year later and trying to repair the damage Verizon has done to my credit score I agreed to pay the bill with a "pay for delete option". Verizon's refused. The collection agency then sends me a letter for a settlement offer of 65% of the amount owed. Before scheduling the payment I called Verizon to ensure that if I accept this offer that they would report that the account was "paid in full". Verizon said YES they would report the account as paid in full. I called back and schedule the payment for 1 week out. I DO NOT trust Verizon due to the flat out lies and deceptive way they handled my cancellation so the week gave me a chance to get the "paid in full" reporting status in writing. Once I requested this Verizon back peddled AGAIN and said they would not send the letter and when I pressed the issue they stated that the account would be reported as "settled for less then amount owed". This is VERY different in the eyes of future lenders so canceled my scheduled payment. Verizon CAN NOT BE TRUSTED for anything that they say. They will LIE and delete notes on your account to get things their way. If you choose to (or have to) do business with Verizon get EVERYTHING in writing. I STRONGLY RECOMMEND YOU DO NOT DO BUSINESS WITH VERIZON! THEY ARE THE WORST COMPANY I HAVE EVER DEALT WITH.

I could not have said it any better VERIZON WILL LIE WITHOUT RESERVATION. THEY ALTERED RECORDS IN CONNECTION TO AN ISSUE I HAD WITH THEM, THEY LIED REPEATEDLY, I KNOW THEY HAVE FLAGGED ME AS A 'PROBLEM CUSTOMER' AND WHEN I CALL THEY ADJUST THEIR TREATMENT OF ME ACCORDINGLY. CALLS MYSTERIOUSLY DROP WHEN TALKING TO REPS, THEY MAKE ME HOLD FOR EXTENDED PERIODS HOPING I WILL HANG UP. NO OTHER COMPANY I HAVE DEALT WITH LIES AS OFTEN OR IN AS MANY WAYS AS THIS COMPANY. THEIR INSOLENCE ONLY HARDENS MY RESOLVE, IF ONLY OTHERS WERE PERSISTENT BEEDS TO CALL UT ALAS. SOMEONE SOMEWHERE NEEDS TO CALL THEM ON IT ONCE IN AWHILE.

Sprint's Cut Your Bill in Half Promotion

I switched my AT&T service to a Mobile Share Plan to lower my bill by $50/month. One of our five phones had unlimited data. I had been with AT&T / Cingular Wireless for over 10 years. I was NOT told that once I got new phones I would be paying $40 per phone per month, instead of $10 with a $30/month data plan. So, essentially what I was tricked into doing is instead of a $30 data plan per line, now AT&T wanted me to pay that $30 per line every month AND buy a data plan. No. H*** no! I just switched to Sprint. They cut nothing in half, tricked me into signing a lease agreement by handing me an iPad and asking me to sign to allow them to access my AT&T account. I was not shown a contract until I was on my way out the door with new phones - after 4 hours in my local Sprint store. What I did get was a similar, and a bit cheaper, deal - the first year, because the $15 per line per month is waived. After that the price goes a bit above the $260/month I was paying with AT&T for 5 lines. My daughter only has 1 bar of service at her house, and can barely make and receive calls. This is in San Jose, where I was assurred the fastest 4G and data are everywhere in the city. I just got off the phone with Sprint, who assurred me that there are 5 towers by her house, the closest being 0.2 miles away. They refused to send a signal booster. They will (maybe) give/loan you one after 28 days, they say. Because I have just 14 days to return the equipment, that does me (or anyone else) no good. The Sprint rep told me, before I signed on that Sprint would still pay my $1,000+ in ETF costs even if I left them within 14 days. But then changed the story the next day when I came back the next day with my adult son - after not sleeping all night I was so angry at all the lies and deception. I was also told it was acceptable to turn in any AT&T phone, as long as it turns on, and that Sprint has no way of knowing if they were active on the AT&T network at the time of the switch. Can't that be tracked by IMEA and serial number? Does AT&T get the old phones back from Sprint once they are returned? I have read about AT&T calling customers who have switched and offerred incentives to return. Is that standard practice, or are those isolated instances?

