Re: Broadband installation complaint

After ordering a BT line installation in mid february 2014, I have a go live date of 24th March.
When the 24th March came, I took the day off work, and BT didnt show up, they also didnt let me know they wern't coming. I had to call them to find out.
They told me external work was not complete (this is not acceptable as I ordered the line install 5 weeks prior). They said the work would be complete by the 26th and they would call to update me, They didnt call, I had to call them again. They used the same excuse - the external work was not complete and it would be done by the 2nd April - they will call me with an update.
Its now the 3rd April, and I have heard nothing, so I called BT and yet again, same excuse - external work not complete, they said they willl call me on the 7th.
the 7th April is 2 weeks AFTER i should have gone live, 7 weeks AFTER i ordered.
BT have failed to keep me informed on 3 occasions. And I am still non the wiser. Every time i call it is a different answer and outcome, this is not fair and I am getting to the end of my temper with these incompetent call takers and managers.
I spoke to a manager earlier today (3rd) and he is meant to be calling me back with an update (he was also VERY rude and unhelpful) - this most likely wont happen so I need this to be resolved.
My partner and I are both having to use our mobile phones to go through work emails at home without any broadband, which is making our phone bills VERY EXPENSIVE!
This needs to be resolved asap!
I have got to go through OFCOM and will be esculating this further!
What a useless company!!

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 may not be on duty for a long time, and your message will not be tracked properly.
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 within 5-6 working days.
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.
When you submit the form, you will receive an enquiry number, so please keep a note of it
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

BT Infinity installation complaint

I am writing this email as I am wanting to know what is the best route of complaint regarding the attempted installation of my new BT Infinity 2 connection.
An engineer from Kelly Communications visited my home a few days ago to install my new BT Home Hub, he hadnt been here 10 minutes before he informed that he needed to nip outside and do some work on my line from the CAB booth at the end of my street. 30 minutes later he returned to say he had unfortunately broken my landline connection and could not fix it or install my Infinity broadband connection, he assured me that a BT engineer would visit the same day and fix the problem and install my internet.
Nobody arrived and I have been left with no landline and no internet. I assumed they would be along the following day but again nobody visited my home. I then used a friends phone and called BT customer service to sort out the problem, only to be told that it was obviously my fault that my phone line was broken and I was to be charged £180 to fix the problem and that nobody could visit me for the next 5-6 days.
I am really not happy with the current level of service I have recieved and have no intention of paying to fix a problem that I had no hand in causing, I am writing this email to know who is best to contact to amend this problem in the quickest and most efficient manner possible.
Any help would be great as I was really looking forward to what I thought was going to be a good, quality internet service.

Hi
I am sorry to see you are having problems with your BT Service
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’

What is the BT Infinity installation complaint pho...

It's in the subject, really. We had BT Infinity installed three days ago and aside from the router having died already (Type A orange power light of death) and a replacement winging its way over, I want to complain about the installation work done. I would like either a phone number to action this or for one of the moderators here to pick up this complaint and action it immediately.
I should have checked it at the time, but yesterday as I was bringing my bins in I checked the work done on the outside of my house to put the cables through the wall for BT Infinity. The engineer who did the job has managed to completely smash up the brick he's gone through, with large chunks having sheared off and just been left behind bushes in front of my property. For comparison, just next to the BT entry point is work done by Sky engineers who managed not to cause damage.
The bloke was a contractor (MJ Quinn integrated services), not a BT employee, and I understand these cowboys are paid per job so it's in their interest to rush. I have however confirmed with my solicitors that since my dealings were with BT, BT are responsible for the damage caused.
Solved!
Go to Solution.

lol thats a blowout. They do happen though especially if a lot of pressure is applied to the drill and you happen to be going through the middle of a brick. The installer should have at least applied silicone to the hole and tried to put the brick back together. Sky bloke was lucky in coming out where he did otherwise the same could have happened to him.

Installation complaint

Hi
I want to complain to BT about the workmanship of the engineer who came to install my 'faster broadband option 3'.
I would like to send BT a couple of pics, please does anyone know how I can do that?
Basically the engineer ran a new wire through an extractor on our wall, over the outside of the frame, cracking the plastic slats when he drilled straight through it.
Many thanks
Angie
https://mail.google.com/mail/?ui=2&ik=5e8154063c&view=att&th=131b2edfb73064f5&attid=0.1&disp=inline&...
https://mail.google.com/mail/?ui=2&ik=5e8154063c&view=att&th=131b2ee0e0e8caa0&attid=0.1&disp=inline&...

