Spent nearly 2 hour and half hours on the phone to them over the last few days not inc time before and not getting anywhere.
Basically story as follows:
6 December - requested MAC Code, told to follow 5 working days
12 December - nothing arrived requested again
13 December - nothing still so spoke to someone who told to cancel as MAC code will not actually cancel line off, so did this
26 December - nothing heard again so spoke to someone and said look this is a joke you cannot provide me with MAC code, asked to cancel the cancellation request which he said he had done and requested MAC code again
30 December - BANG service cutoff phone and broadband, called complained took hours trying to resolve after speaking to about 3 people was told all they could do was email provisioning department as they cannot contact the wholesale department directly
31 December - Heard nothing so called again to be fobbed off waiting for reply
2nd January - Called to chase up status and was shocked that provisioning had said they would have to reorder the service from scratch. Explained I didnt think this was correct but after speaking to technical was transferred back to place new order. The annoying part came when he said your activation date is the 16th January. As you can imagine I was not impressed with this explained my frustration and he said he'll put me through to complaints afterwards to be cut off at the end of the call. He did say he can offer me a £10 gesture of goodwill for the inconvenience which i declined as it will not even match what im paying the service! Called back and raised compliant and supposed to be getting a callback from manager.
The post office clearly have NO customer care system in place or escalation procedure. So it will be 16 days for the phone to go back on plus a few days after than broadband complete and utter nonsense due to a mistake in there customer service advising giving me the wrong information. I'm considerable out of pocket (phoned from mobile as landline dead) and left without broadband at the worst time of the year.
Apart from that we've got billing issues from when they have not taken direct debts when they switched it to the new wholesale provider.
I won't hold my breath with the post office getting in touch with me, but I certainly will be lodging this with ofcom, watchdog.
Edited by chrisbond (Thu 02-Jan-14 14:22:46)