Anyone experienced bad customer service from BT?

jumarsaro

I recently applied to transfer phone and internet to BT and booked a time slot about 5 weeks in advance. Engineer didn't arrive within time slot, nor after telephone call to them. Telephoned again and told someone would ring after weekend to arrange new date...!! Then engineers arrived at 3.45pm instead of between 8am and 1pm. BT offered me £10 compensation and don't understand that my argument is if I hadn't have rung them twice on day of installation I'd still be waiting and find this service particularly to a new customer particularly bad. Am I wrong for refusing the compensation and what can I do now to make them listen to me? Or am I wasting my time?

brewerdave

If you search thru online telecoms forums you will find an enormous catalogue of complaints about BT,specifically about their "installation & maintenance" wing,Openreach. :eek:
You have done EXTREMELY well to get a visit on the right day even if the wrong timeslot. There are many people who have had multiple no shows for either installations or repair visits and no offers of compensation either!!!!:)

NImountainMan

Your really lucky to have had them even call on the specified date.

I'm waiting 4/5 months now for new connection, yet to see anyone from BT or their network guys. shocking customer service, seem to care only about large business's rather than everyday people.

Gordon_Hose

Who were you porting your number to BT from?

jumarsaro

I was changing from talktalk as our internet connection really slowed from about October last year and all talktalk wanted to do was charge me extra for a faster service when it worked really well for years! Husband wanted to go to BT to have BT sport.

My issue with BT is that if I hadn't have kept contacting them on the day I'd still be waiting and they think offering £10 for messing me around and wasting my day is OK!

Gordon_Hose

I'd question if an Engineer visit was required at all. You already have a working line at your property, all the work would have been at the roadside cabinet and exchange.

In all my years of having ADSL broadband I've never had an Engineer visit my property when changing provider. The only time an Openreach bod came out was when I took a brand new service in a new build flat and they had to check the socket was connected up correctly, he was in the flat less than 5 minutes.

ChrisD58_2

Commiserations, I'm currently having my own futile battle with BT about a fraudulent charge laid at my GF's door. The outcome looks like they will likely drop the original charge but offer no explanation and instead charge MORE for other dubious work in its place... BT seem to operate outside the rules with impunity and the only recourse other than their abysmal CS or OFCOM (once you've exhausted the BT channels) is to pass on the word as widely as possible. Social media is the common mans friend.. FB and Twitter etc are very powerful tools and frankly in my experience BT deserve the terrible reputation they're getting. BT will only give a darn when customers vote with their feet!!

Normalconsumer

I have today received the most deplorable customer service from BT. I ordered the new Home Hub 5.0 at a cost of £45. The BT website demanded my BT account number prior to ordering therefore knowing which type of broadband account I held. Apparently as a non-Infinity customer the Home Hub 5.0 is incompatible. Although BT was aware of this they happily accepted my payment and upon complaining they said and I quote "THAT IS BUSINESS"! In addition they have point blank REFUSED TO REFUND ME. Do not purchase a home hub 5 unless you have Infinity. Indeed, do not use BT period. What shockingly poor customer service. I am utterly offended by how they have treated me as a customer. I shall be cancelling my service with immediate effect and shall seek both refund and compensation. Deplorable.

anotheruser

You have tried the hub 5 haven't you?

Virgin Media say their Homehub 2 doesn't work with the 30Mb BB but it's working fine on my connection

Jakg

anotheruser wrote: »

You have tried the hub 5 haven't you?

Virgin Media say their Homehub 2 doesn't work with the 30Mb BB but it's working fine on my connection

http://bt.custhelp.com/app/answers/detail/a_id/13744/c/

The Hub 5, Hub 4 and Hub 3 will also work with normal (ADSL) broadband. So if you later move to an area that doesn't have BT Infinity, you'll still be able to use it.

Mynxmox

I understand from my neighbours that in my area it is best to go with BT broadband to get best signal. I was hoping to take out a short contract as I plan to move in a few months. So, if I do go with BT, can I take the whole service with to the new address? Do I keep the same landline number? Is there a charge from BT when I move? Thanks