BT - The worst company ever?

Chelseafan237

I choose to go with BT because I belive in supporting' British' companies - but why is it that BT are so bad.

Bad service, bad customer service, automated phones, unhelpful, uneducated call cetre staff, inadequate excuses....

When you have new phone instalation booked for 5 weeks, you would think...

'they will do all the relevant external work before they come to see me, they have 5 weeks toget it done, that will be fine'.

...but NO!!!!!! I take a day off work, lose money, keep my fingers crossed but BT dont turn up. Even though they sent me approx 20 emails reminding me to be in that day. Worst of all, they dont let me know! I have to call them and ask them where they are after they miss the allocated slot!!! All because they hadnt got the external cabling complete, NO EXCUSE!!! They had 5 weeks from the day I placed my order.

And they wont even offer me compensatin because my servivce isnt live, well durrrrrrrrrrrr, my service isnt live because your engineer didnt turn up!!!!

BT - dont go there. Support the corporates like Virgin or Sky.

NImountainMan

couldn't have said it better. Did you go elsewhere as im tempted to tell them to shove their order?

friends have told me to go elsewhere e.g. sky/virgin and they will get BT to do there work faster than what they do with there own customers.

Chelseafan237

To be honest if I cancel now it will be even later than what it should be now.

They are now telling me they will call me on the 27th March to arrange a new appoinmtnet and will aim to get one within 5-10 working days. They must be joking?

I booked it in 5 weeks ago, thinking they would have everything ready to visit me and set me live. What the hell could they be doing that will take them up to another 2 weeks (from now to the 27th plus the 10 working days it could be). Thats 7 weeks in total from when they took omy order... If they cant service people, then they shouldnt make it available to me. I would have rather they'd told me that I cant have broadband for 6 months so I know to go else where.

The funny thing is, they do nothing to help you other than say sorry for the inconvenience when I call them to try an resolve it. You'd think they'd do what ever they need to do to get me live asap. Especially as I paid for the line rental 12 months in advance and i guess im probable paying for the service already (they sent me a bill already).

I really hope they can offer me compensation because at the moment, they are costing me a fortune!

NImountainMan

That's a total disgrace that they are charging you for a service which is non existent, they thankfully haven't charged me yet because as far as I can see they have done nothing and I placed my order in November.

I feel your pain, with the "im sorry for the inconvenience and I can understand your frustration" its all I seem to hear from them. its so patronising knowing that they are just reading that from a check list.

They need to offer the likes of ourselves substantial compensation as taking time off for their imaginary engineers to come and then not appear is not on.

BT_company_representative

Hi Chelseafan237 and NImountainMan,

Sorry you???re having problems. I can take a look at these orders for you. Drop me an email with the information. Contact details in my profile.

Cheers

David

Chelseafan237

BT have still failed to contact me on every occassion and I am no closer to being installed with a phone line.

I have had to call them ever time to get an update.

Th last thing they have told me is that they are waiting for approval fro the local authority to put traffic lights in place to do the external cable work. This seems unlikely as my neighbours are all live with their phone lines? Surely BT aren't stupid enough to install everyone elses line except one house? Or is this a blatent lie?

Tried contacting the BT representative above but have heard nothing!

Absolute shambles.

Chelseafan237

Unbelivable!

I have now been allocated a dedicated case handler, however, I am still in the same position after a week of her being allocated.

She has phoned twice, which is a change for BT, but both times, it has been to apologise that she has no update for me?

Surely, now I'm best off cancelling and going to Sky or Talk Talk?? Only issue here is that I paid the line rental 1 year upfront so it will be a mission to get it back.

Does this count as theft? Taking my money but not providing a service...

Heinz

Changing providers will just put you back where you started - because they all have to use Openreach to do the wiring etc.

