I think I made the wrong choice choosing BT?

markrb_2

The worse service I have ever experienced so far with any company has been with BT over the last 4 days.

After being with Sky for many years I thought I would try everything with BT.

Ordering online was not as easy as it could be. It may be me but just try ordering TV, Phone and Broadband and understand the difference between YouView and BT Vision and what channels you get with each level. I have BT Vision on YouView not a BT Vision box. But after the online order BT taking the money was quick, and the arrival of equipment was good.

I was told a engineer would visit and set-up the fibre broadband, setup the the TV and router.

The engineer arrived and installed a new BT master socket and fibre router then said thanks. After asking about the other equipment he said he doesn't work for BT and only does the fibre part. Also his training for YouView was not until next month so couldn't help with that either.

Whilst a little shocked I work in IT so had no problem setting up the BT Hub, Powerline adapters and YouView equipment myself but dread to think what less tech users might feel or be left with.

The next day the YouView box failed to switch on so had to power off at the mains which lost some recordings and other settings.

Saturday morning, Call 1 to BT support. Using live chat to get some help with my YouView box fault, they called me back and put me in a queue. After transferring me to the wrong departments, 3 times, I finally get to YouView support. After 75 minutes on the phone, various tests and a maintenance reset it never worked again so they will get somebody to call me back today to arrange an engineer. No call

Saturday night, Call 2 to BT support. Using live chat to get some help with my engineers visit and none returned call. They called me back and put me in a queue. After transferring me to the wrong departments, 4 times, I get told they would call Sunday. No call

Sunday night, Call 3 to BT support. Using live chat to get some help with my engineers visit and none returned call. They called me back and put me in a queue. After transferring me to the wrong departments, 2 times, I get told they need to call Monday. No call

Monday, Call 4 to BT support. Using live chat to get some help with my engineers visit and none returned call. They called me back and put me in a queue. After transferring me to the wrong departments, 3 times, I get told the call date was booked wrong and they need to call me Tuesday.

Seems the BT live chat has targets to close the chat as quick as possible so they just call you back and put you in a queue no matter the department. Having to explain to each department the problem every time just to get to the correct department was getting a little frustrating after 4 attempts.

I now wait for the 4th promised call back and this is just to book an engineer not receive one. So I will be without the system for 5 days before a call is received to book a visit.

Who knows when the engineer will visit and if he has a new YouView box.

So disappointed with BT support.

Kurtis_Blue

Cancel then.

macman

The Hub and YouView box are self install. Only the fibre modem requires an engineer install.
I can't imagine that an OR FTTC engineer will know the first thing about YouView.

markrb_2

Thanks for the replies.

Im happy to cancel but also happy give them some time to fix the problem. I thought it was worth sharing the experience I'm having with their support team. Had I known it was this bad I would not have changed suppliers but now I'm here I have no option but to see how it goes.

Self install is fine for me but just not what was explained during the purchase, and not for those with little knowledge in this area.

I have just had a call from a nice lady in Newcastle explaining they have no free engineer slots until the 8th of May, 26 days after the broken box was reported and diagnosed. Now I'm even more concerned than before. Whilst no TV is not so important, what if my broadband was down for 26 days!

Due to the delay they have agreed to send me some equipment for me to self fix/change which I hope helps. This is progress.

Kurtis_Blue

I just find it amazing, there no way I would put up with that, I would simply cancel and that would either motivate them or I would move on, not wait until I was stuck in a 12-18 month contract.

This is probably way customer service is so bad in the UK, people happily accept it.

markrb_2

As I understand it, since broadband and telephone are services, the distance selling regulations don't apply so I will still be charged for any services canceled early. So I may only cancel the TV and return the box and gain £5 per month, not enough refund to go back to Sky.

VisionMan

markrb wrote: »

As I understand it, since broadband and telephone are services, the distance selling regulations don't apply so I will still be charged for any services canceled early. So I may only cancel the TV and return the box and gain £5 per month, not enough refund to go back to Sky.

Not quite. As if the service they have sold you doesn't work and is not 'fit for purpose' then you can get out of your contract. With a full refund of all monies paid too.

macman

They are separate contracts.

BT_company_representative

Hi markrb

I am terribly sorry that you have had so much trouble with this, your experience makes for some grim reading.

I'll be happy to give you a hand with this and to stay in touch regularly so you know what's happening.

Could you send me an email via the contact form in my profile please?

Cheers

Craig

markrb_2

Hello Craig,
Thanks for your reply.

I am waiting for a new YouView box to come which BT initially refused to send without an engineer as they had to make sure I had not broken the original one. I guess with BT not having an engineer for 26 days they decided to send it anyway.

Once I get the new box I will let you know how I get on.

This still does not compensate for the terrible call routing, promised calls not being returned, and a 26 day wait for an engineer, but if it gets me working its progress.

My big question is if I had a broadband problem is this the same engineers and thus the same wait ?

Mark

markrb_2

A new box has arrived and is working fine. Surely they could have sent a box as soon as they diagnosed it has broken and this would have been the best support for a new or any customer ?

On a side note, when it did work the original box never played anything from 4OD, although other On Demand players worked, this new box is fine with everything. So if you are having 4OD problems it could be a faulty YouView box and not 4OD's issue.

I was told there would be something to send the old faulty box back in but nothing arrived but a new box so I need to phone again so I can send BT the faulty box. Wish me luck, unless you can help Craig ?

I really hope I dont have any other problems, this simple problem was turning into a nightmare, but now its solved.