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Morning all
First time poster, but hopefully someone can help on here
Apologies for the length of the post, however thought it would be useful to give the full picture.
I've had a BT Infinity broadband and phone service from the day that I moved into my flat, some 2+ years ago.
Up until last month, the service has been pretty much perfect, fast, no issues, etc...
However, hit some major issues last month...
We were due to temporarily re-locate out of our flat to allow some building work to be done. Due to the lack of Broadband and phone in the new flat, I was advised to move my existing BT service. Fine I thought, gave BT a ring, and even though I didn't have a move date as yet, was advised to get the home move in the system due to the lead time, etc... So I booked a home move for a couple of weeks after the first phone call.
Fast forward 2 weeks, and no move date as yet, so phoned BT to push back home move date. Gave them 48 hours notice before the scheduled move date, however still got an email confirmation 24 hours before the 1st move date to say 'we're moving you tomorrow.' So phoned back a second time, advised that I definitely wasn't moving on the 1st move date, and they re-confirmed the change in home move date. Thankfully the service stayed on, so they must've got it right. New move date was scheduled for the 22nd May.
Fast forward another 2 weeks, and still no move date, however this time due to us starting the process of purchasing our own property. Therefore decided to cancel the Home Move order, and just maintain the service at our flat until we moved into our new House...
So phoned BT 48 hours before move date, advised them that am no-longer moving, and therefore want the Home Move to be cancelled. BT colleague confirmed that the home move service has been cancelled, and service will persist at our flat.
24 hours before move day, I got another email stating that 'we're moving you tomorrow', so phoned BT back again. Was advised that the colleague only partially cancelled the home move on the previous day, but that everything has now been cancelled, and the service will persist at the current address.
Was hoping that was the end of it, however come lunch time on cancelled move day, I got a text from a BT engineer stating that he'll be turning up at the property in the next hour to complete the home move.... Arghhhh I thought, so gave BT a 3rd call in the space of 48 hours, stated that I had an email from one of their engineers, who was attempting to complete a home move service that should have been cancelled, and re-itterating that I wanted the service to be maintained at my current address. Was assured that there would be no issue, and the Home Move service had been completely cancelled.
Carried on with the rest of my day, had five aside ******** after work, so wasn't due home until 19:30. However on leaving ******** had a voicemail from my partner, stating that when she got home at 18:00, there was no internet and no phone service.
At this point, I started trying to call BT to find out WTF they were playing at, and why the service had been disconnected. Cue several dropped phone calls, and I finally got through to a colleague who vaguely knew her stuff.
She informed me that instead of the home move being cancelled, my entire service had been cancelled! To ice the cake, as it was after 20:00, the departments she needed to talk to to try and restore my service were now closed and wouldn't open until 08:00 the following day. However she sounded hopeful that it should simply be a case of switching the service back on, so should be back on-line by COP the following day.
Reluctantly, I scheduled a call back the following morning.
So got to mid-morning on Thursday, and still hadn't received my call-back, therefore called BT myself. After going through various departments, I finally got through to someone who suggested they could help, think it was in Order Management dept., however the update wasn't good... They stated that because the line and service was completely cancelled, a whole new order would need to be placed, and I was looking at a minimum of 5 WORKING days to be re-connected. Sod's law, this was the week leading up to the Spring Bank holiday, so had a 3 day weekend aswell.
This raised further issues over and above simply having no internet and phone service - I work in IT, and was rota'd to be on-call over the bank holiday weekend, however this would obviously be very challenging without an internet connection.
Also had no mobile signal in our flat, due to our mobile signal being dependant on a Vodafone Sure Signal box, which, you guessed it, needs the internet to function...
So couldn't even drop back to a 3g internet connection.
Stated the above to BT, and said that if the service wasn't re-connected by COP on Friday, then I'd be loosing out on money, to the tune of about £150 for the 3 day weekend. Was advised that the colleague I was speaking to was going to go away and speak to the various departments to see if there was any way to reconnect me without a new order.
At the same time, I took to twitter, largely to rant about the issue, and dry and draw attention to it from BT. Bounced it at @BT_Care, and they requested that I fill out an enquiry form to try and get them involved. So did that, and waited for any kind of response from BT.
Roll on Friday, and still no update from BT... Chucked another message at @BT_Care, and got a call back later that day. However the news wasn't good, and they said that it was definitely not going to be on by COP Friday. Re-itterated that I needed the internet back on for work, however there was apparently nothing they could do...
So I'm now 2 days without internet/phone, looking at a 3 day weekend with no service AND out of pocket by £150, plus however much I've spent on talking to BT.
Roll forward to the 29th, 1 week after disconnection, and still no sign of a reconnection date, just more mistakes and errors from BT. Order had been cancelled and re-created several times, system wouldn't let me get Infinity without an engineer visit... Basically, just one f*ck up after another from BT.
