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BT customer service, truly dreadful

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Like many other 'gripers' I am a BT customer.  The problems began in ernest when I accepted an email offer for the total broadband package in September 2006.  After numerous calls to BT customer service, where people could find no record of my order, eventually the package 'arrived' at Christmas.

For a year, after initial teething problems, the service was good; then from Christmas 2007 the Internet connection drop off became a daily occurrence.  The engineers visited my property on three occasions and they did everything they could.  (If only the rest of BT personnel were as thorough and helpful.)  The engineers identified the problem as a 'long line issue'.  Essentially this means BT have to replace / upgrade 800 yards of distribution cable to provide a continuous signal.  Up to 8MB they offered when I signed up, however, the actual speed I received was 0.42MB at best.

Eventually, after hours of fraught discussions with BT, the technical department agreed to refund my line rental.  Also agreeing that I would not be required to pay broadband line rental until the cable was replaced.

BT customer service, truly dreadful ...long-winded calls with BT customer service

I thought this was very fair of BT.  However, the next quarterly bill arrived with no credit against it for the line rental.  More fraught long-winded calls with BT customer service.  As others have described: transferred from to department to department.  In the end the matter was sorted out.  Regrettably I have to grapple with the same procedure every quarter to obtain the credit.  I am now on the fifth quarterly session.

On one occasion a lady in customer service actually told me they are essentially paid to listen and can do precious little.  The BT customer service advisers can remove certain items wrongly charged to a bill, but have little if any powers to authorise any compensation.

I have been a BT customer for many years.  The service has deteriorated since call centres moved out of the UK and in essence the impression gained is this: BT unofficially or otherwise seem to operate a policy of making life extremely difficult for UK domestic users.  I'm sure their customer complaints statistics look quite good.  Probably because there is no clear route to a reasonable conclusion.

If I had 5 for every failed promise and meaningless apology received from BT I could retire very comfortably for the rest of my life.

By: Veo


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David Byrom

David Byrom

I can not speak for everyone but could I just ask you ALL to look at a provider that flies under the radar and providers excellent customer support and service as recognised by 'Which'
Not only get value for money but also save on your household bills......Now that's what I call service!!!!
Don't take my word have a look for yourself at www.utilitywarehouse.org.uk/F87143/jointheclub
David Byrom
24th Aug 14 18:54

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Jon Heslop, Cornwall

Jon Heslop, Cornwall

I have been without a landline since the 8th May, it is now the second of June. Despite reporting the fault three times in a week to an idiot robot woman who told me that there was a fault on the line(!!!!), nothing happened. Eventually contact was made with a human being somewhere on the Indian sub continent. Imagine my surprise when told that nothing had been put in hand because they had been trying to contact me and I wasn't answering my phone. As I had already given them my mobile number I was a little perplexed at this so upon inquiring as to the reason I was told that they had repeatedly called me - ON THE LANDLINE THAT WASN'T WORKING!
When that was finally sorted I was promised repair in 36 hours. Guess what! Another promise of repair within 36 hours, and another. Then of course it was Bank Holiday but it will be repaired asap. Like Hell! This morning I get a call to say that the engineers MIGHT start this week.
Head, meet brick wall. Brick wall, meet head. BT customer care ethos is "you're the customer, we don't care."
PS. There still taking money out of my bank account for the direct debit bill.
Jon Heslop, Cornwall
2nd Jun 14 17:10

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Frustration

Frustration

We use BT Business and I felt that we were being overcharged for not the best service. Everytime I call them, it ends with a Indian call centre who cannot help me: they don't understand my problem, transfer me round the houses, you name it.

I think they do this on purpose so you give up and continue being charged the extortionate prices. Unfortunately there's little option but to stick with them...
Frustration
5th Sep 13 21:40

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Aizoon

Aizoon

All very well to say "Leave BT", but for whom?

Virgin is just as much of a nightmare, with Indian call centres. The thought occurs that these companies agree to use these centres, because they know we would desert to those with UK centres if we could.
Aizoon
14th May 12 16:07

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rapt

rapt

Dear Service Provider (II):
Now on Sunday, in an unrelated incident, our power was cut and was out for nearly a day. I guess the tropical downpour on Saturday on/off affecting Hammersmith (yeah London SW13) had some bearing on the matter. Now we have a standby generator running to give us power, telephone and dsl. I can hear the engine running outside from a truck(Monday). We had to eat up all the melting ice cream, precook our chicken etc, what a day Sunday was. Yeah some power guys also dug up our approach and front garden looking for the problem...what a mess: a pit about 30 foot long, 5 feet wide and about 4 feet down - took 3 or 4 guys digging for about 5 hours. Still these guys who were contractors (Laing?) for our South Electric vendor were v. polite and didn't touch our ornamental tree and missed most of the flowers. Boy oh boy, this is becoming like a daily gripe. Is 2012 coming soon? Well ok, the good news is that at least half the neighbours of about 10 houses that were also down came by at some point and we all commiserated about the loss of power.
rapt
20th Jun 11 07:11

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rapt

rapt

Dear Service Provider:
Last night Thurs 16/6/11 and the previous night Wednesday around midnight the internet went down and then I noticed the phone (landline) line was dead also ( a busy signal on the telephone). Last night it was still down at 1 am. the night before it cleared up by 00.30 am.

