Problem moving house

Hi,
I've been a customer of BT for 3 years and I am moving house in six days time NOW.
I cancelled service on the 28th June thinking I was going to Spain.
I phoned back on 5th July saying I had found a flat in UK and BT re-instated my account.
My new flat is BT connected but currently was in use by Virgin.
I phoned yesterday to see if all was OK and I was told that the earliest I could get communications was 2nd August.
This is 9 days offline. I received a confirmation online.
I phoned back and they said I had a cancellation on 23rd July, great.
I phoned back again 2 hours later as I had not received a new confirmation when I was told sorry its the 9th August.
I can't get this resolved.
I wonder if you could help.
I don't find the online help any use and I am hoping for a resolution today otherwise I will get Virgin re-connected and BT will lose a customer forever and an angry one at that.
What kind of organisation has such a long lead in time to install a line where there is a BT socket already?
Thanks for your help
EddyMartin

John,
That may be correct.
I expect better customer service than this, I would be offline for 9 days, both broadfband & phone, lucky I didn't have BT Vision as well???
They could have told me that when I phoned in early July [5th I think], then it could have been scheduled smoothly.
As a customer the date wasn't acceptable so I cancelled the move with my BT services and opted for Virgin who were in situ anyway and I will NOT have any downtime at all [and reduced costs as I don't need landline either].
Thanks for taking the effort to contact me whichis more than BT did, oh well.
Have a good week
Edward

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Options
on 13-08-2012 22h08
I am posting on behalf of my very elderly (88 years) mother who moved house three weeks ago and has yet to get her BT broadband to work despite at least five calls to the hepline and a visit from the engineer, (it took ten days just to get the phone to work)
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Hi all,
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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they cannot deal with service issues that way.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail, when its your turn in the queue.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
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There are some useful help pages here, for BT Broadband customers only, on my personal website.
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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
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