I was supposed to move house on the 29th August and had arranged for BT to come out and connect the phone at the new house. The move got delayed (turned out the wiring was a bit of a death trap so had to get rewire job done) and I rang them on 20th August to cancel the engineer/house move.
I rang them back on 27th August when I got a new moving date and arranged for the switchover/engineer to go ahead on 12th September instead. On this call the advisor realised that the previous job - for 29th August - hadn't actually been cancelled. She apologised and assured me it was now cancelled.
On Friday (the 29th) I came home to find that my phone line had been disconnected 
I rang them up and was told that the earliest it could be reconnected is today, the 1st. Oh sure enough it's been reconnected this morning, but with a new phone number. When I rang up to ask about it they said I'll get my old one back once I actually move.
I've had no phone all weekend and needed to use it to ring around sorting stuff out for the move - removal company, utilities, etc. I've had no Internet as it's connected to the phone line and now it still won't work as it's apparently linked to our phone number so doesn't work on this new number. I was going to watch a film on Netflix on Friday and couldn't. I'm waiting for a phone call to confirm whether I've got a place on a course I've applied for, they won't be able to ring. I've got a mobile and I've used nearly all of my minutes up ringing BT and making calls that I would normally use my land line for. I've also had to use a massive chunk of my data allowance on my mobile looking up stuff I'd normally use my wifi for.
I emailed a complaint which they say has been resolved as my phone line is back on - the attitude is basically 'what more do you want?'. They've given me £2.22 compensation. I shit you not. Two quid.
When I said a new phone number is just as useless as having no phone they said I'll just have to ring everyone and let them know my new number, then ring them again when I move to tell them I've got my old one back!
Would it be churlish of me to email the CEO and fill them in on what a pile-o-shite the company actually is?
AIBU?
to think BT are utterly, utterly crap at customer service
bearfrills · 01/09/2014 12:51
They are dreadful but don't give up with your complaint. I kept on and on and refused to speak to anyone other than supervisors and eventually got half price line rental and broadband for a year
I emailed him and someone from the senior team is ringing me tomorrow 
This reply has been deleted
Message withdrawn at poster's request.
Definitely tweet at them. Their business team royally screwed up when we were moving business premises a few months back and we got nothing but lies from their call centre.
I went after them on twitter with a daily update about the lack of progress and it got half way to sorted (2 weeks late and with standard broadband other than the infinity we are paying for). It cost our business a serious amount of money due to being essentially un contactable for a fortnight so the fight is continuing.
They are insultingly useless but unfortunately we have no local alternative.
In every single tweet use the @BTcare name. They will try to divert you to private messages to save face. It's up to you whether or not you are feeling benevolent enough to let them.
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