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Old 30-08-2007, 18:10
TheCableGuy
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Ive been through a fun couple of weeks with BT, trying to get a phone line so I can get ADSL in my new flat.

First I ordered it online, then waited for the confirmation email/phone call. And waited...

I then phoned BT up and waited on the line for 2hours before speaking to a person (tip to BT: get some hold music not that fudging annoying ringing).

When I got through the operator couldn't find any of my details, so i gave all the details to him to start the ordering process again. As it was a new build he said an engineer would need to visit (but im not sure if this is to physically connect me, or check my eligibility for a line).

So i got a call last week to take the rest of my details and too arrange a time for the engineer - Thursday 30th between the hours of 1pm and 6pm...

Which has now just passed! I will be phoning them up tomorrow to find out what happened, but im quite annoyed as i had to take a day off work to wait for him today.

Ive noticed there are some users on here that work for BT/Openreach, perhaps they or anyone could shed some light on the subject, thanks.
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Old 30-08-2007, 19:26
openreachpeep
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the engineer visit would have been to actually connect your line. i know this sounds daft, but have you tried a phone in your socket, cos sometimes, especially on new builds it just needs us to connect at the cabinet down the road, without the need to visit the premises. though really we should knock on or call at least. if still no dial tone, the you will have to ring BT again quoting your order number to see the status of the job.
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Old 30-08-2007, 22:54
TheCableGuy
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the engineer visit would have been to actually connect your line. i know this sounds daft, but have you tried a phone in your socket, cos sometimes, especially on new builds it just needs us to connect at the cabinet down the road, without the need to visit the premises. though really we should knock on or call at least. if still no dial tone, the you will have to ring BT again quoting your order number to see the status of the job.
Thanks. I thought that too (the lady in the show flat mentioned someone staying home to wait for the engineer, then it ringing with no engineer coming into the flat). I was picking up the phone every few minutes today during the above hours, with no joy.

The phone call tommorow should be fun - the guy that took my order didnt give me an order number or send out a confirmation email (though he did take my email). Hopefully they will find my order if i give them my details.

Anything else you could tell me? I will be ringing 0800 800 150 - is there a better number to ring tommorow?
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Old 30-08-2007, 23:22
openreachpeep
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to be honest, i don't know any of the numbers. you should have received a letter at least telling you about your order.
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Old 31-08-2007, 06:55
TheCableGuy
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Nope, no letters or emails. Im a bit pissed off really - all i want is the phone line for ADSL!
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Old 31-08-2007, 08:59
TheCableGuy
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On to BT now. In a queue. One hour and counting...

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Old 31-08-2007, 17:13
openreachpeep
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On to BT now. In a queue. One hour and counting...

i wonder if there is a guiness world record to break?
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Old 03-09-2007, 12:49
TheCableGuy
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lol. Turns out someone answered shortly after i posted that. Unfortunatly im still no better off. I got through to someone who said there was no record whatsoever of an engineer being booked for last Thursday and that she or an engineer would phone back Friday or after the weekend with more information and/or a new appointment.

Its 12:45 on Monday now and no call, so it looks like ill have to jump on the phone queue and try to chase them yet again!!
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Old 03-09-2007, 12:55
The Rat
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i wonder if there is a guiness world record to break?
Some woman was waiting for 21 hours, and I managed 11 hours over the course of a week and a half - I did get £200 of credit for my efforts! If I phone BT now, I just request to speak to the resident manager, no putting on hold, no stupid music.

BTs customer service is utter sh1t and they should be ashamed of themselves for it. Its a good job they once had a monopoly because they would probably be out of business by now if they didn't.

Dave
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Old 03-09-2007, 13:20
TheCableGuy
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Some woman was waiting for 21 hours, and I managed 11 hours over the course of a week and a half - I did get £200 of credit for my efforts! If I phone BT now, I just request to speak to the resident manager, no putting on hold, no stupid music.

BTs customer service is utter sh1t and they should be ashamed of themselves for it. Its a good job they once had a monopoly because they would probably be out of business by now if they didn't.

Dave
11 hours! I think ive nearly clocked up half that, as well as an email to the CEO and logged a complaint through the website.

Does asking for the resident manager (is this really what they are called?) actually work? If so I might try that. But so far this afternoon ive been on to them for 30mins and not had the chance to speak to anyone!

I bloody well hope i get some freebies when they eventually connect me up. A refund of the installation fee (£125) would be nice!
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Old 03-09-2007, 14:04
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11 hours! I think ive nearly clocked up half that, as well as an email to the CEO and logged a complaint through the website.

Does asking for the resident manager (is this really what they are called?) actually work? If so I might try that. But so far this afternoon ive been on to them for 30mins and not had the chance to speak to anyone!

I bloody well hope i get some freebies when they eventually connect me up. A refund of the installation fee (£125) would be nice!
Yes, when you get through to the phone-monkey just say that you want to speak to the resident manager, don't even give them the time to speak. If they insist on asking why just say you have been waiting 2 hours without having your issue resolved and you demand to speak to a manager now - they will get you one. Given the managers are all spineless tossers they just want you off their case and you will find your issue gets resolved surprising quickly. Sadly, it took me quite some time to work this out. Also, make sure you phone them on one of there 0800 numbers and not an 0845 number.

