I'm going to try and summarise this quickly as I've have spent far to long trying to chase up BT already. We had been getting sales calls for a while recommending us to upgrade as we were on an old package. So recently we gave in and signed a new term with an upgraded package.
Now Kathryn.A dealt with the enquiry and put the order through. We assumed this was now all dealt with and we would silently migrate onto the new package..... BUT, then on Monday 20th we got cut off. We have had no broadband service since, 3 days so far, we also have a mailserver sitting on this line and have had to reroute all our emails temporarily whilst BT sort the problem out.
Call after call, department after department, we eventually managed to speak to Kathryn who then organised a call back from Nathan.W. Nathan has said not only has an error occurred on their part processing the order, but the advice we had been given was lacking, and a high priority resolution should have been offered instead of just forwarding us over to sales as a new order.
Monday, promises where made that a high priority order would be put on and the line may be active again by the end of the day, call back promised before 4 pm. Nothing.... Tuesday morning call back promised, nothing. We were then told it would be online by the end of the day, and another call back promised. Nothing.... Wednesday morning call back promised, nothing.... I've been trying to get through all day, mobile goes through to voicemail, voicemails left. No call back... I've been calling the customer service line and just sit in the queue for minutes on end... So 3 days later we are still no where, no internet, no status update and nothing in the way of an apology for the inconvenience this is causing our business... all because someone ticked the wrong box in back office!!!
We are really appauled at the level of service BT have offered to resolve the problems they have caused. So far absolutely no progress has been made and I foresee tomorrow will be no different. What's more disgusting is we are completely in the dark and we cannot get through to anyone!!!! aaarrrggghhh!!!
