I reported to bt that my friends line had gone down I dialed in the number I wanted checked then nothing ,its called bt help but they don't appear to be interested. You might say that they are not interested

Martin Wild, Lymington Hampshire, United Kingdom

I have had exactly the same problem after ordering a new line from BT in June. I am still without a land line 6 months later. The company has also ignored dozens of phone calls, emails, and a letter, before finally taking some action. That action was to disconnect me (an interesting feat given that I had never had any connection) and charge me £70 to do so. They also had the nerve to bill me for someone else's calls.

Tim, London, UK

My sister applied for a BT line since May 07, was asked for a deposit, and today is now November 7th and she does not have a phone, and BT has still got her £50.00. The times we have called, waited over 100 hrs now or more and they still have not acknowledged her request, let alone give her a line. I have rang numerous times to be told 'Oh you're on the new system, I cannot deal with it, I need to put you through to the correct department' only to be left waiting another 57 mins before yu get an answer to be told that you have an active line. Well BT were is it active????? I could say something rude due to frustration, but what the hell, BT you are digusting, such a big organisation, and you cannot get it right, you need more competition with the monopoly you have. We are your business and you treat us like ***** COME ON GET IT SORTED!!!!!!! We need our line on or out money back with INTEREST.

vivienne bromfield, West Drayton, England

I thought I was the only one having a hard time with BT. I have been so angry, because I missed work when they said an engineer was comming and no one came on the 8th of October and have made severeal complaints via e-mail and no one has bothered to respond. I have wasted hours trying to get to them, but no one seems to care. What pains me is that they have taken our money and no one answers the phone. i am really disappointed. I think I will try e-mailing the CEO too, perhaps I may get a line?

Kudzi, Ilford, Essex

Kudzi, ilford, Essex

"Thank you for holding, we ARE very busy at the moment and apologise for the delay. Your call will be answered as soon as possible..." . This is ingrained in my brain possibly for... well at least until I have to ring 0800 150 800 again. Please make it stop. Been with BT a month since moving, no cable in the area sadly. Took 75 mins to get through to a human, now I'm on hold again as it wasn't quite the right broadband department. How much sectioning do they need? It seems I receive post (mostly a bill) from this lot far quicker than an answered and accomplished telephone call. I thought this company were supposed to be good with phones.

Martin J. Brown, Lincoln, UK

I am writing this currently on the call with BT - and guess what i have been on hold for 2 hours trying to get a phone line installed that should have been installed over 2 months ago!!! My problem is that i have no other option as apparently BT has to activtate all new lines. This is my 5th hour trying to get through - - oh hang on.... there may be light at the end of the tunnel... wishful thinking i think!

Lucy Bradley, Colchester, Essex

I waited for 8 weeks and spent 30 hours on the phone (on hold mostly) to BT. I had at least 10 promises (I made them promise!) that someone would call me back and it has not happened once. However (a bit of advice) - last Sunday afternoon I emailed the manager who was meant to be calling me (I had asked for his name and guessed the e mail address). I copied in Ben Verhaayen, the CEO of BT. He replied within 5 minutes, called an engineer and it was connected within 5 hours. On a Sunday. Just goes to show it's not the system that's at fault but the people using it! I'd advise anyone having problems to do the same thing. THe CEO will soon get sick of customers e mailing him and MIGHT do something about this mess.

Susie, Epsom, Surrey

M sorry To say BT is a nice company however due to some problems they are not able to answer

definetly this will
end

keep up the hope People

ROBERT CRAINS, edinburh, UK

I have moved home as an existing customer, I have a disabled child and have currently been waiting 14 days for BT to contact me regarding switching the line on to my new address. No one ever returns my calls, the help-lines and contact numbers ring out for hours on-end, the few times I have spoken to BT staff they have been rude and eager to pass the buck.

I have complained to BT via my work e-mail, but have had no response or answer, the complaints line is never answered either.

I live out in the Essex countryside now, with little mobile signal, a disabled child and no phone line. My partner whom is at home with our little boy is pratically in tears as she can not contact anyone if there is a problem. Totally disgraceful.

Esse Farnsworth, Gosfield, Essex, England

Can’t they even get the cleaner to answer? Every time I have rang BT I have been left on hold for a disgusting amount of time. Just because many phone customers are forced to use BT does not give them an excuse to provide an almost none existing service. Finally answered and now they want £119 to move the line to my new house. Thank god it’s in a cable area. bye bye BT

Gregg Wallace, bridgnorth, uk

Im on the phone waiting for BT again.. this is a joke! Is there somewhere I can send a formal complaint?