Its impossible to say for sure if its the internet down or the telephone is down. However it is likely that BT can disrupt the phone and then the internet which is DSL is by definition also disrupted..
My BT exchange happens to be at Hammersmith. Usually my internet can go down maybe once in a blue moon if they are doing maintenance at the Hammersmith exchange for example - this can occur around 4pm and can last no more than a half hour. When it was Tiscali, you could call a certain number using a cell phone and it would tell you that BT had reported problems at certain locations. However these are recordings,
Practically no point in calling anyone, because even if BT has the exchange, you can't complain to Tiscali or TalkTalk for that matter, because they will blame BT. and no point in calling BT, because your service provider is in my case TalkTalk.
So last night (ie Thursday night), I didn't bothering resetting my router, because this morning (Friday) around 5am on 17/6/11,the phone was up again, and the internet was also up. So life is beautiful again!
Funny though, I have Windows 7 on my pc which I use wirelessly for broadband (when its up) .Last night when internet was down, I right clicked the little icon indicating internet wireless connection, and it showed huge activity both on receive and on send data blocks coming and going, Even though there was no internet, and even though the landline was indicating a busy signal. so all v. strange indeed.
rapt
17th Jun 11 06:24

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Sapphire

Sapphire

Your absolutely correct!! I will be doing away with talk, talk,
Sapphire
20th Dec 10 11:47

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terry

terry

pretty much had the same experience as sue below only that bt vision cancelled my direct debit in july this year didnt bother telling me they had and then claimed the whole thing back today by increasing my direct debit by three times what it was.i called bt to find they had merged back in july the two acounts (line&vision) and hadnt bother to tell there customers they appologised for there mistake.now my account is in arrears due to no fault of my own
terry
3rd Nov 10 09:29

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frustrated

frustrated

this could be 'word for word ' my experience

BT are appaling at customer service - where I live there is no other choice sadly
frustrated
3rd Nov 10 08:57

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Sue Mac

Sue Mac

I have never been reduced to tears when dealing with a ultilities company it's not exactly life or death but have to admit I have sobbed when for the 30th time (no exaggeration) I get the foreigner (which I have no problem with if they fully understand the lingo) asking me to repeat my story. I'm too depressed to write the in's and out's of this but in a nutshell the service BT give their customers is so crap it's laughable, I have constant problems with my broadband (they tell me its' fine), problems with Vision (they tell me it's fine) and to top it off they stopped my direct debit without telling me and changed the BT account and then blamed me demanding the money and cutting me off to boot. UTTER CRAP BT YOU'RE A DISGRACE!!!!!!! Got to go home now to ring them again from my mobile because my land line and Vision isn't working can't think anything better than wasting 2hrs on a Friday night, can you?
Sue Mac
22nd Oct 10 17:50

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FM

FM

Sorry I noticed someone had suggested 24 Talk to you with the 90 day cool off period- OMG I have been with them for a year and it has been the most frustrating long year of my life - they are very difficult to get hold off as they close 5.30 each day and for those of us that work that is impossible- then they break their agreement with the 90 day thing - I got well and truly caught- I then gave them notice to get away from them after my contract had ran out and they told me they automatically re-contract you without notice and you have to write to them in the 11th month of the contract for a months notice or they charge £35 even out with your contract- if you stay with them longer than a month after your contract they re-contract you and if you want out it cost you a £82 charge- I have had loads of problems and phoned- e-mailed until I was blue in the face promising an investigation and would get back to me 12 months later they never did get back to me- and ignored all of my e-mails- seriously think twice before using this firm- worst mistake I made, I grant you BT is not much better but please do not jump to them.
FM
20th Oct 10 22:30

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sam

sam

dont even get me started on BT, the worse service I have ever received, they made error after effor with me, 12 after I moved away from the property where I held the contract im still being hastled by them. they made an error and got debt collectors involved and now admit it was their fault but im still being bothered by them and no sorry, no letter to confirm it or put a stop to it, they will be losing customers very fast, already all my family and friends are switching to other suppliers. monkeys could do a better job!
sam
13th Aug 10 13:23

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Jack

Jack

If u r not happy try 24 Talk with 90 days trail period ...that first three month there is no Contract ...???
Jack
16th Jul 10 12:14

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Micheal

Micheal

If you think BT is bad try TALKTALK, yep, BT customer service is bad and tech support is just as bad, but compared to TT your in internet heaven with BT.
Micheal
12th Jul 10 12:09

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bestbillsaver.co.uk

bestbillsaver.co.uk

Veo Why put up with this un-proffessional service there are alternatives you know!
Look the company I use are polite,very very successful,value for money and a no nonsense kind of business.Just go here have a brows you will be pleasantly surprised too.www.bestbillsaver.co.uk
If you know anyone,anyone at all that is having problems with BT,Sky,TalkTalk just send them there too.
These kind of companies need to know that they do not own you and they can't monopolise the situation that many of us face! It makes my blood boil when I hear of such stories who do they think they are!
bestbillsaver
bestbillsaver.co.uk
23rd May 10 10:06

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