Moving home with BT can be a nightmare!
On BT's website it states, “Moving your BT services is quick and easy. Find out how to move with less stress. “ and they go on to say you can move your entire service including broadband with one simple call. For broadband moves, they state, “If you give us at least five working days' notice, we'll aim to get your BT Broadband service installed on the same day as your phone line.”. Well, with me it had been ALL LIES and at the time of writing I still haven't got broadband and so far it's been nothing but stress.
I was just moving from one flat to another within the same block to get away from a noisy neighbour. Giving them 5 working days notice of the move, I expected to get everything moved the same day as my phone line. I called 0800 800 150 and selected “moving home”. The BT operator said that because of extra work required by the engineer, I'd have to pay a full £125 despite there being a phone socket in the new property and I'd have wait 5 working days for my broadband activation after the phone transfer. I queried this as 2 friends of mine were activated on broadband the same day as their phone installation and I was activated the same day when I first had BT broadband. We are all in exactly the same block, yet the BT operator insisted that the engineer would need to visit and lots of extra work was required making it impossible to transfer the same day.
I moved and 2 days later the BT engineer promptly came to connect my phone line. All went well, but I was surprised that it took him just 15 minutes to complete. On questioning the extra work involved, he said that there wasn't any extra work and that my new flat was exactly the same as the rest in the block. I phoned BT and asked them again why I'd been told about extra work and asked for my broadband to be activated immediately due to their mistake. I also queried the £125 charge as I've paid this once in the old flat with a BT socket and now I've had to pay it twice for extra work that wasn't even done. I was put through to various different departments and finally got told that I still have to pay the full £125 anyway despite there being no extra work as the BT engineer still visited and that they could only apologise. They then ordered my broadband transfer from this day telling me that now there was no other way but to wait the 5 working days as it wasn't done before. I was unhappy as not having the Internet is extremely inconvenient for me. I was was willing to let it go when they reassured me that my broadband would most definitely be back on next week.
I waited 5 working days and my broadband still hadn't come on so I called BT again to complain. The first BT operator said that there was no order for my broadband to be changed over and I was still connected in the old flat despite being told this would be disconnected on my move date. I was concerned as anyone could be using my Internet and I wasn't happy. I was then passed through various operators and departments. The 2nd BT operator said that my broadband had already been moved and I had to insist I had no service. After talking to over 5 people, I finally found out that despite the engineer visiting my flat on his paperwork and even though the correct flat number was on all my accounts, they had tried to move my service to the wrong flat number. Luckily the wrong flat didn't exist otherwise again, someone else would have had my Internet service. The job was apparently thrown back from the BT department as not done, yet BT just left it and made no attempt to contact me, instead they left me waiting for a service that would have never been connected. Someone internally had clearly made a mistake and I now expected for BT to bend over backwards to make amends, yet this still wasn't the case.
I complained and demanded they turn on my broadband service immediately or give me compensation. BT didn't want to know and I got told they have to re-order the move and I'll have to wait yet another 5 working days for activation. I demanded to speak to the department who actually did the change over, but they wouldn't give me contact details and it seems that their only contact to this department was by Email. I then insisted I speak to a complaints manager who didn't bother calling me back when promised.
I made a formal complaint via Email and BT so far haven't even replied. I tried calling again to ensure that this time they had it right, but yet again got passed around various operators, all telling me different stories. They were supposed to call me back to confirm and never did either. After spending ages on the phone, I finally got assured that the order had now been placed, 2 weeks since I originally placed the order, it will be 3 weeks if they now reconnect me when they say.
Until my broadband is back on, I can't trust anything BT say to me any more. I wouldn't be surprised if I'm charged for the broadband service I haven't been receiving due to BT's total incompetence.
BT 's customer service has certainly gone to the dogs as they used to be very good. Additionally my friend had similar problems contacting BT when his Internet was slow. I have been trying to get BT to tell me when peak time is on the Internet so as not to over use it and get restricted under the “fair usage policy” and they haven't answered despite various phone calls, emails and now complaints - please see my post on Isn't it about time BT's "fair usage" policy was made clear?
