Appalling BT customer service

Crickp

We decided at the end of Feb to switch from Sky broadband to BT as our speed was so poor. The first engineer appointment was booked for19th March- they didn't turn up. When we enquired they said they were finding it harder than first thought to put the line in - fine we thought, at least they were working on it. The next engineer appointment was booked for 5th April - they didn't turn up. Then the next engineer appointment was booked for 11th April - guess what, they didn't turn up. But here is where it gets worse. Not only did they not turn up, they informed sky they were taking over , so sky cut us off and BT have not made the line live. I phoned up yesterday and they said the suppliers were waiting for the confirmation that this was a single line in not an additional - we have confirmed this 3x over the last month. I was told that BT would phone back the next day to tell me 'what was happening' and when I asked whether this meant the line would go live they admitted they did not know when this would happen. I have just had a major operation and my husband was planning on working from home, when he can, to look after me but with no internet he can't. My emergency app to my husband in case things do go wrong relies on Internet, and my phone connection relies on internet . My husband tried to phone BT last night, after finally getting through and giving his details he was promptly cut off! This customer service is absolutely appalling- I cannot believe that such a prominent company can treat its customers so poorly - they just don't seem to care. :mad:

Undergardener

Hi Crickp
sorry to hear about your experience with BT. I too have had very poor service but at least my line is active and running ok.

My complaint is about them honouring their promise to send love2shop vouchers in relation to a broadband deal i purchased through MSE in January. I got the mastercard loaded with £75 ok but for the love2shop voucher I have had to make two formal complaints. With the first complaint at the beginning of march I was told I would have to wait a month. I have just complained again and told I would have to wait another five days for them to investigate. It would appear they rely on apathy to get away with not having to pay out. Again not the service you are entitled to expect and does'nt encourage me to stay with them.

The other question I have is, as a new forum member, how the heck do you post your own message to start a discussion. I don't find the site that intuitive and the videos don't show one of the first things I would have thought a new member may want to do. Sorry if I have missed the obvious. I emailed the MSE team about a week ago but no reply.

Any help appreciated.

abc123456

I totally agree, BT has the worst customer service in the UK and getting worse.

My "best" appalling interection with BT was when I phoned them (Indian Call Centre) to complain about the poor broadband service to be told that they could not take my call at the moment as "they were having the office painted! " :rotfl:

I have had cause to call them many times in the past few months due to the very bad broadband service as well as the multiple "energy sales calls" daily (despite being on the telephone preference service(waste of time)). Using the Live Chat, a 20 second question usually develops into a 40 minute to and fro of irrelvant questions and delays.

Phoning them (if you can find the contact number within 5 minutes of looking on their website) is just as bad with long queues that never seem to answer.

All in all, BT Customer Service is absolutely rubbish of the highest order, but with no competition for land line rental etc......what can the consumer do?

JJ_Egan

The other question I have is, as a new forum member, how the heck do you post your own message to start a discussion. I don't find the site that intuitive and the videos don't show one of the first things I would have thought a new member may want to do. Sorry if I have missed the obvious. I emailed the MSE team about a week ago but no reply.


NEW THREAD top left.

Rubidium

Crickp wrote: »

We decided at the end of Feb to switch from Sky broadband to BT as our speed was so poor.

If your speed was so poor, you should have tried to resolve this problem with Sky before deciding to switch because the problem could be your wiring or the line to the exchange and a new ISP will similar - BT broadband may even be worst than Sky LLU broadband.

iniltous

Crickp wrote: »

We decided at the end of Feb to switch from Sky broadband to BT as our speed was so poor. The first engineer appointment was booked for19th March- they didn't turn up. When we enquired they said they were finding it harder than first thought to put the line in - fine we thought, at least they were working on it. The next engineer appointment was booked for 5th April - they didn't turn up. Then the next engineer appointment was booked for 11th April - guess what, they didn't turn up. But here is where it gets worse. Not only did they not turn up, they informed sky they were taking over , so sky cut us off and BT have not made the line live. I phoned up yesterday and they said the suppliers were waiting for the confirmation that this was a single line in not an additional - we have confirmed this 3x over the last month. I was told that BT would phone back the next day to tell me 'what was happening' and when I asked whether this meant the line would go live they admitted they did not know when this would happen. I have just had a major operation and my husband was planning on working from home, when he can, to look after me but with no internet he can't. My emergency app to my husband in case things do go wrong relies on Internet, and my phone connection relies on internet . My husband tried to phone BT last night, after finally getting through and giving his details he was promptly cut off! This customer service is absolutely appalling- I cannot believe that such a prominent company can treat its customers so poorly - they just don't seem to care. :mad:

Perhaps you could clarify something, did you migrate your Sky service to BT (if you did why was an engineer visit needed) or did you intend to keep Sky and have a new (BT) line, then get rid of Sky when the BT line was established ?
When you contacted BT was it on line or phone, if it was a migration (takeover of the existing line) were you porting the number from Sky or getting a new number ?
It almost seems as if you ordered a new line, the existing 'line' was in use with Sky and there is no extra capacity to get you a second line, then Sky have ceased your existing service with them, so you end up with nothing..if that is the case it would become who is responsible....did BT order you a new line, when you wanted a migration, or did you (mistakingly) ask for a new line instead of a migration, if you have the original emails or letter you may be able to tell, if it's just a case if remembering what was said on a phone call it may not be easy to tell where the error was

iniltous

abc123456 wrote: »

I totally agree, BT has the worst customer service in the UK and getting worse.

My "best" appalling interection with BT was when I phoned them (Indian Call Centre) to complain about the poor broadband service to be told that they could not take my call at the moment as "they were having the office painted! " :rotfl:

I have had cause to call them many times in the past few months due to the very bad broadband service as well as the multiple "energy sales calls" daily (despite being on the telephone preference service(waste of time)). Using the Live Chat, a 20 second question usually develops into a 40 minute to and fro of irrelvant questions and delays.

Phoning them (if you can find the contact number within 5 minutes of looking on their website) is just as bad with long queues that never seem to answer.

All in all, BT Customer Service is absolutely rubbish of the highest order, but with no competition for land line rental etc......what can the consumer do?

There are lots of providers that can provide you with line rental, and if you needed customer service, your enquiry would be dealt with by that company not BT, and it's been like this for many years

micky2phones

Hi folks

Can anyone answer my question please.

If BT renew my BTTV contract does that mean my contract for
Broadband has also been renewed ?

Thanks

kwikbreaks

My guess is that the two products are sold through a single contract. Why not call BT and ask if you are still in your minimum term?

micky2phones

kwikbreaks wrote: »

My guess is that the two products are sold through a single contract. Why not call BT and ask if you are still in your minimum term?

Thats easy said then done, i have been told lots of things from BT
which turned out to be untrue thus wanted answer from someone else, but i do thank you for your input

JJ_Egan

Use the chat feature then you have a record .