This just isnt right.. and surely cannot be legal?

Scott Higgins, Hampshire, England

If anyone has been waiting for service for more than 30days, speak to Trading Standards and insist the matter be passed to the Competition Commision, as whilst an order is pending with Wholesale Or Openreach then no-other company can apply for service (unless its cable), this would be deemed as anti competitive, and also against Equivelnce Of Input regulations, recently imposed on BT by OFCOM.

Felix, Warrington,

i have been on hold today, the first time was one hour and ten minutes. But the call had been answered by a woman who asked if i was placing an order, i said i had a few problems that needed sorting, and without explanation, she put me on hold again, total time, before i was cut off; 70 mins. I redialled, and have now been hanging on for 52 minutes, even the recorded voice has given up apologising for the delay! Have no idea where to go from here. As for the hub, waste of time, id not have had it if it was explained properly in the first place. All i want is a phone that plugs into the wall, and works, and wireless broadband. I now have two phone numbers, one of which is constantly crackling. The other number works over the internet. Cant wait for the bill, which incidentally i have already received within 5 days of being at my new address. If only BT had such an efficient Customer Services helpine. They are quick to demand payment, ive never had such bad service from them.

kirsty may, sandwich,

This is nothing to do with a "phone system". As I am writiing this i have been on hold for an hour, and that's the 10th time in the last 10 days!!

Shaun Buchan, Kelty, Fife

I myself encountered similar frustrations in March of 2007 and also in December of 2000 when I first moved to Abingdon, which goes to show that this is not just a rescent problem. Now my sister is trying to get a BT landline and broadband connection and has tried for several days, including during working hours, (to the frustration of her boss) and has still had no success. She has now asked if I could use my internet service to check if there are any alternative ways of getting a land line connection switched on.
How on earth can bt expect there customers to remain loyal to them when they treat them in this appauling way. It is an utter disgrace.
Surely there is no need to keep people waiting so long, and I am confident that a company such as BT can not use the excuse that they do not have enough phone lines available to meet the demand.

Angela, Abingdon,

I'm writing this while in a queue to get through to BT customer services (41 mins and counting). Since moving in to my new flat, I've spent almost 30 hours on the phone to BT. The quickest we got through was 22 mins, the longest was 1hr 15mins. I'm not trying to do anything complex, just getting a line installed and payment details arranged. This is systematic incompetence. If you type in 'bt customer service on hold' into google, you see how many people have had similar experiences. During my time on hold, I have managed to submit a complaint to BT, Ofcom and written this note here. I'll keep this window open and will be writing comments elsewhere till they pick up. (call was picked up after 1hr 11 mins). Buck your ideas up BT. You're a service

John-Paul Danon, London, UK

Adding my name to this long list of pain...!

Today I have spent 5 hours on the phone waiting for muy call to be picked up, as BT was "...very busy at the moment and apologized for the deal, my call would be answered as soon as possible"(!) Seems that this 'moment' last for 24 hours a day there... I think they should change the message to something more appropriate like "...if you are desperate enough and don't have a life please wait for your call to be answered, otherwise we suggest you try our competition!"

On a more serious note, situation is clearly beyond unacceptable and Ofcom should do something about this very soon!

Joseph, London,

Words really should fail me as to the criminally appauling treatment I received from BT the past few months. I use treatment as opposed to "service" as 'service' is something I have not received. New phone line sales was a breeze, but the engineer, due two weeks later, did not turn up (of course I had taken the day off work to wait in). Any information/apology since this time has been a pipe dream. Probably a total of 30 hours on hold with no response, interspersed with a smattering of unhelpful, and rude, call centre staff. Dozens of e-mails have been ignored, as have letters to mangement.
I believe BT makes around £140 a second in profits - would it be reckless to suggest they reduce this figure slightly to provide customers in their monopoly something as extravagent as a phone line?
Ofcom appear to be able to do nothing as BT are under "no obligation to provide a phone line within a set timeframe". Perhaps Ofcom should change this?? BT are a joke.

Heather, Newbury, UK

I'm in the same position. Lost orders, hours on hold, people making false promises. Letters sent to Jillian (Who possibly must be the worse employee in the world of any corp, as her staff are appalling!).

It's been 4 weeks, 10 promises, etc. etc.

I suggest people phone : WLR3 – 0800 022 3089 as this seems to be where the engineers are located, but the receptionist "Shannon" will pretend to take down your details and fob you off.

I think what we need is to get some "real" numbers and addresses of some high up BT management. Maybe if we impacted on their lives (and sleep patterns) they would listen.

