Should I cancel or not???

Question

BT/Openworld have cancelled my installation 3 times now.
First time I hadn’t received the Hub the day before the installation so I called them and was told the order had been cancelled, as I hadn’t paid a £50.00 deposit. At no time was I asked or told I would need to pay this. Was told I would have to do a new order, which I did and was given a new date 23rd May, 2 weeks later (also wasn’t asked to pay a deposit again). Told the Sales Agent this was no good as it should have been installed in the next couple of days and that my current Internet would be cut off as per the original date. I was told this wouldn’t be a problem as she would get this FAST TRAKED through and would call me the following day with a better date. Next day no call, so I called them and was told that they couldn’t do a better date. Told them that would leave me with no Internet and my children needed it for Exam revision. After many hours of calls they said no they wouldn’t do an earlier date and the best they could do was send me a dongle to connect with until it was sorted.
Got the dongle and found there was only a very weak signal here to connect to and this was slow and keeps disconnecting. After less than a day using it, it ran out of credit and I found that I would have to pay for it to be topped up! Called them again and they agreed to credit me back.
Got me Hub 2 days before new date so thought great things are looking up. Morning of installation an engineer came and put the Phone line in. Fortunately I opened the door when he was just outside as he was told he only had to connect the line at the box at the end of the road, not connect the line inside or anything. When he had finished I asked what about the Infinity broadband? He didn’t have on order to do that but he would ring his boss and get the job number to do it. Came back and told me there was no order for the Broadband but that could mean that someone else was already on there way to do it. Went and called BT again to check and was told that the phone engineers cant install the broadband and that another engineer would be out to me before 1pm.
1 pm came and went no engineer. Then followed 3 hours of calls going round and round with me been cut off numerous times before I finally get told was Openworlds fault and that someone would be with me the following morning to install it.
Later then afternoon I get a text saying that the new engineer would be coming on the 29th. So yet again I rang back only to get the same merry go round of calls and getting cut off. Eventually somebody in the Cancellation dept. dealt with my call but still couldn’t get another better date.
So now I’m wondering if I have had this much trouble before it gets installed is it worth me sticking it out or should I go back to VirginMedia?

Answer 1

Hi and welcome to the forum, sorry to hear about all the issues your having there. I would suggest you contact the mods here: https://bt.custhelp.com/app/contact_email/c/4951
It takes up to 3 days to get a response from them either by email or phone, they are a specialist care team who are really good at getting issues resolved.
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