The order was cancelled due to some technical issues without informing me

Submitted by Mehdi in October 2016

I am writing to complain about the problem I have had within the past few weeks regarding broadband order with BT.

My order was placed online on 1st of October 2016 online and I realised online a few days later from my account that the order is cancelled due to some technical issues without informing me. I can not believe this.

I contacted BT and they assigned someone as case handler to track my order. My Landline order is cancelled on 4th Oct and new order is placed. New order was placed again on 6th Oct and line is activated on 10th Oct.

BT case handler advised that your broadband will be with you next week but unfortunately received a call saying that your order wont be available until 7th of November.

After many times being on the phone, the case handler wasn’t helpful at all and suggested to cancel the current order and order a new one and offered free service until I get my fiber optic broadband. Still not confirmed when the broadband will be available.

Will all frustration and wasting my time over the phone for hours, I am not happy with this service and I really need to have broadband at my place. I understand the technical issues but because I have not been updated with correct information regarding the activation dates and few times cancellations, I am requesting to take action and find the root cause of this problem. It’s no acceptable for me to receive these many errors and problems with BT services. What I have heard from BT case handler during the last two weeks was, Sorry I can not help you with this, I can not help you with that, Appologies, we cant help you with this poblem. I want to ask CEO that what BT is capable of? They have not even said YES to one of my requests, I have just heard NO, NO, NO, SORRY, APPOLOGIES.

After 19 days, I am in the first place with a cancelled order and BT is going to put a new order and put me in the que again which I don’t know what the outcome would be. I really appreciate if you can investigate this and speed up the process of getting my broadband as soon as possible.

Thanks.

Comments 2

  1. having exactly the same problem i placed my order on the 10th october and it was cancelled without anyone informing me. i dont think they really care. go with another provider.

    auri

    1. SAME WITH ME, ORDER PLACED ON 7TH OCT, IT WAS PENDING DUE TO A TECHNICAL PROBLEM SO NOTHING WAS DONE, NO ONE INFORMED ME, I HAVE MADE NUMEROUS CALLS, SPENT AROUND 3 HOURS ON THE PHONE AND ONLY TO BE TOLD THE 7TH OF NOV IS THE EARLIEST IT CAN GO ACTIVE. TRACKING NUMBERS ARE WRONG, (2 OF) , DELIVERY OF PACKAGES WRONG, NOTHING TURNS UP, COMPLAINTS DEPARTMENT DO NOT CALL YOU BACK AS PROMISED, MANAGERS LIE TO YOU TO GET YOU OFF THE PHONE, DEPARTMENTS CANNOT TALK TO EACH OTHER, PHONE NUMBERS FOR DEPARTMENTS CANNOT BE GIVEN OUT. THEY ARE SHOCKINGLY BAD AND SEEM TO THINK ITS OK!!!!

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