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Thread: BT GB System Down

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    BT GB System Down

    Hello,

    I ordered a BT line take over last Tuesday. I was advised that the line hadn't been used for 3 years so I would have to pay £126 for an engineer to come out (I can't understand why they can't wait to see if the line works or not before charging me for an engineer as there is already a BT box on the wall).

    I then received an order confirmation saying that it would be processed within 2 days. Friday came and went and still nothing so I called them and was told the system was down and to call back on Saturday. I called on Saturday morning and was told to call back later in the afternoon. Called back in the afternoon and I was told they have no order logged for me but they could do a fresh order. I said no and called back yesterday to be told there is an order and it was with Open Reach now so someone would call me by Sunday evening to confirm a date.

    Guess what? Still nothing, called back again today and was told they systems are down yet again so to call back later today.

    Has anyone any idea what is going on and what the best course of action is for me to get up and running?

    Thanks,

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    Re: BT GB System Down

    Best way forward is to get back on to them again ,ask to speak to a supervisor and say that you want to make a complaint about poor service from their staff. If you are not getting anywhere ask to speak to a higher supervisor , in other words ' create a noise'. ('he who shouts loudest').

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    Re: BT GB System Down

    Quote Originally Posted by merdat View Post
    Best way forward is to get back on to them again ,ask to speak to a supervisor and say that you want to make a complaint about poor service from their staff. If you are not getting anywhere ask to speak to a higher supervisor , in other words ' create a noise'. ('he who shouts loudest').
    Didn't work for me, supervisor told me nothing we can do for you, but some arguing has got me £35 back of my £125 I've paid for a crap service.

    I've been waiting for over a month now for them to finish up my order.

    They were nice and got an engineer to my house to get the line working after the initial order. That only took a week, now I'm into my 4th week of the second stage, getting my old number transfered, and they still haven't done it. I need this completing so I can move my broadband :/

    They mucked up my order so it just sat in the system for a while, then the day before all these account system problems, I managed to get my account and order all sorted so it could process. Then the system goes down and no one can carry out the order

    The best way to get someone who can help you is ring till you get through to the English call centre, as they'll tell you if your likely to get able to get info from the GB accounts system. I had to ring a few times on friday in order to get a GB person who could access my account, other than that I was getting through to India, who just kept quoting "Ring back in 4 hours".

    The joys of BT.

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    Re: BT GB System Down

    Well at least that saved me another call again today, to try and cancel a line I had with them. On friday there systems were down, same as sat, and still today?! Seriously!

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    Re: BT GB System Down

    I'm meant to have a line sorted soon for broadband... line is still dead after a week, was a bit of a PITA to set up the sky
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    Re: BT GB System Down

    Quote Originally Posted by merdat View Post
    Best way forward is to get back on to them again ,ask to speak to a supervisor and say that you want to make a complaint about poor service from their staff. If you are not getting anywhere ask to speak to a higher supervisor , in other words ' create a noise'. ('he who shouts loudest').
    After an incredible and almost unbelievable 3 year battle with BT (for example, one period of 3 months saw no less than 27 useless engineer visits), i can confirm this tactic does not work in the slightest. BT are the most arrogant, ignorant, badly organised company with the poorest customer service I have ever come across. If you are a large company or work for a media/press with a bit of weight you might get somewhere, but single residential customers are treated with complete and utter disregard. I dealt with various managers pretty high in the BT food chain for months, but its hopeless.

    Only thing that will ever get you anywhere with BT is pig headed persistence. Get every name, email address and telphone number you can and keep at them until they finally do what they are paid to do.
    Last edited by autopilot; 14-07-2008 at 12:35 PM.

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    Re: BT GB System Down

    Well after all that it turns out they have lost the order so I have to start again. I have had my fill of Indian call centers today. I tried toucan but they can only take over once the line is up and running, they were really helpful and although not English (Irish) they could actually understand what I was saying.

    What is more frustrating is that when I tried to place a new order the girl was more intent on selling me additional service than listening to me so I hung up and placed it online - AGAIN, so who knows if it will get processed this time.

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    Re: BT GB System Down

    if you talking about getting phone line actovated then my mate had the same problem.kept calling back everyday and everytime they said they couldnt actovate line due to the systems being down.

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