BT advice

[BTcomplaint]

Does anyone know any way of getting problems with BT taken seriously?? They’ve completely messed up our broadband order, cutting off our old copper connection before the fibre is actually connected to our house. We’ve been 3 weeks without internet now apart from a 4G hub which is really limited (and took 3 separate promises from them before they even sent that out!)

My son is in the middle of Nat5 exams (roughly GCSE equivalent) and both my husband and I need internet for a lot of our work.

We were promised engineer would be out today but they didn’t show up and the call centres are just going round in circles because it’s showing up as completed or cancelled on their system. Now they can’t do anything until after the BH weekend and I’ve no faith at all that it’s going to get sorted out on Tuesday. 😩

I don’t suppose anyone has any numbers that will get me to someone who can actually sort this out?

I have dealt with them professionally in various capacities over several years. I don't have any numbers I could give you, sadly. I was advised their staff have a year for taking holidays that ends on 30 April, so no doubt they have fewer engineers available than usual.

Your experience is no surprise to me.

Thanks @LlynTegid it doesn’t surprise me either- generally they are fine when things go to plan but as soon as something wrong on their system it seems impossible to work round.

I made the most dreadful mistake trying to move on too BY broadband and telephone line.

All I can say is their customer services are awful. They say misleading things. They contradict each other. They ghost you.

Do not what ever you do use BT is my advice.

We finally got it sorted out but it took
about 5 weeks. The best thing I did was complain on Twitter tagging BT- that got direct responses by DM from customer service people who did seem to get things moving (albeit slowly) and probably overall sped things up by a couple of weeks. Good luck!!