Saturday, 22 September 2012

BT Fiasco Continues

I prefer to write about things that are important to many people. Well this is important to me and maybe to others but it is good for me to have this record of how many things can go wrong when changing my internet provider. I received a bill this week telling me that I was no longer a BT customer. 'Sorry you're leaving BT' was their headline. I was not aware of this as readers will know already that I have fought long and hard to gain a service from BT.

I phoned yesterday and I was assured that I was still a customer. It is a long story made longer by the system of speaking to someone on BT's phone. I had to input my account number twice so that their service could be an efficient service, then I had to tell the person my account number twice. At the end of this conversation I was reassured a little and I was asked if I found that person helpful. I said yes but the letter causing the phone call was the complete opposite.

I will look again for my online bill and broadband usage in a couple of weeks and see if it can be found. I may be phoning them again to find out how I can see my bill but when I phone up now I am getting automatic responses telling me that I have already phoned a number of times, How can automated responses sound sarcastic?

Change the world

P.S. It is now eight days later and I can log on to my account. That's good. Unfortunately I still can't access my broadband usage. as the connection was reset. I think that is another language for 'you can't see how much broadband you are using so we may charge you more at the end of the month'. 

I did try to check on how much I had used broadband yesterday but maybe in another week or two I will have access. After all, I only asked for BT's service in July.

P.P.S. It is now the 4th October. I still cannot see my broadband usage so I phoned BT again and after the usual options I spoke to someone at once! They were also very helpful and passed me onto the technical department and after only 27 minute I can now see that........the 'usage  monitor is currently undergoing maintenance. Please try again later'.

I have had emails linking me to my bills. Unfortunately the links were broken. I now find out that I have a bill that should have been paid a week ago - it is now paid. I thought I had set up a direct debit but it is now. The good news is that there was no sarcastic automated message telling me that I have phoned for help again. I was told that I had gone over my broadband allowance and been charged £5 extra. I can't see this on my bill. Dare I phone again?

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