Angry Daz, Taunton, Somerset

Sky are just as guilty at this. I signed up for Sky broadband, provided on a BT line (so I had double the fun). I spent some 20 hours over a few weeks waiting and then being cut off or misinformed.

This kind of thing leaves you feeling totally helpless, and stronger regulations need ot be put in place to ensure these massive faceless corporations can't mess people around to this extent.

Gordon Doherty, Consett, England

I have had exactly the same problem. I am currently moving from Talk Talk to have my line given back to BT who then have to pass it on to Sky. I have had to ring from my mobile, been on hold for hours on end, once I get through I get put through to another department to then be told they cant help me. I am still no further forward although apparently my line problem has been passed on to Outreach but again I have no point of contact for them either!! Absolutley appalling service from BT. Will I get reimbursed for my mobile phone calls to BT and the amount of time that I have been put on hold. Sometimes I have even been cut off . This problem resulted me to tears through frustration!! Does anybody have any tips or advice for me. Help! I need my landline for work!

Karina Cox, Bicester, United Kingdom

I'm beginning to wonder if I'll ever get a phone line. 4 weeks, 2 applications, numerous phone calls, over 5 hours on hold. This is crazy! 50 minutes to speak to someone on the infamous 0800 022 3089 who couldn't find me cause I ordered via the internet - transfered to the sales department, transfered again, then automatically cut off. What is going on with BT? Such a disgracful service!

Douglas Denton, Reading, Berkshire

I have experienced exactly the same problems as others, I've spent hours upon hours on the phone and still there's no one there to speak to help reconnect my line which was cut off by mistake. Heaven knows how much my mobile bill is going to cost. How can a business such as BT work like this? It's unacceptable.

The quote from the BT spokeswoman was unbelievably vague. Any chance The Times could help us fight the cause and try again for some more feedback as things are still the same a month on from the last quote?

Holly, Oxfrodshire,

10 hours on hold, 3 complaints and 2 months later and I'm still no closer to having my landline activated.
Definately the worst customer service I've ever encountered. What makes it worse is that it seems impossible to switch to any other company who actually manage to answer their phones. According to them I need an active BT account first. Utterly infuriating.

Liz Tweedie, Hampstead,

7 Phone Calls later, 4.5 hours listening to rings, options and silence when they cut you off.

No response from BT about a line ordered and paid for to be installed for a 71 year lady on her own with cancer. They are very quick to answer the sales line, but simply are not contactable to get any help if they do not install the line on the agreed date or time.

I have no other options to go to another company to install a line as they have a monopoly on ground line installation. This is not something you expect from a first world country that has laws against the formation of monopolies, I am at a total loss as what to do.

Martin Perkins, Fleet, Hants

I 've been trying to get a landline installed through BT since the 30th of June and it is now the 10th of September! I was promised they'd come and install it on the 8th of August and no-one turned up or bothered to call. The next day again no show.

I have recently moved to England and couldn't even set up my home business here because of all this. BT have cost me a lot of money.

2 weeks later I waited 2 and a half hours to get through to someone. I was then promised I would get a call to make a new appointment but to this day still haven't heard anything. I called at 7:30 this morning and after an amazingly short 40 minute wait got someone on the line. They say that they can't actually help me at all because another company deals with the actual installation side of things. Even if I do get a call what is the guarantee that they'll show this time?

My girlfriend has been in tears because she hasn't been able to properly contact her family in Canada for months.

Bruno, Leeds,

Same here. My so and partner have been trying to contact BT for 5 days now, each time being put in a Que. 4 of the times after waiting 1hr or so they cut him off so he had to start again. All he is trying to find out is when his line is getting connected so he can move into his new flat. He got through today and was told it was connected for him to go to his flat and line was still dead. I myself have just come off the phone to BT Customer Service Management after waiting 35 mins and when he went to transfer me to faults department low and behold I got CUT OFF for the 5th time. The worst service I have ever received from any company.

charlie, Perth,

My point of view, Bt are the worst company I have ever had the misfortune of dealing with!

I have a problem with my service and I'm currently being charged for a service I did not ask for.... sorting this out would be simple with any other company but it's BT their USELESS!

Continously placed on hold for between 30-40minutes; been hung up on; put through to staff who cant help with a simple problem. I have complained three times and written two letters about the same problem, but have yet to hear a reply!

Its a disgrace their allowed the monopoly of our phone lines!