Hello @johnsal
I’m very sorry to hear about your experience when you switched over to Sprint! We would be extremely happy to have you back.
If it has been less than 60 day since you performed the switch, we actually have a special department which takes care of special situations such as yours.
They can be reached at 866.802.7560
Hours of Operation are: Mon – Fri 7:30 am – 1 am, Sat – Sun 9 am – 10 pm. Times are ET.
Thank you,
Charise

Cut off from the world and spun a pack of lies - A...

Hi people I've signed up to this forum in pure desperation, maybe, just maybe there is somebody from BT listening who can be bothered to listen to my cries and put me out of my misery.
My partner and I decided to set up a BT phone and internet package shortly before we moved into a new property in October.
All was fine our phone and internet was activated on time and we were using it quite happily up until the dreadful day (November 25th) when it inexplicably got cut off...
Various phone calls ensued between ourselves and various chaps (at current count about 9) in BT's Indian call centres during which we were spin a whole range of lies. To give you a flavour:
- The exchange is being upgraded to give you faster internet,
- The phone line is down and being fixed tomorrow,
- Your account was never set up,
- You've never had an account with us,
- Are you a business???
Now, I’m not an angry man but all this deception did rather hack me off. But I was about to get angrier still.
Finally we got through to somebody from the order management team. A Scott if I recall, unfortunately I forget his last name, but he is based in Dundee. So Scott proceeds to tell me that our line was installed by openreach but the order was never closed out, if that happens something times out after 2 weeks and the line gets cut off. This is our situation. So, Scott tells me that he would expedite our reconnection within a week and would call us back in a couple of days.
A couple of days pass, no call, no phone, no internet... Five days pass, no call, no phone, no internet.
So finally I decide to call back. Learning my mistakes from last time I instantly bypass the Indian chaps and ask for the order management team. This time I get through to Laura. I explain the situation and she offers to pass me onto Scott (as he is dealing with the issue), great I think. I hold and hold until Laura comes back on the line, Scott is on his annual leave, he will not be back into the office for two weeks. Time to hit the wall!
So to cut a long story short I finally was passed to the elusive William. Suffice to say I was spun a similar story by William and he promised to call back, but no call, no phone, no internet. Just a pack of lies and broken promises.
It’s now two weeks since we were cut off and I cannot for the life of me get back in touch with the order management team in the UK, the people who should be able to actually do something. It’s an absolute disgrace that BT cannot resolve this problem in a timely fashion, I mean it’s not our fault, it’s theirs. My Partner is supposed to be working from home and she can’t. This is causing me a massive amount of stress, I just want it fixed!
Anyhow, maybe somebody is listening, probably not. But it makes me feel better to have a little rant.
HOW HARD CAN IT BE BT? YOU ARE A DISGRACE TO THE UK!
Rant Finished
P.S. No I don't want to email you back and explain my problem to yet another incompetent BT minion. I want somebody to call me personally on my number (it’s on your file) and sort the stupid thing out now! And Yes I will be reporting the issue to the regulator.

Hi Ernie_Wise,
Thanks for the post and welcome to the forum. I am sorry for the problems that you have had. I can help.
Please drop me an email to the email address in my profile, include your BT account details and the link to this thread. I will look into this to see what is going on.
Cheers
Sean
BTCare Community Manager
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 :-)

