Sainsbury voucher

I applied for sainsbury voucher 13th March it is now 22 June still no voucher. I have spoken to appx 6 people all promising I would receive it within 60 days!. Sent a letter of complaint about 5 weeks ago someone phoned said they would look into it, have heard nothing since. Totally fed up now but they will not get away with it. I will not give up until they send it, as a matter of priniciple. Should of stayed with Virgin had no problems with them.

Hi Jeanette,
I've replied to you on http://community.bt.com/t5/Other-BB-Queries/sainsburys-voucher/m-p/549531.
Cheers
David
BTCare Community Mod
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Similar Messages

Sainsbury Voucher still waiting..

Hi I have been waiting for by Sainsbury voucher (£100) for over 2 months since our service started. I claimed my voucher online on 26/02/2015, it's been well over 1 month since claiming and I am beginning to wonder if there is an issue here?
Can anyone help please?
My order number was **Edited**
Solved!
Go to Solution.

Hi ushae,
Thanks for your post and welcome to the community forum!
I'm sorry for the length of time it's taking to receive your Sainsbury voucher. You can send over your details and we'll check what's causing the hold up.
Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.
Cheers,
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’.

Sainsbury Voucher scheme

I was a new customer to BT broadband and it was installed on 16/7/2013. Still waiting for my Sainsbury voucher which I claimed online on 24/7/13. I satisfy the criteria. I have just received an e mail from BT which states and I quote " We've checked your claim for a Sainsbury's Gift Card. Unfortunately your order does not qualify as it did not include an order for broadband. " This is the latest obstacle I have to overcome and I'm now beginning to regret switching from Talk Talk. Is there anyone out there in BT who does care about their customers. I feel as if BT have taken my cash and now couldn't care.

The forum mods will reply to you here and give you their link when they read your post
Please do not send them a PM as this is not the correct contact method and this may delay any reply from them as they may not be back on shift for some time
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’

Another sainsbury voucher no show!

Hi,
Registered for my voucher back in 8/14.
Never heard anything so searched online and found these forums, I've already emailed the link you've supplied to others, with no luck.
Could someone please look into this for me?
Regards,
Matt

Welcome to this customer forum.
Please use this form to chase up your Sainsbury Gift Card.
https://bt.custhelp.com/app/contact_email/c/6090
This is the same method that the forum moderators would use. There is a delay in issuing gift cards at the moment.
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.

Sainsbury voucher not arrived

Hi,
My 1st post here. Here goes.
I am yet to receive my voucher which was stated that I would get it within 30 days. Still yet to arrive.
I have contacted customer service a number of times only to be passed all around the place, even in live chat.
This place is my last resort.
Please please can somebody help??
I have noticed that a lot of problems with these vouchers have been successfully sorted out. So please if possible can you help me out
Thanks in advance
Matty

Hi Matty,
Welcome to the forum, we can chase this up with the vouchers team. Please use the 'contact the mods' link in my forum profile to send in your details. You can find the link by clicking on my username.
Thanks
Neil
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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Free £50 sainsbury voucher.

Hope someone on here can help. On 8 th of September I ordered infinity, it was in a time frame where I could claim £50 of sainsbury vouchers. I put my claim in but have heard nothing back. On the claim firm at the time it clearly said if I was new to infinity I could claim but nothing. If there is someone from BT on here please could you assist.
Thanks in advance,
Adam elder

Hi Adam,
Welcome to the forum.
Please send in your details and we'll look into this for you. You can get our contact link by clicking on my username.
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’.

Re: Still Have Not Received My £100 Sainsbury Gift...

I also got BT infinity2 installed and it had been nothing but problems from day 1. Ordered and Sainsbury voucher claimed in September 2014 and still has not arrived.
I honestly don't understand BT at all, how is this business surviving? Its almost as if they are holding up the British public to ransom

Hi flatpete,
I've created your own thread as the one you've posted on was quite old. I'm sorry your voucher has not arrived please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details and we'll raised this with the gift card team. You can find the link by clicking on my username.
Thanks
Neil
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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Still Have Not Received My £100 Sainsbury Gift Vou...