I will update if and when my broadband is finally reconnected - in the mean time I'm forced to visit a friends.
To visit BT to arrange moving home, please visit http://www2.bt.com/movinghome for full details according to BT. I hope you have better luck than I did. I hope BT improve their service soon.
Disclaimer
The above document is based on my personal experiences only. Although we try our best to make the information as accurate as possible we take no responsibility for any mistakes made. Parts of the document are also my opinion, not definite fact.
This entry was posted on Thursday, July 24th, 2008 at 12:36 am and is filed under Consumer Watch, ISPs, News & General. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
July 24th, 2008 at 2:50 am
I’ve just written BT another formal complaint via their website (using my friends Internet & PC temporarily). This adds to a previous formal complaint which so far has been ignored along with numerous phone complaints, one of which I was supposed to get a call back, but didn’t. This time I have threatened them with OFTEL if they don’t respond. If they don’t respond, this is what I’ll actually have to do. I’ve also asked BT to connect me immediately under the circumstances or give me suitable compensation. As an ex PC engineer, I know BT could pull strings and connect me to my broadband immediately if they wanted to.
July 24th, 2008 at 9:23 pm
Well BT woke me up just before 9am this morning to phone me regarding my second complaint. They say that my broadband is most certainly being transferred now, but they still can’t give me an activation date or speed the process up. This is very poor considering I’m now waiting a 3rd five working days. They confirmed my flat number again. Looks like I have no choice but to wait a bit longer and complain again if it’s not reconnected next week. I will continue to pursue for compensation then and will also ensure I haven’t been charged for all this time without Internet because of BT mistakes. Obviously I’m still not happy having to use the Internet from my friends.
July 30th, 2008 at 4:23 am
BT are finally promising my broadband activation for the 31st July 2008 which is tomorrow and at the time of writing. This date is almost two and a half weeks after I moved and nearly three and a half weeks since I told BT about my move. All cross fingered here. Will update shortly.
July 31st, 2008 at 4:50 am
WOW - at last my broadband is on and it came on around lunchtime on the 30th July 2008, a day before the new promised activation date.
August 11th, 2008 at 11:55 pm
Well I thought everything was okay, but I now have further problems.
For some reason BT seem to have kicked off a 10 day new line ADSL MAX test. My line was working perfectly for over a week with a through-port ADSL Max speed of 6500 Kbps. Being in the same block, this test was unnecessary.
I initially noticed my Internet to be unreliable and very erratic so did some tests. I found my new through-port speed to be 2000 Kbps which is normal during this 10 day test. My speed kept fluctuating which again is a symptom along with an unreliable service. It’s been 12 days since my line came on, it was fine, so what are BT playing at?
I’ve written them a letter and will update soon….
August 12th, 2008 at 2:49 am
Tonight my actual download speed on BT 8Mb broadband is at an unbelievable 20Mb during the 10 day test. I’ve tried downloading and yes it really is running much faster as I downloaded a file at almost 1000Kb/s. This is crazy when the maximum speed will be set to 8Mb or less and when it does set my line runs at 6500 Kbps for anyone living in my block. It goes to show what some lines are capable of and this is standard ASDL Max, NOT ASDL 2 which can go up to 24Mb. After my line is set, I’ll try writing to BT about the extra speed potential for a matter of interest.
Incidentally, I’m roughly 536 Metres directly from the exchange. To check this and other information about the status of any broadband line or what services are available in your area, visit:
http://www.kitz.co.uk/adsl/adslchecker.php
August 18th, 2008 at 5:12 am
Well it’s odd as my BT speed is still going as fast as 20Mb/s and so is my friends which is very strange. BT responded to my query, basically not telling me much, saying it will go back to normal. I suspect BT are testing ASDL2+ in Birmingham, which is capable of speeds up to 24Mb/s. I speculate this is the cause, but I’m very unsure. Anyway, it isn’t a problem and it’s helpful when downloading while it lasts. As my friend hasn’t moved recently, this seems to have nothing to do with moving.
