Switching over to BT has been a pain thus far, sti...

Question

I was with Orange (still am as it stands) for the longest time, but my download/upload speeds just aren't cutting it in this day and age, so I've been in the process of transferring over to BT Broadband in an effort to get BT Infinity. My line of inquiries started in June, and BT were made aware that we wanted Infinity, so after waiting some days to tell them the MAC code that Orange sent us, a date was set up for 3rd July for Infinity to be set up. That order fell through and I had to chase up on what was happening, only to be told that we would need the line transferred over and that we would need to have standard Broadband set up in order to be ready for the Infinity upgrade. The new date was 5th July. The Home Hub 4 package arrived early by post, and all that was left was to wait for the go ahead by BT via email. They had a midnight deadline, and lo and behold, they didn't keep to it. I was refreshing my order page every hour and eventually midnight passed, to which I was met with an update that said:
"Your broadband order is in hand with a member of our team and we will keep you updated with progress. Please continue to check online for further updates."
I was originally meant to receive a call regardless in the morning, but no dice there, forcing me to call them to find out that I had to make another order, despite having the box all ready to go on my end. I've been told that I will receive a call tomorrow, but given the previous missed call track record, I'm not holding out hope. What should my next step be here? Does this seem familiar to anyone else? My orders page is really messed up, what with the fact that my activation date says 5th July but the order date has been changed to today (6th). This has been really poor service thus far, having to chase up on what errors keep happening and being left in the dark on what exactly is going wrong on their end.

Answer 1

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 3/5 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
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