Why are BT so aweful?

Question

On Monday I was waiting for my new home hub 5 to be delivered, ready for my installation on Wednesday. I had remained at home for the deliery but as 7pm reached I new it wasn't coming and contacted BT. I was told that my order had been cancelled 2 weeks earlier. I hadn't cancelled anything and on the Friday before I spoke to BT to ensure I had anytime calls in my package which they confirmed, but failed to mention that they had cancelled my order. I spoke to BT and they told me that I had to re-order and that was the only way they could esculate it so I could try and get my broadband installed. I received a letter from my old ISP saying they were cancelling my services at a request from BT so I was trying to get it sorted as quick as possible. I spoke to eight different departments on the Monday evening and was assured I would recieve a phone call within 48 hours with a new date for my Broadband as the re-order date was a number of weeks away so they said they could speed it up. 48 Hours later I had received no phone call so I called BT again. After speak to a further 6 departments I finally spoke to part of a uk based team who told me I was going to receive a phone call within 24 hours by a manager, apparently they could sort it all out and will definately contact me. 24 Hours later and I received no phone call so I called BT again. I spoke to 4 departments and received an apology but there was no record of a call back for me. Apparently it may be going wrong because my old isp may be trying to hold onto the line until a later date, despite them sending us a letter otherwise. I contacted my isp and they said no that wasn't the case, it was all on BT's side. I was told by BT that they could do nothing right now as they have to have another team speak to openreach, but they will definately be in contact with me on Monday, which is what I was also told last Monday. I have absolutely no expectation they will call me back. Most companies would go above and beyond to rectify there errors if they caused it all but not BT. The idea of passing somebody around from department to department so it never gets dealt with is just ridiculous. The customer service is the worst of any company i've ever dealt with. I will leave it until Monday and if I receive no phone call then I shall be moving to sky. Truely fed up with BT and i'm a brand new customer, it doesn't bode well.

Answer 1

AzzerGooner
I have asked a moderator to provide assistance, they will post an invite on this thread.
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