6 Weeks and still no phone line............Home Mo...

I recently moved home and used BT's home move service and thats where it all went wrong!!!
I moved less than 1 mile and the addresses are on the same exchange, so how come i am now approaching 6 weeks and BT still have not connected my line???
12/01/2013
Contacted BT gave them all the details and was told "yes you can keep your existing number but we are busy so it will be the 05/02/2013 before we get you connected" Well thats 3 weeks but OK.
05/02/2013
I take the day off workand wait patiently for the engineer to arrive (1pm - 6pm it said) so when it got to 3pm i phoned BT just to check all was OK, the lady says yes sir he will be with you today!!!!! Well 6pm came and went and and i contacted BT at 6:30pm and was passed around a bit but eventually spoke to a guy who says " ah there is a problem with the survey and no engineer was coming today" ARRRRR why did you not contact me and let me know rather than costing me £200 by taking the day off!!!!
06/02/2013
So i was asked to phone the next day at 9am so i did and was told "Its OK sir there was a problem at the exchange (now nothing to do with a survey apparently!!) your line will be connected today by 12pm" Great i thought.
Well 12pm came and went just like 6pm did the day before and guess what still no line!!!
07/02/2013
Now very annoyed and tired, I Phone again, and for the forth time the story has changed again, now there is a broken cable 1km long which has to be fixed although both my neighbours have cables coming from the same pole which are working fine!!
It is now going to be 05/03/2013!!!!!!!!! a staggering 7 weeks to connected one line no wonder openreach are behind!
although i am expecting more lies and confusion when this date looms.......
To top it all off yesterday Warren Buckley sends me a letter saying he hopes my move is going well and how BT can get me connected without delay........
Mr Buckley you are a liar sir!!

Hi
I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
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’

Serious and rapidly increasing Customer Service Failures...

