I blogged yesterday about my problem getting my BT broadband sorted out. How hard can it be to switch the account holder of an otherwise unchanged broadband service on the same line? My former employer is, understandably, keen that they should no longer pay for my home broadband, and I’m equally keen to get this sorted out.
Yesterday I got a call from BT customer services offering to upgrade me to BT Infinity. I was assured that my broadband was in my name, that the upgrade could go ahead and we even booked an appointment for an engineer visit (apparently a new socket plate is needed) next week. My fear that the account had not yet been sorted (because I’d not been told so before) was laughed off.
Today I got another call from BT apologising that they would be unable to fulfil the order since, surprise surprise, my broadband is not a residential account but still in the name of my old firm. Which is what that firm and I have been trying to tell BT, and get changed, for weeks now.
I was given another number to call to sort this out, retold the tale to a series of trying-to-be helpful people (in between tranches of holding music), none of whom, it turned out, were in the right team to deal with my issue. Finally Roger Howard in Customer Options advised me a) that the best thing was simply to switch the existing account from my firm to me and b) that he was enacting this now.
Hallelujah! Let’s see if it now happens. Could be the first time we’re glad to get the phone bill.
PS to those advising me to switch to another provider… I have had tales of dreadful customer service and/or poor connection speeds from other providers. I don’t want to give any more money to Mr Murdoch. The BT broadband itself is good. It’s just the handling that’s a nightmare. Although BT please note: if there is this much hassle involved in staying with you, don’t be surprised if people switch.