BT customer service

LouA

Hi All,
I am having a lot of problems with BT and feel like I have hit an impenetrable brick wall and wanted to get some advice from people that may have had a similar experience.
I was supposed to have my modem delivered on the 4th May but it did not turn up and I had to collect it from my local post office. On the 5th May, an engineer came out to my house (8am-1pm) and blew the fibre optics into my house. The line was supposed to be activated on the 5th May but this never happened. Over the next three weeks, I rang and re-rang BT to try and find out why my line wasn't activated to just be hit by the completely incompetent customer services team. They would arrange to call me but would NEVER call on the day they organised, even though it was a 12 hour slot.

After three weeks of frustration, I emailed the Chief Executive Gavin Patterson (gavin.e.patterson@bt.com), who repsonded saying that my complaint has been transferred to the Executive Complaints Department. They arranged to call me over a 48 hour period but didn't call. The following day I was given a personal point of contact who stated I needed two more engineers to get my line activated. There is no flexibility with this, no means to organise evening or weekend appointments. They repeatedly state how they can only accept what OpenReach say.

So in the end I have to take another two days off work and I have no confidence that the job will be done then. The first engineer apparently didn't complete the job he was supposed to and I was originally told I would only require one engineer.

I feel incredibly frustrated. BT have lied and messed me around and they are completely inflexible with organising engineers. I understand that the problem might be with OpenReach but I was told there was no point in contacting them as they wouldn't help me.

Please help, I feel like I'm drowning in the farce that is BT customer service.

Many thanks.

JJ_Egan

Blew the fibre optics ??? What does that actually mean .


You cannot contact OR only the provider can .BT do not organize the engineers they just put a ticket in to OpenReach .

Has this second appointment been and gone or to come ??

If you cancel your BT service then your new ISP still has to put a ticket in to OR .

You have gone to the very top of BT .

kwikbreaks

JJ_Egan wrote: »

Blew the fibre optics ??? What does that actually mean .

I'm guessing it's FTTP and requires a fibre feed to the premises,

hareng

Have you tried the online BT chat? Can be hit or miss.


Unfortunately customer service and BT cant be described in same sentence, many a time after 3/4hr on phone back to square one just reading through script.


If had an engineer visit 5 May, line in to property and sockets duly upgraded as necessary and switched on and checked.
If no modem they carry along with routers and would have checked or sorted out before leaving.
My case slightly different I was already FTTC for 14 months prior 5 years ago. Still had to pay the £35 installation but didn't use their router just the supplied modem you collected. In fact get better speeds approx. 5meg by not using their routers to Dlink but wont offer any support.

Sterlingtimes

Fibres are blown into ducts. This is a correct expression and relates to the process that is deployed.

Aced2016

There is no BT customer service at all. They have Indian call centres, who's staff are undertrained,poor English and generally don't care.

Reason I left !! I will only go with companies with UK based staff ! I can only suggest Twitter possibly or if you call cs press the option to leave, funnily enough the retention department is UK based. They can help you though !

JJ_Egan

Any BT customer with a genuine BT problem is advised to use their account help pages BT Members Community Forum . Post in relevant section a short non rambling post describing the problem .This may be taken up by UK based CS teams .
Though if its an Open Reach problem it can still take time but at least the problem is raised with the correct OR department via BT CS .

Zed13

Unfortunately be prepared for a long wait. It has taken BT 4 weeks to activate my broadband from the date I was given.

I think we should put pressure on BT and other companies to improve their terrible customer service and delays by providing evidence for the OfCom proposal to get this sorted out.

phillw

Zed13 wrote: »

Unfortunately be prepared for a long wait. It has taken BT 4 weeks to activate my broadband from the date I was given.

I think we should put pressure on BT and other companies to improve their terrible customer service and delays by providing evidence for the OfCom proposal to get this sorted out.

You should put pressure on them. However for balance, I just switched to BT ADSL from Talk Talk and the switch went without a hitch. The only annoyance is that the broadband switched first thing in the morning and the router didn't turn up until the afternoon, fortunately I found the settings to put into my old router so I didn't have to wait.

So it's not like things never go right, but when things go wrong then it takes ages. If problems were easy to solve then the switch would go through ok to start with.

Always complain if you have a problem https://www.bt.com/complain

JJ_Egan

Zed13 wrote: »

Unfortunately be prepared for a long wait. It has taken BT 4 weeks to activate my broadband from the date I was given.

I think we should put pressure on BT and other companies to improve their terrible customer service and delays by providing evidence for the OfCom proposal to get this sorted out.

But so few do actually bother to do that .

I take it you mean the Ofcom proposal re Open Reach rather than BT retail .