I have been a "Mercedes Plan/Equipment" user, since April, 2002.
I live in a rural area (Southeastern WA State), and the regional carrier was highly inadequate. I found Verizon to be a superior alternative.
My experience, led many of my fellow citizens (all 500) of us, to purchase Verizon service and phones.
Personally, my "problems" did not begin; until I moved to Whidbey Island, WA, in late 2005. I explored "plan options," with help from several CSP's, and my son in-law...who sold me the plan (he owned his own, independent store at the time).
Shortly after, I assume (I should have personally monitored my service plan more carefully, rather than trusting that Verizon would keep me advised of plan changes and new, improved plans...back when plans "got better; as opposed to worse!") several less expensive programs became available, to accommodate my needs. Believe it or not, I was paying nearly $500/month?!
Fortunately, in a "routine" call about reception problems, my CSP was SHOCKED to see what I was paying, versus what I was "using." She determined I had paid approximately $242/mo. more than necessary...for 13 months!! Yes, I feel quite the fool...
Verizon was unapologetic; but the CSP FOUGHT to get me at least one month's refund. Sigh...nearly $3000 into the funding of a rapidly deteriorating entity?!
Well, other than some incredibly helpful company store employees (who have become less and less able to assist?!), my "Verizon Experience" has progressively deteriorated into "Verizon Inexperience/Poor experience/Incompetence/Nightmare and FRUSTRATION!"
Anyone else "feel the pain," and sad to see the decline of this (unfortunately) near "monopolistic" entity?
Sigh, if only another carrier provided as strong a coverage map...with caring and competent customer service and support!!
I returned to my "little farm community" in mid-2009; where many of the people I had "sold" on Verizon, sought to "wring my neck!"
Verizon, in order to accommodate "commuter students and faculty" from several institutions of higher education in our area; put in a new, very powerful tower (primarily for data service) about 10 miles east of town.
This has DESTROYED voice service in our community. The good news is, data is actually quite good?!
Verizon has promised a solution (many of us complained...and continue to do so) and have been repeatedly "promised" a solution for 3.5 years.
It seems, since the wavelength for voice is shorter, it is more easily disrupted by obstacles; even weather.
Our phones, first seek a Verizon tower, then switch to a "roaming" tower, if the signal is poor. Unfortunately, just a minor movement of the phone can initiate this action...resulting in the phone becoming confused and dropping the call, or so badly degrading the transmission, it can't be understood.
Last week, in a conversation with a CSP; re, a different issue; I brought up the idea that Verizon should give us all "signal boosters." He kept reiterating I could buy one for $250, so I hung up!
This morning, I checked my Gmail Spam (not sure why I did?)...and discovered to emails from Verizon, sent to MULTIPLE email addresses(??), and regarding a phone number and RIDICULOUS amount of dollars paid on somebody's account?!
The emails appear to be 100% legit.
I am concerned that Verizon e-statements have been "hacked?!?!"
Gmail assures me, my account has not been "hacked."
I am enclosing a copy of the "SPAM" e-mail I received this morning; but with all references to multiple e-mails REMOVED.
PLEASE BE AWARE and VIGILANT!
This morning, I sent an "incensed" e-mail to Verizon...it might explain a bit more (it does NOT even include all the inconveniences) about my frustration.
Any suggestions would be appreciated.
I am forwarding a copy of the e-mail, and a detailed list of problems to both the FCC and the FTC. It has been suggested that I acquire the services of an attorney...either as an individual, or perhaps, on behalf of the community.
Here is a copy of the e-mail, sent this morning:
{The continued demise of Verizon service, and increasing general incompetence; continue to amaze and frustrate.
Voice service from my home and hometown was "destroyed" in 2009, by a newly installed tower. Promises to repair have been bogus...most recently, a supposed agreement to add a translator or such, to local Inland Cell. tower. HAH!
I pay late every month...as part of my "protest."
Two years ago, YOU switched ownership of my plan; to a person that DID NOT EVEN EXIST! The "Carline *******" was close to that of my then 74 year-old sister, "Carolyn *******." In the process of solving the problem; the original call was "dropped" SIX TIMES! I had to get "Carolyn" on conference call (frightening and confusing her)...to get the account (opened under my name and Social Sec. number in 2002), switched back to me?! The inconvenience was increased, by having to create a BRAND NEW ACCOUNT and new billing cycle.
Last week, I noticed my brother, "Lester *****" has his phone, 509.951.****, STILL LISTED AS "CARLINE *******?!" A phone adviser promised to fix it; but as of yesterday (i reviewed my online statement) it appeared unchanged? I also told the poor young "pawn," Verizon should provide all local customers with free "signal boosters." Yeah, right! He continued to "recite his script;" about my "buying one"...so I hung-up on him.
Back in 2006, a phone adviser, identified that I had been sold the wrong plan...and had paid approx. $242/mo. too much, for 13 months?!
She was able to get me a refund of just "ONE MONTH." Thanks MUCH!
Today, I received in my SPAM Gmail (which I by chance checked); two e-mails from what appears to be Verizon? A "late notice," and a "notice of payment;" both sent to MULTIPLE ADDRESSES, and identifying the last four digits of a phone number I DO NOT RECOGNIZE. I am so sorry to be STUCK WITH VERIZON... THIS EMAIL, THE SPAM will all go to the FCC.
YOU'RE PATHETIC!!
Joseph A. *****}
509.951.****
If there are many of you out there, with similar struggles; perhaps we should "unite and fight?!"
Thanks,
why?777

Just to add to the mix.
We were told today that the wayleaves team had written to 1 of our neighbours asking for permissions and that they were awaiting their response. I have spoken to the neighbour in question (he works away from the poperty) and he has said that he has sent 2 replies already so where have they gone (sat on someones desk no doubt)? They also said they didn't need to contact the middle property as the connection would be overhead (complete rubbish as the lines here are underground). Although, I have subsequently contacted the middle property (who also live away, it's a holiday let) who have told me that they have received a letter from BT asking for their permission and they replied in earnest, and BT have replied to their reply acknowledging thier reply and sending them a cheque of £25 compensation.
Basically no one knows what is going on, and I don't know what to do....

