BT Order (Not placed by me)

[kev2021]

Hi,

So this one is rather interesting

2 days ago i got a email in the evening saying my order was in progress and when i look at my account to check it, it seems they are sending me a new Smart Hub 2 and are also sending me a bag to send back my existing Smart Hub 2 and if i don’t return it, they will charge me £50…

So straight on the BT Chat, 55min wait…. tried phoning waiting best part 20mins on phone and gave up, stayed on chat.. eventually someone came back to me, told them i never placed this order and seems daft as I already have a smart hub 2 so why send another one when I have it, can they cancel it and I keep existing one and not be charged the £50 they said ok, they have cancelled it and I wont need to pay the £50 and can keep existing Smart Hub 2.  Great.

Next day, check my email, no email to confirm its cancelled, check my orders and its still there as open order, no notes etc… so this was prob lunch time next day, get on the chat again, go through it all again, they apologies, say they will cancel it.  great, check later that evening it shows “partial cancellation” next to the delivery section of the new hub but nothing against the return of existing one.

So bacon the chat – now rather fed up with it now, seems a stupid system.  Went through again, they then said device been sent due tomorrow (today) and they can’t cancel it.  I advised them I’ll be at work and n one can take delivery, so what will happen? They said if no one in they will return it to them and then that’s fine I can keep existing and I wont be charged the £50 but they can’t cancel the order as device has been sent.

Post guy has instead left it at my door….. good job no one has taken it as I’d then be on the hook for another £50…. not impressed at all.

So now waiting back to send one one back – what a fiasco when I literally don’t need another one, already have it..

Seems daft they arrange it late in the evening and then it arrives 2 days later and you can’t cancel it etc as the process is under way.  Imagine if I had been on holiday for example, it would be sat at my door for a week or 2…..

Kev

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[kev2021]

I got 12 months left with BT, then I’ll be looking for a new ISP, as motioned before with BT s*still* charging line rental for FTTP, there prices are way more than I can get elsewhere.  Same for my parents so were both switching away from BT as were effectively paying for something we don’t use as both now have VOIP but if you drop the land line, they price is the same with BT so makes no sense to drop it.

Fingers crossed some good ISPs in my area in 12 months, I found 2 but 1 requires you to use there router and if you don’t the service doesn’t work and the other one has some other so will wait and see how that plays out.

There is one other provider that says they cover my area but when i put my info in it says not available so I’m hoping the will cover in the future just to give some more options.

Kev

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[UK Sentinel]

kev2021 wrote:

2 days ago i got a email in the evening saying my order was in progress and when i look at my account to check it, it seems they are sending me a new Smart Hub 2 and are also sending me a bag to send back my existing Smart Hub 2 and if i don’t return it, they will charge me £50…

That has changed, used to be (If I remember correctly) please return old Hub in pre-paid envelope etc. for recycle, refurbish etc.

Alas, seems like you are being unlucky and part of the fun being with a large organisation which has little flexibility.

Defo need to find a new ISP, especially when they accidentally assume you have re -ordered a new service

Virgin have just put new street cabs and in our area and I am so tempted to switch to them at the end of this year

https://www.bt.com/help/tv/how-to-return-and-recycle-your-bt-broadband-hub-and-bt-tv-box-fo

 

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[kev2021]

Yes basically I have a smart hub 2 already and now they sent me antoehr smart hub 2 and requesting I send original back… makes no sense as its the same device… its not like the new one is a smart hub 3 or something – its identical… bonkers, such a waste of postage and everybody involved bringing it to me when i dont even want it.

Yes, BT has been good in terms or stability & reliability, connection has been fine, no outages due to BT or loss of connection etc so from that stand point I cannot complain at all, only issue is the way they tend to do things out of the blue not to mention there prices are going the wrong way.  By switching I will save £10 a month and no line rental whereas atm I pay line rental up front which reduces my monthly payments but overall I’ll save prob £10 or probably more by next year as will be yet another price rise and if inflation stays the same, that will be a costly rise.  Competitors do not increase price during contract so that’s another bonus.  The catch is do i sign up for 24 and hope connection is stable etc or do i go for 12 months and see how it goes then potentially re-new for 24 after… alternative ISPs are new, only been going couple of years so not too sure about there stability – in one way – prob no where near as many customers as BT BUT due to price, could more quiet a few customers but surely the connection is basically the same regardless of supplier? I mean it all got to go back to exchange to be connected to service right? I know these 2 companies I believe setup there own fibre network so presume they run there own fibre cable (unsure why they don’t use the one that’s there but i guess that is open reach’s cable but surely that is just effectively disconnected and new suppliers cable connected? seems daft, 1 cable redundant just laying there.

I’m thinking surely its a bit like Elec/Gas – you pay whoever your provider is but essentially its all the same on the back end?

Kev

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[kev2021]

never been with virgin, i think speed is o but not sure if you tied to there router or not?

Kev

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[UK Sentinel]

kev2021 wrote:

never been with virgin, i think speed is o but not sure if you tied to there router or not?

You are tied in to the Virgin media hub I believe you are tied to, but the router does allow  ‘Modem Mode’ . so could be interesting if i decide to switch

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[kev2021]

Yes, I messaged one of my potential ISPs on twitter with some questions in advanced, just got give the phone number to call, which is a bit pointless as i wont be in a position to switch until next year….

Kev

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[UK Sentinel]

kev2021 wrote:

Yes, I messaged one of my potential ISPs on twitter with some questions in advanced, just got give the phone number to call, which is a bit pointless as i wont be in a position to switch until next year….

More time as always, it is strange that we cannot plan to far ahead with ISP deals etc.

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[kev2021]

yeah, I know my parents are looking at a newish provider for there FTTP later this year as it will be less than 1/2 the price for exactly the same speed, just no phone line, which isn’t a problem as they moved to VOIP now anyway so literally phone is not used at all.

Kev

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[kev2021]

So just to update…..

BT sent me a text message yesterday with tracking info advising order been dispatched….

I thought no surely not, they can’t be sending another one…. click the link and it says delivered the day before……

Today i get another text from BT saying order should be with you soon and same tracking link as yesterday… clicking it shows delivered the other day….

No idea what BT is up to – sending tracking info after it been delivered and still further messages…

Kev

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[UK Sentinel]

Crazy – If they do not ask for the HH / SH to be returned, you could donate them to a worthy cause or keep one or two as backups

Just keep an careful watch on you bank account incase BT start taking payments etc.

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[kev2021]

Yes, I plan to return the one they have asked for, when i can get some time to locate it.  I have until July so plenty of time.  I’ve not got the return bag yet they said they were sending.

Kev

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[kev2021]

Just sent the smarthub 2 back, fingers crossed they get it and don’t try to charge me the £50…..

Kev

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[UK Sentinel]

kev2021 wrote:

Just sent the smarthub 2 back, fingers crossed they get it and don’t try to charge me the £50…..

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