I like the joke about theft though.

gaeanbeau

We've been subjected to the most appalling customer service ever for the past months like you guys. It's been 4 months of internet connection issues for us and we still tried to resolve the situation even though we've been lied many times but the worst was these past 10 days when our broadband service turned from 5x a day of drops from the start of the connection (bearable) to every 4-5 minutes since 10 days ago (unbearable).

The reasons given to us was first there is problem with our exchange, then there is a fault in our line and they sent an engineer and that the engineer worked on it and did some adjustments but the problem persisted. The following days they said they are still fixing the exchange and then the next day they said it was a network problem and when I asked to talk to the cancellations team, I was told that they need an engineer's note that there is a fault and that they are unable to fix the problem for them to cancel my contract without the cancellation fee...so I asked to talk to the assigned department so I can make them put the note. I was passed back to the technical team who said they never put notes like that and so I asked why and why would the cancellations team ask me to get the note if it's not possible anyway. The guy said it just doesn't happen, they never did and will not do it. I was very upset at this point for being duped and felt treated like an idiot. I told Andy of cancellations team about the impossibility of the engineer's note and he answered sarcastically 'that's right...it is not going to happen because we never say we can't fix the fault'...I could not believe that this BT personnel can proudly say to my face that he made me stupid & with so what effect on his voice... The provocation raised my voice slightly when I said 'do you realize that I am your customer' and his answer to me was 'you are the customer I know but you have no right to abuse me' I was like WOW this guy was claiming that I was abusing him because I stood my ground or he was playing the game that he is so used to do (is this how BT train their staff so they can continue to scam us customers?) and he even had the guts to tell me that if I cancel I will be charged a fee for breaking the contract!

I decided to ask for his manager because I realized we are not resolving the situation and he will continue to stress me out so he can say I am an abusive customer...he declined to put me through to his manager so I asked for the information of BT complaints procedure and he said there is none! I said I suppose I'll bring this case straight to the ombudsman and he sarcastically said ' go ahead - I am sure they won't help your case because our technical team made a note that it is a network problem'. Every suggestion I put forward was just basically blocked and he declined to help in all directions. I hang up on him at that point.

Then today a technical team called and was told that they wanted to check my connections...they did another test and they found the fault to still exist...they claimed that the network problem was fixed today and the next step will be to send an engineer. An engineer's fee (I heard 199.00) will apply. We asked that they send the engineer but on their expense, the technical team won't book the engineer if we do not agree for the fee. I passed this Rahul guy to my husband because I don't want to ruin my day again. My husband explained that they can book the engineer but we will dispute the fee if they charge us. He declined to book the engineer and argued that if we are sure that we are not the cause of the fault then we should agree to the fee because we will only get charged if the fault is in the wiring of our connections inside the property. My husband said it is not about not sure about our not peddling with the wiring but it is about BT's TRUSTWORTHINESS. We are sure that the connection is unblemished because sky did the rewiring few months ago and we never had any issues with sky connections from the start to the end...the only reason we moved to BT is because of the offer for BT Sports that we picked up from our mailbox. The guy hanged up on my husband.

I can't believe the amount of stress I've put myself and my husband into. I am an online reliant student with looming exams in the next few weeks (missed 2 weeks of my revision already) and a husband that relies on internet to make a living. I just don't know where to go from here.

Can someone give me an advice what steps is best to take? Thanks!

BT_company_representative

Hi gaeanbeau,

I'm really sorry about the fault with your Internet and the service that has been provided to you when trying to get this resolved. If you need any assistance getting this fixed please use the contact information under my profile to send over your details.

Thanks

Neil

Fruit_and_Nut_Case

BT_company_representative wrote: »

Hi gaeanbeau,

I'm really sorry about the fault with your Internet and the service that has been provided to you when trying to get this resolved. If you need any assistance getting this fixed please use the contact information under my profile to send over your details.

Thanks

Neil

But why should gaeanbeau have to go through this behind-the-scenes procedure with you? Shouldn't the normal procedure have worked already?