WARNING - AVOID BT - Worst Service Ever!

cestlavie

We switched from a BT Business telephone and internet service to a BT Residential contract in December. We thought it would be easier to switch within the same company than to another provider. Easy?? no - it's been a NIGHTMARE. They disconnected us for four days entirely. Neither "team" at either Residential or Business knew why we had no service and were unable to explain why it happened! For the last two months I have had BT hassling me for payment of an incorrect invoice they raised for the old account. I have since our new connection consistently asked for a new invoice. Today they send a letter saying we are still registered as being on Business.... though I am writing this online now through a Residential connection. AAAargh....!!

I write this as a warning. AVOID BT. Their customer service is the worst I have ever encountered. You might speak to one person and think your issue has been sorted and then a second "team-member" will ring you and not know anything about your first contact or conversation. I have phoned them, written to them, emailed them and am still getting no-where. Unbelievable.

DogDave

Totally agree. No communication between different parts of the company. Experienced it all when I was trying to move my service between properties a few years back. Most monopolists provide horrible service and BT is no different.

BT_company_representative

Hi Cestlavie,

I am sorry to hear of the problems you are having with BT. I can help with this.

Please drop me an email (you can find my email address in my profile), include your BT residential account details and also the account numbers for your old business account. I'll check from my end what is going on.

Cheers
Sean

kwikbreaks

For the real fun to start wait til you get a line fault. I'm hoping it will be fourth time lucky tomorrow and the fault will finally be fixed but I'm not holding my breath.

NEH

Took at least 4 months to get my mum's new account with BT sorted....

Real nightmare and i thought Pipex was bad and despite saying they are implenting new billing in Jnauary so you have one bill they still haven't...

zartub

on a further note there customer service is terrible ! you always get to speak to someone who either don't understand what your saying ( you have to repeat silly things like your account number at least 4 times ) or you cant understand them ! try and sort that one out for us all please sean.

scope

Amen to that.. I have never experienced Customer Service as that of BT, absolutely rubbish... Indian staff might save you money, but for god sake try to test their english before you hire them. I couldnt wait for the day BE LLU got enabled on my exchange.

cestlavie

Tks all yr replies. Agree with all yr comments.
In reference to the Mystery Rep for BT.. I took yr advice and contacted BTcare on the 25th of Feb... and have heard nothing back, but that's no surprise as no contact I've tried before worked either.
*The coup de grace of this whole sorry episode was finding we had been disconnected from the internet line today - by BT Business - even though we currently hold an account with BT Residential.. Somehow BT Business can hijack and " suspend" a working, paid-for, broadband link which is held with BT Residential...
* Oh , and p.s. I am actually acting on behalf of an extremely distressed and badgered pensioner father - it's actuallyhis internet and phone service. God alone knows how other frail OAP's manage, if they are on their own, because BT have managed to bring me, someone who isn't easily knocked, to tears and my knees over this affair.

BT_company_representative

Hi Cestlavie,

Really sorry about the delay. Email has been sent now and I hope it clears everything up but if you need a hand again or have any questions drop me a reply back and I will be on the look out.

Cheers

Craig
BT Support

smudger1964

Bt are good if everything goes ok heaven help you if it doesnt bts indian call centres are bloody hopeless.

thelaughingcow

I have just managed to worm my way out of my BT contract. I have had terrible service for months and months and they've only just let me escape my contract. I spoke to OFCOM and they dropped it within an hour.

BT. PLEASE LISTEN. I AM TELLING YOU THE TRUTH. READ ON FOR SOME ADVICE.

IF YOU WANT CUSTOMERS TO BE HAPPY PLEASE DON'T HAVE INDIAN CALL CENTRES. DOCK THE HUGE WAGES OF YOUR CEO IDIOTS AND GIVE IT TO WORKING PEOPLE IN THE UK. WE NEED JOBS TOO YOU KNOW!! GIVE THEM TO UK PEOPLE PLEASE. LEAVE INDIA ALONE. THEY DON'T UNDERSTAND ENGLISH AND DONT TAKE NOTES DUE TO EITHER BEING LAZY, DON'T UNDERSTAND US OR BEING PAID SO POORLY THEY DON'T CARE.

THESE ARE FACTS BT.

LISTEN TO WHAT YOUR CUSTOMERS SAY. CUSTOMERS NINE TIMES OUT OF TEN ARE CORRECT. YOUR JOB IS TO MAKE THEM HAPPY AND YOU'RE NOT. LOSING CUSTOMERS ISN'T A SOUND BUSINESS PLAN.

Now. To the fools who say, 'You pay peanuts stop moaning'. First. Shut up. You have no idea what you're muttering about. It isn't 'peanuts'. It's an economy of scale and it works very, very, very, VERY well if managed correctly. And peanuts to me isn't 48 GBP per month. It's 1/6 of my rent.

Secondly, have a tick box when I sign up for extra services. I'm happy paying extra for a BRITISH PERSON to have a JOB and PROVIDE me with a USABLE SERVICE. Your indian call centre is a leaking ship and you're kidding yourself about saving wages. You're losing customers left, right and centre. I know three myself just in my family.

You've got the economics of an idiot. I have just graduated from Liverpool Uni with a first in economics. You're kidding yourself. You're paying cheap wages at one end of the ship and leaking in the other. Give people want they want. Treat customers well and in general they stay loyal. These Indian call centres are costing you very very very dearly. Keeping customers loyal is possibly one of the greatest business plans possible.

You're a disgrace. Keep Indians a float and sink us. Shame on you.

And don't lie to the people regarding we need cheap wages for cheaper products. You enjoy cheap wages for other business activities too. Plenty of companies have UK only call centres and they scale very well. You do the same.

Your balance sheets are a comical joke.