August 29th, 2008 at 3:42 pm
DESPITE REPEATED PROMISED NOT TO CHARGE ME FOR THE WEEKS I WAS WITHOUT SERVICE DUE TO BT MISTAKES, I HAVE JUST RECEIVED A BILL CHARGED THE FULL AMOUNT! Trying to speak to an operator, always very busy for the last 20 times I’ve spoken to them - they won’t answer. Absolutely livid with BT. Unless this is sorted, I will have to cancel direct debit as I refuse to pay to their mistakes. They are useless.
August 30th, 2008 at 8:57 am
BT have totally messed my accounts up. Without telling me they started a new account for my new address without cancelling the old account at my previous address. I had direct debit and paper free billing set-up, yet they didn’t set this up on the new account and have sent me a bill, charging me for non-direct debit and non-paper bills. Plus they would had charged me for my old account too, so I’d be paying twice. After ages on the phone to BT, it’s apparently sorted and I don’t have to pay for the time I had no service, but I’ll believe it when my payments come out properly and my next bill arrives. Moving with BT truly has been a nightmare when it’s meant to be so easy according to them.
August 30th, 2008 at 9:08 am
Because of BT’s total utter mess up, I can’t even set-up on-line, the system is say error when I try to add my new account or delete my old one. Unless I reset on-line, I can’t have paper free billing and this hasn’t been refunded despite setting this up already on my previous account. Remember, BT set the new account up without telling me and didn’t remove the old one. Trying yet again to speak to BT and kept waiting in a long queue saying that I should do it on-line and that they are very busy. BT queues on the phone have been worse than ever recently. They have apparently been very busy every time I’ve called for the last 10+ occasions, this time at 9.50am on a Saturday morning which is very hard to believe.
August 30th, 2008 at 9:18 am
Just as well I called BT as I’ve STILL got 2 broadband accounts active despite it apparently being sorted out from the previous call. Someone else has moved to my old Flat and he wanted broadband, wondering now if he’s using my broadband when BT assured me it would be disconnected on July 16th 2008? This is an utter shambles from BT.
August 30th, 2008 at 9:42 am
BT HELL
Back on queue yet again for some reason when operator was meant to be sorting my accounts out. Put through for some reason to Home Movers and she hasn’t got a clue why I’m calling. Now getting passed to a 3rd operator. Now in a 3rd queue for an advisor. Put through to Home Movers a second time. Waiting in queue for a 4th operator now. Now waiting in a 4th queue for an adviser and what a surprise, they are very busy - AGAIN. Now put through to engineers. Asking to speak to manager and the engineer decided to try and help. Engineer now talking to home movers department and he sounds extremely confused why I have 2 accounts. He is mean’t to call me back.
August 30th, 2008 at 9:53 am
BT have ILLEGALLY taken £50 from my account by direct debit. Collected in error by BT. Now have to contact bank.
August 30th, 2008 at 10:04 am
Now forced to contact bank to claim back on indemnity claim for illegal direct debits under the direct debit guarantee. BT not only took money they shouldn’t on an account that was meant to be closed, but the took almost twice the normal payment. BT customer services is an absolute joke. On queue to bank. BT manager supposed to call me back.
August 30th, 2008 at 10:05 am
What’s worse is BT are actually making me money from having to sit in queue for bank because of their dire service.
August 30th, 2008 at 10:12 am
Have to visit bank and fill in form on Monday and then wait 7-10 days to get my money back that was illegally taken by BT. Now waiting for BT again to demand manager. Queue busy yet again, this will be my 5th operator and I’ve been on the phone now for 1Hr 20Mins.
August 30th, 2008 at 10:55 am
Another operator finally said that the illegal debit was just stopped in time. This is different to the other operators, so I will keep an eye on my balance and if necessary I’ll need to complain agaim. Ebilling still need sorting, but having a break after 2 hours on the phone.
