BT internet turn on

[clakk]

Sky we pay £23 inc line rental for fibre should be 40meg never been lower than 72 meg ,no problems.Got rid of sky tv have a freesat box only 35 quid 300 channels incl .HD no monthly fees

[winnie&bezza]

Well after not getting internet by 6pm yesterday like BT said, we called them up to tell them it's not on and he said it had been turned on already! He run a test on the line and it showed a fault. We've just moved into a new apartment and I reckon either the cables been damaged or not connected properly. Surely BT could of picked that up? He then said we will need to send an engineer and if the fault is our/builders fault or the engineer has to step into the our place then we will be charged £124! We can't afford that so we cancelled. We rung sky and told them about fault and what deals they can do and they said we will send an engineer to sort it for no cost and we got unlimited internet,evening and weekend calls,kids channels,music channels for £40.40p. Cheaper than BT! Kinda wanted BT sports but Nevermind.

[TIGHTCHOKE]

I get super fast BB and landline, TV package et al from TalkTalk for £32

[winnie&bezza]

I get super fast BB and landline, TV package et al from TalkTalk for £32

Theres always someone ha. Good deal! I forgot to add that we get box sets aswell. It's all a minefield for me. Edited December 18, 2016 by winnie&bezza

[TIGHTCHOKE]

We only have one contract though!

[old man]

You may find similar fun when you have gone to another provider?

 

It would be very easy to suppose that the line they proved afterwards is quite prone to dropping out with enough regularity to make one spit out epithets.

Strangely when we left them the operator said " you will be back" ? ?

[Medic1281]

We are having terrible trouble with the line dropping out at the moment. Initially I thought it was the home hub, but bt have assured me it's the line. We keep losing broadband connection, the wifi remains strong, just no internet connection. To be fair, I've had lots of calls from India since complaining. Hopefully getting it sorted this week.

[jonno 357]

Been with BT since year dot. Amazing speeds. Just done a speed test 127 Mb/s

Never had any line problems. Burnt out a router couple years ago but was sorted in 2 days

[winnie&bezza]

It's amazing how some people haven't had any problems with them but going by this thread, most have had problems. The other thing I forgot to add was that when the other half was on the phone to them on saturday (3 days after initial stated internet turn on), they said it should be on by 6pm that evening and please don't call us again as we are very busy! ****** cheek of it.

[FatFreddysCat]

When I moved house I told them where I was going 2 weeks before I moved. They said it would all be connected and working on the day I moved in. Took 3 weeks and countless calls to an Indian call centre to get connected. When my contract is up in Feb I'm calling all the suppliers call centres and will be going with the first one who's staff can speak English.

[ferguson_tom]

BT are fine as long as you have no issues. Their call centres are horrendously bad, come to think of it the worst I have ever had to deal with.

 

If something is too difficult the operators they just lie to fob you off and actually do sweet FA. I would strongly suggest if you are having issues already then cancel it asap!

 

Sky are expensive but the service is very good.

 

Other option and what we now do is just have phone, Internet, free sat box plus Amazon and Netflix subscriptions. Much better than the kids channels as they have complete series available and lots of then.

[winnie&bezza]

When I moved house I told them where I was going 2 weeks before I moved. They said it would all be connected and working on the day I moved in. Took 3 weeks and countless calls to an Indian call centre to get connected. When my contract is up in Feb I'm calling all the suppliers call centres and will be going with the first one who's staff can speak English.

That really is bad. All I can say is they could t give a damn and are arrogant due to the fact they are 'BT'.

[winnie&bezza]

BT are fine as long as you have no issues. Their call centres are horrendously bad, come to think of it the worst I have ever had to deal with.

 

If something is too difficult the operators they just lie to fob you off and actually do sweet FA. I would strongly suggest if you are having issues already then cancel it asap!

 

Sky are expensive but the service is very good.

 

Other option and what we now do is just have phone, Internet, free sat box plus Amazon and Netflix subscriptions. Much better than the kids channels as they have complete series available and lots of then.

Yep we've already cancelled. Gone with sky as we got it cheaper than BT and a lot more helpful.

[al4x]

Touch wood BT have been fine here, last renewal it was nice to talk to a uk call centre. Tv fibre bb and phone line £35 a month with a bit of negotiation and a 2 year contract so I haven't got to worry about it next year. So no complaints here other than having to barter for a deal rather than a decent up front pricing structure

[toontastic]

BT are fine as long as you have no issues. Their call centres are horrendously bad, come to think of it the worst I have ever had to deal with.

 

.

I used to work for bt dealing with escalated complaints.

Basically if a customer had called 10 or more times with a problem and it failed to be resolved and they complained about it I got to investigate and help resolve any issues.

Problems used to be whenever I rang agents who dealt with initial enquiries and identified myself as a member of escalated complaints they would sometimes just hang up on me and the backlog of complaints to be investigated was massive.

