Reply to: Fun with BT...

[pr1]

He said:

"Am I speaking to Mr Gweev" or some such, close enough so I said yes.
Then he says "Can you answer a couple of security questions please? What is your address and post code please?"
Very polite these people...

My response, "Why? You have just called me and asked me to confirm my name".
"Yes but I need to be sure you are who you say you are."
"Oh that's ok then. You called my number, asked me to confirm my name but still need me to prove who I am? Who is this exactly?"
"It's BT Infinity".
"How do I know that you are who you say you are? How about I ask you a few questions to make sure that you are BT? What is the post code the account is attached to?"

Click....

They have to check it is you who's answered the phone so they don't break privacy rules (presumably it was on your mobile - anyone could have picked up your mobile?) - they hate it more than you do. I expect he gave up because he realised it wasn't worth his time trying explaining the process to you and then trying to convince you to re-sign up, given your tone

[SueEllen]

Honestly it's about time they started treating broadband as a utility much like gas or electricity. One of the most frustrating aspects of moving is the inevitable delay getting internet access activated in the new property - how is it acceptable that a perfectly working broadband service can get cancelled and someone else get charged to switch the (effectively) same service back on again 10 days later.

Most people these days need/expect broadband internet so they really should do better to handle this, even to the point where if the seller tries to have the service disconnected but the buyer places an order for the same service it should prevent it being terminated and simply migrate it to the new customer's account. Hardly rocket science.

The issue is BT are simply incompetent and have a long history of doing this.

They did similar to me when I moved 10 years ago. I asked them to cut of my phone line on a particular date they refused to because someone was taking it over. I sent them a letter as well as phoning them to do this.

They then charged me when the new people moved in instead of setting up a new account for these people.

As I had a copy of the letter with my request and a recorded delivery slip plus a reconnection to my new property I simply pointed this out to them and threatened to kick up a fuss. They cancelled the bill.

Oddly they had no issue in cutting off the people in the property I moved to unless they were billing both of us.

The charge is because BT didn't use to charge you if you moved into a property with BT even if the line was cut off. However they charged those who wanted to use Sky etc for reconnection.

[vetran]

Honestly it's about time they started treating broadband as a utility much like gas or electricity. One of the most frustrating aspects of moving is the inevitable delay getting internet access activated in the new property - how is it acceptable that a perfectly working broadband service can get cancelled and someone else get charged to switch the (effectively) same service back on again 10 days later.

Most people these days need/expect broadband internet so they really should do better to handle this, even to the point where if the seller tries to have the service disconnected but the buyer places an order for the same service it should prevent it being terminated and simply migrate it to the new customer's account. Hardly rocket science.

changed over same day on my last move with plus.net including phone number. No problems.

[Willapp]

Honestly it's about time they started treating broadband as a utility much like gas or electricity. One of the most frustrating aspects of moving is the inevitable delay getting internet access activated in the new property - how is it acceptable that a perfectly working broadband service can get cancelled and someone else get charged to switch the (effectively) same service back on again 10 days later.

Most people these days need/expect broadband internet so they really should do better to handle this, even to the point where if the seller tries to have the service disconnected but the buyer places an order for the same service it should prevent it being terminated and simply migrate it to the new customer's account. Hardly rocket science.

[original PM]

WHS. Fortunately that sort of thing never happens in software development.

If only

[Halo Jones]

WHS. I too am with Virgin and glad I switched from BT.

+1

[stek]

I've had no bother at all with BT and yet the three places I've liked at with VM have been woeful!!

Down to 15mb/1mb ADSL at UK place, 1gb/1gb here in the EU.....

[MrMarkyMark]

They keep calling to offer you some deal or some such and to offer the deal you need to confirm that you are who you are despite it being them who called you. When I said, I wont give out my details, the chap told me I was losing out on an offer. BT need to sort this out.

Really cool story Bro

[fullyautomatix]

My home Infinity broad band is very slow, it's been in less than a month so I invoked the "take it away it isn't doing what you promised" clause.

Which resulted in me having a long conversation with someone yesterday asking me to give them "one more chance to fix it". Oh Ok.