August 31st, 2008 at 3:15 am
My Internet phone number is now saying that it’s not recognised. It was obviously on my old account and they cancelled it finally without transferring it. I’ve tried calling BT and faults won’t help as it’s been disconnected by BT and can’t get through to broadband department as the phone just keeps going dead. Written a nasty complaint letter for attention of a manager. I am now demanding compensation for the way I’ve been treated when I have always paid my bills on time, every time by direct debit.
August 31st, 2008 at 3:18 am
I have now demanded to speak to a manager on 4 occasions and not been able to speak to one. BT have completely messed up my accounts and now it extremely confusing. Waiting for response from complaint, will try phoning BT yet again later to demand to speak to manager.
August 31st, 2008 at 3:21 am
BT seem to have removed my Email address too at even more inconvenience.
August 31st, 2008 at 3:54 am
I cant get into ANY BT services now and my name isn’t on BT records as having a broadband account. Going spare.
August 31st, 2008 at 4:07 am
Added that my BT services including phone are deleted, finally got through to engineer who says they will come back on? Well I’ll believe it when it happens as my broadband phone line is unobtainable. Losing my email is an even greater problem to me and I want it resolved. Well BT say that moving is all done by them, quickly and painlessly, if you have been reading all my problems above you will see that it’s a massive lie. BT have really gone downhill with the service. Phone queues are long and even when I complain, I get an automated email saying a reply could be delayed due to high volumes of emails. Well if BT didn’t keep MESSING UP, they wouldn’t have lots of complaints to deal with - WHAT DO THEY EXPECT? BT should sort themselves out and urgently - they need a complete overhaul of customer services.
August 31st, 2008 at 4:48 am
For more on BTs awful service, how to complain & other peoples stories, see:
http://www.btcomplaint.com
and
http://www.btfaults.co.uk
CONSIDER THIS BEFORE USING BT.
August 31st, 2008 at 1:29 pm
Trying to speak to BT yet again today, this time about not having an Internet phone, but apparently BT can’t help this time as their system is down. My BT Email has started working again, there was a fault generally.
August 31st, 2008 at 2:40 pm
Got an Email saying that I have chosen to close my Broadband talk account. This wasn’t mentioned at ANY TIME by myself or by BT in any way what-so-ever, so it’s yet another BT mistake. I need this number back on as I’ve given it to people.
I finally got to speak to a supervisor after getting put through to another 3 people at BT. At least he helped me, he has placed an order to reconnect broadband talk, it will be a different number though, so I’m still not happy and I should be entitled to compensation for inconvenience with this and all BT mistakes since my move.
The supervisor says that I haven’t been charged for the weeks I was without service (again due to BT mistakes), but I obviously still need to watch them as heard so many different stories from many different operators at BT. I’ve also got to watch that BT don’t try to charge me for Broadband Talk order when I had it already and BT closed the account in error.
The supervisor also says that the £49.49 hasn’t come out of my bank either from my old BT broadband account, I’m hoping is hasn’t as BT on-line still says it has. Perhaps it’s been transferred to my new account? If so, I’ve been charged for service at my old address since my move on the 16th July 2008 to the 31 August 2008 when I’m already being charged for my new address, so got to watch BT. If I hadn’t contacted BT, I’d certainly be paying twice for my broadband.
Still waiting for outcome of the complaint too as I’ve demanded compensation. I’m frightened to leave a direct debit open with BT any more as they have proved that they can’t be trusted, but I will get charged extra for paying the old fashioned way, which is wrong when it’s caused entirely because of BT incompetence.