Roll forward to the 31st, now 9 days after disconnection, and still no sign of reconnection date. So I'm facing another weekend of no internet, and not being able to cover the on-call Rota, so another £100 i'm out of pocket.
Finally started to get some movement on the 3rd, with a request for an engineer visit date. 3 possible dates I was given was 2nd PM, 3rd AM or 4th AM. Stressed that the sooner the better, and got a confirmation back later that day that the engineer visit was booked for the 2nd between 13:00 and 18:00. Finally, some light at the end of the tunnel. However did mean that I'd have to book a 1/2 day from work to be at home for the engineer to visit.
So went to work Tues morning, and got a phone call from an engineer at 11:51 asking if I was at home. Advised them that I wasn't, as the slot wasnt booked until 13:00. However left work early and high-tailed it home, to meet them at 12:30.
Walked into my flat, and low'n'behold, had a nice blue light on my HomeHub, and the internet was back on, without any need for the engineer.
However engineer advised that the Openreach modem was an older revision, so he swapped that out and tested the line.
15 minutes later, and the engineer is gone, and i'm FINALLY back on-line, 13 days after being disconnected.
However there was no way that I was going to let that be the end of it, as BT have cost me money and caused a considerable amount of stress and inconvenience.
Messaged @BT_Care advising them that I was finally back-online, and wanted to discuss renumeration.
Apparently, the standard method is to work out how long the service has been disconnected and pro-rata that against any bill. This came to a grand total of a £50 credit against my Bill. Was advised that I would need to claim for Actual Financial loss seperately, and a claim form would be posted out and should be with me within 5 working days.
Roll forward to the 14th, and with no sign of the said claim form, I followed up with @BT_Care. Had an email update on the 18th, stating:
My jaw dropped upon reading that... How could I possibly not fulfil the requirements for claiming, when it was BT that disconnected my service in error, and I may it crystal clear from day one that I was going to loose out on money if they didn't reconnect me within a short period of time.
So I penned a response asking for clarification on what requirments I didnt meet, and also a full list of the requirements for my reference.
Am still waiting on this list, however I'm due an update from teh case handler tomorrow...
However, I wanted to clarify where I stand with regards to claiming my financial losses through over channels, such as small claims court, if BT decide to stick to their previous statement.
Is it possible for me to claim via SCC? Any issues I need to be aware of?
I'm also thinking of reporting this issue to OFCOM, as frankly BT's handling of this situation has been shocking.
So, comments welcome.
And again, apologies for the length of the above post, but I thought it useful to put down the full picture...
Cheers in advance for any responses.
Regards
Gavin
First time poster, but hopefully someone can help on here
Apologies for the length of the post, however thought it would be useful to give the full picture. I've had a BT Infinity broadband and phone service from the day that I moved into my flat, some 2+ years ago.
Up until last month, the service has been pretty much perfect, fast, no issues, etc...
However, hit some major issues last month...
We were due to temporarily re-locate out of our flat to allow some building work to be done. Due to the lack of Broadband and phone in the new flat, I was advised to move my existing BT service. Fine I thought, gave BT a ring, and even though I didn't have a move date as yet, was advised to get the home move in the system due to the lead time, etc... So I booked a home move for a couple of weeks after the first phone call.
Fast forward 2 weeks, and no move date as yet, so phoned BT to push back home move date. Gave them 48 hours notice before the scheduled move date, however still got an email confirmation 24 hours before the 1st move date to say 'we're moving you tomorrow.' So phoned back a second time, advised that I definitely wasn't moving on the 1st move date, and they re-confirmed the change in home move date. Thankfully the service stayed on, so they must've got it right. New move date was scheduled for the 22nd May.
Fast forward another 2 weeks, and still no move date, however this time due to us starting the process of purchasing our own property. Therefore decided to cancel the Home Move order, and just maintain the service at our flat until we moved into our new House...
So phoned BT 48 hours before move date, advised them that am no-longer moving, and therefore want the Home Move to be cancelled. BT colleague confirmed that the home move service has been cancelled, and service will persist at our flat.
24 hours before move day, I got another email stating that 'we're moving you tomorrow', so phoned BT back again. Was advised that the colleague only partially cancelled the home move on the previous day, but that everything has now been cancelled, and the service will persist at the current address.
Was hoping that was the end of it, however come lunch time on cancelled move day, I got a text from a BT engineer stating that he'll be turning up at the property in the next hour to complete the home move.... Arghhhh I thought, so gave BT a 3rd call in the space of 48 hours, stated that I had an email from one of their engineers, who was attempting to complete a home move service that should have been cancelled, and re-itterating that I wanted the service to be maintained at my current address. Was assured that there would be no issue, and the Home Move service had been completely cancelled.
Carried on with the rest of my day, had five aside ******** after work, so wasn't due home until 19:30. However on leaving ******** had a voicemail from my partner, stating that when she got home at 18:00, there was no internet and no phone service.