So I've just had a phone call from someone with an accent shall I say. It came up with "BT Broadband" on my phone as I've saved the number.
He said:

"Am I speaking to Mr Gweev" or some such, close enough so I said yes.
Then he says "Can you answer a couple of security questions please? What is your address and post code please?"
Very polite these people...

My response, "Why? You have just called me and asked me to confirm my name".
"Yes but I need to be sure you are who you say you are."
"Oh that's ok then. You called my number, asked me to confirm my name but still need me to prove who I am? Who is this exactly?"
"It's BT Infinity".
"How do I know that you are who you say you are? How about I ask you a few questions to make sure that you are BT? What is the post code the account is attached to?"

Click....

They keep calling to offer you some deal or some such and to offer the deal you need to confirm that you are who you are despite it being them who called you. When I said, I wont give out my details, the chap told me I was losing out on an offer. BT need to sort this out.

[fullyautomatix]

I wish people would stop using Mahindra Telecom (or BT as they laughingly call themselves here). Giving them money only encourages them.

Thank god I've got a proper fibre broadband with Virgin, no phone line, no line rental and no doings with BT/OpenReach.

WHS. I too am with Virgin and glad I switched from BT.

[DimPrawn]

I wish people would stop using Mahindra Telecom (or BT as they laughingly call themselves here). Giving them money only encourages them.

Thank god I've got a proper fibre broadband with Virgin, no phone line, no line rental and no doings with BT/OpenReach.

[SueEllen]

I've just moved house.

I rang BT & told them and requested that they did whatever they needed to do to cut the service on the day I moved.

Oh no, they can't do that because the new owners have requested the line is transferred to another provider on November 30.

So in the meantime they're using the number registered to my account & I'm picking up the tab.

But not to worry because the cost of all calls made after the date I moved out will be refunded.

Sorry, that's just so wrong. I haven't moved house in over 15 years but last time I did it someone just flicked a switch and the line went dead.

Yep it is wrong but you need to stick up for yourself as BT won't refund you automatically.

I suggest you send a recorded delivery letter to their registered address or email to customer complaints stating everything said in the phone call asap.

Doesn't matter if BT lose it or can't find it as long as you can prove you sent it and there is enough detail e.g. account number, name to prove it is your account they are given to another non-related adult.

Then when they muck you around and try to charge you, you can immediately escalate with your proof.

Btw if you pay with direct debit you just tell the bank directly to refund you as the DD isn't authorised. Though you still have to pay the amount you think you owe them.

[chopper]

I've just moved house.

I rang BT & told them and requested that they did whatever they needed to do to cut the service on the day I moved.

Oh no, they can't do that because the new owners have requested the line is transferred to another provider on November 30.

So in the meantime they're using the number registered to my account & I'm picking up the tab.

But not to worry because the cost of all calls made after the date I moved out will be refunded.

Sorry, that's just so wrong. I haven't moved house in over 15 years but last time I did it someone just flicked a switch and the line went dead.

So instead of ordering broadband for themselves on their line, they have effectively asked a new provider to take over YOUR broadband service.

Because a broadband service is tied to your phone service, this means the 'migration' order for broadband is preventing you from ceasing the broadband service.

Here is the bit which will probably make you feel better.

On November 30th when the broadband migration is complete, it will still be tied to your phone service. So when you cancel the phone service on November 30th, this will then automatically place a cease order on the broadband. They'll have to wait for that cease to go through, which will ultimately leave them without broadband until they order a new broadband service on their own phone line.

[VectraMan]

It is probably the difference between technically being able to do it versus jumping through someones's pointless, long winded over thought out 'process' designed to increase customer satisfaction when in reality it just causes delays.

WHS. Fortunately that sort of thing never happens in software development.

[original PM]

I've just moved house.

I rang BT & told them and requested that they did whatever they needed to do to cut the service on the day I moved.

Oh no, they can't do that because the new owners have requested the line is transferred to another provider on November 30.

So in the meantime they're using the number registered to my account & I'm picking up the tab.

But not to worry because the cost of all calls made after the date I moved out will be refunded.

Sorry, that's just so wrong. I haven't moved house in over 15 years but last time I did it someone just flicked a switch and the line went dead.

It is probably the difference between technically being able to do it versus jumping through someones's pointless, long winded over thought out 'process' designed to increase customer satisfaction when in reality it just causes delays.