Dunno where to start really, other than to say, BT will probably be in a small claims court very soon.

I am without a phoneline, I am without broadband, and my order was supposed to be completed yesterday.

They claim that my line is connected, and the system thinks it is working. I however can tell you catagorically that no it is not connected, and no it is not working.

The whole process has been a problem from start to finish. I've moved before and last time it was fine, this time no. Here's a time line of what has happened:

13/14 June 2012 - Order placed to move home on BT website

25 June 2012 - Order finally appears on BT system/My BT, and the order date claims to be for this day, some 11 days after my original order date. Why? I get a scheduled completion date of 10th July, I get an engineer appointment for the afternoon of the 10th July. Great. Its appaling the length of time its going to take anyway seeing as its only a small exchange. I accepted that. I book half a days holiday as the guy would be coming in the afternoon.

5 June 2012 - I get a text message to say that my service has been connected, please reply to this telling us if your line works or not. I reply NO because it wasn't working. I give it all day as I expect when you tell them NO, they're going to call me.

6 July 2012 - I check my order status, the engineer has been canceled? WHAT? So I phone BT up. I wait 20 minutes in the queue to then get "Sorry there is a fault" and get cut off. I then call again and ask for a ring back, to which I get told they cancelled the booking because there is already a line connected, and they won't need to, so I explain the landlord has told me no line was installed in my flat because she always pays for connection if a tenant wants a line, and get stuck back in a queue for ANOTHER 30 minutes to which point, I gave up and tried to find another number, to which I finally get through after 10 minutes, and get the engineer rebooked.

10 July 2012 - Installtion day arrives. I leave at 12pm as my engineer is booked between 1pm and 6pm. Get home, the BT Homehub is outside my door waiting for me, happy days. So I go and get it out of the box and get the phone plugged in with the filters and other bits ready for the engineer to come and check the line etc. 6pm arrives, I check my order status, and suprise suprise its gone from the system, and no engineer has called or attended, so I call BT, and spend another 20 minutes queing and then called back to spend another 45 minutes on the phone, to be told I have to wait till tomorrow for the order to close, and that I would get a call back before 12pm. Its now 11:10ish at time of writing and still no call. Time is ticking.

Anyone else had such problems?

Total losses:

About £100 on Openzone/FON/Mobile broadband charges
Half a days holiday
6 hours of my life in telephone calls.
My marbles.

ian.livingstone@bt.com

E-Mail that guy they should soon have it sorted out for you

Thanks.... It's just got better.

They've now told me the earliest time an engineer can get to me is 19th July. I'll see how that goes down with my new employer.

Update to first post:

11 July 2012 - No call back from adviser as promised. Called BT again at 12:05, sat in the queue, and spoke to another adviser "Julyani" who spoke to the engineers department, who came back and said that July 19th is the earliest appointment they could get me, I explained this was NOT acceptable, and she said she would try and get them to arrange one within 24 hours. As soon as she finds out, I'll have a call back. I'm not holding my breath.

as i said dont wait E-Mail ian livingstone"s office and someone high level should get back to you pretty quick

Done when I saw your message.

Update2: Just played ping pong with BT's department for the last hour, now expecting another call back in 20 minutes time to be told the same thing.

Have you had a call back fom The Chairmans office yet?
If not best just leave it. Until they call you back.

I hope they call back today. I'm sick and tired of trying to get someone to accept the case that they failed and they are refusing to accept that I need the internet to do my job.

Should I be waiting over a month to get my service? Really is it that hard to connect to pieces of copper at each end?

The cabling is in the building, I have a master socket, but there's a connection not being made somewhere.

I used that email address the other day and within a few hours received a call, she did say she was now away until Thursday though so it could be that she is the only one who picks up the 'executive level complaints' ?

Yes email Ian. I did and i got my order sorted out!

I moved in to my new house on the 1st and ordered a new phoneline and infinity on the 2nd. Got an installation date of the 22nd of June.

Open reach called me and told me they had no engineer to attend. Rescheduled it a further 2 times and no sign of them both times. Emailed Ian Friday night, had a call from the BT Directors Office Saturday morning and an open reach engineer installing my phone on the Sunday! Then they expiated my infinity order to Tuesday just gone!

Hope you get it sorted!

Mike

I'm in contact with someone from the office and we are working to get it sorted out. I'll let you know the progress, at the moment they're trying to bring the date forward.

I couldn't agree more with the subject of this thread.

I have also just been through a house move and migration of phone/broadband from BT and the whole thing was a joke. Took an extra 2 weeks from activation date to getting working phone line/correct number, and broadband. I suppose that's not too bad for BT considering some of the stories posted.

Even when I got the case handled by the Executive Office there is no explanation for what went wrong, no expediting of activation of services (they can only put the orders into the "system" like any other CS person), no offer of compensation or a deal to keep you as a customer, and no comprehension that the process needs to be improved to stop issues from happening during what should be a very simple migration process.

It seems like BT are just to big to offer good service or care.

I have now ordered Virgin broadband (lucky I have an option) and look forward to terminating all services from BT as they don't deserve the custom.