Hi,
Please can someone help me.... I still haven't received my £100 Sainsbury Gift Voucher after taking out a Broadband Package on the 1st August 2013. It states you receive this after 45 days and obviously it has gone past that date and I have had nothing.
I am quite annoyed after seeing so many others having the same problem, thought it was too good to be true!
Please can someone tell me when I will receive this voucher??????????
Thanks
Channie

Hi Mervync1,
Thanks for posting!
I'm sorry for the delay receiving the Sainsbury voucher and that you're having problems with your BT Broadband and BT TV service. You can send me over your details and I'll get you sorted from here.
Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.
Cheers,
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’.

Good Sainsbury's News

Activation date was 17th March and claimed gift card next day,had email saying checking details. A week later got a text saying claim was accepted, wait up to 30 days.
Today 30th March card delivered by Royal Mail Signed for service and for the correct amount!
Not much help for all those getting problems but for me it was seamless!

Hi wikum,
Welcome to the community and thanks for posting.
I'm sorry that you haven't received the Sainsbury voucher. I can chase this up for you from here. Click on my username and under the "about me" section you'll see the link to get in touch with us.
Cheers
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’.

Missing Sainsburys Voucher

I ordered BT Broadband at the beginning of 2015, on the understanding that I would receive a £75 Sainsbury Voucher as a new BT Broadband customer.
After our Broadband went live (29 January) I filled out the online form to claim my voucher and then.......nothing.
Waited (patiently) until mid April when I contacted BT again, to be advised that I was eligible (Yep, knew that) and that I would receive my gift card within 21 - 30 days.
On 20 May I contacted BT again to advise that I was still waiting. Told that I was eligible (Yep, still knew that) and that a replacement (??) card would be sent out by recorded delivery and that it would arrive within 15 days.
It's the 18th of June. Still waiting.
Is there any hope of me my receiving my promised gift card?
Andrew

Hi aj_mackay,
Sorry about this, we can chase this up with the voucher team. Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.
Thanks
Neil
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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

What customers can expect from BT customer support...

