Over two weeks and still no phoneline or internet ...

No phone line or internet...Reported fault on 17th December, told would be fixed by 20th December, Called on 20/21 december to be told the fault was LOST in the system they would close it and re open.... told would be fixed by 25th December then told by 2nd January... Guess what... STILL NOT FIXED, UTTERLY DISPLEASED BT! also customer service is rubbish when calling to get update!
Had to miss searching for santa with the kids, paying for lovefilm etc without being able to watch the service, paying linerental to BT for nothing as can not use free evening or weekend calls.... unable to access any internet... and when i call BT, all i get is it will be fixed as soon as possible but it is a major fault... yeah i know, so fix it already

Hi suzz69uk,
Thanks for posting. I can look into this for you if you wish. Drop me an email with the details. You'll find the "contact us" form in the about me section of my profile. Once I have the details we'll take it from there.
Cheers
David
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

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Over a week and still no broadband?????

I wonder if anybody has had a similar experience?
I signed up for the BT boradband and call package (10GB) on August 23rd. I was told that my activation date would be September 13th. I was a bit miffed that I'd have to wait three weeks to be able to call out from my new home, but I was patient. When the 13th rolled around, my phone was switched on, but not the broadband (I had received the hub earlier that day). I tried everything and still nothing. Called BT and was told it could take up to midnight.
14th came. No broadband. I was told 'it should be on tomorrow'.
15th.
16th.
17th. I was told 'by Saturday, for sure'.
18th. 'By Monday, or anytime before then. We'll call you'.
19th.
20th. 'Tuesday by close of business hours'.
21st...guess what? Still no broadband.
To be honest, I'm pretty shocked. It's been over a week. The worst part is, the only contact I've had has been by my instigation....Only one person called me back to say it'd be on today. And since I've had to haul my laptop to my parents house just to type this, you can guess I'm still not connected. The funniest part of all this, is when I load up my Mac, I can see that my neighbours have also got BT broadband, so we obviously share an exchange. But they're online and I'm not. I've been told repeatedly that it's some issue with the exchange.
I don't really know what to do now. I'm pretty close to calling the whole thing off, but if I call again and another person tells me 'tomorrow' or 'by midnight', I think I'd go ballistic.
As far as I know, all the equipment is working fine, I have a dial tone, I can make calls...just the silly hub blinking that annoying broadband light (orange) at me. For those who have experienced this, did it ever get resolved? How long did it take? What happened in the end?
Thanks.

Hi and welcome ...
Drop an email in to a moderator ....
They will chase things up for you ... BT Forum Moderation Team <[email protected]>
Include your account detail, phone number etc.

More than 5 weeks and still no phoneline

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

Hi terri-ann,
If you mean can we speed things along any quicker I am afraid not
As the Infinity install needs an engineer to set everything up the time frame is really down to the availability of the engineers in your area.
I can keep an eye on the order for you though and make sure that everything goes according to plan if you would like? Try the contact us form again and just make sure that all the fields are filled before submitting it.
Ta
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">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’.

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Here is our iTunes Podcast URL which is magically (read stupidly) displaying a non-existent jpg file as our image:
https://itunes.apple.com/us/podcast/stephen-mansfield-podcast/id433416409?mt=2
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isaacdarnall.com
idintify media
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Over two weeks and still no phoneline or internet ...

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