BT Sport on Sky

andyb4585

I doubt if anyone else has had this problem, but this is my complaint to BT Sport. apologies, it goes on a bit....

- - - - - - - - - - - - - - - - - - - - - -- - - - - - - - - - - - - - - - - - - - - - - - - -
I am trying to activate my viewing card to enable me watch BT sport on my TV. I initially phoned on Wednesday at 7:50pm, unbeknownst that the department closes at 8.00pm which I spent 2 mins detailing the problem to an advisor and getting put on hold for 8 mins, to a different department which closed at 8.00. The advisor should of obviously known this. Fantastic service from the get go!

I then phoned again on Friday, detailed the problem, spoke to about 3 different advisors, overall about 45 minutes on the phone until I was cut off. I was expecting a phone call back, considering I was in the middle of call, you had all my details (confirmed my landline number etc at the start of the call) and my problem still wasnt resolved.

I left it an hour and tried again. Once again, I spoke to about 2 different advisors (one was an american lady, I didn't catch her name) who was helpful and managed access my account and understand the nature of the problem. another 40 mins with her going back and forth to different department, I was then transferred to the Customer Option Team at 7.50pm, prior to this I checked that they didn't close at 8.00pm, which she assured me they were open until 9.00pm, and so I sat on hold for 10 mins. When 8.00pm came round i got the message that they were closed. The orignal advisor came on an apologised to me saying that the information she had said they were open til 9.00pm. At least she apologised.

I have phoned up today, been passed onto BT Sport Ordering to be told that I have BT Sport, passed on to BT Sport Technical help, been told that I don't have BT Sport and passed back to BT sport ordering. Everytime I have asked them to check the account notes! It's all in there! The advisor then spoke to someone in the Customer Option Team who said they were looking at it and because it was the weekend it was likely that they would call me on Monday, the original advisor passed this message to me from the other department, they didn't have the desire to tell me themselves. Excellent customer service?

I must say all, apart from the first call where I just got put on hold until the department closed have tried to help and all advisors have been polite, even if they didn't take the time to understand the full problem and read the notes.

The problem, as far as I can make out is that I have 2 broadband orders (signed up on July 2013) and that this is causing the problem with getting it on Sky TV. How, is beyond me.

Considering its supposed to be able be dobe onlline, and following calls of over 3 hours I have to say I'm totally frustrated. I wanted to watch the Norwich vs Aston Villa game today and now it looks like I won't. Don't mention watching it online as my internet is that slow that I get from BT, far worse in comparison than when I was with sky.

BT sport was one of the main reasons for joining BT, I also thought that BT Broadband was slightly better than Sky. However, with the broadband being pathetic (less than 0.5Mps download, 0.10Mbps) I am not getting what I expected or was told I would get from BT as before I placed the order I was told 3-7mb. Which when run now, also tells me I would get between that speed.

I also signed up in the period where HD was offered free, but I was told last night that they wouldn't be able to honour it. For what reason is beyond me.

All of these problems are questioning my decision to continue with BT as the service is so poor (broadband speed , and the customer service, although polite has been dire.

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Due to the total crapness of BT and my broadband speed am I able to cancel if it comes to it? They aren't providing the service they initially stated I would have, poor customer service and not honouring the deal that I bought into at the time, is that justification enough to cancel? It's not like I haven't been on the phone enough to them to make it right!

Thanks for any responses. Rant over.

BT_company_representative

Hi andyb4585

Send an email using the contact us information in my public profile, I can have this investigated for you.

Thanks

Stuart