Apologies for being long, but had to describe the situation to show other people how rubbish, unprofessional, overpromising and underdelivering this company is. It is a shame that nothing in my review is a lie.
In the middle of October a lady came knocking on our door and offered us an 'amazing' deal. 500mbps broadband for £30, BT will reimburse us for any cancellation fee with the previous provider. We went for it. So we signed up for it and were waiting to be contacted when it would happen. Days went by and no one contacted us. We called the BT helpline, totally unhelpful, could tell us when it will happen but assured us someone else will give us a call the next day. We received a text message with the time window of the call. But guess what no one called. So we called again and explained the situation to another advisor, they told us it will be 18.11. and someone will call us 24 hours before to confirm. But guess what, no one called us. So AGAIN we called the BT helpline - not helpful twice - EXPLAIN again all situation around, the advisor did not know a thing to what can happen and when, just that he will send us a small EE router with 4G so we can use it if we do not have broadband and that again someone will call us on Saturday 19.11.2022. But again, guess what, NO ONE DID. On Monday evening we called again, explained the situation AGAIN and demanded ANSWER when we will get broadband installed. We have Netflix, Alexas connected to broadband and one of us is working from home and had to take an emergency holiday. No connection means no work to be done. We asked the smart advisor to give us an email where we can officially complain - manager's email or head office email. She told us to google it and how we should if we do not have broadband? When we gave her this reason, she hung up on us. REALLY????? So we called the BT rubbish helpline and explained the situation AGAIN and wanted to complain about the smart advisor. She told us they need to wait for an engineer report that is installing cables in our area and after an engineer appointment can be made. We asked, how long does it take and she said around 5 days. SHOCKING! I told her this is not acceptable, that we are without broadband because of their failed promise to deliver. Apparently she logged the complaint about the advisor and sent it to higher places. I doubt that. She again offered us a mini router for 4G. I told her we have one and it is absolute rubbish. She confirmed it will work with only one device. I asked her if my partner will be connected to that, me and my daughter should watch the wall as nothing else will work, or if one person is watching netflix, no one can use phone or laptop or watch anything on second TV. 'All I can do is to say we are sorry'. This sentence is absolutely not helpful, resolution nowhere to be found and we were left without broadband and frustrated. And to our surprise this morning we have received a text message saying the engineers appointment will happen on 13.1.20223.
Pardon my French, this is taking a p*ss out of customers. Original appointment was meant to happen 18.11.2023 and the new one is almost 2 months later? What we meant to do for 2 months without broadband? Full of frustration I called the helpline to raise my issue to ANOTHER person AGAIN from the beginning. NOT RESOLVED so I resigned from the lovely contract. NOW we are left with £300 cancellation fee bill, no broadband home and anger and frustration.
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