A thread to disclose you customer service disasters inspired by my recent battle.

As people who follow me on Twitter may have ignored of late. I have been having a running battle with BT.
Our relationship started off well.
They provided us with the only real service we could get at our previous address, they addressed my concerns dutifully, 3 years of a good service. Then I moved house.

1) I should have seen the signs from minute 1. The 'Moving House' web system didn't work. Whenever I submitted my new address the system would throw me back to that same screen to enter my new address with no explanation as to why. So, I had to ring them. Rang them up, couldn't book me in for the day of the move, had to be 5 days later. No biggy, 5 days is nothing.

2) Got a text 5 days before the move saying the service was cancelled. No explanation as to why. So, I ring them up. Yep, it's cancelled. Something about them not being able to submit a takeover for the line (despite the move not happening til five days later). After a rant at some girl who had about as much clout as a j-cloth I was put through to a guy who promised he would ring mean the day of the move and get my original appointment slot back.

3) Day of the move, no phone call. So, I ring them. Can't have my original slot back, has to be booked in for the 21st of Jan as the 16th was the earliest they had, and either me or the wife having to book a day off was not on at all. Was told a manager would call me within 2 hours. This was at 12:30pm.
No call until 5:30pm. Person apologises. Says they'll endeavour to get us an earlier slot, but will get our phone line up and running on a temporary number. This was a Thursday...

4) Nothing from BT over the weekend. So I ring them on the Monday after. Am told that the whole appointment has been cancelled AGAIN. Only thing booked is a phone line alteration from the temp number to the new number...So, the guy says, what he has to do is cancel everything and rebook. Like an idiot (by now I should have known better) I trust him as he says he has an appointment books for the 15th (hey, it's a week earlier than the 21st). I look at the web page later on and see that there's a broadband appointment booked. But nothing to sort out the phone line or the tv service. I decide to ring them again on the next day.

5) Am told that they need to ring me the day after the appointment to sort out the tv service and the phone line. But that I will not be charged for the service I am not using until it is ready to go.

6) Receive a bill before the broadband is installed charging me for a whole month of broadband in advance. So, fed up of calling them, I e-mail them. 2 days later I receive a call saying I shall receive a follow up in 48 hours. 4 days later (not including weekends) we recieve a bill charging us for our hone line, not including the 1571 service we should have, not only that, but it's on a different account number. I use their chat application.

7) Turns out, I now have 2 account numbers due to the idiot who cancelled everything in step 5. One for the phone line (still not on the right number and without the 1571) and one for the broadband and tv service. I am due a phone call the next day to sort out a re-credit for the other bill, and to discuss the changing over of the phone line, as well as the deactivation of the TV service.

Put simply, I am not amused with the whole debacle and would not recommend them to anyone.