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Bloody, bastard BT Online and Phone Ordering ( so-called ) Service

(9 Posts)
stainedglassheart Wed 28-Jan-15 22:44:00

I've spent the last two hours fruitlessly and extremely frustratingly trying to set up a new BT Package. I wanted to order before the deadline of midnight tonight to take advantage of their £75.00 Sainsbo's Voucher. I have proceeded three times to the Personal part of the order , with just the Financial and Final Checking to go for completion. All three times I have been ' bumped off with a message saying '. Sorry we can't proceed with your order please ring us on 0800 44 33 11. This number only operates until 9.00 pm!

BT are really taking the piss! Has anyone else had the same experience this evening, or at any other time. If you did, could you resolve it before the deadline?

Hatespiders Wed 28-Jan-15 23:04:21

This afternoon I tried to ring them to remove free evening calls from my package. Waited 8 minutes then an Indian voice said hello. Immediately the line went dead and returned to dialling tone. Tried again grinding my teeth and waited another 6 minutes. Got a Geordie, and he did as I asked, but couldn't get my Broadband charge down at all. They're offering new packages for pennies to 'new customers'. The chap had the oiliness to say I am a 'valued customer'. Ha bloody ha.
Sorry, this is a rant and isn't connected to your particular problem. But they are total shit as you have found!

PoppyField Wed 28-Jan-15 23:05:56

Hello OP,

Don't bother with BT customer services on the phone/email. Cut and paste your post into a very polite but obviously frustrated, real paper letter and send it it to the Chief Exec (think it's Gavin Patterson). Google the address of BT headquarters in City of London.

I spent two weeks in landline/broadband/TV hell a year ago. They really can ruin your life. After a fortnight of total obfuscation and buck-passing, I wrote to Mr Patterson. I got action. Don't bother with the people whose job it is to give you the brush-off. Go straight to the top.

FarFromAnyRoad Wed 28-Jan-15 23:06:01

No -but I want you to know I empathise with your pain. I find it hard to believe in the Internet age that they're not doing this on purpose to avoid honouring the deal! I suppose you can only ring in the morning and hope you get someone with at least half a brain!

Offler Wed 28-Jan-15 23:29:53

Gavin.e.patterson@bt.com

Email now so that they know you were trying to do it before the deadline. His PA or business manager will pick it up and ping it over to the relevant bods.

stainedglassheart Wed 28-Jan-15 23:57:38

Well, I'm wondering now if Mr Patterson ,or anyone connected to him, reads Mumsnet! I finally completed ed the Online application five minutes ago and then came on here to share my joy!

Thank you so much for sharing your experiences everyone, and thank you PoppyField and Offler for the info. on their CEO.

The power of Mumsnet really is amazing. I had a huge problem with a new Moben kitchen years ago, where my complaints were being stonewalled by the Customer ( ha-ha ) Services Team. My lovely stepdaughter got a Mumsnet AIBU ball rolling, and eventually the CEO contacted me via Mumsnet. Then my kitchen nightmare was completely sorted out under the direct supervision of the North West Manager.

A diversion I know, but hopefully ' Hatespiders' will get satisfaction re your Broadband charges , when Mr Patterson wades in. Thanks for your sympathetic message FarFromAnyRoad, I really was tearing my hair out!
Cheers everyone!

Wonder if I'll get my £75.00 Sainsbo's voucher? If not, another AIBU thread will be posted!

stainedglassheart Thu 29-Jan-15 00:00:14

Oooops, I actually finalized the deal half an hour ago. I type very very slowly!

NetballHoop Thu 29-Jan-15 00:04:01

While I'm happy that you managed to finalize the deal, I hope you do better than me in getting the voucher. I gave up in the end.

stainedglassheart Thu 29-Jan-15 00:16:37

I'm sorry you gave up on the deal, NetballHoop. Flipping, bloody annoying isn't it?

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