|
||||||||
New Flat, New BT Line |
![]() |
|
|
Thread Tools | Search this Thread |
|
|
#1 |
|
Forum Member
Join Date: Aug 2001
Location: Herts
Posts: 5,316
|
New Flat, New BT Line
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. |
|
|
|
|
Please sign in or register to remove this advertisement.
|
|
|
#2 |
|
Forum Member
Join Date: Jun 2007
Location: manchester
Posts: 946
|
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.
|
|
|
|
|
|
#3 |
|
Forum Member
Join Date: Aug 2001
Location: Herts
Posts: 5,316
|
Quote:
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.
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? |
|
|
|
|
|
#4 |
|
Forum Member
Join Date: Jun 2007
Location: manchester
Posts: 946
|
to be honest, i don't know any of the numbers. you should have received a letter at least telling you about your order.
|
|
|
|
|
|
#5 |
|
Forum Member
Join Date: Aug 2001
Location: Herts
Posts: 5,316
|
Nope, no letters or emails. Im a bit pissed off really - all i want is the phone line for ADSL!
|
|
|
|
|
|
#6 |
|
Forum Member
Join Date: Aug 2001
Location: Herts
Posts: 5,316
|
On to BT now. In a queue. One hour and counting...
|
|
|
|
|
|
#7 |
|
Forum Member
Join Date: Jun 2007
Location: manchester
Posts: 946
|
Quote:
On to BT now. In a queue. One hour and counting...
![]() |
|
|
|
|
|
#8 |
|
Forum Member
Join Date: Aug 2001
Location: Herts
Posts: 5,316
|
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!! |
|
|
|
|
|
#9 |
|
Guest
Join Date: Feb 2007
Posts: 5,914
|
Quote:
i wonder if there is a guiness world record to break?
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 |
|
|
|
|
|
#10 |
|
Forum Member
Join Date: Aug 2001
Location: Herts
Posts: 5,316
|
Quote:
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 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! |
|
|
|
|
|
#11 |
|
Guest
Join Date: Feb 2007
Posts: 5,914
|
Quote:
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! 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 |
|
|
|
|
|
#12 |
|
Forum Member
Join Date: Aug 2001
Location: Herts
Posts: 5,316
|
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. |
|
|
|
|
|
#13 |
|
Forum Member
Join Date: Oct 2001
Posts: 26,379
|
Quote:
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.
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. |
|
|
|
|
|
#14 |
|
Guest
Join Date: Feb 2007
Posts: 5,914
|
Quote:
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. ![]() Good luck! Dave |
|
|
|
|
|
#15 |
|
Forum Member
Join Date: Aug 2001
Location: Herts
Posts: 5,316
|
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. |
|
|
|
|
|
#16 |
|
Guest
Join Date: Feb 2007
Posts: 5,914
|
Quote:
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. You see, the higher you get up in a business the more spineless they get and the less hassle they want. Good luck. Dave |
|
|
|
|
|
#17 |
|
Forum Member
Join Date: Aug 2001
Location: Herts
Posts: 5,316
|
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?
|
|
|
|
|
|
#18 |
|
Guest
Join Date: Feb 2007
Posts: 5,914
|
Quote:
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?
Dave |
|
|
|
|
|
#19 |
|
Forum Member
Join Date: Aug 2001
Location: Herts
Posts: 5,316
|
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.
|
|
|
|
|
|
#20 |
|
Guest
Join Date: Feb 2007
Posts: 5,914
|
Quote:
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.
Dave |
|
|
|
|
|
#21 |
|
Forum Member
Join Date: Aug 2001
Location: Herts
Posts: 5,316
|
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. |
|
|
|
|
|
#22 |
|
Guest
Join Date: Feb 2007
Posts: 5,914
|
Quote:
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.
Hope it goes well. Dave |
|
|
|
|
|
#23 |
|
Forum Member
Join Date: Aug 2001
Location: Herts
Posts: 5,316
|
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!
|
|
|
|
![]() |
| Thread Tools | Search this Thread |
|
All times are GMT. The time now is 17:24.