This was a few years ago and I would like to think improvements had been made to customer service.

[ferguson_tom]

Haha that says all you need to know if you need to call them 10 times for it to be considered an escalated compliant!

[winnie&bezza]

It gets worse! As I've said, we cancelled on the 10th of Dec after being told an engineer would have to come out at the cost of £124 if he stepped into the apartment.

We were given a 14 day cooling off period and I stated that I don't want to be charged a single penny as we received no service at all. Last night I checked my account and noticed £111.59 taken by BT!

Straight on the phone this morning and after being put through to 3 different people we ended up in India (again) and were told that the money was taken for 1 months service and a service charge for refusing an engineer!!!! ***!

He said I will tell my manager and he will call back with if an hour and he promised he would.

1hr 30 mins later I rang up again and got through to an English chap and I went through it all again. He said I will have to get my manager to ring you and I said I can assure you I won't get a call back to which he said all I can do is say he will.

So 4 hours pass and I'm getting more angrier by the minute, so I go online and find the BT online chat help and shaila responds. She says can I call you as your problem needs a different department as your account was closed.

She's rings me and I get out through to another English chap. I gave him both barrels and he said let me look into your account. He said I can see that the money has been taken but I need to put you through to billing department. **** sake I thought.

I was put through to India again and before he got talking I said can I speak to your manager as we've dealt with your department before and get nowhere. He said I've had the same training as him so I can sort your problem. So off I went again with the problem. He looked into are account and said I can see the money that's been taken and you will have to wait for the final bill which will take 6-7 days and then you will need to ring up for a refund.

I was (am) furious and said so why have you taken money from us before the final bill? He just kept saying you need to wait for final bill and the ring for refund. How do we know if they are not going g to contest it? I'm Absolutely gobsmacked at such a shocking service.

[TIGHTCHOKE]

Cheeky ****ers!

 

 

 

If you can be bothered ring then continually until you get over 10 calls, perhaps then it will escalate to serious complaint.

 

 

 

Also go looking for the telecom industry ombudsman, complain to him and tell BT you have done so.

 

https://www.tio.com.au/making-a-complaint

 

Good luck Mate.

Edited December 29, 2016 by TIGHTCHOKE

[winnie&bezza]

Tell me about it.

 

Is that 10 calls in a day? because we must if rung 10 times overall. So angry.

 

That's brilliant and thanks for the link. Will definitely look into it further.

 

Cheers mate.

[GingerCat]

I've been on the phone to them myself. All was fine on the broadband front until about a week before xmas when the line became inconsistent and the latency through the roof.

Spoke to an English girl who said she would turn the interleaving off and to call back Friday morning if nothing had changed.

Called back this morning and an Indian chap told me there was no such thing as interleaving and put me through to the landlines section.

An hour on the line to them and they told me that intreleasing had indeed bwen turned off and the line checked out fine.

I'm nt excatly knew to the whole computer thing and called the bull **** card.

Gonna see about leaving them as they aren't providing me the service they advertised.

[ferguson_tom]

And so it begins. Sorry to be bearer of bad news it took me around 4 months well over ten phone calls and threats of legal action until they sorted my bill out!

[TIGHTCHOKE]

Strewth!

[winnie&bezza]

I've been on the phone to them myself. All was fine on the broadband front until about a week before xmas when the line became inconsistent and the latency through the roof.

Spoke to an English girl who said she would turn the interleaving off and to call back Friday morning if nothing had changed.

Called back this morning and an Indian chap told me there was no such thing as interleaving and put me through to the landlines section.

An hour on the line to them and they told me that intreleasing had indeed bwen turned off and the line checked out fine.

I'm nt excatly knew to the whole computer thing and called the bull **** card.

Gonna see about leaving them as they aren't providing me the service they advertised.

That doesn't surprise me. Truly terrible.

[Sussexboy]

I have only had one problem with BT, but it went on for three weeks. I emailed the CEO Gavin Henderson directly, telling him what I thought of his customer service and suggesting some suitable books that he and his team may wish to read on the subject. My complaint was passed to Liz Tunnicliffe who is the head of high level complaints. She was very good and the problem was resolved in 24 hrs. Why could that not happen before??

[winnie&bezza]

And so it begins. Sorry to be bearer of bad news it took me around 4 months well over ten phone calls and threats of legal action until they sorted my bill out!

Thanks! Ha. Well we started a complaint before we closed the account and 3 days later a lady rang and asked if we would be happy to close the complaint to which we said yes as we thought it was all over.

We sent an email to their complaints team last night explaining all what's gone on and that we want to refunded asap. We also said that if it's not sorted asap we would open the complaint with the TIO which we are going to do anyway.

I'm prepared to go to legal action aswell. May I ask what happened with your bill?