We mistakenly thought installing BT Business Total Broadband at two holiday lodges would be a relatively straightforward process.
The order was placed on 17th July 2011 and we still do not have working broadband in both properties. In one property it took until 23 December 2011 for the hub to finally be delivered.
In the other property, broadband was finally installed on 22 September but then subsequently disconnected on 29 November without warning. We have contacted BT and lodged a complaint and are still waiting on being called back never mind actually getting the service reconnected.
We have spent numerous hours initially waiting at the properties for the hardware to be delivered, then calling and e-mailing various members of BT's staff and getting absolutely nowhere. This has been very embarrassing for our self catering holiday business which relies heavily on guest reviews. Disappointed guests complaining about the lack of WiFi which they had been promised as advertised is not great. In one case, a guest left 10 days early as they required internet access for their business and had booked on this condition.
We showed a great amount of patience in waiting until the 8th November to raise a complaint despite appalling customer service, incompetence and broken promises on the part of BT. Your response to all of this was, eight days later, to simply provide a confirmation e-mail acknowledging that a complaint had in fact been raised.
To make matters worse, we have now been billed £800 for the Broadband service which had been incorrectly cancelled. There has been no attempt by BT to deal with our complaints where we have provided a detailed diary of events other than an e-mail acknowledging the complaint, apologising for the service and saying someone will call in the next 48 hours. Needless to say we are still waiting................
Highland Perthshire Lodges
