BT - can't phone a human.

Dave_C_2

I've been to my online account to see if I can <change something on my payments>

No option on the web page to <change something> but it does say ring BT on 0800 443311.
Greeted with the "press 1" and so on. Many button presses later I'm still not talking to a human and all the options that I'm presented with are not relevant.

So I try 0800 800 150
Greeted with the "press 1" and so on. Many button presses later I'm still not talking to a human and all the options that I'm presented with are worse than before.

In the meantime between being passed from answering machine to answering machine BT inform me to look at my BT.com account - which I've just been to!
No button to press to say that I've already done that !!!!!!!
(Thomas Cook Airlines are even worse for this)

I'm in a queue to speak to an advisor. I get the universal message "we are very busy right now ..." that I always get.

Suggestions for BT and other companies you know who you are!

• Automatically speak to a human if you are more than 6 or so steps down the chain.
• Separate number for redirects from the web so we don't get the look at the web comments
• Employ more humans that actually answer the phone.
• Stop lying when you say "we are very busy ..."

... and breathe

Dave

Mista_C

I remember having a chuckle with an old friend some years back when Birmingham Cable were having network problems and internet was down in a large portion of the area.

On calling their fault line we were presented with an automated message "We are aware of a major fault throughout the Birmingham area resulting in a loss of internet for a large proportion of customers. For further information on this fault please visit our website www.whateveritwas.com.

McKneff

Have you tried just pressing the hash key a few times.

Macca83_2

I've found with most companies if i don't press anything it'll put me through to an operator after repeating the the options a couple times.

davidlizard

When you do eventually get through - usually to someone in India, the chances are they will ignore what you request, or screw something else up.

BT are by far the worst company I have ever dealt with for customer service, and having been a customer of British Gas and NatWest that takes some doing.

Bowling_4_Gold

I've personally never had that problem with BT.

Pressing 'Other' usually gets me through to a human, usually around 2-3 steps. You then tell them the reason for the call and you're put through to the right department.

BT are so-so. We had a fault with our internet and after the first call was offered a (£99 call out fee) engineer visit. Glad we didn't as I called up a few days later and spoke to a different woman, who helped more with diagnosis and eventually got us sorted over the phone.

JuicyJesus

BT's customer service is hands down the worst I have ever dealt with with any company ever.

Thoroughly useless bunch.

sistafromanothermista

I always press the option for cancellations....... Funny I always get to speak to someone immediately

davidlizard

sistafromanothermista wrote: »

I always press the option for cancellations....... Funny I always get to speak to someone immediately

... and this person also happens to be English, not Indian.

oldagetraveller

As post 4. There has to be some way that they cater for people who don't have/use touch tone 'phones other than a speaking option to the automated system. After all they are allegedly a telecommunication company!
I still have and use a 1950's GPO Bakelite dial 'phone which is used more than a push button one and find that I get through to a human fairly quickly, by doing and saying nothing, after a few repeated menu options.

ses6jwg

Having had experience of dealing directly with large a number of utility companies on a daily basis I would have to concur with others in this thread and say BT are hands down the most incompetent bunch I have ever had the displeasure to deal with.

They make it impossible to speak to a human.

When you do get through, you can't understand them, they can't understand you.

Nobody seems to be able to do anything, you constantly get left on hold and passed from person to person.

It took half an hour on the phone to change some direct debit details after the automated system failed.

Awful company who I will never have anything to do with. I could forgive them if they were competitive on price but it bewilders me why anyone would ever have anything with them at all. Overpriced and !!!! poor service.