(In reply to the email at the bottom of this post. I am happy to discuss this with other members but please familarise yourself with the post first. I know its a long one, but I tried to make it as detailed as possible)
Hi Samia,
I don't want to give the impression that I like complaining, so I'll keep this factual until the end:
I signed up for infitiy 2 package with phone line in the first week of July. After purchasing the product online I called to arrange an engineer to visit who would install the product. During this time I asked about the £50 Sainsburys voucher promised at the time of signing up and was assured that they would arrive automatically within several weeks after my product was activated. The broadband went live during the 2nd week of July. One of my parents in a seperate address went through an identical (please understand the meaning of identical) process in all regards and after 4 weeks had not received the £100 Sainsburys voucher promised to her. So I started to contact the customer support team.
I was told by Ravi Prassad on the live chat support that the vouchers would arrive within 5 days for both addresses on Wednesday 9th October - 8 Days ago. There is a full log of this chat included after this email, people can jump to it by searching for reference "Appendix.1".
I was unhappy with his manner during the chat log, it was lackluster, using words like "okay" and "yeah" to answer qualitative questions I posed to him. So I contacted both phone support and the online live chat support again. I was speaking to Harold from accounts on the phone and Mudassir Ali on the live chat. After requesting it, both of them assured me that a manager would contact me, specifically by phone, with my mobile telephone number provided at the time. The time frame was to expect the telephone call from a manager within 24 hours. I did not receive a phone call of any nature on Thursday 10th October. The chat log with Mudassir is also available below entitled "Appendix.2".
On the morning of Friday 11th October I contacted the phone support, this time getting through to a male customer service agent by first name Kin, he had an american accent. Kin apologised for the unprofessional service that I had been given and assured he would rectify the problem. He himself was professional in his conduct and convincing with his words. His exact words were that he had sent an email off to the "corporate office" requesting that I be telephoned that same day as a priority, in light of what had happened during the previous 24 hours. I did not receive a phone call of any nature on Friday 11th October.
On the morning of Saturday 12th October I contacted the support team again by phone and eventually got through to Niscive. He and another colleague tried to further assure me by raising what they referred to as an "Enquiry Confirmation Number" ticket (******-******) and I was once again advised that I would receive a phone call on either Monday or Tuesday.
After this I left it until 6pm on the night of Tuesday 15th October before contacting support again. I got through to a CSA agent who told me over the phone that it was his 2nd day answering calls. I was put on hold often however had told him not to worry about doing so, I simply wanted the issue sorted. After confiding in his colleague several times he assured me me that the vouchers would arrive in 2 days, on Thursday (today, 17th October). He repeated this statement several times before saying that he would personally sort it out if there were any further problems. I then re-raised the question of why management had not contacted me. It took several attempts to get this question through his limited teaching and it was a frustrating experience. In the end he advised me that I could expect a phone call from management with an explanation for the events that has happened. He said the managers name was "John" and I was to expect a phone call within 30 minutes. I received no phone call of any nature on Tuesday 15th October.
I was getting pretty tired at this point, I had spent an estimated 6 hours on the phone to BT trying to solve both problems (lack of vouchers and unsatisfactory customer service) so I decided to wait until today (17th october) to see if the vouchers arrived. Unsurprisingly they did not arrive with this morning's post. Then at 11:30am I receive this email from yourself (at the bottom of this post) explaining that I have to wait a further 3 weeks (15 working days) and you attempt to give me permission to re-open the enquiry after 14 days if unsatisfied, but your wording suggested I was unable to do such a thing before hand. Well this email will be getting posted, in full, on your public forums, as well as printed off and sent to BT head office and Sainsburys (BT are tarnishing their image). I might even pop in to Belfast in person to visit the BT-tower on the Laganside with a copy to hand in in person. I will of course blank any of my own sensitive information when posting this on the forum.
During the various phone calls I experimented with different options. There is set of options on the phone to go through to a complaint line. When selecting these options you get warned by a pre-recorded voice before being notified about being placed in a queue the following; "We are very busy at the moment and it may take considerable time before we can answer your call" as opposed the message you receive on the accounts holding loop "We are very busy at the moment and apologise for the delay, your call will be answered as soon as possible". It is also worth mentioning that there is never a wait on the sales team line at all.
Time for an opinion because this service is nothing short of a joke, and completely sub-standard in compairison to my previous ISP, Virgin who always took their customers very seriously and treated them with respect. BT seem to treat theirs as if they already own the person's credit card and pin code and there is nothing the person can do. Direct debits are not so hard to cancel, so it is within BT's monetary interest at this stage to ensure I don't have wait any longer than 5 working days for the vouchers to arrive. If your system is too slow to process things that quickly perhaps one of the amazingly lazy managers can get off his/her backside and personally purchase and post out the promised voucher to this disgruntled customer.
Appendix.1

All of my personal details were omitted from the original post when the moderator >heavily< edited it removing all of the proving information of what has probably been my 2nd worst customer service experience with a company so far. All of this 5-6 working days stuff is utterly useless too. I want the vouchers sent out as promised by your own customer care team SEVERAL freaking times. I'm going to go off and see if I can find more public methods of name-and-shame because BT and the majority of its employees are completely unwilling to be accountable for their actions.
Oh and the very fact that a moderator has had time to come in and EDIT my original post but not provide support on it, is another joke to add to the book of "BT GOT YOUR MONEY FOOL HAHA".
Just look at these links:
Guardian Newspaper:
http://www.theguardian.com/money/2012/sep/28/bt-broadband-missing-sainsburys-voucher
-I'll be emailing them the transcripts, with all names & codes omitted to respect privacy, but everything else intact.
£100 Voucher not honoured:
http://forums.moneysavingexpert.com/showthread.php?p=63426257
Waiting for 158 Days!!!:
http://forums.moneysavingexpert.com/showthread.php?t=3940163
-Atl least we can enjoy the fact that this is a legal breach of contract and thus all "18 month" terms are out the window.
It's in the post:
http://community.bt.com/t5/Bills-Packages/50-Sainsbury-Voucher-in-the-post/td-p/494455/page/13
Still Waiting:
http://community.bt.com/t5/Bills-Packages/Sainsbury-s-Voucher/td-p/457413
The Wrong Side of 50:
http://wrongsideof50.blogspot.co.uk/2012/11/why-you-want-to-avoid-sainsburys-gift.html
These problems have been plaguing customers for over a year.

