BT Total Broadband - a cationary tale of Customer Service at its very very worst!

kittykat

In summary, current broadband provider not providing reliable service. We live in an area with no cable and overhead BT lines, so best speed we can acheive is 2MB (although recent exchange update promised 4!!).
Have investigated various options - and all roads lead back to BT.
What a nightmare........
Ordered BB line via Internet (gave up on telesales girl who couldn't stop yawning and was only there to 'take yer order')
Heard nothing for 6 days, rang to investigate lack of communication (!)
Apparently I should have known (by osmosis because there was not other way) that my line was due to be activated the following day, the equipment was being delivered (but I wasn't to worry because I didn't need to be in to make sure it did not get nicked off the front porch...)
After 6 separate phone calls, and about 3 hours on hold, I finally established that some time between midday and midnight the following day I would magically migrate from f2s to BT
Having made a complaint via the website (having worked out this to be the fasted way to get a response!) I was then told by a very helpful BT advisor that my MAC code had been rejected and the migration would not take place the following day
3 phonecalls and 3 hours later - f2s inform me that my MAC code has been processed, and they have cut off my service
Cutting a long story short..... I escalated this beyond the CS advisor (not withstanding the 3 times I was cut off by BT advisors)
1 month's free broadband on offer.... don't think so
Current offer is £75 refunded straight to my BT account, holding out for £100!!

All in all a complete nightmare, but the upside is I do have a broadband connection that does not drop out every 1/2 hour and a wireless router that works all over the house!

:mad: :mad: :mad: :mad:

hollydays

But just wait till you get your first bill.
It may bare no resemblance to what you were promised..

kittykat

hollydays wrote: »

But just wait till you get your first bill.
It may bare no resemblance to what you were promised..

Hmm, that is what I am thinking!! I do have it all in correspondence, and tagged to the account so I won't let it lie!

cootambear

I dont have time to go into it all, simply that I had to endure phoning them up 20 times, going though their fix it at home scripts numerous times, numerous ring backs, 3 engineers visits, where only the last engineer took an interest and actually fixed what was a simple fault (frayed external wire). To cap it all, they throttle bandwidth!!!
Worst company ever!!!!!!

kittykat

cootambear wrote: »

I dont have time to go into it all, simply that I had to endure phoning them up 20 times, going though their fix it at home scripts numerous times, numerous ring backs, 3 engineers visits, where only the last engineer took an interest and actually fixed what was a simple fault (frayed external wire). To cap it all, they throttle bandwidth!!!
Worst company ever!!!!!!

Got my £100!!! Doesn't make up for the diabolical service, but proves it was worth complaining!