After my wonderful experience with the Telecommunications 'expert' yesterday, I thought I'd bring you up to speed on the latest.
The last word yesterday was that they were working on the problem and the landline would be running by 6pm.
No, it wasn't.
Oh... 8pm then...
No, it still wasn't.
They were told that if the broadband wasn't installed by lunchtime today it would be cancelled and all monies would be refunded.
Right! Definitely 12 midnight!
No... definitely wasn't.
3:30am Hubby gets up for work, checked phoneline, nope.
6:45am I get up, checked phoneline - nuh-uh.
9am ring BT
As you can probably imagine, I'm rather annoyed by this time...
During the conversation I complained that I have to use my mobile phone (cellphone) to ring BT. The advice I was given on that one:
"Go to a neighbour and use their phone,"
Then, when I was becoming more frustrated, I was informed that if I continued to be irate with him (Sam) it would upset him.
What? I mean... WHAT? The fact that the company he works for receives complaints upsets him? Seriously dude, get a different job, the one you're 'working' at doesn't suit you if you're going to get upset when people get angry because you're not helping!
The information I got from Sam was that the issue was going into review tomorrow - on the 10th.
Seriously? It's not gone into review yet? Don't they think they have a problem yet?
Well, Sam does, but he's on the receiving end of my sharp tongue and scathing sarcasm.
"I do beg your pardon Sam, I really must apologise if the fact that I'm angry at your company's ineptitude is upsetting to you."
I asked to speak to a manager because I don't think I would have coped well with someone crying on the phone at me...
"The manager will only tell you what I've told you."
Well, the manager didn't tell me what he'd told me, he told me it would be the 12th!
Are you freaking kidding me?
I told the manager BT is incompetent, inept but at least they were consistent.
Transferred to yet another person - Marie - who was going to help me to cancel the contract with BT. The fact that BT have made the contract null and void because they couldn't complete on the day specified is beside the point I thought, but oh well.
"You need to speak to the orders department." Marie told me.
"That was who transferred me to you..."
"Why would I want to speak to them again?"
"Well, I can speak to them for you," she said.
"Yeah, go on then, do that."
"I'll just put you on hold."
Cue REALLY bad and crackly line with classical music...
Then the fun started... the crackly line was replaced by a ringing tone. "I wonder who I'm ringing?" I thought. I never did find that out because after 15 minutes of waiting for Marie to speak to the orders department, I decided life is too short and gave it up as a bad job and looked up how to connect to Sky.
Now, that's a tale in itself. Sky can't get my number transferred over because BT haven't released it. If I wanted to start a new contract with Sky, I'd need a new number. I'm not prepared to change my number, we've had the same one since we moved in, 28 years ago.
I'd need to contact BT to see if they'll relinquish the number - they'd better!
Again, I phoned BT (how many times and how many minutes wasted?).
Apparently, I can't keep 'my' number because BT owns it.
"No they bloody well don't! I've had that number for almost 30 years, I can assure you BT doesn't own it."
I'm assured that BT have regulations on how they provide service to customers.
"Do you really? Well, you're not very good at it."
I hang up after being assured that the engineers had escalated the issue and were working on it as we spoke. Colour me skeptical.
Survey call back from BT ended with the question:
"Would you recommend BT to friends and family? Press 1 for yes, 2 for no and 3 for not sure."
I waited but there was no option for 'FUCK NO!'
I'm now waiting for a call back... Wish me luck...
I may as well end this blog by mentioning the instigator of the tragi-comedy I'm embroiled in: Virgin Media. I wouldn't be in this position now if they had any idea how to keep the customers they have by offering a similar deal as the deals they offer their new customers.
Come on Virgin, my contract is coming to an end, you want to keep me as a customer or not? Apparently not.
The deals are only available to new customers.
OK then, I'll cancel and come back in 6 months, just in time for the Christmas Mega-deals. I'll get a cracking deal on the TV package and you'll have missed out on 6 months payment.
What genius thought that one up?
My day started at stupid o'clock because I wanted to get everything done before the disruption of the installation of a new broadband service.
That didn't go to plan for a start.
Shut down with a massive headache, I managed to wade through certain projects with difficulty but was finally laid low and tried to sleep it off.
Eventually the headache went - well, should I say that headache went - only to be replaced by another, bigger headache. A headache by the name of BT.
The installation guy was booked three weeks ago (yes, that's how long it takes to get a date for your calendar). Multiple messages from BT to hubby to tell him to make sure he was going to be available - to make sure HIS end of the contract was held up. Reminder after reminder... just how incompetent do they think we are? Well, in answer to that question, apparently they think we're as incompetent as they are - how insulting!
The installation guy arrived on time! Hallelujah! and found no phone line connected. Now, for those of you who don't know, BT - British Telecom were in sole charge of this country's phone lines - I wonder why that status changed?
Now they have competition and what do they do? That's right, they DON'T step up their game, they DON'T make certain that EVERYTHING that can go wrong doesn't go wrong. No, what they do is sit on their thumbs for three weeks and wait until the day of installation to find out that they don't have a phone line to the house.
Now, we wouldn't have considered leaving Virgin if anyone at that corporation could conceive of the notion that keeping established, continuous paying customers was as good business sense (if not more so) as attracting new customers with their shiny, spangly fantabulous offers.
Still, back to the almighty FUBAR at hand...
We have NO landline. That was efficiently cut off at the moment Virgin said it would be. The switch over, not so much efficient as effluent.
We are assured by numerous people that the landline will be switched over any time up to 8pm. What a great help that is.
Given that the engineer CANNOT perform his job of installing the broadband without the phoneline do you think it would have made sense to switch it over BEFORE the date it was needed? To you and I perhaps but to a massive corporation like BT? No, not really... in fact, not at all.
So, contact BT to get it sorted... no landline, oh good, more than 2 hours (mainly on hold) phoning from a mobile (cellphone) being charged like a Kardashian on a spree and we get: "It's not our fault..."
No, of course it's not your fault. Virgin managed to cut us off in the morning but not switch us over. 'Not our fault' the cry of buck-passers the world over.
Internet service will be cut off on Saturday... A new appointment will take who knows how long, given the previous efficiency of BT and so, my frustrating day will probably turn into a very frustrating week - or more.
Still, the day is not yet over, I wonder what fresh hell BT can inflict upon us...
Wait! As I type, a text has arrived from BT...
Oh good... the BT Openreach (broadband) password. I wonder if the password is 'Irony'