ForumGarden

A thread, I think, on my current cul-de-sac as far as getting back online is concerned.

I had broadband installed last year by a Firm Up North, and very good they were too. I had around 16Mb/s most of the time and paid £24 a month including line rental, a phone with free evenings and weekends, and tax. I decided I needed a faster link and rang to check the BT Infinity 70Mb/s availability.

Now read on, dot dot dot

Dear BT Business.

I had a line and ADSL2 installed last August by Fuel Broadband: Primus Saver account LTT63415 [phone number omitted].

I spoke with Moeen Patel on your Business sales team on 20th April to order Business Infinity 70Mb/s on that line and was given, then or later, an order reference BTPS7688 and an agreed price. Since then I have had more conversations with your Business sales team. I have had no calls, emails or letters from them, all the conversations were initiated by me.

In those subsequent calls I was told that LLU required that BT take control of the phone line before Infinity could be installed. I agreed, was given an additional order reference BTPU7159 and paid a £150 early termination fee to Fuel Broadband. The line was then transferred to BT on 22nd May.

On 26th May, with no broadband connection, I called your Business sales team and was told by Stephanie that Infinity was unavailable for that line. She invited me to contract for an ADSL2 service with BT for £20 a month and told me I was already contracted to a line rental with BT which was charged additionally. I declined her offer of ADSL2.

Firstly I require you to immediately install Infinity 70Mb/s on my line as originally contracted.

Secondly, if you are unwilling or for any other reason unable to install Infinity 70Mb/s on my line as originally contracted, I require you to immediately terminate whatever contract you believe you have with me and to bill me immediately for the full amount of any service charge and early termination fee relating to [phone number omitted], which I will pay. I have no desire to be entrapped by debt collection agencies or to have my credit rating damaged, I will pay you everything you ask for. I will then press, through the Small Claims Court if need be, for restitution from BT of both that and the early termination fee I paid to Fuel Broadband. I will also escalate this complaint both within BT and through the appropriate regulator.

Best of luck.............watch your blood pressure.

Good Luck!

Sometimes I find this website a great place to head for consumer advice

Search Results - The Consumer Forums

wish I'd known about them years ago.

The dreadful pit deepens...





Hello Mr Harris,

Thanks for choosing BT Broadband for your business. Please keep this email safe as you'll need these details later.

Your order number is BOS 15836048

It's easy to track your order online. Have your order number and postcode handy. You'll see how far we've got with your order and when your equipment's due to arrive, and you can update things like your billing address or contact details.

You ordered BT Business Broadband

You've signed up for a minimum period of 24 months. If you end your contract within the minimum period, you'll have to pay a termination charge for ending early. For details of charges, see terms and conditions and Section 15 in the BT Price List.

You can cancel your order at any time up to two working days before your service with BT starts. We might have to charge for the work we've done so far and we'd let you know what you'd need to pay before cancelling your order. The charges are in our terms and conditions under 'Broadband and Internet Services'.

Your broadband

We'll get your new service up and running on [phone number omitted] by midnight on 09/06/2015. We've got a few line checks to do first, so this date might change. (We'll let you know if it does.)

Your phone line can support a maximum broadband speed of about 19 Mbps.

A conversation ensued...



Status: Connected

Saphai : Hi, my name is Saphai . I am reviewing your question.

John Harris: Good morning Saphai.

Saphai : Morning John, you’re through to BT Business Broadband Tech Support

Saphai : how can I help?

John Harris: You are providing a service I have not contracted.

Saphai : how do you mean? have you got a telephone line or broadband service with us installed that you did not order?

John Harris: yes

Saphai : ok, do you have the telephone number of the line concerned?

John Harris: Phone number omitted

Saphai : ok, I can see this is a new order raised today, I'll need to transfer you over to our Order Management Team to look into this John and cancel the order

Saphai : bear with me a moment

John Harris: thank you

Saphai has disconnected.

Satakshi Agnihotri : Hi, my name is Satakshi Agnihotri . I am reviewing your question.

Satakshi Agnihotri : Thank you for contacting BT web chat today.

Satakshi Agnihotri : Hi

Satakshi Agnihotri : How are you ?

John Harris: Good day Satakshi. I am not pleased.

Satakshi Agnihotri : John i am so sorry to hear that

Satakshi Agnihotri : Let me check what best i can do for you

Satakshi Agnihotri : First I need to validate your account details in order to assist you in a better way.

Satakshi Agnihotri : Please help me with the Company name, install address, Post code

John Harris: I'm logged into my account management panel? Is that not an authority?

John Harris: I can read all those details off the screen!

Satakshi Agnihotri : Ok i will check it but Please help me with the Company name, install address, Post code first

John Harris: Details omitted

Satakshi Agnihotri : Thanks

Satakshi Agnihotri : John the line orders have been completed and closed so i cannot cancel it however i can surely cancel the broadband order for you

Satakshi Agnihotri : Shall i cancel it ?

John Harris: Have you a record of a complaint I sent using your online complaint form last week? I've had no response to it and it's relevant.