You could try this link here It is taken from the openreach website>contact us, there are a couple of headings your complaint falls under.
(If I have helped you in any way to say "Thank You" please click on the star next to the message. Thank You)
If I have solved your Issue please click the "Mark as accepted solution" button.

Broadband installation

Hi
I have two emails from our friend Mr Buckley, one telling me my broadband service will start on 7/8, another (earlier) one saying it would be the 14/8.
Both are keen to stress I shouldn't do anything until I receive an email from BT telling me they are ready.
As I didn't receive any notification on the 7/8, I assumed I would probably hear something today, but of course have not. Having tracked my order it is marked as complete.
So was it installed on the 7/8? What do I do? I've tried the stunningly appalling customer service lines (wait for ages, then speak to someone who clearly has no idea at all what you're talking about - as an aside, how can a communications giant be happy about the fact that really are dreadful at communicating?).
If someone could advise I'd be grateful. Many thanks.

The forum is moderated by BT staff so in answer to whether the boards are read then yes they are. In answer to if they have any conception to how bad the customer service is then yes if by the number of complaints there are on this forum.
I think it will take a massive change of policy/direction by BT management to get their customer service sorted out and whether or not they have the will or ability to do it is open for debate.

Excess Broadband Usage - complaints experience

I have been a BT customer for some while, registered for paperless bills, set up on BT.com with an email address of my choice prim login and primary communication and making payments by Direct Debit. BT cold called me (I am guessing around 12 to 18 months ago) same renew my package.
in December I noticed a £100 excess broadband usage added to my bill. This prompted me to look back over previous months and, sure enough, around £50 per month had been added historically. There is a limit to how far back I can look online and I called BT to complain. I could write a book on the issues and barriers around BT's complaints process but that would distract from my primary concern.
Firstly, I was sold a package I was told was limitless. This was renewed in the cold call mentioned above. It transpires I was placed on a 10gB limit. Conveniently BT have deleted recordings.
That would be manageable as BT has a fail safe (plastered across its web pages) in that they email you when approaching or exceeding limits. Wrong! They didn't send one email to the email address with which I was registered tor my account to warn me. 5 seconds after the 2nd stage of the complaints process is complete (not to my satisfaction) BT sent me may first warning.
The 3rd stage complaint handler acknowledged how a customer could be confused by the above and offered to meet me half way on the overcharge excess costs over that period.
At no point has BT provided the summary history I had clearly requested on several occasions. This must be in the region of £790 as I was offered £395; insulting at best!
How many other customers are blissfully unaware they are exceeding their limits? What controls do BT have in place to identify and alert these customers, or is this a systematic control failure or known source of easy income?
i have been very clear in all calls of my position. I feel ripped off and subjected to poor complaints handling. BT has now acknowledged how I could be misinformed and in this position, yet still think it reasonable not to return a full refund. In a highly regulated industry I hope the regulator, ADR, press, web positings and consumer TV programme routes open to me will highlight and resolve my problem, and potentially who knows how many other customers'.

Suckered wrote:
That would be manageable as BT has a fail safe (plastered across its web pages) in that they email you when approaching or exceeding limits. Wrong! They didn't send one email to the email address with which I was registered tor my account to warn me. 5 seconds after the 2nd stage of the complaints process is complete (not to my satisfaction) BT sent me my first warning.
First email alert received to my registered email account 5th Jan 2013.
If you work for BT but aren't from the customer care team (to which the previous poster kindly suggested I write) please don't get involved unless you can resolve my complaint. This was posted for help and to hopefully alert BT and its customers of a potential problem, not to be "topped".
Have you ever logged into MyBT and checked your usage? If you have you would see when and where to they send the emails, regardless of the registered email address.
Working for BT is not the issue here. Clearly you did not take personal responsibility and refuse to, that is not my fault. If BT are offering you some money back I would take it, otherwise it could cost you more money in the long run.
Taking the attitude of your posts, it sounds like you had a broadband package from BT and now you have found out that you having been paying over the odds for and now you think you are entitled for your money back, well there is a saying "buyer beware".

No free BT Broadband installation

As suggested on this forum I am starting a new thread.
My Mother, took a Broadband package on moving into a new premises and too has been charged £130 for installation. She is in receipt of a letter confirming the installation and charges which was -£130. I raised a query with BT by email and she received a call back saying that the installation should never have been free!! Where do I go with this now.
She was charged a total of £210 for the installation payments to May 11 and the remaining bills from her previous address. I did note that the customer no on her BT broadband package differs from the last bill sent. My Mother is in her late 70's and is easily being fobbed off by BT customer service.
Any help gratefully received
Solved!
Go to Solution.

