BT JUST DONT CARE

[skeltonmfc]

Hi Everyone

recently I ordered BT Business broadband and telephone for my new business premesis and I was given a connection date of the 29th of October and I get the usual texts messages confirming the date and information stating BT would charge me £100.00 if the engineer can't gain access blah blah blah. Anyway the 29th comes the engineer turns up connects the phone and tests the lines he then says to me "your telephone and broadband is now active just plug your phone and pc in and away you go, if the broadband doesn't work don't panic as you may have to wait until midnight for the line to be ready" unfortunately we had no pc's or telephones there at the time as we were still at our old premises so we couldn't self test.

Next day we spent the whole day moving out of our old premises 25mile trips each time, plugged in the phones all good, set the computers up but no internet. I ring BT and they say you just need to wait for your broadband username and password to be sent through that may take up to midnight, 30 mins later a receive this information enter it into the BT hub still no luck so ring back. The lady at BT then informs me that there has been a mistake and no one has placed an order for the broadband she also apologises and says it's completely BT's thought and she would rectify it and we should expect internet after midnight. By this stage im a little annoyed but it’s not the end of the world as my employees don't start till the next day. An hour later I get an email saying your broadband will be activated on the 6th of November! At this point im angry I ring back for the 3rd time going through the same automated service that never knows what you’re saying explain the whole story again and the woman buts me on hold for 20 minutes while she investigates, she then comes back and says "yes I can see your service hasn't be placed it's our fault but unfortunately it can take up to 5 working days but I will fast track you so your broadband will be on within 24-48hr but ill ring you tomorrow to confirm once I have got this passed" I inform her this is not good enough I have six employees that are coming to work for the rest of the week that I have to pay. After 20 minutes and no joy the call is ended.

The next day comes I have 6 employees I’m paying to twiddling their thumbs and I haven't received a phone call so I ring them for the 4th time I explain the whole story again get put on hold for 10 minutes while they investigate again and the guy comes back and says "I can see what as happened we put a fast track request in yesterday and it got rejected by our suppliers because the account is still open so we will put it in again today which can take 24hrs then we will try a fast track again which can take 24-48hrs. Now my head is ready to explode I ask to speak to a supervisor he says “they will just tell you the same”, after arguing with the guy for 15 minutes he says ”ill speaker to my supervisor” he then comes back and says “she’s on a call she will ring you back within an hour. hour passes no call back.  I ring BT back again for the 5th time argue with another guy for 15 minutes to talk to a supervisor in which I finally get through to a guy who they say is a supervisor by the name on Atkin no surname, I inform him that BT are costing me hundreds of pounds a day in staff wages when they can’t even do there  job and he informs me there is nothing he can do except but in a request again with the supplier to fast track in which I say what happens if they reject it again, in which he replies “they won't this time I’m looking after the case and what I can offer you is a free wife dongle" for the time being“ so I say how long will they take to be delivered in which he replies "no we can't send you one you have to go out and buy one and we will reimburse you up to the amount of £55.00". How check is that its there mistake yet one they want me to go out and get it while I’m trying to work, two they want that to come out of my pocket and three they will only supply one, what good is one when we have 6 employees. I then decide to leave it im thinking BT have made so many mistake they must get it right this time so at worse it will be on Monday (today)

I get into the office and guess what still no broadband I ring again for the sixth time I ask to speak to this Aktin person and get told his not available so I have to explain the situation again were the guy puts me hold for 10 minutes again to investigate comes back and says unfortunately you line has been rejected. We have put in a request in which will take 24hrs then we will try to fast track, I’m starting to think this is a wind up!!

Sorry for the great big rant but these useless people at BT orders centre are inept they have cost me into the thousands now, they know full well I can’t go anywhere else as it will take a month to get internet. They no were only a small company so trying anything legally would cost us money we haven't got. Basically there untouchable were just a small fish another number so the fact they are having a damaging effect on my business doesn’t mean diddly squat to them. I WILL NEVER IN MY LIFE USE THERE SERVICES AGAIN AFTER THIS.

Is there anything I can do to get anything back any advice would be greatly appreciated

David

[skeltonmfc]

Just to update everyone, i rang bt again today i was told my broadband was active so i asked them to run some test to make sure before i head down to the office 25 miles, guess what after tests they say, " o no sorry there seems to be a problem ill transfere you through to our connection department"

same story again the fast track was rejected we will try again tonight !!

so ultimatly i belive they were never going to get it on before the 6th and instead of being truthfull they have wasted my time day after day and stalled me, i have now emailed ofcom with the case and they are going to investigarte so hopefuly they will be delt with

[peterreybtopen]

I went to switch to BT from another provider but decided not to at the last minute as I'd lost confidence in their ability to provide the services we needed. After cancelling the order, BT continued to process the order and we not only lost our broadband but also an IP address block we'd had use of for over 15 years! It's taken months of web downtime and lost email before managing to get it fixed (ish). BT have offered zero help and little in the way of settling the matter with us.