BT Openworld......Watchdog here we come...if u want to complain join us..........

[len]

Aaaaarrrrrggghhhh....here's acopy of my latest mail of complaint to OFTEL about Openworld:

'After applying for and recieving an installation date for rthe home user usb adsl service of 25th Oct I spoke to a representative (Phillip Hornsby -0800-169-8639) on Tues 17thOct. I enquired as to the results of my linetest and was informed that there was no order for a linetest (even though I first registered my interest in April of this yr and was given the install date 3weeks ago and assurred a linetest would be carried out ). I was the guaranteed that I would recieve a call back on Thurs morning (19th Oct) to tell me the result of my linetest.
After recieving no call I rang the above number back and was informed that due to my phoneline only being switched on last Fri that the earliest they could perform a linetest would be the middle of next week (25thOct - the date I had been given for installation).
I'am absolutely disgusted that I was totally lied to in regards to my linetest, if the line is 'on' then surely the test can be performed. I was guaranteed the test in 48hrs and have now been told that this is not possible. Also I'm appalled by the way that Openworld seem to just lose your order details/requests etc etc.....
Also I wonder whether BT will be happy to reimburse me for the time I have booked off work for this installation date?
I would very much appreciate your views/help/response to this truly appalling situation,
Yours sincerely,
J. Hughes.'


Right I reckon we should flood Watchdog with complaints...aftere all there's enough of us p1ssed of with BT and they're so called service sooo:


http://www.bbc.co.uk/watchdog/email_us/index.shtml


Lets get it on........

Len.

[-shiva-]

Not only Watchdog, but The Register, Value For Money Show and the Which magazine.

Lets band together guys. Only as a coherent front can our David beat Goliath.

[len]

ABSO-BLOODY-LUTELY............

[serpico]

leave us alone...........erm.......err....DOH!:homer:
ok my secrets out, I work for the Big Thief in customer support..............but before ya all slate me I have nothing to do with openworld or adsl, I'm in business finance.......nuff said
I wubs my employer and would sacrifice my home and all its possessions to help them out..................
then change me mind 3 days before they get it :P

[-shiva-]

LOL!!! :laugh:

[len]

LOL indeed...fair play.....

[[.AbbbOt.][-G-]]

Leave BT alone, I'm sure they are trying as hard as they can too get the service too everyone they can asap, why wouldnt they ffs? They want too make money...
Neway got my welcome pack today :E, getting it installed on Monday!!
:E

[Choddo]

LOL! (again)

We don't think that they don't want to supply us with it mate. We are complaining because;

a. They know that noone else can, so they are not working in a competitive environment, hence all the delays and lack of decent, proactive customer service.

b. Germany can have ISDN & ADSL on the same line. Why can't we?

c. The apparent utter lack of synergy between BTinternet, BTOpenworld, Hone Highway, and anyone else involved means that WE have to phone round wasting our time, and they really don't care, and NEVER phone back or do anything proactively. I'm not saying all of BT are as bad - it's a very large company, and the 150 customer service people have always been very good in my experience. But a very large company needs cohesive systems to link these people together. BT haven't invested in them and we have to pay the price.

d. I've booked half a day off work to have it installed, because they told me on the phone, and in writing, that it would be installed on Friday. I only found out it wouldn't by accident.

e. A friend of mine at work didn't have the serendpity to make that discovery and sat at home all morning to see no engineer turn up, in spite of the fact that he was told on Monday that today was the day.

f. Wario has had to call them about 6 times to get them to change their ISDN service to an ADSL service. He was told countless times that they would call him back. They didn't.

I could go on? Let us know if you get it on Monday. If you do, I'll be impressed.

[Edited by Choddo on 19-10-2000 at 03:54 PM]

[Slime]

Guys,

I'm a bit bemused why so many people have ordered ADSL from BT when they obviously hate them so much ???

There are other suppliers (http://www.adsluk.org.uk/providers/) of ADSL out there

I realise that it will still be a BT engineer who comes and does the installation but you can go elsewhere (Demon, Claranet, Easynet etc etc etc) for the rest of the service and will probably find much better customer services who will keep you informed and might even know what ADSL stands for.

Slime

[Edited by Slime on 19-10-2000 at 03:50 PM]

[len]

Because we dont have to pay the £150 installation charge...other than that I'd have been with another provider long ago........as I suspect would most other ppl......

[Choddo]

Know what you mean Slime, and I agree with len - the install is prohibitively expensive, and it's also more expensive per month or I would jump at the chance. £40 a month is not insignificant, so I don't see why we should get second class service.

And I don't hate anyone, I just get very frustrated with continually bad service.

Chods

[Edited by Choddo on 19-10-2000 at 04:01 PM]

[Slime]

Fair points guys.

Is BT Openworld still a free install then ? Or are you still getting it free cos they're still trawling through the original orders from Mar/April ??

If so, i find that competitevly unfair. I've just signed up with Claranet for ADSL (ordered it Monday, installation date and line test all agreed already :) ).

I'll be paying £50 a month, although i've got no port restrictions and a fixed IP. I'll also have to pay the £150 installation - almost certainly because BT are going to charge Claranet. However, isn't it strange that BT manage not to charge themselves ;)

This local loop unbundling can't come quick enough.....

Cheers
Slime

[len]

I did sign up for the free install BUT they managed to lose my order(no surprise there then)....so all you need to do to get it is complain loudly and they'll just give you it anyway 'cos they seem to have lost most of the original sign-ups and orders etc......

[[.AbbbOt.][-G-]]

Bah Choddo ;(

Me is scared me not get it on Monday now ;(

Why you have too go talking like that ;(

Ah well, if I get it I'll be VERY pleased, got welcome pack today, so that must be a good sign. (Please say yes even if it isn't too make me feel better :E)

[Kali]

ok my secrets out, I work for the Big Thief in customer support

BURN HIM!! BURN THE TRAITOR!

S'alright really....I used to work for them....in a way that was a good thing b/c it helps me understand why they are so fooked up (eg: lack of communication between depts, all customer service peeps being temps and knowing jacksh1t about anything, etc etc). Still, doesn't stop me being pi$$ed off with 'em!

Kali :smokin:

[Choddo]

Abbbot - I got my welcome pack 2 weeks ago with the date printed on it :-(

A friend who was just talking to BT (after being on hold for 25 minutes) was told that BT OW are getting "thousands" of complaints about the service.

Good luck Monday - I'd call them to make sure if I were you. Probably depends when you booked it, but dont' sit at home expecting them to turn up until you've spoken to them.

Cheers
Chods

[feral]

BTOpenworld is supposed to be offering a service. I've found it a nightmare to get any real info out of them with different support people giving wildly different answers. Took 30 plus phonecalls between myself and my brother to even manage to order it even then we had hassles with credit card problems from them. As things stand I have an install date for the 31st October so we shall see what happens then.

[[.AbbbOt.][-G-]]

Thanks Choddo m8, I'll do that, thanks for the advice, I only hope it works. :E

[len]

After going via the Chairman's office I got my linetest done in less than 24hrs...now I'm waiting on the install date...they gave me a provisional date of 25th (but of course never told me it was prov....grrr) so now I'm waiting on a callback from the Ch Off and Openworld manager to see what he score is........fingers crossed.......