I'm hoping someone out there might be able to offer some advice.
We have had horrendous problems with our telephone service for the last few years.
Originally we were with BT but found we experienced quite a few problems with their customer service.
We looked at other options and lurred in by the promise of free broadband we moved to Talk Talk. We all know the story with appalling customer service if you can actually get through to anyone. After ongoing problems with the phone being cut off for no reason at all and then finally with no broadband for 2 months and not able to get hold of anyone to resolve it, we cancelled.
We then moved to Virgin for our whole Tv, phone and broadband package.so have been on fibre optic since last year. We then were subjected to a host of different problems. We were promised we could keep our phone number which wasn't the case. We have since changed our number twice more and have been subjected to nuisance calls day and night for several months (see other post), usually between 2 and 4am repeatedly by some weird kind of faxback service using other peoples telephone numbers to call us which noone can get to the bottom of. Topped off with absolutely ridiculous billing that even they don't understand - being overcharged by around £40 every single month - we have the same argument month after month for several hours at a time - they asked us to send them a copy of our bill because they didn't have a copy of it! They can't fix it so the direct debit takes that amount each month - our calls are usually no more than £5 a month. Our broadband is slow and our tv continually crashes and the picture is terrible. We know several people with Virgin who are really happy so we've come to the conclusion we must be cursed!
After 7 months with Virgin and them not being able to charge us the correct amount, we'd had a gutful. We figured we'd go back to BT and start again with our phone and broadband. We hoped their customer service might have improved but couldn't be anywhere near as bad as we'd experienced elsewhere.
BT are trying to charge us £124 + vat before we even think of using a BT line.
Initially, I'd managed to place an order for BT and was under the impression that it was sorted - I was told we had a working line and would go live 48 hours later. Then I received a text with my appointment for an engineer the following day. It was only when I contacted them to find out what has happening I found out that they were going to send an engineer out AND charge me £124 + vat for the privilege even though I hadn't agreed to this. I had been told categorically up until this point that there would be no charge involved but noone bothered to tell me when they discovered the problem that this was no longer the case.
It seems at the moment our only option is to stay with Virgin which we really don't want to do. On the otherhand I really object to paying £124 to go back to BT when our line is working OK for them just to send an engineer around and leave again.
Does anyone have any advice?
We have had horrendous problems with our telephone service for the last few years.
Originally we were with BT but found we experienced quite a few problems with their customer service.
We looked at other options and lurred in by the promise of free broadband we moved to Talk Talk. We all know the story with appalling customer service if you can actually get through to anyone. After ongoing problems with the phone being cut off for no reason at all and then finally with no broadband for 2 months and not able to get hold of anyone to resolve it, we cancelled.
We then moved to Virgin for our whole Tv, phone and broadband package.so have been on fibre optic since last year. We then were subjected to a host of different problems. We were promised we could keep our phone number which wasn't the case. We have since changed our number twice more and have been subjected to nuisance calls day and night for several months (see other post), usually between 2 and 4am repeatedly by some weird kind of faxback service using other peoples telephone numbers to call us which noone can get to the bottom of. Topped off with absolutely ridiculous billing that even they don't understand - being overcharged by around £40 every single month - we have the same argument month after month for several hours at a time - they asked us to send them a copy of our bill because they didn't have a copy of it! They can't fix it so the direct debit takes that amount each month - our calls are usually no more than £5 a month. Our broadband is slow and our tv continually crashes and the picture is terrible. We know several people with Virgin who are really happy so we've come to the conclusion we must be cursed!
After 7 months with Virgin and them not being able to charge us the correct amount, we'd had a gutful. We figured we'd go back to BT and start again with our phone and broadband. We hoped their customer service might have improved but couldn't be anywhere near as bad as we'd experienced elsewhere.
BT are trying to charge us £124 + vat before we even think of using a BT line.
Initially, I'd managed to place an order for BT and was under the impression that it was sorted - I was told we had a working line and would go live 48 hours later. Then I received a text with my appointment for an engineer the following day. It was only when I contacted them to find out what has happening I found out that they were going to send an engineer out AND charge me £124 + vat for the privilege even though I hadn't agreed to this. I had been told categorically up until this point that there would be no charge involved but noone bothered to tell me when they discovered the problem that this was no longer the case.
It seems at the moment our only option is to stay with Virgin which we really don't want to do. On the otherhand I really object to paying £124 to go back to BT when our line is working OK for them just to send an engineer around and leave again.
Does anyone have any advice?
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