Shambles: why am I trying to come back to BT?

One year ago I moved house. I decided to go with BT for my phone and broadband. It was a disaster and despite two attempts at ordering, I ended up cancelling and going with the Post Office.
One year on and I decide to come back to BT again. I make an order via Quidco at the beginning of December for phone and broadband, and I get all the emails through OK. I'm even supposed to get some free wine. I pay my £119.88 line rental up front.
I check my order online and it says there's a problem. I call BT and some stroppy loud lady tells me there is a problem and the broadband people will call me in within 3 days.
No call.
Then the paper work comes through. BT are trying to charge me £127 for a new line, even though I have a perfectly good one. So I call BT again and get through to a great chap. He says the best thing is to cancel my entire order and start again with him. My installation will be delayed a week.
Don't worry, he says, your service will not be interrupted, but the problem is my phone will have to transfer first, and then my broadband a week later. I accept this based on having little choice. As a result of the online order being cancelled, I lose out on the £65 from Quidco and the free wine.
Then last week, on the day of the original transfer date I lose my broadband. I call the Post Office and they tell me that BT Retail now has my service.
So again I have to call BT. Another apologetic person says there's nothing he can do than give me £40 to buy a mobile broadband dongle for the two weeks I will be without broadband - even though I was promised no interruption to service. In someone's world, they believe I can buy a dongle and keep it topped up for two weeks on £40. I say two weeks without broadband, but of course until my phone line goes live, the broadband hasn't even been ordered. And I'm not on the upfront line rental so I'll be paying more than I wanted to.
Getting any sense out of BT is impossible.
It's the 21st century. I work from home, and here I am without broadband because the supposed experts are completely incapable of transferring a line for phone and broadband.
To cap it off, I haven't received a refund for the £119.88 from the original order, or the £4.99 for the postage and packing for the HomeHub that never arrived, and finally I got a bill for £1.48 for a service that isn't even connected.
It's a total mess, and I'm seriously considering cancelling the whole lot and going with someone more competent.

Hi Richardptate,
Thanks for the post and welcome to the forum. I am so sorry for the problems that you have experienced. This sounds like an absolute nightmare. I can help sort this out for you.
Please drop me an email to the email address in my profile. (click on my name and you will find the address under the "about me" section). Include your BT order details and the link to this thread. Perhaps also include your address.
As soon as I have these details I will find out 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 :-)

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