Calum, Manchester,

What is oftel doing about it , i have the same story only longer waiting times

arshi ilyas, Glasgow,

I completely agree. I have been in my new house since May and after initially contacting them to be told I would have to pay £125 to have my line surveyed and relayed as it was a new property and the address had changed (the exsisting property was split in 2 but the part I am in is the part with the existing land line) and I would need to pay £50 deposit on my contract because of my credit score (having just been awarded a motgage I didn't understand how my credit score could be low so I challenged this and was told "because thats what the computer said" so with my conection now potentially costing £175 (to connect a line to transfer to talk talk) I stated I would have to look at other options and would call back.) It is now september and I have spent hour on hour dialing the 0800 number from my mobile as I still have no land line and getting absolutely nowhere. If it werent for the fact my partner gets a discount on talk talk I would have given up and gone to another provider.

Naomi , Preston, UK

What do we do? who is going to help us from BT as we have no choice ?

subba, Portadown, UK

Hi,
I have been spending the last three weeks trying to get my line activated. After spending an hour on a mobile phone everyday and giving up after no-one answered, I was told it would be activated last thursday (a week ago) then on Monday and I am still trying on the phone but I am told they are too busy and i need to call later. Any dieas on how I can get this line activated? open to suggestions. THanks

Rossana Cappiello, London,

Ironically, I find it heartening that I am not the only in utter despair at my attempts to get BT to do something about my phone service.

Moved house several weeks ago and ordered a new service (theres a BT line already) to start on the 20th August. Was given the new number there and then and asked that broadband be enabled on the same day.

Moved in to find the previous owners number was still in place and spent a week trying to get through to their call centre. After eventually getting through to them on 0800 800 150, they tell me its the wrong department and Id have to call 0800 022 3089 to which I spent another 3 days trying to contact. SIX times Id spoken to someone on this number (and thats SIX different waits in their queueing system) before a nice lady said an engineer will solve the problems for the 31st August.

Ive talked to them another half dozen times and every time Im shoved from pillar to post. Its absolute scandalous what they are getting away with.

Colin McKean, Larbert, Stirlingshire

Same here! Moving to new flat,can't transfer current number as it's now a Talk Talk number(one of the few who haven't had issues with Talk Talk)they said must have a BT line to be able to transfer!!Called BT,held 35 min,to be told wrong dept,held until 8pm,45 min,only to be hung up on when they closed!Called next day, to sales,held (to annoying ring,ring,...no music)30 min, placed order but was told it would be 14 days and we have to have a 12 month contract. HOW CAN A COMPANY THAT HAS A MONOPOLY LEGALLY REQUIRE A 12 MONTH CONTRACT?We are only letting the flat on a month to month basis as my husband is being transferred to America soon, exact date unknown. I'm American myself.I am shocked at the appalling situation here.Your country is so fantastic, and advanced but in this situation I feel like I am in 1960's America.We were told 14 days as the prior tenant has to be contacted first!Landlord said they could call him so he could tell them WE are the tenants BT says no(computer says no)

Holly, Leeds, UK

They are now saying the reason they have a new computer system is Ofcom's requirements..... I challenged the operator for blaming Ofcom and she said she wasn't blaming Ofcom (hmmmmm.....) At least the call was answered in less than 2 minutes, which was a record. I've been promised a callback to tell me when the problem will be resolved....

Like everyone else, been on hold for hours, calls dropped. The ace one is when you're on hold for a call centre that closes at 8pm. On the dot of 8, after being on hold for 45 minutes, your call is dropped. Unbelievable. If they understood CS, all the calls waiting at 8pm would be handled before the call centre was closed. Or they should stop accepting calls into the queue (with a friendly message) earlier in the evening.

All I want is BT Privacy (CLID). Hardly rocket science.....

Mike Pellatt, Dartford, Kent

Same story.

Come back to BT! See what you're missing!

I asked to switched back to BT at the end of July before I moved (as they advised) so I could transfer my number to my new address.

Apparently this hasn't worked because the previous owner had a business line. 5+ hours a day on the phone to BT - to be cut off, told I'm talking to the wrong department, told I need to pay for a new landline.

- So I applied and paid for a new landline through the BT site.

It's now September. I still have no line and no reply from BT apart from a nice lady who phoned and said she felt sorry for me and had applied for a line for me..

On hold now as I type...they're not even playing for us any more..

Helen Turner, Elgin,

I have had all these problems too. I rent out a flat. I never had any problems with BT before- they seemed ok up till I disconnected the line when the last tenant left. Now that I'm trying to reconnect the line for a new tenant I have had nothing but grief.