September 10th, 2008 at 6:29 am
BT won’t even discuss compensation despite causing me extreme stress and providing me a dreadful service at best. So much for the one simple call to move everything including all services with BT. Well I must have made 25+ calls, 15+ Emails and letters and it’s now getting close to 2 months since my move and STILL EVERYTHING ISN’T RIGHT! I’m still in a limbo as to what’s happening with my broadband accounts, it’s very confusing, but my old account is now actually closed. BT stopped my Broadband Talk without telling me and I’ve lost a number I used. They had the nerve to send me an Email saying I’ve chosen to stop my Broadband Talk. BT haven’t even apologised. It’s meant to be re-setup in around 3 days and that was well over a week ago and I’ve heard nothing. I hope BT don’t expect me to pay my full broadband bill when I haven’t been receiving the full service. I’ve now got to chase BT for the 4th time about my broadband talk, remember that it’s all meant to be transferred with one simple call when I moved - NEARLY 2 MONTHS AGO!!!!
September 10th, 2008 at 6:45 am
I haven’t even got a broadband talk number or password and BT have sent me nothing. Calling BT yet again - passed around waiting in multiple queues YET AGAIN - what has happened to BT? It’s 7.38am at the time of writing and apparently they are still very busy, they are always very busy. Because my Broadband Talk was disconnected in error, they apparently have a problem reconnecting it despite it working perfectly before. They tried to tell me there was a problem with the exchange, explained that this is rubbish as it was working perfectly fine until BT disconnected the service without telling me. They say now I will receive a new broadband talk number within 24 hours, I’ll believe this when I get it.
September 11th, 2008 at 2:58 pm
BT lied yet again - NO SIGN OF BROADBAND TALK when promised 100% yesterday by last operator, suspect they said this just to fob off my call. Waited in queue for operator then explained problems, HE HUNG UP for no reason what-so-ever! Waiting in queue yet again and spoke to 2nd operator who says they are having technical problems setting up broadband talk, explained that it was working perfectly fine before BT cut it off in ERROR so any technical problems are entirely BT’s fault. The relevant team are apparently working on it and will email me with new number in a couple of days. It was meant to take. Put on hold for ages. Also BT failed to provide 1571 service ordered ages ago. Operator offered to order 1571 when I’ve tried ordering it twice already to no avail. Operator found my previous orders, but it’s not been done and now there is no current order outstanding for 1571 on my line. Forced to order a 3rd time and this time got reference number for this and work only just starting. They can’t do 1 thing right, not even simple things. I’m at my wits end with BT.
September 12th, 2008 at 1:57 am
Finally BT have connected my 1571, but okay this isn’t to do with my move. Unfortunately I still have no Broadband Talk which is because of my move back on July 16th 2008. Still chasing and complaining…..
September 16th, 2008 at 3:43 pm
BT sent my phone bill to my old address yet again despite numerous calls to correct this. Called BT yet again and yet again apparently corrected, will know if it really has been corrected next month.
Still haven’t got broadband talk despite repeated promises after BT accidentally cut me off after leaving me with 2 broadband accounts and not transferring the services properly. It’s now 2 months since my flat move and 30+ calls later, BT still haven’t transferred all my services properly. Remember according to BT it’s meant to be taken care of in one simple call. Broadband talk is part of my option 3 broadband, so I’m still paying full price for a partial service.
BT saying yet again that there is issues with my broadband talk despite it working perfectly fine before BT cut it off wrongfully. Now told to set it up myself on-line as they are having problems for some reason. Tried setting up, but getting error messages on the site. Tried both my broadband account number and my phone account number to no avail. Will now have to call BT yet again - the 3rd time today and must be at least the 30th call just to get BT to move my services after a move.
September 16th, 2008 at 3:47 pm
Even tried logging into my account and still it won’t set-up broadband talk. Now complaining demanding a manager.
September 16th, 2008 at 3:48 pm
BT cut me off twice after waiting in queue, THE SERVICE IS WORSE THAN TERRIBLE! Getting stressed and can’t even complain or talk to anyone.
September 18th, 2008 at 1:04 am
Spoke to BT again and fobbed off yet again about Broadband Talk not working when BT cut it off in error. 2 months after my move and lots of calls later, they are still sending my bill to my old address too. Complaining complaining and complaining, 30+ calls later and still BT haven’t successfully moved my service which is according to BT done in one simple call.
