BT - incredibly poor service
Discussion
Moved into a converted barn here in Cornwall and called BT to come install a phone line on September 28th or 29th. I did the usual credit check thing and was told that because of having a disability / health issues, I would be a priority. They gave me the date of October 21st for the installation to be completed. I thought a 3 week wait seemed a bit much but there was nothing sooner. Over the next 3 weeks I received several texts and emails stating that I needed to be available between 8am and 1pm for the engineer and for a minimum of 2 hours after the 1pm deadline, incase the engineer didn't arrive till then.
The 21st rolls around and I sit waiting patiently.
By 4pm it seems clear no-one is coming.
On the morning of the 22nd I call BT and after going through their ridiculous automated hoop jumping, I finally get to speak to someone. I am told that the engineer didn't come due to ''routine line maintenance''. When I suggested that ''routine'' would mean this was something that could be foreseen and so shouldn't interfere with scheduled work, I was told that it related to the line to my home and was very important. I explained that I didn't actually have a phone line as their engineer hadn't been and installed it. I was then told someone would call with an explanation on the 25th, 3 days later! No-one called.
The following week or so has been repeated calls, emailed complaints and comments on the BT Facebook page and I'm still no nearer getting a phone line installed. I am told they will call me on Monday 3rd November, at which time they may be able to reschedule an appointment to do the installation. When I asked if it would be in the same week, I was told it would most likely be 2 or 3 weeks later1 (around 17th - 24th November!)
2 months to get a bloody phone line installed?! The line to next door is about 12 feet away! Is it really such a demanding task to run a cable from the telegraph pole to my house, then screw a phone point to the skirting board?
I also asked about being compensated for the day wasted, sat waiting for their engineer. I was told there was nothing that could be done and my expectation to be compensated was 'unrealistic'.
I am appalled by the poor service given by BT and would have gone elsewhere, were there an alternative available.
The 21st rolls around and I sit waiting patiently.
By 4pm it seems clear no-one is coming.
On the morning of the 22nd I call BT and after going through their ridiculous automated hoop jumping, I finally get to speak to someone. I am told that the engineer didn't come due to ''routine line maintenance''. When I suggested that ''routine'' would mean this was something that could be foreseen and so shouldn't interfere with scheduled work, I was told that it related to the line to my home and was very important. I explained that I didn't actually have a phone line as their engineer hadn't been and installed it. I was then told someone would call with an explanation on the 25th, 3 days later! No-one called.
The following week or so has been repeated calls, emailed complaints and comments on the BT Facebook page and I'm still no nearer getting a phone line installed. I am told they will call me on Monday 3rd November, at which time they may be able to reschedule an appointment to do the installation. When I asked if it would be in the same week, I was told it would most likely be 2 or 3 weeks later1 (around 17th - 24th November!)
2 months to get a bloody phone line installed?! The line to next door is about 12 feet away! Is it really such a demanding task to run a cable from the telegraph pole to my house, then screw a phone point to the skirting board?
I also asked about being compensated for the day wasted, sat waiting for their engineer. I was told there was nothing that could be done and my expectation to be compensated was 'unrealistic'.
I am appalled by the poor service given by BT and would have gone elsewhere, were there an alternative available.
e21Mark said:
DocJock said:
I had a similar problem last year.
Email the CEO, gavin.patterson@bt.com
A very nice lady from his office will contact you and get her resolution team on the case
Done.Email the CEO, gavin.patterson@bt.com
A very nice lady from his office will contact you and get her resolution team on the case
They're here right now doing my installation and have been since 8.30am. The engineer said they've been dreading this job and that's partly why it's taken so long for them to commit 2 engineers to it. Now if this had all been explained from day one, I could have understood and been more patient. Instead, it's been repeated bull**** excuses and chasing my tail.
Fingers crossed I actually end up with a service that works?!
Fingers crossed I actually end up with a service that works?!
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