1) BT monopoly on reconnecting lines - you can only transfer an existing line to another provider. I am now in a 12 month contract. Talk talk would have been cheaper.

2) I don't know my ref number as it's a new account. They also changed the telephone number without telling me!

3) I want an international call option, but this couldn't be added when I opened the account - I was told to call back. I still can't get through a week later - meaning my tenant (who is ultimately paying the bill) is incurring unexpectedly expensive calls to Europe

4) It is impossible to get through on phone. I've now given up.

It is a hopeless situation. I think the only option we have is to make enough noise that BT are publicly shamed.

Laura Campbell, Glasgow, Scotland

I have had the same problems as David from Haverfordwest. I have written twice and emailed thier complaint team from the website. I have rung countless times. All i want is a telephone line activated without paying the £124.99 because i dont need to pay it. When i do get through they say i do need to pay it when i know i dont! Somebody help as i want to cry

Tom Rudge, Warwick, England

I tried getting a phone put into my new flat. Initial contact made on 16th June - still no phone line but a nice bill from them which will remain unpaid. Contacting them is a nightmare! I e-mailed them through their site on July 18th and got a reply on August 6th saying "If however, you still do require assistance, please let us know by replying with 'Please Respond Urgently' on the Subject line." I did this AND I even gave tham a nice definition of what the word 'urgently' means. Guess what? No response thus far...

I also wrote to Jillian Lewis (their customer services head) - no response. This was a while ago now. Notice a pattern developing here? Their CS department is a joke and a farce! In one e-mail I got from them they tried to blame the flooding for their incompetence!

It's easy to contact their sales team. How very strange…

David, Haverfordwest,

anybody had any luck getting compensation? I have been holding on more than 20 hours, been promised call back within 48 hours three times but no-one bothered, been promised reconnection three times but no such luck, still on hold as we speak - someone has just told me the fact that BT made a mistake and didnt close an activity on the billing account (the line was cut off because of that in march - through no fault of our own!!) it has cost hours and lots of mobile time and money with no explanation. my mum is unwell in new zealand - i just want to call her and cant afford to do that by mobile!!!! aargh. any suggestions to get compensation are very welcome!

katja, london,

Have been without my phone for the past 6 wks becuase BT made a mistake in transferring line rental to Tiscali. Without a line Tiscali couldn't provide broadband and phone. Tried to get in touch with BT to see what they did with my line. After many hours wait on their various help lines and speaking to all different depts I finally managed to speak to the right dept. Was told that they do not know what happened to my line, it does not exist first of all then my address and post code do not match. They will investigate the problem and will get in touch with me on my mobile. Every day I spend at least 3 to 4 hrs on the phone trying to speak to someone but no joy. I am still trying as I am without my phone

girish, bearwood, west midlands

After setting up a new line for my flat with BT, they have billed me for the incorrect ammount.

I have spoken to countless customer service advisors, all of whom are incapable of sorting THEIR mistake out!

I have tried to set up an account online, but my bill did not have an ID on it, so THAT failed!

What is wrong with BT, that they cannot even sort out their own mistakes. There is no way of writing to them, and I reckon the complaint by e-mail I sent will only be ignored. There must be a way to contact these unfortunate people! I'm so frustrated, and I haven't even begun to use their service. GGGRRRRR

Amy Penton, Westgate-on-sea, england

I have been trying to get a line connected at my parents' new house. I first tried to place the order 3 weeks ago, but the brainless idiot I finally got through to at BT after 25 minutes of hanging on the line, couldn't work out why I wanted a line installed at a different address to mine. At one point, she even told me what I was asking for was "against the law"!! I gave up, and eventually found an ordering system on the BT website, which allowed me to order a new line at my parents address, and have it billed to me at my address. Hoorah!
However, since then, I have heard nothing more from BT, despite numerous follow-up attempts, both online and on the phone (I am only prepared to listen to hold music for 30 minutes at a stretch, which may be part of my problem).
I do not wish to use BT as the service provider, but according to all the other suppliers I have spoken to (they usually answer within 2 minutes!) you have to use BT to connect the line in the first place. Monopoly or what?

Jonathan Crisp, Pinner, UK

I think that BT is a load of rubbish i have tried for days now to get in contact with them and all i get in ringing constantly i have tried so many different numbers and their online services dont help either.
I got through once and they sent me through to the completly the rong person and now I am stil waiting to hear a real persons voice.
I will advice people not to go with BT as they will mess you about and if you ever have a problem it wont be fixed.
As far as im concerned all they want from you is your money.

