BT Saga

30 Dec  Placed an order for BT Broadband.

3 Jan   Phone BT to find out why I hadn’t heard anything, or been asked for my 
        MAC code!
        Spoke to nice friendly chap who said it was because I’d added BT Sport to
        my order, so my order wasn’t tracking online. Couldn’t help me though, and 
        couldn’t put me through to the right department and gave me another number 
        to call.

        Phoned other number, spoke to a lady. She seemed very unsure of 
        everything. Eventually came to the same conclusion as the previous chap and said 
        she would escalate, took my MAC code and phone me back the same 
        day.
        
4 Jan   No phone call was forthcoming. Also received an e-mail saying it was my 
        last chance to provide my MAC code before being charged for BT Sport. 
        Phoned again. After explaining everything (again) got through to someone who 
        was able to escalate and get the order going. Confirmed that 13 Jan 
        activation date was still on. Hooray!
        
        Got a slightly strange e-mail shortly after saying that “Your BT Broadband 
        is now active”. My current broadband still worked, so I ignored it.

13 Jan  BT Hub arrived in post. Connected up. Previous broadband all still 
        working, was told I would be e-mailed/txted when migration took place.

        11:59pm, old broadband still working fine…

14 Jan  Phoned BT. Explained what the problem was (migration hadn’t happened)
        forced through script of diagnosis etc. after 25 minutes, the very nice lady 
        decided that the migration hadn’t happened. She would escalate my call to 
        Wholesale, and it would start working in 12-24 hours. I would also be notified 
        of status updates.

15 Jan  No service, no status updates. Phoned BT. Went through whole process 
        again. Spent 35 minutes on hold while very nice lady tried to contact wholesale 
        and some other department. Eventually she said I would receive a call back 
        within 2 hours to let me know when my service would be active, but they 
        would have to force migration through again.
        
        As I hung up, received an e-mail saying “sorry to see you go” from BT, that my 
        broadband had been stopped and I’d have to pay a £30 cancellation fee.
        
        3 hours later… just as i was calling them, they called back. Now 
        apparently its my fault that i didn’t provide the mac code. (I’ve given my MAC code to
        at least 3 different people) And apparently now its going to be the 22nd of 
        Jan before it’s activated. But the (very friendly) chap I spoke to is going to send 
        them an email to see if they can speed it up. And he’ll get a response to his 
        e-mail in 24 hours. And then he’ll call me back and tell me whether they said 
        yes or no.
        
        I contacted BT's twitter support thing to express my unhappiness. They were very understanding, 
        wanted the details etc. and promised to look into the whole thing and contact me back.
        
16 Jan  Shockingly, 27 hours later and __no one__ from BT has contacted me. Imagine my **utter** shock!

17 Jan  Still no-one from BT has contacted me. (That's 0/2 people who promised 2 days ago to contact me
        who haven't done so!) My order status is still showing completion for the 22. 
        So guess I'm stuck with that now. Assuming that anything actually happens on that day of course!! 
        Who knows... My MAC thingy expires in 2 weeks so hoping that it might be possible to get something 
        to happen before then, but not holding out a huge amount of hope!

18 Jan  A very nice chap phoned me from BT. I'm assuming in response to my tweet. Never heard from the first
        guy who was supposed to phone me back. While very nice and friendly, the guy who did phone me's
        response boiled down to "sorry mate, nothing I can do." So 22nd it is... maybe.
        
22 Jan  Woke up to no internet. (Actually a good sign as it would indicate something has happened.) Plugged
        in BT hub thing and it worked, it actually worked! It takes you through a setup process when you connect
        to the hub one stage of which is logging in. So I filled in the login details I was given. "Username
        or password is incorrect". Oh dear. Tried again. Nope. Tried the reset password option. Can't find my 
        e-mail address. Tried the can't find my username option. (You enter your phone number, which is recognises)
        and apparently I don't exist. I'm guessing based on previous experience that the only way to resolve this
        will probably be to nuke the whole of Tetbury and start again.
        Once more into the breach...