Random appointments with BT engineers

BT, lets get this straight. You built a new PC and couldn't get your modem to work. So that's the fault of a bt engineer not turning up when you want at 21:00 is it ? Why don't you just **** off to Virgin then, I'm sure that they would send an engineer round at a time convenient to yourself to sort out a problem that you have caused and of course it would be free of charge.

I'm never sure why I am with BT as there unreliable, unhelpfull and a number of words. There engineers turn up days late, if at all.

My favourite was when had built a new PC and installed a new OS. I was having trouble getting the BT modem working (BT services as well). I phoned up the technical help and when they had finished reading the script (eg change microfilters, try in main socket, usefull as modem works with other PC). After a line test and the threat of sending an engineer to look at the line when convenient (as long as between mon-fri 9-5 is convenient).

They finally told me that I had to download and install a patch direct to the PC with the problem and that it would get the modem to work. Got them to repeat this 3 times to be clear.

I had problems with BT as well, I was away working in Africa for some months and didn't require my phone line whilst away so terminated it temporary untill I got back,. When I arrived back home I needed my phone line for my Internet connection but trying to speak to someone about this was trying to get blood from a stone, I waited nearly 3 hours to get through only to be passed from pillar to post by incompetent advisors, eventually my temper flared, I ended up speaking to operator services and getting the manager, I did my research and told the manager BT was acting outwith the Customer Charter and that I was losing money due to losing my Internet connection, and if my line was not active within 3 working days (The standard time they say 5 working days but in the customer charter it is 3 working days)i told them I would start seeking Legal Advice on Loss of Earnings, and trust me the attitudes changed then. My line was active within 48 hours so just got to show you have to be persistent with them, or any company like that. Honesty BT start taking Customer Service Hints from Prospective Companies like SKY who have the best Customer Service out there, otherwise your in the running of supplying the worst Customer Service like British Gas is now.

Wrong Sid, Virgin Media and Kingston Communications also provide landlines but only in Hull or where they fancy it. BT no longer install or maintain landlines, it is done by openreach which is a division of bt that maintains the network on behalf of bt, talk talk, tiscali and others. It was OFCOM that decided on this. The very same OFCOM that was set up to help the consumer by the wonderful Thatcher government in the 80's who sold BT to all you mugs that already owned it. As for engineers going on strike, well I've worked for BT now Openreach for 20 years and we've never been on strike in that time.

The problem is that Only BT, as far as I'm aware, have the authority to install landlines. You can't go somewhere else to get it done. BT was supposedly privatised in 1984 and here we are 24 years later still waiting for a simple service.

The simple service is missing, because they have simple management, who cannot organise their engineers without doing it so badly that the engineers go on strike!

It might be worth registering your complaint with The Regulator, Ofcom. But they don't take up individual cases. They will only investigate the company if they receive numerous complaints of a similar nature via their complaint monitoring service. Other than that The regulator is pretty pointless and hasn't achieved anything much. Just jobs for the boys.

Thanks, Alf,
I've actully done that since writing the gripe; in writing, via email, and on the complaints line (which is not toll free!).

this has happened to me as well but with washing machine repair men, whilst I have a flexible job I don't like to take the proverbial.
Last time they called, they were outside, 1 day earlier than expected and without the requested and agreed 90 mins courtesy call. So I told them that I was not available until the next day and that they would have to come back!
He didn't like it but understood.
Meanwhile the company then called to say that I had cancelled the engineer!

He was back the next day though.....oh how we laughed....

Mrs. A.

You say "I'm not sure the best way forward now."

Simple, a very strong letter of complaint to the head of customer services.

Mrs Jillian G Lewis
Customer Service Director
BT plc
Correspondence Centre
Durham
DH98 1BT

A similar thing happened to me when I got my phoneline installed to my new flat. I work away from home so I arranged for the engineer to visit on a Friday afternoon which is one of my days off. Imagine my surprise when I got a call on Thursday morning from the engineer saying he needed to get into the flat! Luckily the estate agent still had a spare key and was only around the corner so they were able to let him in. I have a feeling this happens a lot with BT. I can see how annoying this can be when you have to book time off work as well.