Karla Hill, Telford, England

I just moved into a new home with two lines. BT connected the first line really quickly within 24 hours. Unfortunately the second line has been previously taken over by another operator.
The BT account was set up in my name but came live on the wrong line, which is the one in the annex where my mother in law is. Previous owners told us that the line in the annex was a Talk Talk line and the main line in the house was BT - go figure.Still waiting for the Talk Talk to connect the second line which will now be in our part of the house (hopefully).
Rang BT on three occasions to try and resolve the mix up, have held on for about 4 hours to date and no answer yet. first time I rang I got through but only had a VOL number so got transferred to a never ending queue and when it got to 8pm an automated voice came on and told me that this service was closed now and I should phone between 8am and 8pm then I was cut off!
Will be continuing again this evening, who knows? I share your frustrations.

Alex Adams, Eye, Suffolk

Oh my god! I am having the exact same problem, moved into rented ho9use on 27th july, promised connection (already phone line just needs opening up) I've had the phone put down on me, not answered, passed from one dept to next each time waiting in queue for up to an hour, have no mobile reception at house so have to go up road, mobile runs out of battery, i've cried, shouted, pleaded, been sweet and nice and each time when I've eventually got through have been promised a line. There should be a way to complian but even my complaints have been ignored. They do not know what they are doing to people and should not be allowd to get away with it

naomi davies, yelverton, devon

BT is the worst phone company I have dealt with... I think many British comapanies would do well understand the importance of customer helplines in their marketing...and perhaps even provide a budget for it.

Mark Wright, London, London

I'm on hold to BT right now and trying to pass the time of day by searching for stories like this, ho-hum

Sam Vardy, London, England

I would just like to add that I have been trying to get a phone line installed at my new address for 2 weeks now. The engineer was supposed to show up on Friday afternoon (between 1pm and 6pm) - so I had to take a day off from work, as I have a long commute. The engineer didn't show up, and I have been trying to contact BT ever since to find out what is going on. I have probably spent about 6 hours in various queues, and still haven't got any closer to speaking to someone who can get an engineer round to my house. This is unbelieveable incompetance! BT should be hauled over the coals for this. If there was a decent selection of companies that could set up a landline, I would have bee-lined to them long ago!

Doug, Luton, Beds

I'm glad that I'm not the only one, I was transfered to several dept's, none of which helped, on hold of over 5 hours, they then lost my new landline order so I had to place a new order, all of which has cost me ~£40 in calls on my mobile.
Thankfully the BT engineer arrived when expected but he was told by BT to instal two landlines!
It is unbelievable that a company can act like this and expect to get away with it.

Jenny Campbell, Nottingham, UK

I also have a new flat and tried to get a line connected on 29th June. I still don't have a line and it's 20th August!!! Initially an engineer turned up and connected a line. On the 30th 2 more Open Reach engineers turned up within an hour of one another to do the same job! The phone line worked for 2 weeks then went dead. I called BT and spent a total of 10 hours over the course of 3 days trying to get it connected. The staff blamed Ofcom saying they'd split the engineers off from BT had them put in a new system which is "rubbish". And is it! I got cut off several times and passed around different departments whilst none of them could find my address and all I had was a VOL number. Eventually a girl called Rachel sorted the problem and it was reconnected with a different number ...for 2 days. Since then I've written to BT's Chief Exec, and had a response 3 weeks ago promising my complaint would be dealt with urgently. Since then-NOTHING. BT: Appalling company that is in a total mess.

Alun Fowler, Edinburgh,

Lesley Hancock...seems we have the same problem, my line doesn't exist either. Am still trying to get hold of someone, now just clocking up my 22nd hour. In fairness, I have Managed to get through a few times on various different numbers, but they ALL go through to the wrong department!

Andrea Phillips, Lytham St Annes,

Ordered a new phone line on 13th July 2007.
Told it would be live on 19th July.
23rd July kept holding for two hours trying to find out why we still had no phone.
24th we're told an engineer needs to come and connect us. We were told that no engineer needed to come out to us and that we only needed the phone switching on and that this was scheduled for the 31st of July.
Total hold time - 3 and a half hours.
30th July our phone magically switched itself on without engineer calling.
31st July - Martha from BT customer services rings and on 3 occasions offers "cringing apologies on behalf of BT for the appalling service you have received from us".
16th August phone suddenly is switched off.
17th August - total hold time approx. 4 hours - and thirty repeat emails sent. Can't get answer as to why our number does not seem to exist anymore.
Weekend no phone - B&Q kitchen installer came out on Sunday as he can't contact us.
20th August - today - been holding over 2 hours.

