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.
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Comments:
Comment from admin
Time July 24, 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.
Comment from admin
Time July 30, 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.
Comment from admin
Time July 31, 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.
Comment from admin
Time August 11, 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….
Comment from admin
Time August 12, 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:
Comment from admin
Time August 18, 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.
Comment from admin
Time August 29, 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.
Comment from admin
Time August 30, 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.
Comment from admin
Time August 30, 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.
Comment from admin
Time August 30, 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.
Comment from admin
Time August 30, 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.
Comment from admin
Time August 30, 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.
Comment from admin
Time August 30, 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.
Comment from admin
Time August 30, 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.
Comment from admin
Time August 30, 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.
Comment from admin
Time August 30, 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.
Comment from admin
Time August 31, 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.
Comment from admin
Time August 31, 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.
Comment from admin
Time August 31, 2008 at 3:21 am
BT seem to have removed my Email address too at even more inconvenience.
Comment from admin
Time August 31, 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.
Comment from admin
Time August 31, 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.
Comment from admin
Time August 31, 2008 at 4:48 am
For more on BTs awful service, how to complain & other peoples stories, see:
and
CONSIDER THIS BEFORE USING BT.
Comment from admin
Time August 31, 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.
Comment from admin
Time August 31, 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.
Comment from admin
Time September 10, 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!!!!
Comment from admin
Time September 10, 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.
Comment from admin
Time September 11, 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.
Comment from admin
Time September 12, 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…..
Comment from admin
Time September 16, 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.
Comment from admin
Time September 16, 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.
Comment from admin
Time September 16, 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.
Comment from admin
Time September 18, 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.
Comment from admin
Time September 24, 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.
Comment from admin
Time September 24, 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!!!
Comment from admin
Time September 24, 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.
Comment from admin
Time September 27, 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.
Comment from admin
Time September 30, 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!
Comment from admin
Time October 2, 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.
Comment from admin
Time October 2, 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.
Comment from admin
Time October 6, 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.
Comment from admin
Time October 7, 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.
Comment from admin
Time October 8, 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!!!!!!
Comment from admin
Time October 8, 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.
Pingback from Is BT Broadband getting overloaded? | PJCNET
Time October 29, 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 [...]
Comment from admin
Time December 2, 2008 at 8:18 am
I have another problem which has possibly stemmed from having 2 accounts at the same time due to BT mistakes made because of moving. I apparently have arrears on my account according to one BT operator when I have been paying the correct amount for BT Broadband Option 3 every single month and haven’t made more a literally a few pence on BT Broadband Talk calls. See http://www.paranormal-marketing.com/2008/12/02/accepted-a-new-bt-broadband-contact-at-reduced-rates-but-will-they-honour-it/ for full details.
Pingback from Accepted A New BT Broadband Contact At Reduced Rates, But Will They Honour It? | PJCNET
Time December 2, 2008 at 8:26 am
[...] my name at the same time. This was meant to be finally sorted, but now I’m not so sure, see Moving home with BT can be a nightmare for full details of months of problems due to BT mistakes when I moved home. Unfortunately before I [...]
Comment from admin
Time December 2, 2008 at 9:07 am
Apparently the about comment 48 isn’t related according to an email I’ve had from another BT operator, but I will keep an eye as one operator said otherwise.
Comment from admin
Time January 13, 2009 at 5:34 pm
I moved in July 2008, it’s now January 2009, but despite calling at least 5 occasions to change my address – BT STILL ARE SENDING MY BILLS TO MY OLD ADDRESS. Confidential ID is going to someone else. They are clearly not capable of changing a simple address on the system. Calling now for literally the 6th time to now make a complaint and to speak to a manager because of this sorry state of affairs.
Comment from admin
Time February 23, 2009 at 9:39 am
BT are still having problems with my bill and I’ve found out it’s because of moving, not transferring it across – see http://www.paranormal-marketing.com/2009/02/23/why-cant-bt-get-my-payments-for-broadband-right/#comment-343 for more details.
Comment from admin
Time February 23, 2009 at 9:46 am
Finally BT say I’m getting £36.23 as a credit on my previous bill – just hope they send it to the correct address – asked them to confirm this, so I sincerely hope so. BT initially said they were transferring this to my most recent account, but they didn’t, causing all the confusion.
Comment from admin
Time February 23, 2009 at 2:13 pm
Called BT again to ensure they were sending the rebate on my old account to my new address, just as well I did as my billing was still open on the old account and nothing was going to be sent – leaving me in arrears still on my new account. I now hope I finally get the rebate to pay my new arrears that is BT faults for not crediting from my old account as they agreed back in July 2008, YES JULY 2008. It’s silly that BT couldn’t transfer it, but they shouldn’t have said that they could.
