Endless struggle with BT

Our BT Broadband was suppose to be activated on the 10th of October 2016. Withou out explaining BT changed the date to the 20th. When the 20th came the Smart Hub had a flashing purple light, meaning that the broadband did not connect to the service. An engineer were suppose to come on the 31st of October. After receiving the e-mail confirming that the engineer is at the property but no one arriving, I called 18 minutes later , just to hear that he was at the property, but that nobody opened the door. Funny, because I was at home and nobody rang the doorbell. From there on it was one disaster after the other with BT customer service. After sending me another Smart Hub, then a Home Hub, we eventually got a supervisor to get an engineer on the case.

It must have been the 16th of November. He called the 18th to say our broadband will be working by the Friday at 18:00. The Friday came and went, and still no broadband. So with calls every second day saying they will sort out problem, I lost it when somebody called me on the 28th to tell me that they still working on the problem and that the supervisor will call me in four days. Now we live in a remote part of Northwest Scotland and rely on broadband to shop, bank and to communicate. We also use it for our work. From the 10th I had to buy mobile date at £15 for 3Gb and have a contract with Bt mobile giving me 4GB. We use about 10-11GB a month which means that it costing me £30 a month to have mobile data.

In the meanwhile BT is also charging me for Unlimited broadband since October. Is this the custom in the UK to wait so long for your service to be sorted out? They have been calling us everyday second day to either tell us the asvisor/supervisor was not available or when he/she did call, telling us they are still looking on the fault. The best was last Wednesday when the supervisor told me that spare parts was on its way from Orkney Island. Or the supervisor asking me if my broadband is working, just to tell me two sentences later she can she there is a fault. Enough said about BT and its lack of proper customer service and care.

They realy sound like they are reading pre-written answers. At this stage the mobile data I had to buy is about £45 and still going. Can anybody help?

Comments 7

  1. I dont know if anyone can help, but I thought I would reply to let you know that if nothing else, other customers still use the site. I am not sure if the site is still being maintained or not as I found it from an post made 4 years ago (2012). I dont see the date you made the post but can estimate it must be recent by the dates you mention. I hope you get sorted. 33 days waiting for activation for me and counting. Scandelous BT Scandelous.

  2. We have not been able to access our emails for the last 5 days which is causing major inconvenience. The lack of help and service I have received from BT is totally unacceptable. I have no confidence in what I am being told by BT and over the last 5 days I have been told to reset my password up to 25 times. Then I was told it was because a migration had taken place (if so, this does not take 5 days !) and then informed there is problem with the server. Just a list of excuses and told each day it will be fixed tomorrow but the problem has still not been resolved and there is no sense of customer care whatsoever. Really bad service!! Please fix and telephone me on 07955 245263. It is totally unacceptable that we can’t access our emails for 5 days.

  3. I am visiting this site as I have having a BT disaster in relation to my mobile, but I had what sounds like a similar issue to you in relation to my broadband just before Christmas. In fairness to BT, whilst they faffed around for a long time and like you I had to incur data charges, they did sort it out in the end, including appropriate refunds.

    I used their ‘complaints’ option on their website, rather than phoning them and live chat. That allowed me to set out the story in full. I ended it by saying what I would like them to do, something like:
    1. A refund on the broadband charges between the date it went down and the date it was eventually fixed.
    2. A refund for the charges on my phone data that I wouldn’t otherwise have used.
    3. My phone’s monthly data allowance to be reset, so I won’t be charged for more data.

    BT phoned me and basically did all that, by agreeing to refund the charges with a credit on my next bill. They didn’t reset the data, they said they would let me use it and refund whatever the charges were (I was near the end of the month anyway), but not wanting to tempt fate, I kept data switched off until month end.

    Can’t help with ideas for getting it fixed I’m afraid, I would just say use the complaints options rather than ‘fix a problem’ options, they seem to be a bit quicker to respond.

  4. IF YOU HAVE NOT RECEIVED A SERVICE AND PAID BY DIRECT DEBIT CAN CALL YOUR BANK AND THEY WILL DO A DIRECT DEBIT INDEMNITY AS YOU HAVE PAID FOR SERVICES YOU HAVE NOT RECEIVED AND GET YOUR MONEY BACK CANCEL THE CONTRACT FOR SAME REASON AND GET ANOTHER PROVIDER

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