Hello all, I was hoping somebody would give me some help me figure out the next steps to take in an ongoing dispute I’ve had with BT. I’ll try to keep it short-
I signed up to get fibre optic broadband via EE at the end of September. EE apparently deliver this via BT. Grand, no problem.
The first engineer visit was cancelled because the router went missing en route to my house- ok, these things happen. Not another engineer appointment until the end of October- take a day off work for that.
My existing service with EE is cut off on the 27th of October, as thats when BT should have taken over. No internet for a week. By this point I’m in touch with customer relations. To their credit, they do provide complimentary bog standard broadband from then.
The next appointment goes ahead but fails because nobody has thought to check with my downstairs neighbours about putting a box on their wall. My address is clearly a “flat” address, and I live in an area which is about 60% tenements. BT say there was no way of knowing this would be an issue until the day of the appointment. I feel that if they had flagged this issue, I could have checked with my neighbours.
Appointment rebooked for 25th November, despite customer relations saying the 24th. This wasn’t really a problem as I had taken a whole week of work, but doesn’t fill me with confidence.
On the 25th the engineer turns up and immediately says “sorry, BT have told us not to install FO on multiple occupancy residences”.
Speak to customer relations person again, she says she’s “shocked” he said that. I get another text saying that the engineer has been rebooked for the 10th, but by this point I feel it’s unfair for me to keep taking days off work for something that keeps failing. I speak to BT to cancel the 10th appointment and suggest that I get a normal broadband contract just now and we could maybe revise fibre optic in the new year. Not a problem, says customer relations lady.
I get home and THEY’VE CUT EVERYTHING OFF!! My phone line and my broadband. Plus two emails saying I’m going to be charged by BT for several hundred pounds for ending the contract- I feel that BT have failed to fulfill the contract!
After an hour on hold they are reinstating my phone line and the woman I spoke to assures me that I won’t get charged, but I have so little faith in them. I don’t know what to do, I don’t have several hundred pounds to give them, nobody mentioned any of this on the phone. I don’t know what to do!
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Help! BT are being a nightmare!
17 replies
Furrybootsyecomfy · 08/12/2020 12:36
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