Disgusting customer service from BT

Movies_in_Running

When I told BT that my mother had died they sent a final bill to HER (despite them having my name and address) and offered HER a credit card at the same time.

It's funny how swiftly the mention of writing to the papers can get a bill waived and letter of apology delivered.

If BT were the only phone company I'd go without a phone.

PNPSUKNET

I used to do bt home it, their broadband is crap. They dont actually use their own engineers its all subcontracted out.

grumpyofwhitecross

Bt do not subcontact their engineers ! Openreach, a bt group business, are what were the old bt engineers. We are still employed by bt, so explain to me how we are subcontracted out ?

lynzpower

I sympathise, I tried to book BT in when we moved and it tooks them almost 5 weeks to credit check OH ( with perfect record) they called to say "would you like us to come out sooner than booked?" Thrilled we said yes please, they then said, Oh shame, we cant book you in till mid december ( over 9 weeks!)

I called Virgin and they came out within 3 days.

So long BT.

So long. :wave:

fozmcfc

The only reason I have a home phone is because I needed one for the net. To be fair I've never had any hassle with BT.

I personally have never considered their internet though, 1/ Because they used to have caps on usage for all tariffs. 2/ The only tariff they now have unlimited is very expensive.

Infinity interests me, but like always, no doubt others will release a similar, probably better service for less money.

spike7451

richthe4th wrote: »

BT is the only real provider we can get in the area. Sky, Virgin, etc all said we would only get upto 3mb/s download speeds whereas with BT we can get upto 29mb/s. So with 5 of us in a house using the 3mb wouldn't be too great.

Finally got a call from a manager at BT on friday and he said the best he could do was next friday, which means one of us taking another day off uni (tuesday is the only day we get off) and waiting in for an engineer. Still don't understand why they can't get one to come on Tuesday, there can't be such a lack of engineers?

Supposedly it was because BT didn't confirm the appointment with BT Open-Reach therefore it was never properly booked in the first place.

I don't know where we would stand on any compensation, as we have each had to buy a 02 Dongle each which was £25 each for a month so have basically had to fork out £125 between us all just down to BT's failings.

Probably because all the available work slots have already been booked up by other customers.In order to fit you in for a Tuesday would mean either canceling another customers appointment or seeing if the is a cancellation.
Just because you are having problems with BT Openreach installing your service doesn't mean you are any more or less important than the next customer.

richthe4th

spike7451 wrote: »

Probably because all the available work slots have already been booked up by other customers.In order to fit you in for a Tuesday would mean either canceling another customers appointment or seeing if the is a cancellation.
Just because you are having problems with BT Openreach installing your service doesn't mean you are any more or less important than the next customer.

They are the ones giving the problem through through bad management of their services. Missing one appointment wouldn't hassle me too much, but cancelling 3 or 4 appointments then not having one for another week is pretty bad. If they are the ones who have caused the problem then I would expect them to go out of their way to fix it. Offering £10 credit for all of this really doesn't seem acceptable when they have caused us to pay out £125+ just down to their problems.

jb66

I doubt you actually paid 125 for dongles, you could have just bought 2 or 3 and shared them, folk over exaggerate all the time to make their situation sound worse.

You seem to be a little confused, Bt are not all one company. BTretail and BT openreach.

Bt Retail have not let you down 3 or 4 times, bt openreach have, so why should bt retail compensate you?

spike7451

richthe4th wrote: »

They are the ones giving the problem through through bad management of their services. Missing one appointment wouldn't hassle me too much, but cancelling 3 or 4 appointments then not having one for another week is pretty bad. If they are the ones who have caused the problem then I would expect them to go out of their way to fix it. Offering £10 credit for all of this really doesn't seem acceptable when they have caused us to pay out £125+ just down to their problems.

BT did'nt force you to buy the dongles,that was your choice.You could have gone the route of normal broadband which works in 90% of the time perfectly well for others,including students in houses of M.O.

You wanted the Infinity & as been pointed out before,is BT Openreach failing to supply it.The are only a certain amount of engineers with the experience to do the work needed to provide Infinity compared to normal engineers.Having to wait a week or so is quite good.
Jobs are normally scheduled at least a week in advance,however this does also depend on the time of year as well.At the moment,workload is quite high but after the new year,it slackens off.

Not to mention that this time of the year the weather does have a big impact on service provision.I have seen this myself many many times in person.
With the intense cold & snow we are having making installation of cabling thru street ductwork nearly impossible so if the are any cabling to be done in that case,you are looking at further delays.

stoatwblr

It's fairly straightforward to claim compensation for broken appointments if someone had to take time out to wait for a no-show.

Theres a howto elsewhere on the site.

BT Retail has to pay up, they will claw it back from BT Openreach. Hopefully if more customers actually did this they'd get the idea that customer service isn't something that's performed in a farmyard.