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Old 12-02-2009, 19:47
griffin_uk
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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
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Old 13-02-2009, 12:12
poppasmurf
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Welcome to the wonderful world of BT!

"Cue the extremely annoying automated BT phone system... "Please Hold".... I'm holding... and holding... and still holding..."

Don't bother with that. After dialling 150 or whatever, don't press any buttons at all and you will quickly be transferred to an operator - probably in India who you will not be able to understand, but as I said at the beginning, welcome to the wonderful world of BT!!!!
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Old 13-02-2009, 14:03
sla_steve
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talk about over reacting...
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Old 15-02-2009, 21:43
noise747
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talk about over reacting...
Who is over reacting? I don't think griffin_uk is over reacting, BT had no right to do that, if all waht was ordered is a phone line.

It is Bt once again being BT. I would write to the CEO just for the hell of it and let him know what I think
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Old 15-02-2009, 23:55
Steve_P
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Like someone else said on here, welcome to BT.

If all this is true, then they have broken the law. But I am afraid it's fairly typical. And personal details sent on an Unecrpypted E-Mail?

I'd write to the chairman and say what you would like and when, and expect a response in 7 days.

Cheers,

Steve P.
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Old 16-02-2009, 14:51
griffin_uk
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Like someone else said on here, welcome to BT.

If all this is true, then they have broken the law. But I am afraid it's fairly typical. And personal details sent on an Unecrpypted E-Mail?

I'd write to the chairman and say what you would like and when, and expect a response in 7 days.

Cheers,

Steve P.
Hi and thanks for your responses.

The personal details in the email that they sent to me was underneath the signature of the advisor who sent an email to tell me that my order was processed. The details were the result of the credit search they did on me, including my last three years of addresses, other personal details, and all my bank details including acc number and sort code without any numbers **** out.

I've spoken to BT's various customer services departments over the weekend to try and find out how my complaint from last week is progressing, but I keep getting pushed from pillar to post, and nobody seem's to have a clue what I'm talking about now!

I've still not recieved a letter from the manager-sounding guy, who said he would write.

I think like has been said here, that writing to BT and possibly sending it recorded delivery is the next stage...
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Old 28-02-2009, 08:08
the lord g
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Hi and thanks for your responses.

The personal details in the email that they sent to me was underneath the signature of the advisor who sent an email to tell me that my order was processed. The details were the result of the credit search they did on me, including my last three years of addresses, other personal details, and all my bank details including acc number and sort code without any numbers **** out.

I've spoken to BT's various customer services departments over the weekend to try and find out how my complaint from last week is progressing, but I keep getting pushed from pillar to post, and nobody seem's to have a clue what I'm talking about now!

I've still not recieved a letter from the manager-sounding guy, who said he would write.

I think like has been said here, that writing to BT and possibly sending it recorded delivery is the next stage...
email tis address cce@bt.com that goes to ian livingstones office and complain
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Old 28-02-2009, 14:20
iniltous
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Although you are quite rightly outraged at this type of 'slamming' it should be noted that BT is way down the list of companys
who do this sort of thing, infact BT is more sinned against that sinning as many more end users are moved from BT without their consent than those moved to BT without requesting it,
Also the CEO of BT stated that any BT employee or contractor found guilty of doing this will be dismissed
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Old 28-02-2009, 18:06
Captain W
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Although you are quite rightly outraged at this type of 'slamming' it should be noted that BT is way down the list of companys
who do this sort of thing, infact BT is more sinned against that sinning as many more end users are moved from BT without their consent than those moved to BT without requesting it,
Also the CEO of BT stated that any BT employee or contractor found guilty of doing this will be dismissed
Wasn't the order placed online though - an automated process - surely this won't be the first, or last order that is buggered up and services slammed due to either an issue with BT's website, or the order processing systems, or the middleware, or even the option for broadband appears on the initial telephone order and you have to remove it; or perhaps it's just not clear enough and easy to miss/add in error. As the actual telephone line wasn't active when the order was processed, this is perhaps why there was no mention of the broadband service as it wasn't fully switched on/active (perhaps??)

EDIT: Actually if you go and try and order a new phone line via BT's website, it has references of combining the line with broadband at least 4 times - clearly if the OP only clicked on the option for a phone line then there is something on the site/back end systems booking the wrong products.

Last edited by Captain W : 28-02-2009 at 18:13. Reason: had a look at BT's website
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Old 03-03-2009, 14:16
Moradin
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Book the new phone line through the Post Office..

i believe tis cheaper too
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Old 05-03-2009, 16:08
mjones
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I used the above link cce@bt.com to complain about something else but it got returned by Mail Administrator.
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Old 05-03-2009, 17:03
timboy
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I used the above link cce@bt.com to complain about something else but it got returned by Mail Administrator.
That'll be because it is the wrong email address.

It is cceo not cce.
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Old 05-03-2009, 17:14
mjones
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Ok thanks for that.
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