BT Broadband – How is it Possible to Offer such a Poor Service

GreenFrog_3

Our broadband stopped working about 5 or 6 weeks ago. Since then, we called BT nearly every other day but the problem has not been resolved and I cannot imagine it will eventually.

Every time we end up talking to someone in a call centre and have to tell our story all over again. It looks like we have not been told the truth on many occasions: they say an engineer is supposed to come and then it does not, they pretend that we are having problems because some fibre optic is being installed and next time, we are told that this is not true, and so on and so forth… I could write pages on the subject. We were even told once that we had to renew our contract for at least 12 months for the problem to be resolved.

We spent hours waiting for engineers who never turned up even though we had been assured that they would. When we called, we were told that they were too busy, or there was no trace of the appointment,.... We wasted a lot of our time on the phone for nothing, we lost a lot of money as we had to buy dongles as we really need the Internet, had to arrange to be at home for the engineer,...

In our case, we had some problems in the past already (at the beginning of the contract) and we had to call many times before the problem was resolved, so we know that customer service is a major problem with this company.

Moreover, when we ask which information they have on our files, it sounds like some of the information is either deleted or altered or never entered, and importantly, for them the fault occurred only two or three weeks after it actually did. I wonder if this is a way for them to improve their statistics.

I have no idea how to proceed from here since it feels like nothing works.

littleboo

email the chief exec, Ian Livingstone, from other peoples experiences on here, that seems to work in these situations.

kwikbreaks

I had a lot of problems trying to get my own phone line fixed. After 5 callouts and no fix I swapped to cable. Unfortunately this option isn't available to all. If it were then maybe BT would get their corporate head from up their corporate butt and provide a better service.

BT_company_representative

Hi GreenFrog,

I am sorry to hear about the problems you have had with your Broadband. I am sure that I can help you with this. Please could you drop me an email with your BT account details, along with a link to this thread? My email address can be found by clicking on my profile.

Cheers

Paddy,