My broadband was dis-connected last Thursday - it is the FOURTH time British Telecom has dis-connected me since 2011! I have been a loyal BT customer at the same address for over THIRTY years; their customer service managers confirm my account has always been paid in full and on time, and I have never caused them a problem. The story of what happened is hard to believe (unless you have to deal with BT)! In September, a BT engineer arrived to switch me to BT Infinity - For reasons known to itself, BT had sent the required Home Hub to my home addressed to someone else who doesnt live here... so I had got rid of it, as one does! The engineer kindly re-appeared with another... only to tell me either I supplied electric power to my hall (which there currently isnt) or fit the Home Hub in my study (where the current broadband modem is)... which would mean him cutting off my downstairs phone because the Hub has to be at the first pone point. The BT engineer LIED, because he was too lazy to re-wire the house with the Hub in the study and the other phones in the house being extensions of it! The BT engineer who visited today took under 30 minutes re-wiring. Having been told I could not have Infinity AND a downstairs phone, I cancelled the order. On the morning of 4th October, I received a phone call from an Indian working for BT in India, who asked me to confirm I agreed to Infinity being installed on 17th October (last Thursday); I told him NO, giving the explanation of why; he responded Can you confirm you agree to the installation?; I pointed out I had just refused and gave the reason; he said Can you confirm you agree to the installation?; Any way, after this exchange was repeated some half dozen times, I just put down the phone, realising (as one does) that I could have a more intelligent discussion with a brick wall! Within ONE minute, I received the email confirming I would be switched on 17th, which I could not use, as I could not have Infinity for the reasons the first engineer gave. Last Thursday, I duly found my internet access removed, so I have been off-line since. On Thursday evening I phoned BT and was told by a lady in India that I would be re-connected the following day (last Friday), so I stayed home waiting. Needless to say, I was NOT re-connected, and phoned BT MANY times that same day, on call in the morning and another in the afternoon EACH lasting nearly ONE HOUR: I was promised I would be re-connected Saturday morning... staying home again, and needless to say, I WASNT re-connected! On Saturday I made MANY more phone calls to BT (in India, of course), one alone lasting ONE HOUR FORTY MINUTES, finally being transferred to a lady in England (who I had earlier been told did not exist) who promised I would be re-connected on Monday morning... once again I stayed home, and needless to say, I wasnt re-connected, BT has no record of the conversation with a lady they are not aware of existing, and no order was given for an engineer; On Monday (two days ago) I again made MANY phone calls to BT (they are all in India) and was promised I would be re-connected on Wednesday morning, the Indian telling me I was being sent an confirmatory text to my mobile phone as we spoke; Well Im finally back on line this afternoon, but that text message to my mobile now turns out to be an email to me... which I could not receive as they had cut off my internet!!! So, today, a lovely BT Openreach engineer finally turns up, tells me the original engineer back in September lied to me (obviously, as I am now wired up to my study and all my phones are still working!!!), that I didnt need the Infinity I was persuaded to have as my connection speed is 6megs and I dont download music or films, that BT had actually finally cancelled my internet on my instructions (ignoring that I had insisted and they had agreed to switch me back to the old-fashioned broadband service)... and thanks the just ONE competent BT engineer, I now have a perfectly working internet service AFTER SIX DAYS of BT making my life HELL. Trouble is, I no longer believe a single word BT tells me, I have absolutely no trust or confidence in BT, and (if Im honest) I dont actually believe my internet will stay on or work properly for long after the misery to which they have subjected me, requiring me to sit at home for four days (Friday, Saturday, Monday, and today). I am sick of BT. Period. I have demanded not just some pansy reduction in my next quarterly bill, but a substantial compensation payment, which I dont expect they will even consider (let alone pay) because BT clearly doesnt give a damn about their customers.
Posted on: Wed, 23 Oct 2013 13:16:04 +0000
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