It’s another mistake out a numerous – they clearly can’t do a simple move as it’s now the 23rd February 2009 and I’m STILL sorting out BT mistakes from my move back in July 2008.
Comment from admin
Time February 24, 2009 at 5:30 pm
Since one simple stress free phone call to move has been in reality so far 7 months of BT mistakes, around 50 phone calls to BT and lots of complaints and it still isn’t sorted, I am writing a complaint to BT demanding compensation before going to OFCOM / OTELO. It’s beyond a joke now, I moved in July 2008, it’s now 24th February 2009 and my accounts are still not sorted out. Still waiting for BT to send me money they owe me from my old account as they are demanding payments I don’t owe on my new account. They can’t transfer it as promised. Also even now I’ve done the maths and it looks like I’m still being over charged by BT.
Comment from admin
Time February 28, 2009 at 5:18 am
Written another complaint to BT as no sign of my rebate, yet they still say I’m in arrears when I’m not, I may be forced to cancel my direct debit to stop BT ripping me off. It’s terrible.
Comment from admin
Time February 28, 2009 at 5:47 am
Reply to previous complaint was total rubbish, it said that my payments have been set to £15.99 a month now, yet check and it’s still set at £34 a month. I hope they aren’t going to take 2 lots out now, one for my old account at my previous address and 1 for this account. It’s a complete and utter mess at BT. DON’T ATTEMPT TO MOVE HOME WITH BT BROADBAND – IF YOU DON’T BELIEVE ME – READ ALL THIS BLOG WITH COMMENTS! A total nightmare and still not sorted after now seven and a half months.
Awaiting reply from latest complaint.
Comment from admin
Time March 3, 2009 at 6:54 pm
BT totally IGNORED complaint and it’s been a lot longer than 48 hours. Only automated message saying that they take complaints very seriously. Well, THEY IGNORE THEM! This is DISGUSTING! Calling BT for what must be the 50TH TIME SINCE MOVING JULY 2008. Unless I get a rebate or they stop £34 coming out of my bank for a £15.99 payment, I will be forced to cancel my direct debits. This is the 6th time I’ve called BT about this alone.
Comment from admin
Time March 3, 2009 at 7:09 pm
BT for a 3rd time are saying they are sending me a rebate – it wasn’t even done by the last 2 operators so I’m not holding my breath that’s it’s done this time. I hope I get the rebate before they take more than double my payment for the Internet.
Comment from admin
Time March 5, 2009 at 9:00 am
Still no rebate and operators just aren’t sort it. I have written yet another complaint to BT as they refused to even respond to my last 2 complaints. I am threatening them with legal action as they are now in breach of contract.
Comment from admin
Time March 5, 2009 at 10:50 pm
BT refuse to answer ANY complaints what-so-ever – last 3 complaints have had NO RESPONSE WHAT-SO-EVER! It’s absolutely disgust in every way. Complained on phone yet again, they keep offering payment plans to pay off a debt THAT I DO NOT OWE! BT have provided a terribly slow service too now for many months and they have now breached their contract.
I have asked them for a MAC code which I’m legally entitled too and have threated BT with legal action, but they still won’t reply to any complaint what-so-ever. I am now writing another complaint to OTELO / OFCOM as BT are literally impossible to deal with and it’s impossible to continue having broadband with them under these terrible conditions.
Comment from admin
Time March 11, 2009 at 9:04 am
BT still ignoring all my complaints and even request for MAC code which they legally have to provide. I can’t let them take more than double what I owe from my bank account, close to being forced to stop my direct debit as the date for payment is getting close and BT keep saying it’s a separate account when I’ve paid every single month the correct amount and it’s on my bank statements, they gave me 2 accounts after a simple move in July 2008. It’s dreadful the way I’m being treated by BT. I will pay what I owe and ONLY what I owe, but BT may cut me off illegally as I’ll BE PAID IN FULL! OTELO are telling me I’ve got to send a snail mail to BT first, not very helpful so far.