Re: Who can I complain to about a new order being ...

Ordered on 5/05/2015, online, via a Quidco referral. £160 cashback, £50 SB voucher promised.
Delivery of equipment date missed.
Phoned BT, told "order being processed, don't worry"
Original connection date? 15/05/2015
Requested to keep the existing landline number. Told this was okay, would be switched 24 hours after BB activation.
16/05/2015 - no connection. no hub. Called BT, still no equipment. There was a problem, because fibre was already active, with previous account holder.
15/05/2015 connection date changed to a new date of 26/05/2015.
Had to do a completely new order over the phone. New problems now because NOT ONLINE ORDER want us to pay more.....
We received the "delivery" we were waiting home for - a box that was designed to fit through the letterbox....landed on the doormat. No need to wait home....
Existing BB connection cut off on 26/05/2015
Broadband was supposed to be reconnected on 27/05/15.
An engineer called on his mobile to gain access. We had not been told one was attending/required. We were not at home either.
The job was eventually rebooked for 1/06/15. The engineer arrived at 8.25am, was there for 5 minutes, left for about 25 minutes (cup of tea i dare say) and then returned, and everything was working. Well, everything but the TV.
The same issues as the OP, paid 1 years line rental up front, via a credit card, paid £36.95 connection and delivery for the fibre/hub. No payments were taken, fortunately. TV package was ordered at the same time too. Its 04/06 now, still no TV.
Still waiting 9 days after original BB install date, no TV equipment. (It's supposed to be here tomorrow, the 5th June, fingers crossed) 1 month after order (not bad by others stories, but still 3 weeks later than original date.)
There have been additional issues. Lengthy phone calls as the order is now "a telephone order", not an "online order" - so we are troubled about losing the £160 Quidco cashback.....and the £50 SB voucher. We have been assured by two people on the phone that we will receive these amounts.....but we have also been lied to as many times too.
Received email detailing "Activation fee Infinity 1 option 1 £30, Activation fee infity 1 £30, total to pay £60
Phoned BT, told this was an error they said they would remove it from the bill
Received a bill today, DOUBLE activation charge for same product STILL ON THE BILL.
Wanted to pay 12 MONTHS line rental up front, TOLD BT REPEATEDLY. But you won't sort it out for us.
Why should I pay the first months line rental and then another 12 months up front when you get around to sorting it out, effectively tying myself into a 13 month contract? I may want to leave, after all, everything goes up in price when the 12 months discounts end......
Renumbering? 3 or 4 phone calls to BT. Still not done. 30 second phone call today says it will be done "tomorrow, but after midnight" Thats the days AFTER tomorrow then?
The whole process has been nothing but stress. It took over half an hour on the phone just two days ago, to sort out the mess with the missing TV package.
Ordered the TV package online as part of the "QUIDCO" deal. No activation fee mentioned. Order confirmation received - no activation for TV package mentioned.
Latest call to sort TV package, tells me £35.00 activation fee. The guy had no idea what we had already "ordered" - it looks as though you don't actually keep records of what people order at all??
Original TV package confirmed as "BT Sport Albertz" package. He apparently after working at BT for 20 years, had never heard of this TV package. He denied its existence. Its on my email.
I only wanted the Netflix (£6.99, two screens) and no additional TV channels. Online, the activation is currently showing £19.00 I cannot remember seeing one, and it hasn't been mentioned. Who knows if it wasn't on special offer the day I ordered? Your offers change constantly. He says he has to put £35, but ask for it to be changed to £19 because it was originally online order. We have not received confirmation of these prices yet.
So to summarise. Pathetic customer service. Failed communication. Lies. Lack of decent record keeping. Pricing changing. Overcharging.
£30 too much STILL on first bill.
£35 instead of £19 for activation of TV, not yet received or confirmed.
Lost discount because you REFUSED TO SORT OUT LINE RENTAL SAVER. (£33.98 loss)
If I pay this now, on month 2, I am forced into 13 month contract with yourselves resulting in further losses due to increased costs)
Potential loss of a)£160 Quidco referall due to fractured ordering. b)Sainsbury Voucher of £50 because offer has changed since original order date.
Amount of stress - £ priceless.
Yet to see if TV package arrives and is connected. But because TV package is now running a week behind the contract dates of the broadband, this will mean that if I cancel the BB after 12 months, I will not be able to use the TV package, as it WONT WORK. So, BT have you ensured I suffer further losses? The phone line was switched over on the 25th May, BB on the 1st June and now TV should be 5th June. If it arrives/works. So who is paying for my 13 days over contract that is being enforced by yourselves, since I will be forced to keep the phone to keep the BB (at £10.50 extra) to keep the TV working? And are you, at that time, going to try to make me pay the £13.50 for the BT sport that I don't want?
What do we do? Because I am sick to death of trying to communicate with people in India. They're lovely, but they really don't understand me when I'm rabbitting down the phone 100 miles per hour because I'm wound up at having to explain the same thing over and over. Why can't we just email you? Or is this a job for the Ombudsman. This is really poor service.

