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Hi all.

Ok, decided to change from sky to BT for my broadband on 27/11/17 for BT sport reasons only.

I was told my services would be on by 13/12/17.

A few days later I received an email saying it would be 18th.

I called them to make sure sky wouldn’t cut me off before that, they said no it would be on until they go live.

 

Fast forward to the 18/12.

I still hadn’t received a hub, sky cut me off

 

I called BT.

They said the order wasn’t progressing through normal systems and that’s why I hadn’t had New Hub.

They put an order in manually for the hub which I received the following day. (19/12/17).

Still not connected.

 

Every day that week I called for an update,

spending 40-60 mins on the phone whilst they checked with openreach etc.

Every day I was told it will be on “tomorrow before midnight”.

Christmas Eve arrives, still nothing.

 

I get a call saying it will be on on 29th.

 

I have to admit, I went garrity at that moment as that meant no internet for downloading films/gaming etc over Xmas on our few days off.

Told them to cancel everything including BT sport immediately.

 

I rang sky to get them to reconnect me,

they couldn’t as BT hadn’t cancelled it.

 

Phoned numerous times after Xmas to be told they’re having problems cancelling it.

So not only do they have problems connecting it, they now can’t cancel it and until they do I can’t get internet from them or any other provider.

 

Was promised a call today from the case manager.

I had someone call “on behalf” of case manager who said it still wasn’t fixed and to check back on Friday.

So this will be 2 weeks since cancellation and 3 weeks without internet.

 

My kids can only look at their new Xbox they got for Xmas in the box as I need internet to set it up.

I’d there anything I can do?

It’s costing us money in more data from Vodafone etc.

I’m in no mans land!

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I email the CEO directly when I get any of this type of nonsense from BT.

gavin.e.patterson at BT.com and his office on elc at BT.com (it won't let me type the full email addresses)

They usually get things resolved in a day!

Good luck.

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  • 2 weeks later...

We are in exactly the same boat.

BT messed up the order and now can’t cancel it. It has been over a week of them trying to do so.

And they can’t even say why it’s happening.

If you get anywhere please let us know.

We have been without internet since 21/12/17 because of them. And the CEO has stopped replying to emails.

The worst customer service I’ve ever had.

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