Useless BT Customer Service

cb1979

Hi
I have been a BT Customer for many years and never had reason to complain
I have been on BB option 3 since 2004
Last November i phoned BT and was offered a new package for my services,and was recomended to switch to BB option 2 @ £15.65 /mth as my useage was not that high.
After recieving a couple of billS which i was charged £20.99 for opt 2 i phoned BT to get my bills correct on the 17/02
Anyway this was a 11am and at 4 pm i recieved an email saying i had been downgraded to BB opt 1
I phoned BT and was told not to worry as this was a mistake and i was still on opt2
I then started getting messages to say i needed to renew my Internet Security
I logged into my account and it was showing i was on opt1
Phoned BT and their system was showing i was on opt 2

On the 20/02 I checked my account as i was still getting messages to renew my Internet Security ,and it was still showing i was on BB opt 1, iI phoned BT in the UK and was told this would be sorted and they would phone me back Monday,which never happened
So i phoned them Tuesday 23/02 and was told it was being looked into and i would be back on BB opt 2 asap.

Saturday 28/2 arrived and i phoned BT as i was still on opt 1 in my account and still had no Internet security,This was to an operator in the UK,they said i was on opt 2 and transfered me to tech help in India to help me,but they showed me as being on opt 1 and could not help me restore my Internet Security
Then transfered me to another operator in India who said they could see the problem and would reflash my account to sort it,was told to wait 2 hours and would be fixed
Well its now Tuesday and still on option 1 on my account and no Internet Security
Despite recieving an email Sunday and Yesterday to say it would be fixed,it has not
The thing that annoys me is that at no time did I ask to be downgraded to BB opt 1,and they can take 5 hours to do something you do not ask for,and 12 days to try to put it right with no success
It seems The UK do not seem to have the same information on their System as India has
Think it is time to leave BT and go to Virgin!

BT_company_representative

Hi cb1979

Argh! This sounds like it was very frustrating. I can have a look at your account and get things sorted out though.

Could you drop me an email to the addy in my profile and I'll make sure things are put right. Just include your BT account and telephone number with a link back to this thread and I'll get right on it.

Cheers

Craig
BT Support

kwikbreaks

cb1979 wrote: »

Think it is time to leave BT and go to Virgin!

If you are going to switch at least do some research before doing so. BT to VM ADSL is a frying pan to fire exercise. VM cable doesn't get rave reviews either.
http://www.dslzoneuk.net/isp_ratings.php

Antispam

why is it Telecom companies are the worse for communication?

cb1979

Hi
After i posted this i thought i had this sorted out,got a email from BT saying they had sorted it and corrected my bill.
All seemed ok untill i turned my PC on yesterday 26/05 and got the message,your BT net protect has expired please renew,i followed the link and nothing happened.
I then checked my BT Yahoo account and saw my package was BT Yahoo pay-as you-go
As i have been on BB opt 2 since Nov last year this was wrong,
I then checked my emails and there was one from BT stating 'Keep protected after your BT service ends' recieved on the 25/05 and carrying on to say sorry you are leaving BT
I had never sent any instruction to BT to end my service
I then called BT at 8pm and got through to India,and they said i was on a Dial up PAYG service,i said this is wrong as i have had BT BB since 2004,and they would look into it and call me back.
I phoned BT back today and they informed me they had 'upgraded my service to BB OPT 2 from the 24/05 on a 12 month contract,which they never contacted me about or had my permission to do,i have been on a 12 contract since last Nov on BB opt2.
What a mess,is there no end to the incompetence of the BT Customer service department
I have just stopped my Direct Debit and i will now wait untill i hear from BT asking for payment before i do anything else,as anything you ask them seems to fall on deaf ears.
I feel as we live in a First world country,and pay First world prices we should recieve First world customer service when things go wrong,and BT falls very short in this Department

dingbat10

I tried using BT 5 weeks ago. I was given an installation date within 7 - 10 days of making my initial call. ! day before installation I called to say what time they would be calling. after taking the day of. They took 6 hours to come to the conclusion the order was not booked. I was totally frustrated with their service. Nobody takes any responsibility within the company. They all pass the book. Nobody in the sales department know what the other is doing. Even worse if tere is any contact with the online (broadband) dept as they say THis is a different department, we dont know what the telesales department offers. In one day I was given 4 to 5 telephone numbers to ring trying to set my account up. A few weeks later they told me the order had not been logged again. No one has apologised or made any contact with me.
Still feeling cheated over the whole affair. I spent £40 in mobile costs trying to set the account up. After 4 weeks they said there was a fault on the installation. Not one person has responded to why I had this error. Wasted more money trying to find out. Eventually went with another supplier.

And to make matters worse the new supplier charged £50 for the installation using BT whereby a friend of mine had his refunded and he is on same supplier/ package as me.

In my experience: DO NOT GO WITH BT. Their services a very poor. Still never found out why I had this problem.