Comment from admin
Time March 11, 2009 at 3:10 pm
There is still no sign of any rebate from my old account that BT are meant to owe me since I found out I had 2 accounts from July 2008 when BT failed to even inform me – a complete mess up CAUSED ENTIRELY BY BT. There is still no responses to numerous complaints that have been TOTALLY IGNORED which is breaching their own contract which is now null and void legally, it has also been breached in various other ways by BT. I now have a long list of BT complaint reference numbers, all just with auto responses saying that complaints are treated very seriously promising a reply within 48 hours, well they are clearly LYING THROUGH THEIR TEETH, how can complaints be important to them IF THEY DON’T REPLY TO ANY? IT DOESN’T MATTER WHAT I SAY OR DO IN A COMPLAINT – BT WON’T FOLLOW IT THROUGH OR EVEN REPLY – It’s a total utter shambles and it’s literally impossible to deal with a rogue company that doesn’t even follow through complaints procedures in any way what-so-ever. BT are now worse than just unprofessional. I have spent many hours writing these complaints and have now threatened them with OTELO demanding a MAC code which I’m legally entitled to, but there’s still no reply from BT. OTELO tell me I have to write to BTs snail mail address, not that this will do any good as with an Internet Service Provider, complaining OnLine should be the same as snail mail, but quicker. I will have to try though as otherwise they won’t take on the case.
I have complained on the phone to BT yet again asking to be put through to someone very senior explaining that I’ve now made at least 70 calls to BT (literally) to try and sort out a simple flat move on the 16th July 2008 that’s meant to be automatically completed by BT without any stress, THIS IS THE BIGGEST JOKE OF ALL, BT have been BY FAR the biggest stress of all, they are so bad that if I got offered a nicer flat for instance, I be reluctant to move entirely because of BT as they can’t get anything right, not even the 70th time as proven. I initially called BT 2 weeks before moving on the 16th July 2008 at the beginning of July to give them notice.
BT have also charged me £125 under false protenses (see original article above) as they initially said that they could have waved this fee if it wasn’t for lots of extra work for the visiting BT engineer that they said would take a lot of man hours. Well the work only took the engineer a couple of minutes and he didn’t know anything about extra work involved. BT are still refusing to even consider refunding this, you’d think this would be the least they would do after causing me so much stress.
The operator has now said that my payments have been set to £19 this month, which is still too much, but it was £34 a month. I will apparently still be charged £34 next month unless I speak to them beforehand which is another joke. The on-line billing still says I will be paying £34 and the previous BT operators confirmed this, if BT still take £34 unauthorised, I will be clawing it back using the direct debit guarantee. I have cleared said on the phone that I’M NOT AUTHORISING THIS TRANSACTION as I don’t owe it.
Even £19 is too much to pay as I have paid £19 for the last 2 months when my monthly broadband is only £15.99 + 50p of calls using broadband talk. I’m extremely unhappy. I also suspect that even with this BT have still charged me between the 16th July 2008 and the 31 July 2008 when I had no broadband what-so-ever due to numerous BT mistakes, but when BT failed to disconnect the service in my old flat as they assured me and promised they would, I also confirmed this with more than one operator.
Apparently I’m still getting a rebate from my old account from July 2008 despite not getting it for all this time. I’ve now been promised this numerous times and previous operators didn’t even action this. Initially they never said anything about 2 accounts, they then repeatedly promised me it would be transferred acrss
As well as receiving a totally DIRE customer service in every way TO SAY THE VERY LEAST with nothing but continuous mistakes from BT, while getting completely different stories from different BT operators with their total utter repeated incompetence to do 1 single thing right, BT has been also providing me with an extremely slow broadband service for 5 months, see Is BT Getting Overloaded? I have made numerous complaints about this too and you’ll be amazed how bad BT really are.
BT have caused me so much stress it’s unbelievable. How one organisation can upset me so much and waste so many hours of my life just making complaints really baffles and amazes me. I can honestly say that now BT is the worst large company I have every actually dealt with for making repeated mistakes.
I STRONGLY ADVISE PEOPLE TO AVOID BT BROADBAND LIKE THE PLAGUE!
Comment from admin
Time March 13, 2009 at 5:09 pm
BT cannot do a simple thing correctly. Everything they say or do is a mistake. EVERYTHING! They have now finally sent me the cheque and have SPELT MY NAME WRONG! Despite it being correct on all my bills ever since starting with BT in late 2007. This probably is useless.
BT still insist on taking more than twice I owe in direct debit as they haven’t transferred the account over from July 2008 on the move.
Comment from admin
Time March 13, 2009 at 5:17 pm
Confirmed that the cheque will bounce! USELESS TO ME!
Comment from admin
Time March 13, 2009 at 5:32 pm
BT apologised on phone, but an apology isn’t now good enough for so many months of problems. I now have to send the cheque back to BT at my expense and wait another 2 weeks for a replacement, that’s if BT get this right. This should have been transferred in July 2008 as initially promised. I’m supposed to continue paying as if I’ve had this refund on my my account and I am refusing, but BT still insisting.
