Dear BT Complaints
Over the past 5 weeks I have contacted Customer Service/help five times, rang various BT numbers and still was put through to the BT call centre. It was not until the 19 October, I received any help at all. The problem was no broadband speed at all on and off during the day and from five pm onwards. Although the signal WAS SHOWING AS EXCELLENT. Speaking to the advisors at your call centre was impossible – they could not understand me and I could not understand them!
I asked again and again for a UK number so that I could get the matter resolved but it was not forthcoming. I was told that the Advisor I eventually spoke to on 19th October was a Supervisor. He apparently reset my line and said the Hub we was using probably needed replacing as it was old so he would order one. He did, however, insist we had no contract which we found amazing. After speaking to him he passed us straight on to somebody (u.k. speaking) who we assumed was the ordering dept. for the new hub. She advised that the new hub would be with us on Friday 21st October.
On Thursday the Supervisor ‘phoned us advising that he had ordered the new hub and we would receive it in 2/3 days. We tried to tell him that one was coming on 21st but he kept saying ‘he had ordered the hub’.
We did receive a new hub on the Friday against order no.VOLO11-56682054709 which was satisfactory. Confirmation documents were received by us on Friday although it states ‘thanks for asking us to change your B T service. May I point out it was in response to our not having 24/7 internet connection. On Monday the 24th October we received a second Hub. Having again tried to
contact someone by phone, we eventually went on to Live Chat and made several attempts to explain, having been asked did we wish to keep the hub!!! After a long time the so called Advisor told us he would arrange for a Jiffy bag to be sent to us and we still await this.
NOW this morning we have received a letter again dated 20th October stating thanks for getting in touch.we are sorry your Home Hub 3 was not working and you will be receiving a replacement. The letter also asked us to return the faulty Hub 3 in the returns bag that came with the replacement!!!!!! If it is not returned you may charge us for it. The Hub being replaced is the old White one.
Now perhaps you would like to advise what you wish us to. There has obviously been a mess up with ordering two Hubs. Do you want the old white hub back ? Can you also confirm that we will not get another set of documents against the second order and we will not be billed for delivery of another hub. It would probably be best if you ‘phone us. We might add that we understand mistakes can be made, the fact that we have no direct phone number or in fact an address is absolutely ridiculous, frustrating and in our case we paid for a full months broadband.