Disgusting customer service from BT

richthe4th

jb66 wrote: »

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?

No the dongles were £25 each, £10 for the dongle and £15 for the month contract. It wouldn't have worked to share them as trying to swap around 2 or 3 dongles between 5 people when deadlines are due all at the same time really wouldn't have worked.

BT retail set up the order with us and told us it would be fitted on the 17th November. They (or BT openreach) failed to send out the infinity box (which they said was their fault). They then cancelled the next appointment (as they didn't confirm the appointment with BT openreach....again which they said was their own fault) and the last appointment they missed again they said was down to them cancelling appointments too many time and a confirmation not being sent out to Open reach. So it really is down to BT Retail for not confirming the right appointments with Open reach.

Also with the nature of my course I need to transfer large files (between 1-3GB) to other students, and files back to me the same size, so infinity was the only real option for us.

I don't think I'm unreasonable for thinking that 3 missed appointments over a month, countless hours on the phone on hold, 3 days waiting in for somebody to turn up and all down to failings on their part is very bad service?

jennikitten

I don't think the OP is being unreasonable at all, even if they have problems with the weather, they should at least provide a decent apology and decent customer service. If the weather is a problem, they should say that.

Saying an appointment is cancelled & giving no reason even when asked is poor service. Having two key core aspects of a service divided between two companies is a recipe for disaster in itself.

I would try contacting them on Twitter/Facebook if possible.

DNatasha_2

I do sympathise with your situation and I think you should expect more from your telecoms provider.

The difficulty is there is no-one to take responsibility when these things happen and they are brushed off as an error oops and "Oh well, we'll get round to sorting it out some time soon"

You are one of many people experiencing problems like this. If everyone made a stand maybe they would do something about it.

If it's helpful, google ellesys Hubb@ 3G. It's a 3G wireless broadband product which gets speeds up to 7.2MB. Could be an answer to your poor broadband issues. Hope that helps.;)

jb66

The problem is they have a monopoly in your area, you'll just have to grit your teeth and put up with it, Can you ask to use a neighboours wifi for a small monthly fee?

Nick1986ukmids

look at the usa they work in 3ft of snow as still the traffic is moving but in britain a bit of snow it all stops