Throttled with lies

I'm the bad guy... at least according to Verizon's throttling policy for the remaining "unlimited" (haha!) data customers utilizing 3G. And yes, it is throttling, "network optimization" doublespeak aside; a better term might be "bottom line optimization." I understand the desire to not end up in the same situation that ATT/Cingular did, whom I left for Verizon because their connectivity became atrocious. This action, however, is a step backward, disrecpectful of their most active users, and demonstrates a glaring lack of vision with regards to the ever-blossoming world of mobile data connectivity. I'm technically knowledgeable and understand that 10 million users all maxing out their connections 24/7 is unsustainable with existing architecture, I get it, but that's not what's happening. This action is nothing more than a means of forcing the remaining "unlimited" (again hah!) data users off of these grandfathered plans and onto the new tiered rate structure and ultimately is about $$$ and not equal opportunity bandwidth allocation. And if bandwidth is at that much of a premium, then it's Verizon's fault for not appropriately scaling up to accomodate the incredible increase in data users driven by it's own push towards smartphones for everyone and the adoption of the iphone; not the fault of users that use more data than the average person.
Verizon explains, as justification for this bandwidth throttling, that they are trying to protect the 95% of users who do not exceed 2gb/month by reigning in these "abusers" who use "inordinate" amounts of data because apparently Verizon's network is so weak that a mere 5% of its user base can completely ruin the experience of the other 95%. But wait, this does not apply to 4G customers or anyone that's on the tiered billing plan. So, if being an "abuser" and using "inordinate" amounts of data is OK as long as Verizon is making more money, then it's really not about bandwidth consumption is it, because those same heavy users are not being throttled... as long as Verizon makes more money. My friend has a 4G phone that NEVER gets 4G connectivity because 3G is the best we have in our rural state, he also upgraded to this phone just prior to the elimination of the "unlimited" plans. Yet he is not affected by the throttling. We are both just over 7gb for our current billing cycle, my phone has been throttled and is now essentially unusable for the very things that it is marketed for; I can send texts, emails, view basic website but any sort of streaming is now out of the question for the remainder of my billing cycle? Possible the next cycle as well? Even many websites load painfully slowly because most sites are pretty graphic intensive in this day and age. And so I am paying for a service that the service provider is now preventing me from utilizing as intended. My friend, at the same level of data usage on an unlimited plan, is unaffected.
Also, with regards to "network intelligence" not being "throttling" because it only, well, throttles in areas that are "congested" that's not accurate. I live in a low population bedroom town, a large percentage of which, I assure you, are not avid smartphone streamers and many of whom have landline broadband connections to their homes. I would often get 900kpbs upwards to 2mbps regularly when streaming and do so without interruption or pausing to buffer in most cases. Since my "throttling" the other day I cannot break 300kbps and anything I stream pauses every 60 seconds to buffer as I watch my bandwidth oscillate between 50kbps and, at a rare maximum, 300 kbps. This is not a congested area. I go to work in a more heavily-populated town, still 300 kpbs max. I take lunch and go into the city, the largest and most populated city in our state, still 300, actually popped up to 350 in what I would consider the most congested portion of our state. Where's the "network intelligence" Verizon?...
7gb! Wow, how can you possibly use that much data?!? Is it really that hard to comprehend how someone could easily tear through that much data? Utilizing the Netflix app alone, an app approved and available in the Market, this can be accomplished rather easily. A rough average on an hour episode of streaming media is, ballpark, around what 300mb? So, watching 7 one-hour episodes of a tv show streamed through Netflix would equate to around 2gb; you're now an "abuser" using "inordinate" amounts of data. "Inordinate" apparently equating to watching two 1-hour tv shows/week streamed through your phone. Given that the average American watches 5 hours of tv a day and spends even more time online, that usage estimate is actually conservative relative to the typical level of media consumption in the United States.
