Will our Village Hall EVER get a line installed?

[robinnj]

I ordered a new line and broadband for our Village Hall back on the 4th March. Although we are a Charity running a small Village Hall we were told it would have to be a business account.

On the 11th of April they erected the new pole that was required to install the line.

The next I heard was a text with the content below.

Message from BT: Your order,WJK***** is appointed for the first available date,08:00 to 13:00 on 12/05/14. To change please call 0800800152 or www.bt.com/track

I also received this text

Confirmed BT Visit - Order WJK***** @ NG13 0BG on 12/05 0800-1300 Call 0800800152 by 4pm today if you need to change. Failed visits are charged @ GBP120+VAT

As this is the Village Hall and not my home, I had to go down to the hall and wait from 08:00, and by 13:00 no-one had turned up. I contacted BT and they apologised and said they could re-schedule for sometime in June, to which I said that was not acceptable. The lady said she would escalate the priority of the call.

The next I heard was the text below.

Message from BT: Your order,WJK***** is appointed for the first available date,13:00 to 18:00 on 16/05/14. To change please call 0800800152 or www.bt.com/track

So again I went down to the hall and waited. By 15:00 there was no sign of an engineer so I contacted BT who said to hang on as the engineer would attend that day. I called them back at 17:00 having not seen an engineer to be told that he was not coming today!!!!

I rang BT and complained (waste of time), They said they would urgently re-schedule the appontment and I told them it would need to be a Monday or a Friday.

The next thing was an automated phone call to say they were coming on the Tuesday.!!!

19th got an automated phone call to say they were coming tomorrow which I took the option to cancel.

Again I rang BT and we agreed another appontment for Friday 30th May. I received the following text.

Message from BT: Your order,WJK***** is appointed for the first available date,08:00 to 13:00 on 30/05/14. To change please call 0800800152 or www.bt.com/track

All seemed on plan until I received this text.!!!!!!!!!!!!!!!!!!!!!!!!

Message from BT: Our engineer was unable to gain access to your premises to complete order WJK529EM. Please contact us on 0800800152 to re arrange. Thank you

Contacted BT who said it must have been a system problem, and that all was OK for the 30th.

Then I received the following text!!!!!!!!

Message from BT: We have not heard from you ref order WJK*****. We will assume you no longer require this order unless you contact us on 0800800152 by 30/05/14

Each time I called I tried to escalate the problem only to be told there is no one available, total frustration!

I give up!!!!! does BT have any clue how to handle examples of their poor service? They threatened me with a bill of £144 for each call failure, where is my £288?

[robinnj]

It gets worse, had a call from India just now saying the installation was now sheduled for 3rd June. A TUESDAY........

When I asked for this to be escalated he rang off!

How can service be this bad????

[robinnj]

Had to ring 152 and now we have another date, the 6th June, now over 3 months to get a line installed......

[Unhappybunny]

Robinnj, I can totally appreciate your disgust .

We have been waiting 3 weeks for a surveyor to 'have a look' at what has to be done to install a business line for us.
We have been threatened with these £120+vat bills for failed visits.
Once they never turned up, once they went to the wrong property, twice they have sent out the wrong person that can't help at all....e.g some that can just install a telephone point.
Getting to talk to someone is awkward, after navigating the switchboard options. They don't want to help and quite frankly don't understand or want to understand to help.....it's always another department.!
I used to have shares in this company, not anymore. I think it is a disgrace to British business that such a vast iconic company cannot organise such a simple task in their own line of business. It also gives not confidence of service going forward. If this was a small business it would sink!

I too have been sent the same text as you regarding no longer requiring your order this morning, but cannot do anything about it as they don't operate their help line over the weekend.

[Matthewpclark]

So frustrating form a communications company. I should have had an engineer yesterday to install a new line between 8AM and 1PM. Asked someone to house sit for me. 1PM came around no Engineer. Called BT, fought through a list of irrelivant options to get through. Spoke to someone, who called me back and said it wouldbe 1 to 2 hours.

Got my housesitter to wait 2 hours. No engineer. Called BT, who advised "He is still coming" then again at 5PM called BT , no Engineer.

However I have had relentless emails and teexts from BT reminding me to be at home. Obviously for their amusement. Utterly useless.