the ombudsman does not deal with individual complains although they would take a note of your pronlem
only people that can help here are the forum mods who are BT employees they will post a contact us link
After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email
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’.

I have been promised BT Infinity speeds over Coppe...

On 31/10 I went to BT website, entered my postcode to see what services I could get and ordered BT Infinity 2 (with £125 sainsbury voucher offer). upto 78mb speed Yay!
Was given an installation date of 11/11 with activation within 24hrs.
On the 4/11 I got a text saying the order was on hold as they were trying to contact the previous line owner,
who had moved out on the 31st, having sold the house to me.
I phoned BT and explained to them that the previous owner no longer lived there, and that they had disconnected the telephone line anyway. I was assured the order would progress and the hub would be delivered on the 11/11.
Came home on 11/11 expecting to find a parcel with the hub, but nothing so left it till the next eve and still nothing.
Phoned again and told that the order management team would give me a call back in the next 24hrs.
On the 13/11 (eve) I got a phone call from order management team telling me my service would be connected on the 19/11.
I said this was unacceptable & in breach of agreed contract, but they wouldnt budge.
Asked to speak to someone higher up and passed to another lady, who kept calling me Colin. (my surname is Collins).
She said they were still waiting to talk to the previous line owner to take it over, so i repeated that the line was dead and the owner had moved out 13 days earlier.
Again, i asked to speak to someone higher up and was promised that the service would be set up today (14/11) and activated on Monday. I asked about the Hub and was told this would be delivered 'next week'.
By this time I was so frustrated I contemplated cancelling the whole order and seeing what other ISPs were in the area.
To my shock, I found the fastest speed available to the village I leave in was 17mb as there is no fibre optic!
I checked my BT order status this morning, to find that the BT home Hub 5 has been dispatched, so I phoned and asked to speak to their technical engineers to see how I can connect a LAN port to a copper telephone line!
I was passed yet again to the order management team, who told me my order had been cancelled as they couldn't provision a port at my local exchange, but the broadband team were preparing the connection for the 18/11.
I said I was not surprised as there is no fibre optic in the area. The lady suggested she ran a line check which I said was probably a good idea.
She came back and said there is no fibre optic to my address, only copper telephone line. Yay!! progress!
She said she will pass this info to the expert team and organise for an engineer to test the line and may require an engineer for installation.
She then promised that I would still get BT Infinity speed that I ordered, so i said can I have that in writing which she emailed me and texted me.
So lets see what happens next week. I am not holding my breath!

