BT Rant.

Bantex_2

Been with BT for years, always been very good. Had the odd problem with broadband but always sorted out within an hour or so.

dodger1

warehouse wrote: »

Well done. BT are great when everything works, but pray to high heaven you don't ever get a problem with your line because then you will understand, because anyone who has can sympathise totally with the OP.

My own simple fault, (a tree rubbing the cable which I pointed out to the first engineer), took 4 visits and literally 8 hours of phone time. The moment they fixed it I cancelled my line and broadband, (luckily contract had ended), and went with Virgin. BT customer service for problems is appalling, utterly appalling and they simply don't give a ****.

Good luck OP.

But that's the same for all the providers. Just google broadband complaints and you'll see endless problems with every company.

Jakg

sparkychris wrote: »

Phone operator told me there would be a £130 charge as they could tell from the other side of the planet that the line was working perfectly and the problem was definately within our boundary.

I had the same situation - lost internet for an evening and when it came back up it was suddenly a quarter of the speed (8mbit -> 2mbit).

I went through the same script several times, until an engineers visit was scheduled. 2 days before he was due to arrive I get a text saying "our tests are showing an internal problem [...] Remember if the problem isn't with BT equipment there will be a charge of £129.99".

At this point I was a bit surprised - I've done a test from the master socket, theres no extensions in use, theres only one router and a phone. I called them and it turned out that "our tests are showing an internal problem" actually means "our tests cant find a problem" which they've interpreted as "...so it must be your fault". I wasn't very happy that there was a fault they couldn't find or fix, and that somehow that means I owe them £130!

The very next day I get a text saying "This is to confirm that your broadband should now be resolved" out of the blue. No explanation of the fault.

I've been happy with BT in terms of cost and service when it works - but my experience with their customer services was pretty dire.

dotdash79

A few things which might explain why the service is so bad.

BT Retail buy services from BT Wholesale who use BT Openreach to provide the service from your hose to a handover point (normally in your phone exchange or a parent exchange).

Any faults with broadband can't be progressed if there is a line fault, so the priority is to fix a line fault first. These engineers are contracted out for residential customer to few companies. The contracted engineers are paid a bonus based on closed jobs.

due to the number of products BT openreach offer and the complexities of offering them a line engineer will be different to a broadband engineer to a fibre engineer. If OpenReach can either cross train people or manage the scheduling of more than one engineer to arrive in sequence then the service you will receive will be poor.

Unfortunately other providers have to also rely on OpenReach which frustrating.

SeduLOUs

I hate BT and intend never to go near them again. I had a similar problem when I moved house and the line wasn't connected for over 3 months.

I could never get anywhere with the advisors, and always had to be promised a manager callback, but the manager insisted on calling me on the landline number that wasn't working.

They then happily billed me for the line rental for the 3 months, and not only that, they actually double billed me for it and I had to spend over an hour on the phone from my mobile to get it resolved.

Never. ever. again.

InfinityOfSuffering

Thinking Of Switching to BT from another provider? Read My Story.

- On the 24th June I fill in an online application to switch from Talk Talk to BT, I want BT Infinity, arranged for 9th July, all good so far.
- I get my router as promised.
- On the 9th I get cut off.
- Nothing from BT, no text, no phone message, nothing.
- I then get my BT order cancelled.
- Then BT advise via text that I will be contacted with a new date on the 17th July, and also the 22nd July. I have no new date.
- Yesterday I was informed that I could not keep my old number, I now have to have a new phone number, the soonest they can now "fit me in" is the 5th of August.

I e-mail BT residential services every day, they have ignored my mails every day, they don't even bother responding to me. It's actually making me ill.

That's almost a months disconnection. I don't even know if they will fix it then.

Graciously, I understand that they are prepared to waive the £130!!! reconnection fee.

Still thinking of switching?

Laz123

BT are a shadow of their former self. I'd never use them again.

My advise - go with Plusnet, no problems.

macman

You are aware that Plusnet is a BT Group company (though, merciifully, still managed independently)?

dodger1

Only been with BT for around five months but up to now including the change over it's been nothing less than perfect.