I’m emailing you details of a complaint I’ve had with BT, hopefully you’ll include it in your site, as it’s been a complete nightmare. I’ve just moved into a new place, and signed up with BT for my broadband and phone. I thought I could migrate to BT infinity when that goes live in my area. I really wish I hadn’t bothered because absolutely nothing has gone right.
Firstly I had to wait about a month before they could even install the phone line. I was also told I would have to be in during the day for them to install this, so I booked a day off work. Come the day, and I didn’t hear anything at all from anyone in BT, I just happened to plug in a phone and it worked. So that was a day’s holiday wasted.
However, at least the broadband and phone still worked.
A couple of weeks later I went to use the phone and I couldn’t get a dial tone, although the broadband still worked.
I rang BT twice, but without any joy, and had to fire off a complaint email in the end. It took well over a week to get a reply to that one, but that they would send out an engineer to fix my phone line. That meant booking another day off work.
He did visit and fix my phone line though, but broke my broadband which was the only thing that was previously working. Did he care? No. He did come out with some classic comments like my router was broken, as if that could break the exact same time he performed some work on my phone line.
He told me to ring BT, which I did, but I was told I had to wait till midnight before they could anything about it, which I wasn’t very impressed with.
It still wasn’t working the next day, so I rang up again, but they assured me they would get it working. By the evening it still wasn’t so I rang up again and was told it would be tomorrow now. Come tomorrow and it still wasn’t working. I think it was a Saturday by now, so I rang to chase again. Someone told me they would check the progress and call me back. While I waiting someone from the previous day rang me and told me the engineers were working on the problem. After I put the phone down to them, the other person rang back and told me no work would be done because it’s a weekend. So, clearly, someone in BT was lying to me.
I’ve rang BT again yesterday and today, because it’s still not working. That doesn’t seem to accomplish anything though, as they just me it’s with the “specialised engineering team”. I don’t think much of them if it takes them nearly a week and they still haven’t managed to fix a problem that they caused in the first place.
After a week with no broadband, and rang BT and told them to cancel my contract, so I could go to another supplier, which at least they let me do, giving me about a week before the line was cancelled.
Clearly different departments in BT don’t talk to each other, as I got phone calls from BT technical support during this time. They were just telling me it wasn’t fixed yet though. Two weeks after BT themselves broke my broadband, it still wasn’t working.
Anyway, I’ve tried to sign up to O2 instead for broadband and home phone. They’ve told me a I need to pay £85 to get the phone line activated again. That’s not the worst of it though. I’ve been given a date of 3rd February next year before BT Openreach can active my broadband again.
So thanks to BT’s incompetence I’m going to be without broadband for about 3 months.