BT being muppets

Azari

Below is the text of an answer to a survey question that BT asked me to supply.

When I tried to use my phone today there was no dial tone.

Broadband is working perfectly.

On reporting the fault I got conflicting information as to whether or not the report was complete. The fault tracker page says I need to phone them (why?) but an email they sent says that it is being investigated and will be repaired.


Text of answer to question on survey. "Why are you dissatisfied with the fault reporting system?


Because the system is stupid. Most domestic customers only have one phone line yet you expect people to initiate a test whilst not using the internet.

Then you compound the stupidity by telling someone to call you on 0800 ... Clue: The Phone Isn't Working!

To top it all off it's unclear whether you are doing anything about the fault or not. I have an email saying you are but the verbiage on the fault tracking page is unclear and seems to imply you need a phone call.

All in all a complete mess.

phoneguy

All I needed to read was 'BT'. I figured the rest would be something no normal, logical person could dream up.

Azari

phoneguy wrote: »

All I needed to read was 'BT'. I figured the rest would be something no normal, logical person could dream up.

I've been a BT customer for many, many years and generally they are fine. (Although I do use Call1899 for daytime calls - weekends and evenings are free). I would certainly never lumber myself with talktalk or sky. :eek:

To be fair, I would imagine that having broadband working perfectly and no phone service is a pretty unusual occurrence. Nonetheless, they really should do a sanity check on their procedures to avoid inanities like this.

Hanky_Panky

I share your frustration OP.

Used to have the odd problem with my Plusnet broadband who really only want you to log the problem online - how are you supposed to do that if you're offline !!!!!! ! Even went into an internet cafe once to send them the info with explicit instructions for them to call me when they had identified what the problem was as I could not access email...guess what. Email sent back in reply.

Went mental. :rotfl:

fluffnutter

This worked out OK in the end didn't it? I'm sure you started another thread praising BT's quick resolution of your problem!

Azari

fluffnutter wrote: »

This worked out OK in the end didn't it? I'm sure you started another thread praising BT's quick resolution of your problem!

Indeed. See Here.

Still annoying about the conflicting messages when trying to report the fault on line but for actually sorting it out, A+.