Today we travelled to Llandrindod to drop my nephew's keys off to his flat. He was awaiting sky engineers to come and fix up SkyPlus. He hadn't read the small print he had seen the advert stating Free SkyPlus Box (SMALL PRINT £30 SET UP FEE) together with free internet for six months.
He hasn't been in his flat long. When choosing Sky and discussing what was needed they asked if he had a BT phoneline in his flat. The answer to this is not one connected. He has the connection boxes etc but no active landline.
The engineers connected his sky box up and then realisation dawned no live BT landline. On the condition he gets a landline within the next six weeks the skyplus was installed.
Next job to telephone BT. Using a friend's landline to phone the Sales team at BT this was a very interesting experience and will no doubt make people smile.
You dial 100 and explain to the operator what you require as you do not have a current telephone number in your own name to contact them from. They transfer you to the Sales Team. This is an automated system to start with. Option 1 PLEASE ENTER THE TELEPHONE NUMBER YOU ARE CALLING FROM IF YOU WISH TO DISCUSS YOUR ACCOUNT WITH US or words to that effect.
2. PLEASE ENTER THE TELEPHONE NUMBER YOU WISH TO CONTACT US ABOUT.
There is no option 3 but I think it should say IF YOU DO NOT CURRENTLY HAVE AN ACCOUNT WITH US PLEASE STAY ON THE LINE AND WE WILL BE HAPPY TO ASSIST YOU.
When he got the stage above twice my nephew hung on and nothing happened. He gave up. I then took over the phone call and dialled the operator explaining what their automated system said and the operator then realised the confusion we were having. The operator informed us to hold until a sales member answered after a long while having listened to OPTION 1 and 2 above.
Eventually my nephew gave them his address (they asked for his home telephone number LOL) to which he replied I don't have one that is why I am contacting you. They asked his previous address history and then calmly informed he had to pay £50 for installation of the landline as a deposit.
The engineers had informed us that as the box was already installed at the property it should only cost about £5. Needless to say my nephew said I will try and go with someone else. We then had to explain that in order to go with anyone else he had to have a BT line in the first place.
So we had to leave him to decide what he is going to do.
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I wish your nephew all the luck. I've had a year of hell with BT! For a communications company, they're absolutely useless at talking to their customers!
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