One of my relations runs a business and recently saw BT's latest business offers for their "Superfast Fibre Enhanced & Cloud Voice Express" bundle, which would cut his bills by nearly half. So he called up and ordered it.
His new router duly turned up, but on the install date the engineer didn't. He called instead from a nearby premises, he had been sent to the wrong address. But because that's what his paperwork said, he said he couldn't go to the correct premises and it would need to go back to BT to resolve.
The next day the customer got a call from BT trying to charge him for a missed appointment! Not so fast he argued, you went to the wrong place. That seemed to get resolved, but then the same or next day, the customer's landline went dead, along with their internet. And for good measure, their email address as they use the included @btconnect.com email as their business address (I know, not a good idea) also was disabled.
Now despite repeated calls to BT over the last 4 days, they've been told the best BT can do to restore their landline and set up broadband is 10th March. After 4 days offline they did finally manage to restore the email account today. Obviously this is not good enough, and is potentially business destroying. Does anyone have any quick routes to escalate a problem like this for a faster resolution? I've suggested the online comlaint escalation form as the phone calls don't really seem to be achieving anything.
As it is, the online offer for the Superfast Fibre Enhanced & Cloud Voice Express service talks about "signing up today, getting online tomorrow" using the 4G assure part of the service, but again BT have failed to offer this either. They did advise the customer to go out and buy a USB mobile dongle and said they'd refund the cost, but the customer being a bit of a technophobe, hasn't done this yet, and probably won't bother now he has email back on his phone. The lack of landline is now the biggest issue.