Lesley Hancock, Peterborough,

BT have missed 3 appointments to connect my land line. I've waited more than 20 hours to rebook these. All my calls have gone to UK Call Centres. I don't care where the Call Centre is and I don't care what accent the person has a month down the line and I'm still waiting to be connected.

David Price, manchester, UK

Sounds very typical - annoyingly after the bad treatment they gave me as a first time phone customer, I was forced to use them as I live in a flat where BT are the only option. I spent over 6 hours trying to speak to somebody, recieved pleasant customer service but no connection on the date they gave me. Another 5 hours contacting them again, to be told that they'd call me back. Was called back, and put in a queue for 2.5 hours when I was at work, and when they finally answered the phone, I asked them to wait until I finished a call relating to work, and they put the phone down. Eventually got a landline installed, broadband thru somebody else, and BT held up the connection. Also, I moved from my last home 3 months ago, and still havent recieved a MAC code!

L Sutch, manchester, England

Samantha, please send the Managing Directors phone number because every time I have tried to complain after being on hold for hours they tell me I can't complain till I speak to a Supervisor in the 'correct department'. Everyone who has phoned BT knows that their staff do not know what the correct department is. The phone lines are jammed with people who have been put on hold AGAIN from one department to the next and often end up back where they started from. One BT operator told me that the service will be better when they have all had their training! She told me she hadn't had hers yet so couldn't help me. I have complained to Ofcom but they do not look into individual cases so come on everyone complain to Ofcom and perhaps they will then realise that BT needs investigating!
This is Ofcoms link:
http://www.ofcom.org.uk/complain/landline/service/ignored/?itemid=316123

Angie, Morecambe, LAncashire

If she thinks that BT are a problem she should try o2, another useless branch of a useless company.

Judy , Liverpool, england

Having recently bought a new flat I rang BT to get my line connected and was advised this would happen the following day.

Needless to say it did'nt happen that day, Nor any of the other days I was told it would be done that week and the next. In fact it took me seven weeks to get my new phoneline installed, after numerous phonecalls to BT customer services and a total of at least 24 hours on hold.

Calls to BT generally consist of being on hold for a number of hours at a time (extremely costly when the calls have to be made on a mobile phone because you have no landline), then being misdirected to the wrong dept through their automated, being told I would recieve callbacks which never occurred - the list goes on.

I even tried e-mail and got a response several weeks later saying to please re-email if my enquiry was still active - I still have no response to that.

I've been told this is due to a new computer system. I only hope they have a big compensation fund at the ready.

Helen Boardman, London, UK

I can relate....one of my colleagues spent 12 hours holding on and listening to ridiculous music and I called on a different line and still nothing. In the end I called the Managing Director's office and eventually got through to a very helpful gentleman who sorted everything out within 20 mins! Just shows that if you go through to the right office and complain, it all gets sorted.

Samantha , London, UK

My daughter attempted to get a BT line reconnected into her home and was faced with trying to explain what she wanted to people who could not speak clear english,she tried the system 7 times racking up massive phone bills(on my phone)but still could not understand the person/s at the other end of the line. Even when a supervisor was called to the phone it was no better. Why a national institution like BT cannot have a call centre staffed by english speaking people is beyond me. The cost of connection (no new line or hand set ) was £150, this is outrageous and I think their connection costs are extortionate.

Mike Nainby, Scunthorpe, UK/Lincolnshire

I thought I was the only one! We have been on the phone to BT constantly since July 5th, holding for entire working days at a time, passed along from department to department and still no resolution to our problem. To add insult to injury, we have been sent two bills for phone lines we do not have. An utter waste of time and resources. Disgraceful!

S Bayne, Herts,

Well, as far as I'm concerned .....................oh, just hang on a minute .................................I'll be back in a few hours ..................or so.................................................................................................................................................................................................

Eamonn, Dublin, Ireland

I had to become a BT customer as they still have a monopoly on your first year as a landline user. Two weeks and 15 phone calls lasting over two hours each. Many complaints via email not answered (friends computer using Cable). Complaint line goes through to Sales who still do not answer. Finally got through to someone after 3 hours and was advised that they cannot deal with my order and would put me through to correct department. 45 mins later and someone answered and put the phone down straight away. You have to become a BT customer to get a landline. The minimum period is one year. I was finally told that they have scrapped their 3 month contract because they were loosing too many customers so they extended it to 12 months. Email compaint answered after 2 weeks via email saying sorry for delay they are very busy and hope my problem has been solved, my complaint has been deleted. If problem still not sorted recomplain. Can't wait for the 12 months to expire.