With this and numerous other problems including slow speeds for 5 months, I have now demanded a MAC code under General Condition 22 which means BT have to provide one no matter what. BT have certainly breached their contract, but BT say that if I leave they will attempt to charge me for breach of contract and I will have to fight it. This is totally worng as BT can’t provide a reasonable service and can’t get 1 single thing right.
BT have most certainly breached their contract after what must be now 30+ complaints and 70 odd phone calls, plus they ignore complaints. Tempted to leave them anyway and fight against them as it’s proving impossible to stay with BT broadband.
Comment from admin
Time March 30, 2009 at 5:54 am
Waited for replacement cheque and not arrived. Phoned BT yet again to complain and they have advised me to return the cheque back (at my expense) to the correspondence centre in Durham. I am writing a letter of complaint asking for compensation for a comedy of errors and 5 months of very slow speeds too due to the virtual paths at my Exchange being overloaded.
Comment from admin
Time April 15, 2009 at 4:44 am
BT have ILLEGALLY taken £34 out of my bank account for a £15.99 broadband account when I’ve actually overpaid for the last 3 months too. This is because they STILL haven’t sorted out my move and the transfer of my old account into the new or a cheque payment. I’m now out of pocket. Incidentally it’s illegal too as the BT system says I’m only paying £17 which is still too much. I am now considering clawing back the money using the dirct debit guarantee as it’s an illegal payment that I don’t owe, but I’ll probably get cut off as BT say they are different accounts even though I’ve only ever had 1 broadband connection and it’s BT that have caused this confusion. THEY ARE UNBELIEVABLY INCOMPETENT!
Comment from admin
Time April 15, 2009 at 6:41 am
I’m fuming with BT and the flat move so far has been literally 9 months of hell, waiting to complain when they open at 8am today and will update.
Comment from admin
Time April 15, 2009 at 8:24 am
BT say they are now sending me a cheque out for the money they owe me from July and August 2008 payments on my old account, but they didn’t do this before even though I sent them a letter returning a previous incorrect cheque demanding a new one, they simply can’t get a single thing right, it doesn’t matter what I seem to say or do. It’s now April 2009 and I’m still trying to sort out a move in July 2008, this is getting tiresome and I’m now out of pocket demanding debts from BT.
BT now assure me the cheque owed really is being sent with my correct name this time, well I’m unhappy I’m out of pocket while I’m waiting for yet another 5-10 working days and I certainly should really just reclaim under the direct debit guarantee for the £34 taken that I simply do not owe, but I know this would cause numerous additional problems and BT are so incompetent it would probably take another 9 months to solve literally, I’m not joking here.
I will update if and when I receive the cheque – meanwhile I’m very VERY annoyed with BT with their continuing and unbelievable incompetence to the absolute extreme.
Comment from admin
Time April 23, 2009 at 12:38 pm
WOW! My cheque for the money owed from my previous account at my old address has FINALLY arrived – remember I moved way back in July 2008, so this is ridiculous! The old account was overpaid because BT started a new account without telling me, taking payments wrongfully still from the old account after I moved. It’s took from July 2008 until last April 2009 to sort out moving with numerous BT mistakes along the way. It’s not one simple phone call to arrange a move as advertised by BT, more like 60 phone calls literally. The cheque is in the right name for as far as I know the right amount.
I’m hoping this is the final update to what’s turned out to be a diary of mistakes by BT after attempting to move flats, transferring broadband and phone services.
Comment from admin
Time June 12, 2009 at 4:04 pm
Dear ‘O’ dear! BT STILL HAVEN’T UPDATED MY CHANGE OF ADDRESS ON MY NEW LANDLINE ACCOUNT! It’s now been 11 months since my address move. Asked for this to be changed at least the 10th time complaining yet again and will check again tomorrow to see if they’ve actually done it this time, otherwise I will have to write a formal complaint. Everything else finally okay after months of problems, but BT don’t seem capable of changing my address no matter what I say or do.
Comment from admin
Time July 14, 2009 at 9:24 pm
BT STILL haven’t updated my address for 12 months of complaining it’s still saying my old address on my bills. A month ago the last BT operator assured me it would be corrected, but yet again for literally the 10th+ time, it’s still not done. BT are totally incompetent and can’t change a simple address, they appear simply incapable. I am now going to make a formal complaint to BT about this, I know it’s stupid, but it’s necessary as it’s pointless asking as they never ever change it.
