I rang to order a new phone line and broadband; I’ve always been with BT and the service has always been good, so choose the one I knew.
First Call 28 June: “Yes, you can have a new line, it’ll be xxx hundred pounds for connection and broadband will be added one week later.”
Second Call : “Ah but sorry, you can’t have broadband until your phone line is connected, so we’ll have to cancel your broadband order. However we have a date for Openreach to intall, 14 July.”
I asked if this could be earlier and was told it could, so the order was changed. Then it was cancelled and the original date of 14 July was quoted along with my new telephone number, which appeared on the tracking information on BT.com.
Got a text to say everything was confirmed for 14 July am. It’s over two weeks from the original order, but I accepted that I’d have to wait.
14 July am came, then pem came so I rang. “It’ll be connected at midnight” I was told.
Midnight came…Nothing! I called the next morning to ask what had happened was replied with “Oh there seems to be a problem, I’ll get the engineer to call you today”.
Today is now yesterday and this morning, still no engineer, no connection, no explanation. So I rang again. ‘The order has been cancelled”. I was told, again. After pushing and talking to the supervisor’s supervisor, that the number BT allocated to me was given to someone else and that ‘the back office’ failed to contact Openreach to change the number, so Openreach cancelled the order.
At the first level of communication, I was just told the order had been cancelled. ‘But I haven’t cancelled anything”, I explained. Two steps up the supervisor ladder we find the order and I’m told that this was an error in the BT back office.
I’m then told I have to place another order. Since I haven’t been responsible for cancelling the order, I can’t for the life of me see why!!
So now, I have a new date for my phone line to be connected, remember for xxx hundred pounds, is 24 July.
And I have to ring the number already allocated to me and apologise to the people there, because I’ve already given the number out.
Complain to BT. “There are no complaints systems in place”. I’m told. Thank god for this BT complaints website!
Thank you, I feel better….
What a disaster!