John Harris: - and yes, I need both the line and the broadband cancelling, I ordered neither. I ordered Infinity, and you weaseled out of supplying Infinity.

Satakshi Agnihotri : I am sory team as we do not have access to check it so in this case relevant team will only able to help you

John Harris: The line order was part of the Infinity order, and you failed to deliver.

John Harris: How much are you attempting to bill me, so far, out of interest?

Satakshi Agnihotri : Ok i am canceling the broadband order for you and i would request you to please speak to billing team on 0800800156 for bills related query

John Harris: thank you

Satakshi Agnihotri : Is there anything else I can help you with?

John Harris: who can cancel the line?

Satakshi Agnihotri : John line order has been closed as line has installed already so it will not be cancelled now

John Harris: oh yes it will be. Who must I speak to, I have placed no order for a line.

John Harris: and who can I speak to who will deal with my submitted complaint?

Satakshi Agnihotri : Well the line order is for number port so for more information please contact number port team on 0800 876 6989 as we do not deal with it

Satakshi Agnihotri : Is there anything else I can help you with?

John Harris: who can I speak to who will deal with my submitted complaint?

Satakshi Agnihotri : I am sorry John as i am not ware of that however we have

Complaint Address

bt correspondance centre, providence row, durham, dh98 1bt

John Harris: and an email address?

John Harris: or do you make complaints difficult.

Satakshi Agnihotri : That's all we have John

John Harris: thank you for your help today.

Satakshi Agnihotri : Thank you for contacting BT web chat today.

Have a lovely day. Take Care. Bye

Satakshi Agnihotri has disconnected.

Which triggered the following response

We're cancelling your order

Hello Mr Harris,

Thanks for letting us know you'd like to cancel your order for BT Business Broadband on [Phone number omitted] .

We've told you about any charges for work we've done so far. If they apply, we'll add them to your bill. There's more detail about these charges in our terms and conditions under 'Broadband and Internet Services'.

To end other services, you need to get in touch with us (see Need help? below).

Your order number is: BOS 15836048

It's easy to track your cancellation online. Have your order number and postcode handy. You'll see how far we've got, and you can update things like your billing address or contact details.

If you didn't mean to cancel, and you'd like us to continue with your BT Broadband order, get in touch as soon as you can.

Thanks.

Graham Sutherland

CEO, BT Business

And, minutes later,



From: "BT Business no reply"

Recently you requested personal assistance from our on-line support centre. Below is a summary of your request and our response.

If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days.

Subject

Complaints - Broadband & Internet - My order



Discussion Thread

Response Via Email (Anand Gupta) 06/02/2015 12:33 PM

Hello John

Good Afternoon

Thank you for writing to us. I apologize that you have had reason to complain. However the broadband on this telephone number [Phone number omitted] is already cancelled.

Regards

BT





to which I have responded as follows:

Broadband & Internet order complaints

You write "If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days".

You do not tell me how, you do not allow me to reply to the email or click a link to a follow-up web page. That is dreadful service.

I wrote "I require you to immediately terminate whatever contract you believe you have with me and to bill me immediately for the full amount of any service charge and early termination fee relating to [Phone number omitted], which I will pay".

You have not yet cancelled my line contract. You have not told me my total debt with BT or how to settle it. Please immediately do both.

Have you sought other assistance such as the Consumer Forums ?

If they have no other problem the same as your own, they will have ways to escalate with relevant telephone numbers, addresses etc.

I'm not ringing anyone, especially BT, because I would then have no transcript of what was said. I'm not using snailmail at the moment, it's too slow. And if I seek any assistance it will be from a solicitor, not a consumer website. I'm quite happy to reed them for advise but I have no desire to consult them.

spot;1480130 wrote: I'm not ringing anyone, especially BT, because I would then have no transcript of what was said. I'm not using snailmail at the moment, it's too slow. And if I seek any assistance it will be from a solicitor, not a consumer website. I'm quite happy to reed them for advise but I have no desire to consult them.


Reed them then.......it mite elp ya

An outbound email.





Dear Mr Sutherland, (graham.2.sutherland@bt.com, CEO, BT Business)

You keep emailing me (signing off various "Thanks for choosing BT" correspondence), I thought it might now be time for me to email you in response.

Somewhere within BT you must have a manager capable of sorting out this appalling combination of lies and errors on the part of your sales team. Please forward it to him and we can both see how well he performs.

The problem relates to [Phone number omitted], a sales contract to supply Infinity 70Mb/s and a subsequent discovery by your sales team that Infinity could not be provided. The proffered alternative of ADSL2+ was, by that stage, an incendiary insult. My "I would rather die" was interpreted by your Stephanie as an instruction to proceed.

All the required details are at http://www.forumgarden.com/forums/gener ... tions.html

Thank you very much for your assistance,

John Harris.

Thirty minutes later I have an "Our team will now own your complaint until your issue is fully resolved" reply. I think this thread can now go silent until everything's sorted.