wilthewiz wrote:
Don't cancel, make them provide what they're contracted to provide
How could they do that if there's no fibre optic cable to his street cabinet?
Openreach manage the infrastructure, BT Wholesale sell the services to ISP's, BT Consumer is just one ISP.
My advice would be to cancel before the activation date if that is what you are considering. Once activated you are locked in to the contract and liable for early termination charges if you cancel within the contract minimum term (usually 18 months). You can officially complain but that can sometimes take months to get processed, and may not necessarily come out in your favour.

Re: Lies, broken promises, loss of work, insulted,...

Oh My Goodness,
this story is DE JA VU to my ongoing issues.
Same scenario ordering a package on line, getting a confirmation contract both in the chat transcript I had online agent as well as a a confirmation email, to the package i ordered on the That of December. Yet in January upon follow up, to also being told that i no longer can have what i ordered due the 'COMPUTER saying NO' as the package in no longer available. Hence loosing out on a speed / capacity, and to make matter worse I will loose out on the promised £100 sainsbury voucher!!!!! (also recorded that I will receive this in my transcript with the agent)
After approx 15-20 phone calls with various support operators in India and 4 hrs of total talk time, still yet no resolution, no assistance from a senior manager from customer service or Sales to call me (requested 4 times), hanged up on from the office in India 4 times.
Constant false promises, no call backs , no refunds, forced to sign up for a package that offer 1/2 of what was promised for the same price. Need I go on???
And for the final straw a BT engineer doesn't rock up today due to not having a fully qualified multi tasked engineer in the area to perform what is needed? (I have just taken a day off work for this...wheres my compensation????)
There is a lot more specific details to the story which I will not bore you with the details, but I am extremely exasperated and so upset that I switched from Virgin whom I had been a loyal customer for so many years mainly due to their fantastic and personal customer service, and cannot understand as to why a senior member of the sales/customer service team cannot contact me to resolve my issues once and for all!!!!!!
ALL I WANT IS WHAT I ORDERED AND WAS PROMISED ACCORDING TO MY CONTRACT...THAT IS ALL..Nothing more
I guess this is too much to ask and am thinking about taking this further and investigating a contract with OFCOM, if I don't get a resolution soon.