September 24th, 2008 at 12:15 am
UNBELIEVABLE - BT STILL HAVEN’T SORTED OUT MY BROADBAND TALK!!!! It’s now over 2 months since I moved. COMPLAINING YET AGAIN. I now want compensation.
September 24th, 2008 at 12:24 am
On the phone YET AGAIN and they can’t find a broadband talk telephone number associated to my account! This is an absolute joke. Told me to call back tomorrow. WRITING ANOTHER COMPLAINT!!!
September 24th, 2008 at 1:07 am
Threatened BT with OFCOM which used to be OFTEL as I’ve been more than reasonable. Also asked for a compensation settlement.
September 27th, 2008 at 3:27 am
BT FAILED TO EVEN RESPOND TO MY COMPLAINT! Wrote yet another complaint saying that if they don’t respond by the 29th September 2008, I will be going to OFCOM! I’ve also got to watch BT don’t try to start a new 12 month contract for my Broadband Talk when I was well into my contract when they cut me off my mistake.
September 30th, 2008 at 12:42 am
BT FAILED TO RESPOND NOW TO ALL RECENT COMPLAINTS - IT DOESN’T MATTER WHAT I SAY OR DO - BT WILL NOT SORT OUT MY BROADBAND TALK!
Made yet another formal complaint - they repeatedly ignore all my complaints.
FORCED TO COMPLAIN TO OFCOM - will let you know what happens from here. My advise now is STAY AWAY FROM BT BROADBAND as the service is close to NON EXISTANT!
October 2nd, 2008 at 4:44 am
Just as I went to complain to Ofcom, got a message from a BT forum administrator after putting my experiences about BT on their forum. He is forwarding my complaint to the customer resolution team who are supposed to contact me within 48 hours, well it’s been 24 hours at the time of writing and heard nothing. Called BT again today and got passed through 5 different operators, none were helpful, all saying they needed to pass me to another department. Again someone is meant to be getting back. If no-one gets back this time for either - it has to be OFCOM. If I get no compensation now for the way I’ve been treated - again it has to be OFCOM. Look at this thread and all the updates and this is a summary of the problems. Don’t even think about trying to move with BT as 3 months later and 40+ calls later, they still haven’t been able to transfer all my services.
October 2nd, 2008 at 6:09 pm
BT actually called me back at last regarding complaint from BT Complaints Team. The problem with Broadband Talk however still isn’t resolved. Expecting a call back again before Monday 6th October 2008, hopefully with some sort or resolution. BT have extended the time before I complain to OFCOM, but if it isn’t sorted by then, I will still go to OFCOM.
October 6th, 2008 at 3:22 pm
Well it’s Monday 6th October and BT still haven’t sorted out my Broadband talk. Will ring complaints once more before going to OFCOM as simply have no other option. BT won’t connect the service I’m paying for and have broken their contract.
October 7th, 2008 at 2:11 am
WOW: After weeks and weeks of trying, my Broadband Talk is finally connected. 3 months since my call saying I was moving, all my services are transferred.
October 8th, 2008 at 2:25 pm
ANOTHER BT MISTAKE!!!!!! I have unexpectedly just received brand new router which I MOST CERTAINLY HAVEN’T ORDER THIS! I was told I most certainly wouldn’t be starting a new contract for Broadband Talk as I started this in November 2007, but it looks like they’ve started a new contract never-the-less without my consent because of BT mistakes. I called BT and as usual got passed from operator to operator, then they HUNG UP, I heard someone there buy they wouldn’t answer.
THIS IS NOW BEYOND A JOKE!!!!!!
October 8th, 2008 at 2:39 pm
BT now say I’m not going to be charged for the router - so hopefully and finally it’s all sorted now.
October 18th, 2008 at 3:11 am
EVERYTHING STILL SEEMS SORTED AT LAST!!!
October 29th, 2008 at 3:21 am
[…] from one flat to another after repeated mistakes and total utter incompetence from BT. See “Moving home with BT can be a nightmare!” for full details of the trouble and stress I had to go through to move when it’s meant […]