Unexplained activation delay and frustration thank...

Question

I'm moving house on 6th August so made arrangements to change my line to my new address and in addition add a broadband connection. This was ordered nearly 2 weeks ago and was told that activation would take place on 5th August. Everything seemed to be fine until today when I received a voicemail message from BT telling me that there was going to be a delay in the activation and that I would be contacted again on 19th August.
I rang BT and asked them to shed some light on why there was a delay. I was first told that there wasn't a delay; that everything was on track for the order to be completed and connection established on 5th August. So I then asked why I had received the message in first place, and was just told 'I don't know, it must have been a mistake.' When I then asked the member of staff if she could therefore guarentee that it would fine for the 5th Aug, she wouldn't commit and so I asked her to check with the suppliers department who left the message. 10 minutes later the member of staff returned and told me that there was already a broadband provider supplying the address and that I would have to get the code to allow BT to connect me. I know for certain that there is no supply to that address - I checked before I even rang BT to order the service - and said as much to the woman on the call. She then rang the suppliers department again (for another 5 minutes) and then returned and said 'It might be the 5th'. I asked her again for a conclusive answer and she could not provide me with one, and could not provide me with a reason for why it might not be the 5th.  I like to keep a record of customer service calls I make so I asked for the operatives name, and she was very reluctant to give it to me, something else I found frustrating. So I'm absolutely nowhere with getting an answer out of BT and frustrated with the very unhelpful nature of a 45 minute (in total) phone call.
I need an answer on this ASAP - being internet-less until the 19th would be a major hassle and I would have to seriously consider cancelling my order and going with another company, especially considering the customer service I received today. I just hope that the dire level of care received today isn't indicative of the general level provided by BT - I would hope that I was just unlucky, but reading some of the posts on the forum doesn't really instill confidence...
Would appreciate any suggestions of where to go next to get a resolution to this issue. Cheers!

Answer 1

Hi Littlelarry30
Welcome to the community.
I can have this investigated for you, to try to find out what is actually happening with your order.
Send me an email using the contact us form in my profile, it will prompt you for the details I will need to check your line fault condition.
You will find this form in the section 'about me'
Thanks
Stuart
BTCare Community Mod
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