If Verizon wants to used a tiered billing system as everyone is now, that's their perogative, however modifying plans previously labeled as "unlimited" in order to correct for a forecasting mistake made by Verizon itself is unacceptable. Verizon, you should have allowed these plans to expire within their existing contract dates without meddling with individual users' bandwidth allocations; they would have all eventually gone away and you would have a lot fewer **bleep**-off customers. I repeat, I have a phone that is now essentially unusable for the majority of functions that it is marketed for because of an inentional restriction against me as a customer by Verizon... yet I am expected, of course, to continue paying for the very service they are essentially blocking me from using because, while Verizon can modify the terms of any contract they see fit, I certainly cannot. What if your cable provider, most of which utilize streaming video through digital cable boxes now, turned off your cable access for the rest of the month or only let you watch channels 1-10 because, sir, you've been watching far too much tv and it's preventing our other customers from viewing shows... mmhmm, that wouldn't upset any tv viewers now would it?
Verizon, of course, knows that other providers do this as well and that I, of course, want to continue my media consumption, and so they have the upper hand. I, like an increasing number of people, use my phone for everything. I have no cable, no cable broadband, no landline phone, my phone is my connection to the world, partly because that's how I prefer it, partly because I can't afford to pay several different companies for access to the same thing. I either fold and drop $300 on a new 4G phone and renew my contract with a tiered data plan and get financially raped and have to constantly stress about how much data I've used or I incurr a new monthly fee with, say, my cable provider to avoid having to pay out the nose to Verizon for access to the SAME content.
Rant aside, the bottom line is this: Verizon is lying. Let me say that again, Verizon is lying about the justification for this move. It's not about equal oppotunity bandwidth, it's about Verizon realizing they can increase their revenue stream... otherwise, wouldn't those tiered folks be getting throttled as well if they "abuse" and use "inordinate" amounts of data? Oh no, of course not, Verizon just bills them more. This scenario is as ridiculous as charging $20/month for text messaging, which, by the way, is also data.
Here's an idea Verizon. Why not take some of piles of money you're making by fleecing customers with "abusive," "inordinate" fees and upgrade your network to accomodate the very scenario that you as a company have been promoting, if that is in fact the real issue at the core of this. And maybe someone in your PR department will think really hard about demonizing your users in the future for using your product in the very manner it was intended and painting us as outside the law to the bulk of your client base. This little to do with heavy data users and everything to do with $$$ and possibly the inability of Verizon to meet the service needs of a exponentially growing smartphone market that it helped to encourage.
I have gone from highly recommending Verizon as a service provider to other folks to now being dissapointed and bitter from my experience. All of this, of course, occurred without any notification to me or any kind of notice either on my online account management or in my electronic bill, as they also apparently stated would occurr. More than likely this and the new tiered billing will lead to me seeking another form of connectivity and dropping my Verizon plan options to the absolute minimum across the board or switching phone providers simply because of how insultingly this has been framed, and I suspect I'm not alone... which results in less $$$ to Verizon. Good job, guys.

Spot on _ BULLS EYE!! You aren't alone. I want to validate your rant. Verizon went out of their way to sell me the same $59.99 unlimited broadband 4 yrs ago and have now been hassling me and twisting my arm with every aggravating phone call I make to complain. I have had the throttling removed three times. This time they said we can't remove it but change your plan and you'll be at full speed immediately. I am sick and tired of the lying. They all can't even tell the same story. Just last week I was told by more than one employee that my device must be bad because they don't throttle.
Occupy Verizon would be good - How do you get these ****** to PAY - Are their any Attorneys out there - I know they originally sold THOUSANDS of those plans. I'm ******!!!!!!
A Corporation that tells lies and different stories from its employees has to be held Accountable - Financially
Give me back my $59.99 per month times 48 months and its still not enough for the hell they have put me through. My computer has been slowed to the point my mail center timed out and was unable to download important PDF Contracts. HELLO!!! Verizon - Thats money out of MY Bottom line. Get it? THX

OPENREACH INCOMPETENCE, LIES AND DECEPTION

Similar Messages

Maybe you are looking for