Order placed to switch landline and broadband provider from TalkTalk to BT on 16 January 2025.
Last e-mail received was on 20 January 2025 to confirm engineer visit on Friday 31 January 2025 between 08:00 to 13:00.
No engineer visit at 13:30.
E-mailed them and received a response that they did not reply to that particular e-mail address.
Rang their phone number, waited at least 20min to get an answer.
To be informed the order could not be processed or progressed as they could not obtain the landline number from TalkTalk.
There was no further communications about this failure since their last e-mail on 20 January 2025.
The original order needs to be cancelled, for me to place a new one some time next week, without the existing landline number, so that I can hook up to BT broadband first, for the original landline number to be transferred over.
I have insisted for a complaint to be raised, for lack of communications, delayed in the switch and time wasted waiting for an engineer's visit that did not happen.
For them to say can we give you a month's credit for the complaint to be closed?
I said no, as I wanted to be kept informed about their corrective and/or preventive action(s) that they will take to prevent future occurrence with other customer.
Can't be done as it can take a long time for any action(s) to be taken to address the issue of lack of communications in the event of a failure.
I have been reassured that the complaint will not be brushed under the carpet.
Not convinced; however, in light of being a very exhaustive phone call going round and round in circles, I accepted the inevitable and came to the conclusion that they are just as useless as TalkTalk's customers services.
So now, I have to wait until at least next Tuesday, to check if the existing order has been cancelled, before I can raise a new order for the switch.
I don't have a lot of options where I live, so I have to grin and bear it until they can sort it out.
Deep breath and off to find something to eat to calm me down!
DK
------------- Apple The Campervan - A Van For Work, Rest & Play!
- 2027: ? NL+DE+FR
- 2026: FR+DE
- 2025: 17/77
'24: 10/49; '23: 9/47;'22: 8/46; '21: 9/34
* Ex-tenter
* Treat life events like a dog: if you can't eat it, play with it or hump it, p1$$ on it and walk away!
These things happen dk. I hate to be the one to break it to you but your complaint will not result in a change in company procedure. Yes they should have informed you but that's about the only thing they did wrong. Btw, have you checked your spam folder in case it got moved to there ? I've been with BT for years, fast speeds, no issues, I work from home and the broadband has been 100% reliable.
Take the free month (or ask for more free months).
Quote: Originally posted by arthurdent on 31/1/2025
These things happen dk. I hate to be the one to break it to you but your complaint will not result in a change in company procedure. Yes they should have informed you but that's about the only thing they did wrong. Btw, have you checked your spam folder in case it got moved to there ? I've been with BT for years, fast speeds, no issues, I work from home and the broadband has been 100% reliable.
Take the free month (or ask for more free months).
I am so tempted to find another provider so that they do not get my business.
However, I am very limited with choices.
I am aware my complaint is just a drop in a very big ocean that would only cause a small ripple that disappears in no time.
However, I was not going to let them brush me off without a fight so to speak.
I was annoyed when I wanted to file a complaint, for them to offer me a month's free service, on the condition that the complaint to be closed right away.
I refused as that's not how I operate in my line of work and in private, so I pressed for CAPA etc...
Gone round and round in circles. The agent consulted her supervisor and returned with the same guff. Hopeless.
Perhaps I had too high an expectation that they would do the right thing, hey ho!
DK
------------- Apple The Campervan - A Van For Work, Rest & Play!
- 2027: ? NL+DE+FR
- 2026: FR+DE
- 2025: 17/77
'24: 10/49; '23: 9/47;'22: 8/46; '21: 9/34
* Ex-tenter
* Treat life events like a dog: if you can't eat it, play with it or hump it, p1$$ on it and walk away!
I'm with Plusnet (a BT subsidiary), and any problems are dealt with very well/efficiently by their own customer services UNTIL it's identified as an infrastructure (line) fault, then you get passed on to BT who are f****** hopeless, have a supercilious 'don't give a damn' attitude, and really don't want to be bothered by you! ... all compounded by usually being a foreign call centre staffed by people with no real knowledge (just reading from crib sheets!) and appalling English!
Quote: Originally posted by Monty15 on 31/1/2025
I'm with Plusnet (a BT subsidiary), and any problems are dealt with very well/efficiently by their own customer services UNTIL it's identified as an infrastructure (line) fault, then you get passed on to BT who are f****** hopeless, have a supercilious 'don't give a damn' attitude, and really don't want to be bothered by you! ... all compounded by usually being a foreign call centre staffed by people with no real knowledge (just reading from crib sheets!) and appalling English!
Apparently the order was cancelled because TalkTalk would not release the landline number to BT, FFS and FK!
One department blaming another for not keeping me informed etc...
DK
------------- Apple The Campervan - A Van For Work, Rest & Play!