24/01/2014
To whom this may but probably won’t concern and in truth most likely get swept under the carpet!
My story…..
Eager to get super-fast broadband for my family, I was enticed by one of your offers. So, on December 8th 2013 I went on line and ordered up my package.
I was really looking forward to coming back to BT, and the package I chose was a fair one, and I hoped would see me get a great deal from it. Excited, I told my family, and how pleased they were that it was going to be installed before Christmas, with all of us looking forward to being able to enjoy the internet at its best with such things as Netflix.
But…. The story continues…..
2 days before the Engineers were due, I receive a text, it states I need to get in touch. I do. Only to be told that even though in black and white in front of me saying I have and did, that my home number was not requested to stay, therefore an Engineer would not be coming out and that I would have to wait whilst the package was reordered. Ok I thought, a bit of a bind especially as Christmas was just around the corner and we were looking forward to this, but hey, problems happen right? No problem I thought, all will come good, just be patient and wait for confirmation of a new instalment date…..
Are you still with me? This is where it gets interesting…..
Days and days went by, nothing, no communication from the world’s biggest communication company. So, I thought, just ring up, I am sure everything is fine…. Erm no!! The only communication I get is a bill, eh? A bill for what?????!!!!! Idiots!!!
After speaking to several and I mean LOADS of different people, all of whom could not help, and it turns out lied about what could and would be done, and hour upon hour of wasted phone calls, I am told, ‘Sorry Mr Pound, but we can-not help with your order as you ordered it on line, you will have to speak (TYPE) to the on line ordering team. Brilliant!! Such customer service. So with a heavy heart I took time off work, hang on, did I say time off work, yes that’s right your on line team only work during normal working hours, this is getting silly I thought, I am losing money wasting my time here, but I still wanted my package. So away I type, well what a load of help they were! Can you sense my sarcasm here? After hours upon hours again of typing, I eventually get rung, brilliant I thought, finally some customer service and this should all be sorted in no time…..
Well…..
I get told, ‘I am sorry Mr Pound, but we can- not offer you the package you have requested, it is no longer available, but we are pleased to offer you half the amount of package deal for the same amount of money for a longer tie in period’ Wow, unbelievable, go back and re-read what I was just offered! After hours and I mean hours of banging my head against a wall, getting false promises, I now get told I can-not have what I ordered, and that I have to pay more…. No way!!
So again I went on, pushing for the matter to be resolved, to eventually (I’m reckoning the 30th person I have had the pleasure of dealing with) after over a month from my original order, I get Rachel….
Rachel promises me faithfully she has it in hand, woop-woop I thought, here is someone on it, She will get all this sorted….
Well guess what…
I was promised that the order was in place, and to expect an Engineer on January 20th between 8 and 1:00. Another half day I am not working, these hours are really building now, but at least my product is on its way. I am also promised as a ‘sorry gesture’ (even though I had been previously promised so much more than this) that I would get a reduction to my anytime calls, an amazing gesture don’t you agree?
20th January….
Times ticking…..
12:45 pm, time to ring to find out what’s happening….
Wait for it….
‘I am sorry Mr Pound, the Engineer won’t be with you today’
WTF….
‘Mr Pound, someone has tried to contact you with this’
Me; ‘Well can you explain to me then how you have tried to contact me? I have email, a mobile phone which is set up for call lists/call waiting/ answer phone, I have a home phone which has an answer phone, and I have a post box, yet BT the communication company must have elected to use a carrier pigeon which must have got lost. Is this correct?’ Stony silence from the operator….
And on we go…
‘Mr Pound, I am sorry about all this (of course you are), I have passed your noted back to Rachel who will get straight back in touch (of course she will)’….
Dumfounded….
What seems to be the problem I ask myself, if BT don’t want me as a customer why don’t they just say so?
January 23rd….
No news, time to get on the phone again!!!
Another hour and a half later, I get to talk to Claire, she is just like everyone else, most polite, most apologetic, and full of promise. I no doubt she may well have actually pursued this until a positive outcome was reached. But alas, I was told by Claire that the mac code was now in fact out of date, that Rachel had not in fact put my order through and was left pending, so I , ME, had to get back in touch with Orange to re-request my mac code…..
The story is nearly at an end….
Have you got bored yet? Am I still getting your attention? I extremely doubt it!
Orange customer services January 23rd 9:00pm…
‘Hello Mr Pound, I am sorry you are leaving us, what has happened with your BT order?....
I explain all the above to them.
‘Mr Pound, can you just hold the line, my manager wants to talk to you?’
Yes of course
Manager; ‘Mr Pound, I am sorry to hear of your troubles, and that you still want to leave Orange, If I could put a deal to you today would you be interested in staying?’
Yes of course
Manager; ‘Mr Pound, how does the price with BT sit with you?’
Fair I said
Manager; ‘If we offer you at the same price, unlimited broadband, unlimited anytime calls, 1000 mins to mobiles, 1000 mins to overseas, would you be interested if we can get this in place within 5 days?’
Yes, I said, yes please!
So….
BT, you have failed me, my family, your competition, your word. I can’t tell you how relieved I am to not feel I have to come to BT for an upgrade in service.
Enclosed with this letter is a bill, it is legitimately from my business for loss of hours. On it is the calculations for all lost working hours which have been forced upon me by your lack of customer service and problem solving. I do however expect that you will not indeed respect this in the slightest, but if you do not I shall most likely put a claim in through the small claims court, it is of no cost to me yet a burden to you. If you are still reading this letter then I suggest that possibly a manager would like to read it? Your BT home-hub which I still have, I shall be expecting to be collected via courier, I shall not be wasting any more of my time and effort in wrapping it and posting it for you. I expect all bills and pre-paid for services which I have made to be fully re-paid in to my account, yet somehow I also doubt this will happen.
If you feel it necessary to contact me, please do only if you are prepared for a sarcastic tongue, unless it is you’d like to employ me on how to improve your lack of customer service and problem solving.
Disgusted
Christopher James Pound
PS. As all of the above is factual and true, un-like the lies I have been told by your advisors, I will be posting this on various BT social media sites and that of my own, so that your customers can in turn read up on how amazingly effective you’ve been.
31/1/2014
Just been contacted by BT about my above letter, they have accused me of not ordering properly or in the right order!! OMG I cant tell you how mad that made me, to be insulted and accused after all BT's neglegence astounds me. Then, I was offered a £10 good will gesture!!! I most politely told them to go do one, and expect a further 10% added to their bill from me, and failure to pay will result in me going to the small claims court!

