Appologies for the length
Last week, I ordered a BT telephone line to be connected in my new apartment. I did the application online, and recieved an email (along with all my very personal details, unencrypted) explaining my order and what would happen next. Now the email pointed out that I had ordered the connection of a new telephone line... and that was all.
My telephone line was connected without any problems late last week, I had my new telephone number and the line works well. Goodo, we're on the right track. So, obviously, I'm going to require broadband, and could get a great deal with O2 home broadband, so I ordered it. The chap at O2 was very helpful, completed the sign up process with me, and then informed me that the line already had a broadband tag on it. I explained that the line was a new connection, and he advised that the back office at O2 would contact BT to have it removed, and that I should ignore any messages from O2 requesting a MAC code as they would do all this, and all being well, my broadband would be connected within a week.
So, to today. No sign of an O2 router through the post, and several daily messages from them asking for a MAC code. No drama I thought, and rang them to get an update on the progress of seting up my account and broadband access. Speaking to another helpful adviser, I'm told that there is currently an active broadband service on the phone line, and that they could not proceed until I got a MAC code from the supplier. Obviously, I told them the story so far, and that this was the first broadband package I had taken out on the line. Without going into too much detail, I was told to contact BT and see what was going on.
Cue the extremely annoying automated BT phone system... "Please Hold".... I'm holding... and holding... and still holding...
Finally, I get through to someone, who swiftly informs me that the situation needs investigating and someone will call me back shortly. Fair enough.
Now I'm waiting... and waiting... and still waiting.
At this point, there is a knock at the door. A deliveryman delivering a swanky new BT wireless router for BT Broadband... Hmmm, quite confused by this now, but thankfully my brains computing power is saved by the phone ringing.
A friendly, manager-sounding chap from BT, explaining to me that he has a MAC code for me, but that BT Broadband is on my account, and the router I had just recieved was to go with it. Cue my outrage at the fact that not only had BT sent my personal information, unencrypted, via unsecure email, twice, and delayed me getting the broadband service I want, they have now decided that I would be getting BT Broadband whether I like it or not, and were preparing to bill me for the privilege!!
My mind is now going into overdrive as I seeth with fury talking to this fellow down the line at BT. Hang on though, I've already recieved my first BT bill and that says nothing about broadband... I've recieved no correspondence regarding broadband... but they were preparing to bill me for it...
Now I'm livid. The nice chap at BT says he will write to me in the coming days explaining the actions he has taken to remove the charges from my non-existant bill, and will supply me with packaging to send back their router.
So, in summary, if I hadn't have been inquizitive into the delayed O2 broadband delivery, I would have ended up paying for a broadband connection that I never ordered and never wanted, all without my knowledge or consent. This, folks, must be illegal.
Now, I know they are rectifying the situation, but surely something must be done about this. I've considered calling them again to express my outrage, but I thought I should wait for the letter from this chap I spoke to. Should I cancel my direct debit incase they attempt to overcharge me?
I'm incredibly angry, not only because they went behind my back and gave me a service i didn't want, but also, O2 now inform me that I have to wait another 10 days to get the service I want!
Cheers
Last week, I ordered a BT telephone line to be connected in my new apartment. I did the application online, and recieved an email (along with all my very personal details, unencrypted) explaining my order and what would happen next. Now the email pointed out that I had ordered the connection of a new telephone line... and that was all.
My telephone line was connected without any problems late last week, I had my new telephone number and the line works well. Goodo, we're on the right track. So, obviously, I'm going to require broadband, and could get a great deal with O2 home broadband, so I ordered it. The chap at O2 was very helpful, completed the sign up process with me, and then informed me that the line already had a broadband tag on it. I explained that the line was a new connection, and he advised that the back office at O2 would contact BT to have it removed, and that I should ignore any messages from O2 requesting a MAC code as they would do all this, and all being well, my broadband would be connected within a week.
So, to today. No sign of an O2 router through the post, and several daily messages from them asking for a MAC code. No drama I thought, and rang them to get an update on the progress of seting up my account and broadband access. Speaking to another helpful adviser, I'm told that there is currently an active broadband service on the phone line, and that they could not proceed until I got a MAC code from the supplier. Obviously, I told them the story so far, and that this was the first broadband package I had taken out on the line. Without going into too much detail, I was told to contact BT and see what was going on.
Cue the extremely annoying automated BT phone system... "Please Hold".... I'm holding... and holding... and still holding...
Finally, I get through to someone, who swiftly informs me that the situation needs investigating and someone will call me back shortly. Fair enough.
Now I'm waiting... and waiting... and still waiting.
At this point, there is a knock at the door. A deliveryman delivering a swanky new BT wireless router for BT Broadband... Hmmm, quite confused by this now, but thankfully my brains computing power is saved by the phone ringing.
A friendly, manager-sounding chap from BT, explaining to me that he has a MAC code for me, but that BT Broadband is on my account, and the router I had just recieved was to go with it. Cue my outrage at the fact that not only had BT sent my personal information, unencrypted, via unsecure email, twice, and delayed me getting the broadband service I want, they have now decided that I would be getting BT Broadband whether I like it or not, and were preparing to bill me for the privilege!!
My mind is now going into overdrive as I seeth with fury talking to this fellow down the line at BT. Hang on though, I've already recieved my first BT bill and that says nothing about broadband... I've recieved no correspondence regarding broadband... but they were preparing to bill me for it...
Now I'm livid. The nice chap at BT says he will write to me in the coming days explaining the actions he has taken to remove the charges from my non-existant bill, and will supply me with packaging to send back their router.
So, in summary, if I hadn't have been inquizitive into the delayed O2 broadband delivery, I would have ended up paying for a broadband connection that I never ordered and never wanted, all without my knowledge or consent. This, folks, must be illegal.
Now, I know they are rectifying the situation, but surely something must be done about this. I've considered calling them again to express my outrage, but I thought I should wait for the letter from this chap I spoke to. Should I cancel my direct debit incase they attempt to overcharge me?
I'm incredibly angry, not only because they went behind my back and gave me a service i didn't want, but also, O2 now inform me that I have to wait another 10 days to get the service I want!
Cheers
