Another BT Order Run Around :(

Like others I have been tempted by the 'switch' offers on BT Infinity & Phone.

Currently, I pay nearly £50 to Zen for Fibre2 & Phone (even though my d/l has dropped to about 31Meg).

The BT offer is £28 inc 31Meg, unlimited + phone

I first ordered through the BT site but after a week nothing showing on the system - only order pending and no contact from BT. Also I asked for BT sport on SKY but no method of doing this.

So I ordered again but through one of the Switch sites - inc £50 Sainsbury's voucher. Again order was pending. This time I phoned them up and after many menu's got through to a difficult to understand Indian guy. He first said that order was ending because I couldn't get Fibre - I explained I was already on fibre and so he went away for a few minutes. He then came back and said order was now live (and I checked that it did now appear on the website with all details)- I also got him to cancel the first order. With the order this time, I was asked for my SKY card and BT sports is now active.

Anyway, on Sunday, I get an email saying there is a delay in my order and someone will contact me by 8pm 20th Jan - NOW the order does not show up on the BT website, saying it's cancelled. I rang yesterday after another unintelligible message left on my phone.

This time the Indian guy said order was indeed cancelled as it had not been placed correctly and there was an issue with ownership of the line??? Anyway, he disappeared for a few minutes trying to put me through to another dept but failed and said they would ring back - Of course they didn't??

Although the order is cancelled, BT sport is still active on my SKY box???

So I'm wondering if I should try ordering again because the switch site is now offering £125 Sainsbury voucher Plus a £50 M&S voucher????

I could go with an improved Zen package of £38 (still £10 more expensive than BT though)

I'm sure I read on the forums that someone had been told by BT that 80% of online orders after 31st Dec had been cancelled?

BT customer service sure does suck though

In reply to a post by odyseus:

I'm sure I read on the forums that someone had been told by BT that 80% of online orders after 31st Dec had been cancelled?

BT customer service sure does suck though

Here, near the end of the third paragraph.

Is the BT system asking if you have broadband already and requesting you to provide a MAC, (Migration Authorisation Code)

Continuing to place orders is not likely to change much, what you need to do is persist with one of the orders and chase to get them to resolve the glitch that is stopping you progressing.

With now two orders that may be partially in the system there is some unravelling to be done. Did you keep copies of any order/transaction numbers, i.e. always worth grabbing a screen shot when placing an order so that you have some proof at a later date.

OK, when going through the ordering process, it never asked me for a MAC code BUT it did ask my permission (by clicking a dialogue) for BT to approach my current provider ZEN. (As it turns out Zen supplied a MAC code some two weeks after requesting one)

Today I received a letter from BT thanking me for choosing to migrate my Fibre and Phone services and this take place on the 28th Jan - which was the date shown on the website before the order disappeared and said was cancelled ????

Rang BT yet again, they confirmed order had been cancelled and for me to re-order (for the 3rd time now). Nothing showing yet on BT site so far

I've now lost patience with BT - yesterday 3rd order status said complete but no Infinity switch over ??

Rang today and they said that order was complete then cancelled - again (3td time) with no explanation. Was told they can put another order through and will take 24-48hrs - I said what about my vouchers as I ordered online and got the spacial offer?? They said sorry but you won't get those now

So I said to the call centre guy - why should I bother switching to BT??

I've decided that I want everything (inc BT sport) cancelled - I now have two home hubs!! Waiting for a call back to cancel, as ordering dept was busy.

BT customer service is truly appalling in every way !

I think I'll stay with Zen Internet

Well we was with Zen for a while and when my Brother moved out he took his broadband with him, we had issues with ordering ADSL2+ with BT where the order when through fine, then we got an email stating they need a MAC Code.

So I phoned BT where I told them its not a migration and that the previous broadband is now at a new address.
This when on like forever over several calls, escalating up manager to their manager.

This went on for a few weeks, this resulted in our order basically being cancelled by them (not us), once BT got their act together we was able to re-order ADSL2+ however now the special deal which we chose was no longer available and was told I would have to pay the new price, where I said NO, I am paying the price that was offered when we made our first order that you mucked up, I said that firmly but in a calm polite manner.

I was then put on hold while they spoke to their manager and was then told yes that's fine, and now we are paying for the price that was on offer when we made our first order.

Paul

Good for you
I basically told them to cancel everything - the guy on the phone (I had to ring up again, as BT never rang back) said he would look into it, but I just refused.
I didn't want to take the chance of placing an order and then not getting the deal or vouchers??

I wonder how long they'll realise that they sent me two home hubs ???? I won't need them as I have a Billion Gigabit DSL/DSL cable/modem/wireless/router

In reply to a post by odyseus:

I basically told them to cancel everything - the guy on the phone (I had to ring up again, as BT never rang back) said he would look into it, but I just refused.
I didn't want to take the chance of placing an order and then not getting the deal or vouchers??

Well you could always record the order over the phone, and yes you have to let them know that you are recording this phone call at the start of the phone call, just get them to say their name.
That way is you didn't get what they said on the phone you have proof, and you may have a better chance of cancelling their product without a early cancelation fine, due to you didn't get what you ordered which was also confirmed by their sales team.

In reply to a post by odyseus:

I wonder how long they'll realise that they sent me two home hubs ???? I won't need them as I have a Billion Gigabit DSL/DSL cable/modem/wireless/router

Well probably not that long now you said it due to BTCare monitor these forums.

Paul

Um. They used to, and they used to come in and try to be helpful. They have a bot that does check PMs at least every 10 minutes, but whether anyone looks at what it finds is a different question.

There have been plenty of times they could have done so between their most recent, (a reply to you), and now.

The previous time was thirteen months before that!

Edited by RobertoS (Fri 06-Feb-15 16:24:28)