S Gregory, Thetford, England

I have been ringing BT almost every day for a MONTH trying to get a new line for my daughter. We had an engineer booked for the 2nd August and he never arrived. I have been on hold for 100's of hours over the last month, sometimes 3-5 hours a day. My daughter needs a line for work. Yes, you press the right buttons but whatever department you ring they tell you it is the wrong one and transfer to, you guessed, another couple of hours on hold! I have complained online 4 times. I have rung the complaints line but they tell me I can't complain unless I have a referral from the correct department but you can't get the correct department. I have spoken to so many people and been promised that we have waited long enough that the order will be rushed through urgently but still we never hear anything from BT. We are just ignored. They all say the same things, we hear the same apolgies and then they hang up and we hear nothing again. I have been cut off by BT to many times to count!

Angie, Morecambe, LAncashire

I'd like to say, that it isn't anything new for me. I'm from Poland (yes, that's the country, from where Ireland has most of their immigrants). If you want to contact with your support - sure, after 3-30 minutes you will. But it won't help you. They don't know answers for many easy questions, as "why my loyality form isn't working well for my address, and it is working for every other?".

I just want to say, that I thing, if even Mrs King would have a connection with a real person, that person wouldent help her a bit.

That's my point of view. And what is yours?

Krzysztof, Poznan, Poland

This is not unusual for BT, whose standards of customer care are consistently and unremittingly abysmal. I have, variously, waited 5 months for a Broadband service [sic] I was paying for to be installed, and 6 months for them to sort out the mess they caused with a simple line installation. Don't go there.

Liz, Cardiff,

Trying to speak to someone at BT, having navigated the myriad of menu options is an utter farce.

I have had cause to call them twice this month, each 'call' took more than 30 mins to be answered, and on one occasions I was told my bill was outstanding, even though I was sitting looking at my BT account on the internet that clearly said 'paid'. BT are simply exasperating.

Sadly the quality and reliability of service, not to mention the feeble customer support of the alternative providers leave a lot to be desired, so I stick with the devil I know.

Colin Redman, Nuneaton, UK

“BT would like to apologise . . . . "

BT might LIKE to apologise, but HAVE THEY?

". . . a new system . . . . : indeed. How convenient to stick it on the computer.

What Armand didn't include in his posting was that most of the phone systems here in The Colonies can also be contacted online and repair/installation issues addressed via that medium.

Dennis, Portland, OR, USA

I have been waiting since the begining of last month to try to hook up to broadband. Over 6 weeks to get connected and counting. I can't even get dial up in this country. All I have had from them is the bill for their non existent service

Sean, london,

BT is a private company Armand. Your point is?

Tim, London,

For queries relating to a bill BT have a call back service; took about five minutes to get through the selection process alone. BT called back - a total of three ring tones before disconnecting the call. Hardly enough time to pick up the receiver. No further calls from them have been received.

Paul, Diss, Norfolk, UK

I have just emailed BT. After various problems, I have been on hold for a total of 20 hours and had to pay them a £50 deposit for a service I'm not receiving. As we speak, I'm on hold. I rang this morning to be on hold for 2 hours, I hung up and rang back again this afternoon. I'm having to make the calls from my mobile as any number I ring isn't 'recognised' and anyone trying to ring in is told the number is barred! I bluffed my way throught to someone by pretending I was paying a bill but she told me that I had gone through to the wrong department (it was the department I pressed all the correct buttons for)! and was transferred and put on hold again! I tried again and told the representative that I was calling on my mobile and she suggested I go to a 'phone box. Great idea! I have nothing to do but stand in a 'phone box all day waiting for someone to answer my query...and that's if you can find one that hasn't been vandalised and still works.

Andrea Phillips, Lytham St Annes, UK

I have been holding on and off in queues for BT (connecting a new line) for 17 hours in 7 days. In that time i have spoken to eight people, been cut off, sent to the back of the queue and been told their engineers don't work direct for BT. I have been promised a call back three times and never been called.
Their service is a disgrace, i'm furious.

christopher, birmingham, West Midlands

Yes Amanda Vanmore and in most of the USA local calls are free and the fault call out fee is 25% of UK prices. BT TAKE NOTE!

Eric Long, Ramsgate, Kent

They answer calls at about the same speed as their broadband. Slow

Alistair, Edinburgh,

With a number of private phone system here in the US phones are installed in one or two days abd problems answered in minutes. Might be a clue.

Armand Vanore, Marshalltown, US/Iowa