Comment from admin
Time August 20, 2009 at 5:32 pm
BT still have my old address on my bill after asking numerous times for this to be updated for now over a year – they simply aren’t capable of this simple change and are now the worst organisation I’ve ever dealt with. They’ve proved to be totally incompetent in every way. Complaining by snail mail this time as I’ve got numerous other issues with BT including them selling me a false contract with a broken agreement and dire Broadband speeds for months, the complaints to BT are endless. I have to write a complaint by snail mail before I can escalate all the problems to OTELO (Internet watchdog). When calling BT one is always transferred back and forth being told different stories from different operators until one is back to square one, it’s rare one gets anywhere complaining about anything with BT. Customer service is rated 1 out of 10 as it’s utterly diabolical.
Comment from admin
Time January 14, 2010 at 6:13 am
BT Incapable Of Making A Simple Change To My Billing Address Since Moving In July 2008 – It’s Now Jan 2010!
After asking now at least 15+ times including complaints, they have STILL got my wrong address since July 2008 and I’ve been promised numerous times that it would be corrected. My move is therefore STILL not complete nearly 18 months later. DON’T USE BT OR ATTEMPT TO MOVE WITH THEM! I’m so glad to now be with Sky Broadband instead of BT Total Broadband as the speed is much faster with truly unlimited Internet at a consistent speed which close to having a dedicated line 24/7. BT Broadband wasn’t truly unlimited and was often very slow at peak times especially! Sky Broadband’s customer service is far from perfect, but it’s still far FAR better than BT which couldn’t be much worse. Sky at least have operators who speak English as their first language, many BT calls are dealt with by BT India who are usually very difficult to understand and very unhelpful indeed to say the least. I’m unfortunately stuck with a BT phone contract for a few months yet, but I will be moving to Sky Talk as soon as it runs out so I don’t need to deal with BT ever again.
BT have certainly proved completely and utterly incapable of making a very simple address change after I moved and this adds to numerous other mistakes – see long list of comments above and the article. I’ve written one last complaint which is threatening BT with OTELO as not changing my address for 18 months is a stupid situation when I’ve asked literally 15+ times. Going above BT to OTELO is looking like it’s going to be very necessary although it’s absolutely ridiculous that I’m forced to for something BT should be-able to change in seconds. BT are unbelievably incompetent and don’t cease to amaze me! The impact of not making this important change means BT are still sending my confidential letters to an incorrect address which is absolutely dire as it could be used for identity fraud!
Comment from admin
Time April 8, 2010 at 1:58 pm
BT Put Me At Risk Of Identity Fraud & They Still Can’t Change My Address – Almost 2 Years On!
I’ve now moved home again and asked for a final bill to be sent to my new address weeks ago. Instead BT have sent the final bill to the address from almost 2 years ago (21 Months and counting) that I’ve changed well over 15 times to no avail in writing and over the phone. They’ve sent incorrect proof of my address by the means of a utility bill in my name to someone who I don’t know at an address I lived in going on 2 years ago, in fact the old address has been converted to a homeless scheme since I moved out which is the last place I want my private documents sent. I’m not prejudice against people living in homeless hostels or schemes as I’ve known some very pleasant and decent people who have ended up in this kind of accommodation through unfortunate circumstances beyond their control, but it’s also a very sad fact that they also usually home a higher percentage of known criminals and hard drug addicts than in average accommodation, some of which would use anything they could to get money for their next fix. I’m now at risk of identity fraud entirely thanks to BT’s total utter incompetence. BT have certainly proven that they’re simply not capable of changing a simple address after a move. I’m also concerned that the bill I haven’t received is probably now overdue for payment, I wouldn’t be surprised if they’ve also sent a red letter to my very old address too without my knowledge, I’d be livid if this account is showing on my credit file as overdue and in debt as the reason it’s not paid is entirely BT’s fault. Because I was forced to move again recently due to redevelopment in my old home, my Housing Association has agreed to pick-up the cost of leaving BT before the end of contract as my new home has Virgin Media installed, but they need a paper bill to do this.
I have complained yet again and yet again I’m told the address is updated for what must be the 15th time at least – see all the comments above detailing just some of them. I’m ’supposed’ to be expecting a copy of the final bill to be sent to my new address when it was initially agreed it would be sent here weeks ago, but I’ll believe this when I actually receive it as I’ve been assured numerous times that this very old address has been corrected in the past, even by BT managers that I’ve escalated complaints to. I wouldn’t be a bit surprised if BT send another copy of the final bill to the very old address. I will update…
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Comment from admin
Time July 24, 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.