I love BT Infinity and BT!

Hi all
So I had my BT Infinity connected with no issues whatsoever and the speed was amazing I was getting 65 - 70 Mb/s and I was loving it! But unfortunately after 5 months of living in the house I decided to move out (the landlord was playing dirty games....long story) So I moved to my friends. BT have installed brand new phone line and BT Infinity. The speeds again were fantastic (55 - 60Mb/s) but I guess I'm unlucky because after few months we was given a notice because landlord decided to sell the house. I have found a temporary place (got a room) and I rang BT to see if I can freeze my account because I knew I won't stay there for long and didn't want BT to install a brand new phone line. So the outcome was I cancelled my contract. After couple of months I finally found a dream house for me so I had a look on BT website to see if BT Infinity was available in my new house and yes it was so I ordered it and just 2 days after I moved in to my new house BT Infinity was installed with no issues and I can enjoy the fantastic speeds again (now I'm getting 60-65MB/s). I never ever had any issues with BT Infinity in any of the properties I've been living. The connection was always stable. I didn't experience problems like speeds slowing down, disconnections etc. I have to say I thought I will have such problems after my experience with fibre optic broadband from Virgin media because those problems were happening on daily basics and their customer service didn't see any problems with that lots of times when I called them they were shouting on me over the phone and always blaming my computer etc. I knew those broadband issues wasn't caused by me or my computer it was their fault.
I just want to say a big THANK YOU to BT for being so professional, helpful and for fantastic broadband ;-) I already recommended BT to my friends and I will keep doing it because BT is company that are really caring about the customer and are supplying outstanding service.
P.S
If you thinking about joining BT I can only say go for it! It will be worth every penny that you'll pay.

Theoldchap wrote:
My experience too. Engineer arrived on time replaced ageing line to telegraph pole. Fitted everything up professionally and quickly. 73Mb from outset. Used his own laptop to set up and test after requesting that I didnt want BT software on my computer. After suffering Virginmedia for 6 months its like night and day. Connection is fantastic. Even after 3hour power outage during recent storm speed was reset from 20Mb to 73Mb after 12 hours. My £50 sainsbury voucher didnt arrive, BT customer help replied in a few hours and sent one out. The add ons are pretty useless. BT mail is a nightmare to use via webmail although it works OK using Mozilla Thunderbird. Cloud is totally unfit for purpose. Netprotect (McAffee wouldnt touch with a bargepole). The Homehub 4 is a substandard piece of kit especially its wireless capabilities but I expected all of this. But the main thing I wanted was the superb unlimited, unthrottled, connection which I am delighted with.
Great review. Are you sure you're on the right forum?
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