British Telecoms suck! You are by far the worst, crappiest and most ineffecient company i ever dealt with and the most unfortunate of all is that i have to deal with you in both my professional and personal life. I can deal with it at work because i get paid to deal with your shite but dealing with your inefficiency as a paying customer is another matter altogether.
In this age of technology and advances in science one would think that requesting for a phone line would be as easy as brushing one's teeth but it seems, not. Let me tell you in detail why BT has pushed me on the edge of a breakdown. The sheer stupidity of your incompetent staff and sub-contracted engineers leave me in tears (and apparently, i am not the only
one)
I initially placed an order online on the 15th of July, received a confirmation email for activation on the 27th of July. The 27th came and went and no further news so i checked order tracking on their website. I found out that my order was cancelled. There were no emails, no explanation as to why it was cancelled, just that it was.
I rang BT on the evening of the 27th and the lady told me that it has been cancelled but there were no notes on the system to explain why it had been. She suggested i re-order, so i did, over the phone. I got the appointment for the 4th of August, two days later i got not one but TWO letters from them. One was the confirmation of an engineer visit and the other was the direct debit mandate. On Sunday the 2nd, i got a text message, another confirmaiton of the appointment on the 4th of August between 1 and 8pm.
Monday - 3rd of August at half seven in the morning, i got a call from a "BT engineer" saying that he's installing the line that day. I told him that I have an appointment booked for Tuesday. He said that since he is in the area, would we mind getting the line installed. I asked if it was going to take a long and when he assured me that he was going to coming in the next half an hour, i said yes. An hour and a half after our conversation, there was still no sign of the BT engineer. Luckily, the number he rang from registered on my mobile so I rang back.
I was told that the guy has completed the job even if no one turned up at the flat. The guy from the other line said "Oh but someone let him in on Flat 48." Oh, but i don't live in flat 48, ours is flat 49. He said they are only allowed to install on the property in their job orders. Yes, but what if it doesn't correspond with the name??? I didn't even know that someone was already living in flat 48. So i went downstairs to flat 48, and spoke to our neighbour, who i haven't met, and asked if a BT engineer went to install a line on his property. He said yes and showed us his phone number, which is what BT has assigned to us. Told him of the mix up and said that he will ring BT as well.
I rang BT and told them the story and said that they have Flat 49 as my address on rheir system. One of the call centre staff told me that they will try and fix it. I rang again yesterday 4th of August and they happily told me that the installation was done and the job order was closed. When i told them that I still haven't got a dial tone, they told me to wait till the following morning as apparently it takes midnight till midnight to be activated.
Everytime i call, no concrete resolution is offered and they kept passing the call backwards and forwards between India and the UK. The worst thing is that i found myself having to repeat my problem time and time again. I sound like a frigging broken record, can't you people read your notes! Surely 2 mins is enough to keep you up to speed about my concerns. I even asked them to just cancel the order but that apparently, is complicated too.
So this morning with a heavy heart i called them again...yes, going thru the whole ordeal again. I was told that they will raise a fault and that they will aim to fix it by the end of play of the 6th of August. At lunch time, i received another call from yet another "BT engineer" who said that he's got a job order to fix the fault for guess what FLAT 48. Now this was enough to upset me again and made my blood boil!
I told the guy that there is no fault in flat 48, and the only thing he needs to do is to move it to flat 49. He again reiterated that they can only work on the property that's recorded in their job order. He told me to ring BT again which i have and now BT said that all my records on their systems is 49 and that OPENREACH made a mistake somewhere.
I demanded for it to be resolved but the guy i was speaking to hang up on me/cut me off, so i rang again to be told that they have now made sure that the order is for Flat 49. I am just at the end of my tether here, BT is so big and mighty and arrogant enough that they haven't got a complaint system in place. Everytime i request to speak to a manager the call centre agents says "i'm all you need to sort this".
The only reason we want a phone line is for broadband nothing else and it has taken almost a month for it to be sorted. My only frustration is that our building only has BT lines pre-installed so i can't even go another provider. The really annoying thing is that i have to keep spending money (as calls to 0800 from a mobile is not free) to call them to get things fixed.
I am really tired about this whole issue and since i'm the account holder, i have no choice but to deal with this matter. If i only have a choice, i wouldn't deal with this company ever again. I wish they go bankrupt.
"The problem is likely to be near your property" DUH! because you installed it on a different flat dummies!
