Appalling service from BT
I ordered Infinity broadband from BT.
I had all the paperwork through and had an appointment for Tues 17th July between 8.00am and 1.00pm.
Nobody turned up!!!
I contacted BT by text at 1.15 and shortly afterwards I received a phone call from an engineer saying "I have only just been given this job mate" I told him I had to go out at 1.30 and would be back between 4.30 and 5.00 to which I received the response "That's too late for me mate"
I then received an email from BT saying sorry about the missed appointment, we will be coming on Aug 1st, 2 weeks later! They failed to turn up and then want to do it 2 weeks later.
Since tuesday I have spent hours on the phone to BT being passed from 1 department to another, some in the UK and some in India, nobody would take responsibilty or make a decision. Eventually I was told that the order had been expedited and an engineer would call on Friday afternoon or Saturday. I have had a phone call this afternoon to say that they are not coming at all.
I cancelled the deal and I have to stay with Sky
I guess there are good and bad experiences with every company.
I have just had infinity installed today and the experience was completely opposite, I had an appointment for the engineer to come within two weeks, he showed up, early, it was all up and running in 20 minutes and all seems well.
I have found this resource to be invaluable:
It's the direct contact info for the CEO's offices of many major UK businesses (scroll down and find BT there!). Whenever I have issues, I never call the outsourced call centres, I simply contact the CEO's office directly with a polite, but strongly-worded email ("Forgive me contacting you directly, but I'm at my wits' end..." etc) and insisting that the response to your problem comes from their office and is not farmed out to an anonymous customer service team.
I have had a 100% success rate using this contact info with all issues resolved within 48 hours - hope it might be of use to other forum members. 
We received someone elses BT Infinity and BT Vision packages recently, Rang BT to let them know only to be told I had to go to the post office and post it back.
They eventually sent out a pre paid bag and this was too small to fit the items in, when I rang and complained about this they said Oh, give it to your postman, he can take it back with him.
I asked for BT to collect from my house but refused, bigger bag appeared a week later.
Cost me the petrol and a parking fee to drop it off.
There's just so much work on at the moment that they've invoked contractual overtime for all engineers (myself excluded as I'm a contractor, but I tend to work six days most weeks anyway). The problem is, it only takes a couple of guys to get stuck on jobs, then the jobs that they would have picked up don't get issued.
Of course, the flip side is that Openreach have put unrealistic time banding on jobs, so you're much more likely to over-run on your job in the first place. Either that, or you rush about, forced to cut corners with either safety or quality of workmanship to finish the job 'on time'.
I can't knock it though, they've extended my contract to the end of September and hopefully beyond that.
We received someone elses BT Infinity and BT Vision packages recently, Rang BT to let them know only to be told I had to go to the post office and post it back.
They eventually sent out a pre paid bag and this was too small to fit the items in, when I rang and complained about this they said Oh, give it to your postman, he can take it back with him.
I asked for BT to collect from my house but refused, bigger bag appeared a week later.
Cost me the petrol and a parking fee to drop it off.
Hi,
I would have told them it was at the house - they can pick it up between 'x and y' hours and after that it'll be available for collection from the doorstep. Their worry, not yours.
I have actually had no problems with them. Installed on day as promised with no issues setting it up.
Cheers,
Cofnchtr.
We received someone elses BT Infinity and BT Vision packages recently, Rang BT to let them know only to be told I had to go to the post office and post it back.
They eventually sent out a pre paid bag and this was too small to fit the items in, when I rang and complained about this they said Oh, give it to your postman, he can take it back with him.
I asked for BT to collect from my house but refused, bigger bag appeared a week later.
Cost me the petrol and a parking fee to drop it off.
Hi,
I would have told them it was at the house - they can pick it up between 'x and y' hours and after that it'll be available for collection from the doorstep. Their worry, not yours.
Me too.
I had a heated towel rail delivered about 3 years ago but it was the wrong size. I contacted the company who sent it, and they sent the correct one out straight away, but the returns process for the wrong one was a complete headache. I said something along the lines of "I'm at home on X,Y & Z dates, you send someone to pick it up"........ It's still sitting in its box in my garage.
Sometimes I think it is just down to the attitude of the engineer.
I work for Southern Electric (who do BB by the way 
) and I was reading a story today about one of our boiler engineers. He went out to repair the boiler of a terminally ill lady and unfortunately she a broken circuit board of some decription and a replacement was not available for 5 days. The guy was very concerned about leaving her without heating that he actaully took the required circuit board out of his own boiler and he and his partner went without heating for 5 days unil the part was in stock.
Stories like this make me believe this is still hope for mankind! 
What annoyed me most was the lack of communication. Of course a job can overrun, but the proper course of action for them to take would be to ring me during the morning and say "sorry we will be late" but I heard nothing until I sent a text. Had i had a call in the morning I would have cancelled my golf in the afternoon, but because of their attitude I said to hell with them.
I agree. A phone call would take no time at all.
Last september my internet provider arranged for an openreach engineer to upgrade my internet to optic fibre, he came round & did the job at the arranged time & i never had a problem, but i live in stockport & not london.
Last Saturday I was having a coffee in Starbucks when I had a call from a BT call centre in the Phillipines, the young lady wanted to discuss compensation for messing me about, and she assured me that my Infinity service had been connected on 24 th July. I had cancelled the whole deal by then and when I finally convinced her that I did not have any service, she said they couldn't compensate me.
Worries me, as I'm thinking about getting infinity, but it doesn't surprise me at all.
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