At this point, I started trying to call BT to find out WTF they were playing at, and why the service had been disconnected. Cue several dropped phone calls, and I finally got through to a colleague who vaguely knew her stuff.
She informed me that instead of the home move being cancelled, my entire service had been cancelled! To ice the cake, as it was after 20:00, the departments she needed to talk to to try and restore my service were now closed and wouldn't open until 08:00 the following day. However she sounded hopeful that it should simply be a case of switching the service back on, so should be back on-line by COP the following day.
Reluctantly, I scheduled a call back the following morning.
So got to mid-morning on Thursday, and still hadn't received my call-back, therefore called BT myself. After going through various departments, I finally got through to someone who suggested they could help, think it was in Order Management dept., however the update wasn't good... They stated that because the line and service was completely cancelled, a whole new order would need to be placed, and I was looking at a minimum of 5 WORKING days to be re-connected. Sod's law, this was the week leading up to the Spring Bank holiday, so had a 3 day weekend aswell.
This raised further issues over and above simply having no internet and phone service - I work in IT, and was rota'd to be on-call over the bank holiday weekend, however this would obviously be very challenging without an internet connection.
Also had no mobile signal in our flat, due to our mobile signal being dependant on a Vodafone Sure Signal box, which, you guessed it, needs the internet to function...
So couldn't even drop back to a 3g internet connection. Stated the above to BT, and said that if the service wasn't re-connected by COP on Friday, then I'd be loosing out on money, to the tune of about £150 for the 3 day weekend. Was advised that the colleague I was speaking to was going to go away and speak to the various departments to see if there was any way to reconnect me without a new order.
At the same time, I took to twitter, largely to rant about the issue, and dry and draw attention to it from BT. Bounced it at @BT_Care, and they requested that I fill out an enquiry form to try and get them involved. So did that, and waited for any kind of response from BT.
Roll on Friday, and still no update from BT... Chucked another message at @BT_Care, and got a call back later that day. However the news wasn't good, and they said that it was definitely not going to be on by COP Friday. Re-itterated that I needed the internet back on for work, however there was apparently nothing they could do...
So I'm now 2 days without internet/phone, looking at a 3 day weekend with no service AND out of pocket by £150, plus however much I've spent on talking to BT.
Roll forward to the 29th, 1 week after disconnection, and still no sign of a reconnection date, just more mistakes and errors from BT. Order had been cancelled and re-created several times, system wouldn't let me get Infinity without an engineer visit... Basically, just one f*ck up after another from BT.
Roll forward to the 31st, now 9 days after disconnection, and still no sign of reconnection date. So I'm facing another weekend of no internet, and not being able to cover the on-call Rota, so another £100 i'm out of pocket.
Finally started to get some movement on the 3rd, with a request for an engineer visit date. 3 possible dates I was given was 2nd PM, 3rd AM or 4th AM. Stressed that the sooner the better, and got a confirmation back later that day that the engineer visit was booked for the 2nd between 13:00 and 18:00. Finally, some light at the end of the tunnel. However did mean that I'd have to book a 1/2 day from work to be at home for the engineer to visit.
So went to work Tues morning, and got a phone call from an engineer at 11:51 asking if I was at home. Advised them that I wasn't, as the slot wasnt booked until 13:00. However left work early and high-tailed it home, to meet them at 12:30.
Walked into my flat, and low'n'behold, had a nice blue light on my HomeHub, and the internet was back on, without any need for the engineer.
However engineer advised that the Openreach modem was an older revision, so he swapped that out and tested the line.
15 minutes later, and the engineer is gone, and i'm FINALLY back on-line, 13 days after being disconnected.
However there was no way that I was going to let that be the end of it, as BT have cost me money and caused a considerable amount of stress and inconvenience.
Messaged @BT_Care advising them that I was finally back-online, and wanted to discuss renumeration.
Apparently, the standard method is to work out how long the service has been disconnected and pro-rata that against any bill. This came to a grand total of a £50 credit against my Bill. Was advised that I would need to claim for Actual Financial loss seperately, and a claim form would be posted out and should be with me within 5 working days.
Roll forward to the 14th, and with no sign of the said claim form, I followed up with @BT_Care. Had an email update on the 18th, stating:
"I'm sorry you have not received the forms for actual financial loss. I've contacted them and they have advised that on this occasion your criteria doesn't meet the requirements."
So I penned a response asking for clarification on what requirments I didnt meet, and also a full list of the requirements for my reference.
Am still waiting on this list, however I'm due an update from teh case handler tomorrow...
However, I wanted to clarify where I stand with regards to claiming my financial losses through over channels, such as small claims court, if BT decide to stick to their previous statement.
Is it possible for me to claim via SCC? Any issues I need to be aware of?
I'm also thinking of reporting this issue to OFCOM, as frankly BT's handling of this situation has been shocking.
So, comments welcome.
And again, apologies for the length of the above post, but I thought it useful to put down the full picture...
Cheers in advance for any responses.
Regards
Gavin