Hi Dean78,
Please don't use a different email address otherwise we'll end up picking the emails up and double-handle! If your email's there we'll definitely get to it, don't worry.
I did check by searching with the email address you used to register on the forum though and I can't find anything from you - if you used a different email address can you PM it to me and I'll take a further look for you?
Thanks,
Stephanie
Stephanie
BTCare Community Manager
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post. If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Intermittant Broadband - POOR complaint handling

We moved to a rented house in May 2011 and our Broadband only works about 60 - 70% of the time. Despite numerous calls to BT we have given up reporting the issues as it will work after a few down days. After a call a few weeks ago I wrote a complaint letter asking for it to be looked at by a UK Based Manager. Despite inclusion in calls to ensure our account says I work shifts I received a call about my letter yesterday from BT on a Saturday morning, this call was cut off after a few mins and they didnt call back. Then I am woken up at 9am on Sunday morning (today) and told they are putting me through to technical to try and sort the issue. BT seem to have no comprehension of what the actual problem is. I said I wanted to talk to a senior UK Based manager this morning and was told that obviously they didnt want to help me but the team in Deli did want to help. I questioned again that no one in the UK wantaed to help customers and was told I was correct. So despite writing a letter in English, and posting to a UK address to British Telecom, they feel that at no stage of complaint does it warrent someone dealing with it that actually cares. The caller this morning was very quick to hang up when i said I didnt want to continue the conversation as it would go nowhere as usual. before I finished the sentence i got "bye...beeeeeeeeep". At a loss to know what to do now. Any suggestions on who to write to or email or call would be appreciated. All my file notes and copies of complaint letters are now being sent to OFCOM and Watchdag also.
Cheers.
Simon.

Hi Welcome to the forums
Here are some help pages done by CL Keith http://www.btinternet.com/~cbeddoe/speed/Speed.html
also post your full hub stats details shown in this link http://www.btinternet.com/~cbeddoe/others/adslstats.html
Can you also post the full results fromBT Speedtest speedtester.bt.com
Have you tried connecting to the test socket at the rear of the master socket
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
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’

BT Delaying Broadband Installation

Is anyone else having problems with BT at the moment? I've tried to sign up for a broadband package which was supposed to have been installed midweek, last week, but BT had some issues and promised to install it this morning instead. Now BT are delaying installation until 1st July due to some kind of queue admin issue. BT have really mis-managed this order and I'm wondering if this is normal?

Yes mine is messed up too, due to BT incompetence. I have no broadband at my house since I moved in 6 days ago despite gving them 6 weeks notice. They tell me to wait another 4 - 5 days.....
Tried calling them many times and all I get is a foriegn call centre, with an operator who has no idea what I am calling about, despite calling them 7 times before.
It is terrible in this day to get this service, BT try to stop to stop you speaking to anyone who can help, by their automated call system.
Why did I take a a contract out with them?
I am sooooo annoyed by them.

Failed broadband installation

Can anyone give me a number to call of someone in authority who can own a problem and resolve it. I ordered broadband on the 21 August and still haven't got it after a catalogue of errors, failings, lies, and numerous promised connection dates, all passed and still no connection have spent literally hours on the phone going round in circles listening to masses of apologies and we can sympathise and we will compensate you and it will definitely be connected etc etc etc.
Please don't tell me to contact customer service, order management, complaints etc I have spoken with all these and more, many many times and all to no avail. I need someone who can own the problem and solve it.
If anyone can help many thanks. END OF MY TETHER NOW

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.
Once you get a reply, if you click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
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 within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. 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.

New Broadband Installation

Hi. Has anyone else had problems getting connected and setup with sky broadband. I talked to a guy about joining sky and explained I would need it set up ASAP with talk included as I have a mum 200 miles away and the telephone and FaceTime is my only communication with her. He said it wouldn't take long. Booked me in for last weds. Guy came said but would need to put a new line in and went saying it's usually done within a couple of days. Still I'm here waiting. But phoned and discussed a new line I told him we already had one. With that he said great it will be connected I days now rather than weeks. Still not connected. I wish I had never signed up with sky being out of touch with mum is such a worry . Wish sky had been truthful and told me it would take weeks then I could've gone with another company. Thinking of cancelling the order altogether now.

Well I'm still waiting for sky to get open reach to put a new line in. I was told by 10 th August the open reach guys would've finished the work and the line in. No such luck. I'm fed up with sky asking me if I have seen work taking place outside. No I haven't. No one has been here, nothing done. It's now been over two months since I joined sky in this day and age it's terrible I've been waiting so long. How do I get sky broadband and phone when they keep fobbing me off with excuses for open reach failing. Surely they should be asking open reach what is going on or should I say not going on.

