BT I Had to Smile

tony6403

My broadband stopped working.
Rang BT and went through the recorded delays. After 14 mins I got cut off.
Very unhappy , rang them again and after 16 minutes I actually got through to a person.
I explained the problem (which I thought was caused by an Openreach bloke who that day had spent quite some time at the nearby distribution pole ) and was advised
" how do you expect me to know , I am in India "
You can't make this stuff up.

robin58

One of the reasons I hate BT, Indian call centres.

Gers

The other day I had to ring BT, got cut off three times. On my fourth call I somehow managed to get through to a call centre based in Wales. The customer service agent told me that now I had reached a UK centre my calls to BT would always be routed there.

Haven't called back to check!

fleshandbone

tony6403 wrote: »

My broadband stopped working.
Rang BT and went through the recorded delays. After 14 mins I got cut off.
Very unhappy , rang them again and after 16 minutes I actually got through to a person.
I explained the problem (which I thought was caused by an Openreach bloke who that day had spent quite some time at the nearby distribution pole ) and was advised
" how do you expect me to know , I am in India "
You can't make this stuff up.

I think the agent gave a correct and honest answer.

Did you try switching your router off and on?

Laz123

tony6403 wrote: »

My broadband stopped working.
Rang BT and went through the recorded delays. After 14 mins I got cut off.
Very unhappy , rang them again and after 16 minutes I actually got through to a person.
I explained the problem (which I thought was caused by an Openreach bloke who that day had spent quite some time at the nearby distribution pole ) and was advised
" how do you expect me to know , I am in India "
You can't make this stuff up.

It's probably the same call centre that phones up random UK numbers to gain remote access to pc's to steal data.

tony6403

fleshandbone wrote: »

I think the agent gave a correct and honest answer.

Did you try switching your router off and on?

You should inform BT of your views.
No doubt they will set up yet another recorded message giving out this useful advice.
BT would love to have customers like you.

Bogalot

tony6403 wrote: »

You should inform BT of your views.
No doubt they will set up yet another recorded message giving out this useful advice.
BT would love to have customers like you.

You could have received the same response from any call centre, overseas or UK. I used to work in a telecoms call centre, and customers would expect us to know everywhere an engineer may have worked on. We had no access to information that would tell us whether a certain cab had been worked on or not.

So yes, "how would I know I'm in India", could just as likely have been "I'm in Leicester/ Swansea/ Glasgow".

tony6403

Bogalot wrote: »

You could have received the same response from any call centre, overseas or UK. I used to work in a telecoms call centre, and customers would expect us to know everywhere an engineer may have worked on. We had no access to information that would tell us whether a certain cab had been worked on or not.

So yes, "how would I know I'm in India", could just as likely have been "I'm in Leicester/ Swansea/ Glasgow".

Telling the call centre employee about the local work was an attempt to provide what may have been relevant information about my loss of service.
It seems that it was of no use.
But it is unacceptable that nothing was done to try resolve or even record the problem.
From what you say it appears that this nonchalance is embedded in call centre protocol.

Sicard

Bogalot wrote: »

You could have received the same response from any call centre, overseas or UK. I used to work in a telecoms call centre, and customers would expect us to know everywhere an engineer may have worked on. We had no access to information that would tell us whether a certain cab had been worked on or not.

So yes, "how would I know I'm in India", could just as likely have been "I'm in Leicester/ Swansea/ Glasgow".

So we're in the age of advanced technology and BT haven't got the nous to set up a system to get up to the minute maintenance info. No wonder they use Indian call centres.