BT Mobile Aaaaahh!!!

MLHMLH

I cannot believe how bad they are! I'm having a nightmare with them.

Over 2 weeks ago I noticed that I couldn't get into WAP via my Nokia phone. I rang to complain as it wasn't the first time it had happened. After over 40 minutes in a queue I got through to their technical team who told me they were aware of it and they were "trying to resolve it, but couldn't give me a timescale". I asked if they were prepared to compensate me as this service never worked properly and I was told to speak to Billing.

She put me through - another 25 minutes later I spoke to someone who said it wasn't his area and he would put me through to the right team. He put me back into a queue for the technical team, but I didn't know this until I had waited another 30 minutes in a queue. I hung up when I realised I was through to the wrong area again and re-dialled 150 from my mobile (by this time I was almost out of battery). I got through to billing after another 20 mins in a queue and finally spoke to someone who promised that their 2nd level team would look into it and would call me (on my mobile) within 48 hours.

This all happened on Friday 24th September and guess what? After hours spent on hold, various e-mails (all of which have been acknowledged with a promise to reply in full within 48 hrs) I have heard absolutely nothing. They are a complete disgrace and myself and my husband (who both have accounts with them) have decided to terminate our agreement. If I cancelled my direct debit and failed to communicate with them, I have no doubt they would be calling me sharpish to find out what was going on. Maybe this is the only thing left to do in order to get their attention.

Fortunately our contracts expire in December, so we will be terminating - that's if I can get through to them to do that!

For anyone thinking of becoming a customer - don't bother. If you call their Sales number you get through instantly, but don't be fooled. They are obviously on a drive to recruit new customers, but they don't give a hoot about their existing ones and therefore have no staff manning these lines.

Does anyone have any bright ideas on how I can get them to actually call me!

soolin

I agree entirely!

I had a problem with my direct debit, took me weeks to get through to them and each time I got through they just said they couldn't help. Transferred me and cut me off.

I finally got through to an operative who tried to help but admitted he had very little training (even though he was working in billing) and hadn't got a clue how to access information on his computer for me. Promised me faithfully that someone else would call me back within 48 hours, trouble is that was about 4 weeks ago.

I have e mailed about 10 times and even sent two letters by snail mail. To date I have received one e mail in return that thanked me for my feedback and apologised that they are experiencing a high level of demand and are currently expanding their staffing levels. They hoped I now had a full response to my enquiry...that was all I ever got from them.

Soo

trisontana

I have had exactly the same experience with BT Mobile. For probably the major communications company in the country you would think you should be able to talk to them!

I have waited a very long time for anyone to answer the phone and then it is the same story about not being able to help. I asked if I could speak to a manager about the long delays in answering the phone . I was told they were very busy but , if I left my details someone would contact me " in two or three days" . Of course no one ever did get back to me . I have also written a letter to the head of BT mobile ( vie BT's central mailing office in Newcastle ) but as yet , after nearly two weeks , no reply has been forthcoming. My contract ends in December so I will give you one guess what I am going to do then. What a shambles of a company!

trisontana

I have still not received a reply to the letter I wrote to the head of BT Mobile on October 11 . This not only bad business practice but the height of bad manners. Do they want to keep customers or what? I suppose once they have conned people into signing up for the 12 month contract they just lose interest in them as long as the money rolls in .

Well only 5 weeks to go before I cancel my contract . I only wish I could get out of it sooner. Because I want to change over to Pay As You Go I am switching to Virgin Mobile who have just been voted the best PAYG provider , especially regarding customer service.

trisontana

Things do seem to be getting better ( sort of ) . I rang on Wednesday and asked to speak to someone in charge. I was promised a return call within 24 hours. In fact they rang the same day but my phone was in a bad area so they left a voice mail promising to ring on Thursday. No phone call then so I rang today to speak the person who had left the voice mail. He was not there but came back to me within the hour. On both days my call ( via option 9 ) was answered immediately.

So at last I was able to speak to a manager to ask him about the very long delays in answering the phone when I tried three weeks ago. He admitted that they had had a severe staff shortage but , after recruiting and training , the calls waiting to be answered had fallen on average from 50 to just 1 .

As I said above , things should be much better now. I am still ending my contract in December , mainly because I want to switch to PAYG and BT do not have this option. So when I cancel my contract and ask for my porting code that should not be too painful.One last thing though , I have still not received an answer to the snail mail letter I sent on October 11.