Sky / broadband installation

Sorry not sure if this is the correct forum. I ordered sky tv, talk and broadband to be set up by two engineers on Friday 17th in the afternoon as I am working in the morning. When I track my order both are now shoing as AM instaltions (phone line TBC). How do I ensure this is corrected?

Sky will only install your TV service so if you need this changed then give Sky a call.
Unless you have no phone line at your property BT Openreach will do the job to connect you to the Sky Broadband network.

BT Broadband Installation

Hi,
I'm having BT Infinity installed soon and had a few questions.
Our master socket is by the front door with no power sockets; currently my router is in the loft room with my computer, is it possible to have a cable run from the master socket to the loft so I can have the hub there?
Regards,
Stuart
Solved!
Go to Solution.

Hi Stu
The engineer can make an existing extension socket the master socket and the old master an extension socket. To answer your original question he will be able to do what you want it's called a Data Extension Kit which can be run up to 30 Meters.
Just ask the engineer and he should do it, there are few on here who say that some contractors don't do this. So I hope you get an Openreach engineer and not a contractor.
If this helped you please click the Star beside my name.
If this answered your question please click "Mark as Accepted Solution" below.

Complaint: very delayed installation and appalling...

I moved into a new build house on August 3rd last year and have been kept waiting 6 months for a telephone / broadband installation without any explanation of what is causing the delay from BT, or of how much longer the delay will continue.
BT engineers have failed to attend my property on the given installation date on three seperate occasions (28th September 2012, 29th November 2012 and 7th February 2013).
One each of these occasions in addition to not turning up on the date promised BT failed to notify me that they would not be turning up, thus causing me to waste a day's holiday from work.
On the last occasion I rang up two days before the Engineer was supposed to visit, and was assured by the BT call centre 100%, that he/she would definitely be attending, and then two days later they did not attend.
I have had my original order cancelled without being informed of the fact by BT. I only found out that it had been cancelled when I rang up to inquire about its status.
My online BT login associated with my original order has also been disabled with no expantion
I have experienced very poor service from the call centres which I have been forced to use.
On one occasion I had to explain to the BT call centre employee that a UK address needs a house number in addition to a street, town etc.
On another occasion the BT call centre employee kept me on the phone for 40 minutes, and asked for the same identity details 3 times, after which he said that somebody would ring me back tomorrow which they failed to do. It should not take 40 minutes for somebody to say he cannot help and make a false promise to ring me back.

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’

Installation Problems and Inept Customer Service!!...

I moved house back in August and requested a transfer of my BT phone and broadband package from my old to my new address. My phone line was installed at my new property on 8th September and the engineer managed to get my broadband hub working also, but said the broadband installation team would be back to complete the installation properly.
Needless to say, I never heard anything back from the broadband engineers, but had a working phoneline and wifi. Until two days ago, when I recieved a text saying BT had been trying to contact me and could I call them back on an 0800 number with a VOL refernece number to provide. At the same time my broadband stopped working.
On ringing the number provided, on the 3rd attempt after numerous hours of waiting due to a 'system reboot' I spoke to someone who told me I had requested to cancel my phone line and broadband and that was being actioned. I certainly did not make such a request but did not seem to be able to make any progress with resolving the issue.
After speaking to numerous people on many occasions in different countries and wasting hours of my time on hold or speaking to completely useless, inept customer service assistants, my phone line at my new address has now been cut off and I have no working broadband. Again, after several difficult conversations, I receive an email to say my phoneline would be reconnected but I would have to wait until the 8th October for my broadband - except, wait for it, this was all happening at my old address and I was going to be charged for the priveledge!
Again, more phonecalls, more time wasted to try and sort this - when I asked for the contact details of a customer services manager in the UK to make a complaint and confirm what on earth was happening, I was told this could not be provided.
I have never, ever come across such an inept and completely useless customer service department and if I had half a hope in hell of being able to get through to the right person, I would be cancelling my contract with BT. I am furious.
If anybody has the contact details for a sensible person who would be able to help me with this, I would be really grateful.

Hi sarahbradbury,
Welcome to the community and thanks for your post.
I am sorry to hear about the problems with your home move.
Please send me in your details using the "Contact The Mods" link found in my profile and I will get this sorted for you.
Cheers,
OlgaC
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’.

Re: Broadband installation complaint

Similar Messages

Maybe you are looking for