Random appointments with BT engineers

BT / BT Openreach management are only interested in stats making sure the charts look pretty, Customer Service is bottom of the pile with them, as long as the stats are right.

If you think Openreich (BT) treat their customers badly, you wanna try working for them! That's poor treatment on another level!

bt's customer service is absolutely dire, not only do they keep you on hold for the right person if you're luckey enough to get to speak to them, they have absolutely no care for their customers other than taking money for a very poor service! I too am very croos with them!

My broadband stopped working on a Friday - booked an appointment with an engineer on the following Tuesday - he called but I didn't hear his knock - then the fun started trying to rearrange! It takes about 50 minutes to get through to BT to make a new appointment - then I had a new appointment on the Friday afternoon and from between 1-6 - I had to get neighbours to cover for me when I went to pick the kids up from school - I phoned BT at 4.45 to see if the engineers were still coming - which was confirmed - 6pm came and went - no engineer - when I phoned BT they said that the engineers office was closed until the following Monday - I phoned complaints who tried to sort my problem out remotely - which didn't work and they then assured me that an engineer would come out on Monday for the morning slot - by 11am I phoned BT to check if an engineer was coming - they had no record of an engineer coming that morning - In near tears of desperation - so the lady repeated the same remote testing and I assured her this had already been done and it wouldn't work - sure enough it didn't work - then this evening my broadband is working having been sorted out at the exchange by a BT engineer - they did not need access to my property - in the meantime 10 days without Broadband - failed engineer visits - nearly 2 hours spent trying to sort this out on the phone - it is shocking how long you are kept waiting on the phone - on hold, etc - telecoms is their business - I vowed to look elsewhere for my next contract but is anybody else any better?

hey calm down , I just have been used to it. I made my first appointment for landline in November last year, since I had to go abroad, I delayed it to 15th December, but the engineer didnt come here. After 6pm, I called the BT's customer service, they said sorry and made me another appointment on 26th, no surprise, no one came here, actually I wasnt sure they would work on 26th Dec, but if they dnt work on that day, y they made it on 26th? I told myself is bcoz the heavy snow outside, dnt b mad. I called them after 6pm, and made one more appointment at 11th Jan, 2010, nobody showed up. I called again, they promised me the engineer will come here on 25th, and 2 hours after I hanging up the phone, I got a txt from bt about my appointment is delayed to 26th, exactly today, now is 5:23pm, still nobody hav contacted with me. Actually just 5 days ago, BT's engineer called me to comfirm they would come here on 26th, and I called them back to recomfirm it... I really don't understand that how a company like BT with such 'unique' customer services can survive until today

From our experience with BT your story doesn't come as a surprise: BT seems to have a policy of treating customers with utter contempt. Since we had our BT line installed last summer we've had constant problems with the phone line. About 5-6 times the line has cut off, gone completely dead. Even when it was working there was constant interference on the line. Calling BT (very expensive if you're forced to use a mobile) usually takes the best part of an hour to get through to a human being, at which point they will tell you there's nothing wrong with the line and it must be your fault. Eventually (after having been put through to countless different people) they agree to send someone out to fix it.. but we're usually left without a working phone for a week, there is no apology or explanation for why the line was cut off I the first place, and no refund for the money they charged for the time they weren't supplying a service.
Anyway to cut a long story short, when our phone went dead again on Friday this time we decided we would just cancel the BT line and go with a different company. We had used BT for about 10 years in various homes, but our treatment over the last 12 months has left us determined to never use them again. My advice to anyone thinking of getting a phone line is to avoid BT at all costs.

I ordered BT Vision and got an appointment with an Engineer. I took day off work and he never turned up. Rang BT to re-arrange and was told 2 weeks time. Again, took day off work, engineer didn't turn up. So rang BT AGAIN, to be told the old order hadn't been cancelled, so wouldn't be able to have put another order thro in first place..... this person would cancel old order and re-book for 2 weeks time. Guess what, they STILL didn't turn up (got my Mum to wait this time). When I range AGAIN, was told the original order still hadn't been cancelled, but they would cancel and re-book. By this time, I told em 'No way, cancel it' 2 months later, got a bill for Vision that i'd never actually had!!!! Rang em up and told em and surprise surprise, the original order was still on my account!!!!!. Got it sorted in the end, but then to add insult to injury, they rang me 3 months later asking me if I was interested in ordering Vision cause there was a special offer on!!!

Phoned BT again and they now tell me the system canceled my order, no reason can be given and now I have to re-book. Next available appointment is two weeks times

This as cost me around £300 in loss of income and telephone bills. Their compensation is £10 (OFCOM regulation) appalling service and not once did they call me

BT are just terrible. I went to my empty new home for a Morning appointment. Engineer didn’t arrive so called BT and they told me it had been moved to afternoon appointment. No conformation or nothing. Engineer didn’t arrive in the afternoon so tried to call them again. First the auto answer system cut me off saying I don’t have a valid phone number. Called their sales team who put me through to customer services only to be told there computers had crashed and they would call me back

I had exactly the same problems with BT after 3 half days booked off work (they missed the first two altogether despite sending me a letter AND a text to confirm both!!) and they only offered me a paltry £10 per missed appointment. This is far less than even the minimum wage, so quite how it compensates anyone I'm not sure. I've now taken the complaint further to OTELO. I suggest you do the same. Its shoddy, its unfair and it shouldn't be happening.

This is vintage BT. They are riddled with incompetence, stupidity and they basically don't care. I had an engineer booked for the weekend before last, he didn't turn up because BT had tested the line (externally) and decided it was working - it wasn't, obviously. So I re-booked the appointment and he turned up this weekend, stayed for about 15 minutes then left. When I asked him if everything was working, he said yes but refused to stay for me to test it. Obviously, this is BT, so it wasn't all working, only the line was, the internet was not. I've just called BT now and they've told me that they decided to cancel my broadband order because it had taken too long to resolve (?!?) they didn't tell me they were going to cancel it, of course. I've just spoken to another advisor who told me that they will call me tomorrow and try to resolve it. When I asked her to send me an e-mail to confirm what we had talked about and that someone would call me tomorrow, she told me she cannot because she doesn't have access to e-mails! Ridiculous, I thought but then I remembered that it was, afterall, BT I was calling so of course she didn't have e-mail access!

Sounds like you need to speak to someone who knows about computers, not a Broadband provider. Surely anyone with half a brain cell would know this...... BTW, you don't mention if and how much you would be willing to pay for this service. If you make it worth my while then I might be able to fix it for you with my 1/2 a cell. I may even turn up at 19:00 on Saturday if you pay premium rate. You must understand that I'm very busy during the week trying my best to be incompetent and not visiting when I'm meant to.Working 9-5 is slave labour, I don't get up until 11:00 and am normally home by 14:00. But of course you already know this don't you as all BT engineers are useless work shy tossers aren't they.