I then did the usual boring bits; rang my current provider (Be*) and requested my MAC code, put that into the ADSL24 ordering system with a few card / address details and voila! I then got to choose a date for the BT engineer to visit, I chose February the 18th 1pm - 6pm. Great, sorted (or so I thought), so I rang up Be* and told them the cancellation date (18th). All set.
Then I received the "normal" e-mails from ADSL24 upon joining them (on the 9th of Feb):
"Dear Sxxxx Xxxxxxx,
We are pleased to advise you that your order has now been submitted. We will usually have a further update within 24-48 hours containing information such as your activation date, username and other details..."
Great, looks like it's gone through ok. Then I receive this on the 10th of Feb:
"Dear Sxxxx Xxxxxx,
We are pleased to advise you that your order is now being processed.
The estimated activation date of this order is 18th Feb 2011."
Fantastic, so far I've got the date I want, I'm £80~ lighter (install + first month) and no issues! Then, on the 14th of Feb I got this:
"Dear Sxx Mxxxxxxx,
We are pleased to advise you that your order now has a committed activation date.
The confirmed activation date of this order is 18th Feb 2011."
Again, great! So I promptly went and booked the afternoon off work.
Now, on the 18th, I get home at 12:30pm and await the BT engineer's arrival, but at 3:40pm I've not heard a whisper, so I call ADSL24. I asked if the engineer's visit was still definitely on for today, and was told that yes, it was. They also said that they would get in touch with the provisioning service to see if they could get an estimated time of arrival for me; great!
Then the phone rang and I was told it was bad news, uh oh. The customer service rep. (CSR from now on!) told me that there was a mix-up in their system and that the date for the visit was actually the 24th of February (a Thursday). I said that I wasn't particularly happy about this, as I've had to take a half-day off work as holiday and that the date they have given instead is a day I can't do (I can only take off Friday afternoons).
The CSR then said that they would adjust my first bill so that instead of me paying from the 18th, I would be paying from the 24th when the line actually goes live. I was like, "of course you are, why would I be paying for it until it is activated!?". I said that I wasn't happy with the level of service that I had received so far and as a result was thinking of just cancelling the whole thing and going with a different provider. To which I was told "Oh well it'll take even longer to get online then, and BT have 'committed' to installing it now, so if you cancel you will be subject to a charge of roughly £100, plus the non-refundable install fee of £49.99" I was like "WHHHHATTTTT!?".
At which point I asked to speak to a manager, to which I was told there were none there (again, how!?) and that if I wanted to talk to someone about compensation, I should e-mail customer services. Pardon!? E-Mail? What, the thing you need a working internet connection to use!? Fuming at this point I said forget it, I'll call again tomorrow or on Monday to speak to a manager to cancel this thing.
So, so far ADSL24 have given me misinformation on numerous occasions and when I asked if I could cancel the whole thing, they threatened me with a £150 cancellation charge. All I can say is avoid ADSL24 at all costs. I'm thinking of going to the small claims court on Monday if they refuse to refund my installation charge and first months subscription.
EDIT: Oh and I should probably mention that my neighbour has very kindly allowed me to connect to his Wi-Fi to send this, so a big thanks to no. 21! ;D
Update 5pm 18/02: I've also now just realised that to remove your direct debit details from their system, you have to raise a ticket to get it removed, not just delete the details yourself. So I'm waiting on a CSR to action this, as I do not want ADSL24 having free-reign on my bank account.
Update 8pm 18/02: I've now confirmed that it was definitely ADSL24's fault and not BT's for not letting them know, in one of the control panels on their website I have found out that they were notified on the 14th of Feb. that the BT enablement date was the 24th of Feb; the same day that they confirmed with me that it was the 18th. I even have proof:
When ADSL24 were notified by BT: http://i52.tinypic.com/2qdoay1.png
When the e-mail to me confirming the 18th was sent: http://i51.tinypic.com/205b4nm.png
Edited by Global_Inferno (Fri 18-Feb-11 20:43:03)