BT Broadband Customer Support

cazziebo

My broadband access stopped working in July. I called the helpdesk numerous times (sometimes waiting up to 40 minutes for an answer)- and every time I was asked to go through the same rigmarole- unplug this, switch this off blah blah. The call always ended with - someone will call you back and they never did. I tried calling other BT numbers to be transferred, asked for a supervisor (none available) and three months later I still don't have broadband although I'm paying for it and also paying for Tesco dial up. It has been established that it's an external fault ie outside of the house.

their customer support is atrocious. Now tried emailing, but just getting emails back saying they're very busy and return the email with Urgent Help Required in the subject line if fault is still open.

Did get an email at the weekend saying the fault is with engineer's department - as it has been for two months.

Anyone got any idea where I can get help? Driving me batty!
:eek:

cazziebo

The answer seems to be post on here!

Got a call last night saying they are going to reinstall my exchange line and all should be working by 8pm on Friday 27th October.

Magic! How did you work that then, marvellous MSE chat forum?

skiddy2k

never had a problem with BT's CS... maybe because nothing goes wrong with my line!... did call them up once to ask if they have any BB offers for me because I had been using BT BB for so long... were very helpfull!

LongDongDave

skiddy2k wrote:

... did call them up once to ask if they have any BB offers for me because I had been using BT BB for so long... were very helpfull!

So...did you get any "offers"?

skiddy2k

LongDongDave wrote:

So...did you get any "offers"?

yeup, last month, they offered either:
1/2 price, 2mb, 20gb
OR
£22 p/m, 8mb, 40gb, BThomehub router etc... (option 3)

discussed it with by brother, because we wanted diffrent ones. finally aggreed, called them up this month and they only had the £22pm promotion because the other had ended... went for the £22 one. Working fine now

Cardew

I have to agree that their support is dreadful.

A couple of days ago it was not possible to log on thro' their browser - it timed out. Same symptoms on both my desktop and laptop.

However I could access BT thro IE after a wait of about 2 minutes.

BT's status line said no fault.

Contacted BT and they insisted that the fault was my PC - or rather both of them and wanted me to reload all the software. I demanded to speak to a supervisor who reluctantly conceded that other people were calling in with the same problem. Then said it would take 2 days to fix. It took 2 hours.

The problem is that if a situation is 'above the paygrade' of the first person you speak to, they are reluctant to get anyone else as it counts as a 'black mark' against them.