- 2027: ? NL+DE+FR
- 2026: FR+DE
- 2025: 17/77
'24: 10/49; '23: 9/47;'22: 8/46; '21: 9/34
* Ex-tenter
* Treat life events like a dog: if you can't eat it, play with it or hump it, p1$$ on it and walk away!
We've been with Plusnet (previously called Force 9) for many many years.
Just changed to Full Fibre 300 and had a couple of gliches from BT Openreach (the installer), including an installation date of 25th December !
Anyway, Plusnet were very helpful, communication was first class, including phone calls and emails to update me.
For my troubles I was credited with 3 months free, so if BT can supply, I'd go to their now subsidiary Plusnet any day of the week! Any problems, you can always speak to an advisor (in the UK).
------------- I came into this world with nothing and I've still got most of it left.
Quote: Originally posted by Monty15 on 31/1/2025
I'm with Plusnet (a BT subsidiary), and any problems are dealt with very well/efficiently by their own customer services UNTIL it's identified as an infrastructure (line) fault, then you get passed on to BT who are f****** hopeless, have a supercilious 'don't give a damn' attitude, and really don't want to be bothered by you! ... all compounded by usually being a foreign call centre staffed by people with no real knowledge (just reading from crib sheets!) and appalling English!
Apparently the order was cancelled because TalkTalk would not release the landline number to BT, FFS and FK!
One department blaming another for not keeping me informed etc...
DK
Since their formation decades ago, Talk Talk got themselves a bad reputation for customer satisfaction, looking at current reviews, it doesn't look much like it's improved, significant majority still rating them as low as the review system allows! Friends I've known to be with them were not impressed one little bit and ditched them as soon as contract allowed!
Hard to believe, but BT rate even worse! Hard to find a satisfied customer at all in reviews of BT!
I got an e-mail and text today to inform I am now connected to their broadband.
Fine if I have their broadband hub in hand to be able to follow the installation/connection instruction to get connected!!!
FFS!
DK
------------- Apple The Campervan - A Van For Work, Rest & Play!
- 2027: ? NL+DE+FR
- 2026: FR+DE
- 2025: 17/77
'24: 10/49; '23: 9/47;'22: 8/46; '21: 9/34
* Ex-tenter
* Treat life events like a dog: if you can't eat it, play with it or hump it, p1$$ on it and walk away!
I have been with Eclipse for many years (used to be part of Kcom I believe). Now they have moved away from there.
Couple of years ago, I had problems with the broadband. Found them very easy to deal with. Bt engineer arrived, did some checks then went round to the exchange for more checks. Came back and installed new box for us and assured line was ok.
Still no broadband so eclipse sent a new router and the problem was solved. All sorted in a few days. Only mistake they made, I phoned them to report loss of broadband and apparently they replied by email. Errrrrr, an email to a customer who has lost the broadband??
Quote: Originally posted by Devonatheart on 14/2/2025
You changed TO BT!………Good luck!
Doesn't look like I would be changing as they still have not sorted out the address issue after all this time.
DK
------------- Apple The Campervan - A Van For Work, Rest & Play!
- 2027: ? NL+DE+FR
- 2026: FR+DE
- 2025: 17/77
'24: 10/49; '23: 9/47;'22: 8/46; '21: 9/34
* Ex-tenter
* Treat life events like a dog: if you can't eat it, play with it or hump it, p1$$ on it and walk away!
I now use my phone or mobile router with and ID mobile sim at this moment internet speed is 65.7mbps download and 15.7 upload later when there's more traffic will drop to about 35mbps download and 8mbps I still have shell house phone and router but will be ditching it as soon as contract finishes my sim is more than adequate for what I need. At the moment ID are doing unlimited data for £16 a month 24 month contract
I still do not have 5G in my area, don't know if and when I would get 5G, otherwise I would drop the landline.
DK
------------- Apple The Campervan - A Van For Work, Rest & Play!
- 2027: ? NL+DE+FR
- 2026: FR+DE
- 2025: 17/77
'24: 10/49; '23: 9/47;'22: 8/46; '21: 9/34
* Ex-tenter
* Treat life events like a dog: if you can't eat it, play with it or hump it, p1$$ on it and walk away!
Quote: Originally posted by Devonatheart on 14/2/2025
You changed TO BT!………Good luck!
Doesn't look like I would be changing as they still have not sorted out the address issue after all this time.
DK
Sadly BT having such a market advantage, they OWN most of the infrastructure that many providers operate over, have gained themselves such an abysmal reputation! - it stems from there complete contempt for customers, and there inability to do anything effectively and efficiently!
Amazing family weekend with old steam engines, classic car displays, market stalls, and full catering and bar. And camping on site - Save £25 by booking in advance.
Topic: Rant about BT
via mobile 31/1/2025 at 7:12pm
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