As for refunds, yes I also get the installation fee back. I kicked off big time though - I even had a manager phone me back in the evening to apologise!

Dave
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Old 03-09-2007, 16:39
TheCableGuy
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Well I got through to a BT monkey. Shes booked me an engineer for this Thursday now, lets see if anyone shows up!

openreachpeep is there anything i can do to ensure that someone turns up this time? I was thinking about phoning them up first thing (8am?) on Thursday to make sure the appointment is still booked on their screen.
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Old 03-09-2007, 16:52
timboy
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openreachpeep is there anything i can do to ensure that someone turns up this time? I was thinking about phoning them up first thing (8am?) on Thursday to make sure the appointment is still booked on their screen.
To be perfectly honest, as the EU there is nothing that you can do to ensure the appointment as you are not allowed to speak to Openreach as you are not their customer.

If you phone BT Retail on Thursday morning their system should certainly show that Openreach has committed to the appointment but that'll be as far as you get with your CP.
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Old 04-09-2007, 09:40
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Well I got through to a BT monkey. Shes booked me an engineer for this Thursday now, lets see if anyone shows up!

openreachpeep is there anything i can do to ensure that someone turns up this time? I was thinking about phoning them up first thing (8am?) on Thursday to make sure the appointment is still booked on their screen.
Additionally, there is probably little chance of you getting through to someone at BT before the engineer arrives - even if he arrived several days late!

Good luck!

Dave
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Old 04-09-2007, 13:49
TheCableGuy
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Hi all.

Just had a phone call from Jason Campbell at the BT CEO's office. He has read my complaint email and has organised Openreach to come out tommorow afternoon. Result! Well lets hope so. He said he would be making a follow up call after tommorow, so I will demand some form of compensation then.
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Old 04-09-2007, 14:45
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Hi all.

Just had a phone call from Jason Campbell at the BT CEO's office. He has read my complaint email and has organised Openreach to come out tommorow afternoon. Result! Well lets hope so. He said he would be making a follow up call after tommorow, so I will demand some form of compensation then.
Put them on the spot by saying, given that I have been messed around constantly by you, what are you going to do by way of compensating me for my time and inconvenience - they always buckle and you will get something. It might be an idea to have in mind what you want from them in the first place so you can haggle.

You see, the higher you get up in a business the more spineless they get and the less hassle they want.

Good luck.

Dave
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Old 05-09-2007, 08:22
TheCableGuy
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Thanks mate. I will definatly be standing my ground when he calls me back (lets hope he does). Ive got an idea what compensation I want - a refund of the installation fee should keep me and my housemate happy. What do you think is the most I could demand?
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Old 05-09-2007, 08:52
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Thanks mate. I will definatly be standing my ground when he calls me back (lets hope he does). Ive got an idea what compensation I want - a refund of the installation fee should keep me and my housemate happy. What do you think is the most I could demand?
How many phone calls have you made with regards to this issue? What is the cumulative time you have wasted over the course of these phone calls?

Dave
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Old 05-09-2007, 10:14
TheCableGuy
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I had a few minutes downtime at work yesterday so I wrote out a two page log of all the calls/emails ive made to and from BT. At the bottom I worked out the time to BT - nearly 6hours! Not nearly as bad as some people, but still unacceptable IMO.
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Old 05-09-2007, 10:31
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I had a few minutes downtime at work yesterday so I wrote out a two page log of all the calls/emails ive made to and from BT. At the bottom I worked out the time to BT - nearly 6hours! Not nearly as bad as some people, but still unacceptable IMO.
Its a days work lost. Ask for them to reimburse you for your installation fee to make up for the hash-up on their part and you want a minimum £50 credit on your account for your inconvenience. They may try and offer you something less, but stick your ground and say that you have wasted 6 hours trying to sort out their balls-up. Remember you need to make your case for compensation to a manager - they are the ones with the power to give you compensation, and they are also the most spineless so they don't want the hassle.

Dave
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Old 05-09-2007, 11:37
TheCableGuy
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Its more than a day if you count the half day holiday i had to take off to wait for the engineer the first time.

£50 credit as well?! Well I might as well try. Ive just moved out of the family home, so the more money I can claw back the better.

As I said the bloke from the CEO's office is calling me after the installation (tommorow I assume) so ill demand my compensation to him - that should work shouldnt it? Its that or rack up more hold time to speak to a BT monkey manager.
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Old 05-09-2007, 12:52
The Rat
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As I said the bloke from the CEO's office is calling me after the installation (tommorow I assume) so ill demand my compensation to him - that should work shouldnt it? Its that or rack up more hold time to speak to a BT monkey manager.
Yes, the bloke from the CEOs office should be a good one to ask about/demand your compensation. I wouldn't even waste you time speaking to one of the "assistants". Be aware that financial compensation will be in the form of credit, but then that is money you don't have to spend so it effectively goes in your pocket.

Hope it goes well.

Dave
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Old 05-09-2007, 13:20
TheCableGuy
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Thanks Dave.

Well the engineer is finally here! The CEO man said between 1pm and 5pm - i got a call from the engineer at 12 asking if its ok to pop round at 12:45! Hows that for service (when you eventually get it that is).

He's off doing something outside now. Lets hope its quick - i can go back to work then (but im still telling BT i had to take a second half day off)

edit:
And he's done!
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