bt mobile absolutley rubbish customer service (merged)

bindiboo

has anyone else had expereince with bt mobile customer services. I got the t610 on bt from mobileshop about 4 weeks and rang up on the day i reecieved my phone with my pac code to port my number. I AM STILL WAITING FOR MY NUMBER TO PORT OVER.:mad:

I have rang them 4 times and firstly the people that answer the phones have terrible grasp of English. (Propbably overseas call centre!!!) One lady could not even explain what the problem is as she didn't know how to translate what she wanted to say in English. The last time I called the chap had a distintive Indian accent and I asked him where he was from. He told me he was from the Punjab. As I am Punjabi myself, I continued to explain the problem to him in Punjabi to help him understand. BUT I AM STILL WAITING:mad::mad:

I have sent a email of complaint to BT today and have threatened to cancel my contract as they have failed to port my number.

payless

I always seem to get Irish call centre

took 2 calls and 4 complaint emails to get their error on new contract tariff sorted

tok 3 attempts to get a number ported to BT
--

On another contract in my family they promised to get roaming added, but the phone (triband) would still not work whilst on holiday

Been on hold for ages today to get a PAC to port this one away

ianto_2

Where shall I start...
Needed to phone china recently - phoned 150 etc, and spent 30 minutes before getting through to an "adviser". Asked for rates for china - was told he didn't know! - Could he find out for me? - No he couldn't; Could I speak to his supervisior; No there was no one there - told me to check on website; told me he couldn't give me details cos it varied! - Could he give me approximation - no cos he wasn't allowed to. In the end after going in circles he agreed to get some one from resolutions to ring me when I said I wanted to complain!

Lets think about this

You go in to shop to buy a loaf of bread - they have it there - they will let you take it away, and then they will invoice you the price!! Hmm..

Somebody rang me at home to tell me they would get back to me within 48 hours - didn't hear from them !

Meanwhile phoned china..browsed on web later to find a document of all charges.

This is the interesting part - BT mobile have instructed their staff not to give out any prices for international rates on the phone(was told this by another "adviser" - see later).

The charge is £1.40ish/min - china has one of the the lowest international calling charges in the world - it is often cheaper to phone china than america - on landlinelines it can be as cheap as 2p per minute. Any way put this down to bad experience. Total time wasted 45 mins.

Phoned 150 to tell them I wanted to terminate my contract when it ended on sept 3rd.

Told me I couldn't do this as it was august and would need to phone on 3rd Sept.

Again 45 mins on phone just to get through. Again some one from resoulutions would ring in 48 hours. Again no call back Rang again wasted 45 mins again.

On 2/3rd sept spent nearly one hour on phone just to get through to adviser, and arrange pac number etc..

Went to the pac porting dept in 2 mins - they told me I had to speak to a different dept 50 mins on phone - gave up

Phoned pac porting again told I wanted to complain again asked to get a call back

Did get call back - explained my problems - told me couldn't have pac number and terminate as termination deleted pac number - would have to stay on contract 'till I had found a new phone supplier. Asked why I wasn't told this in august - Told me I probably didn't ask. Told them to stuff the contract; didn't want the pac, and terminate my account.


When mentioned the china episode told me they had instructions from management not to give rates over phone - even though it is available on net. He would take this up with senior management. It strikes me that bt mobile are doing this to fool the customer - take them for a ride; their customer service is terribl - esp waiting on hold.

Their "resoulutions" team do not resoulute!

I would not reccomend Bt to anyone.

Have another contract with orange who are superb compared to bt.

PS anyone know any good offers with free line rental on a different network?

Deef1

SOMEBODY ELSE SUFFERING @ THE HANDS OF BT MOBILE
(Posted this the other day on the Vent,Bent & Heaven sent Board. Not many people looking @ it so i moved here but it was deleted... here's my original post.

BT Mobile - Terrible Customer Care!!!

My wife has had problems with BT Mobile from day one, was wondering If she is one of the 'unlucky few' or is it a 'isolated case'...LOL!

1. Delivered phone within 2 days, took 2 weeks and 6 phone calls @ 1/2 an hour to an hour per call to transfer her existing mobile no. via the pac code, she was told on 3 occasions that there was no record of this.

2. First Direct Debit came around and failed, according to BT, because of 'insufficient funds'(there was plenty), spoke to our bank, they said 'we have no instructions'.

3. Second Direct Debit comes around the same happens again even though we were 'assured' that this problem had now been rectified. Got a phone call on the mobile from BT saying that this was in breech of contract!!! and there was, again, not enough funds in our account and had to pay over the phone via visa from the account that didn't have enough funds...ha..ha..ha..!

4. While this was going on my wife wrote a letter of complaint to BT Mobile asking them to explain them selves and there total lack of customer care, we sent the letter via recorded delivery.... no response.

5. A few weeks went by, nothing, so another letter was sent asking them to address the issues raised (via recorded delivery) and to respond to the first letter....what do you know....no response.

6. Having heard nothing from BT's correspondence team, we decided to e-mail them....as yet we have heard nothing!

This is just a brief insight in to the past 4 months with BT Mobile (my wife could go into it chapter and verse).

Their telephone staff have no idea how to conduct themselves, you have to push the conversation in the 'right direction' to get any sort of result (good or bad). The 'Managers' obviously no idea about 'managing' because if they did their staff would be on the ball and nobody wants to talk to the 'CUSTOMER'
because they might have to answer some questions that they haven't got a scripted answer.

All in all i wouldn't pay them with the holes in polo mints.

Are we the only ones with a bad experience of BT Mobile, would be VERY VERY interested to see what other BT Mobile 'contractees' have to say, good or bad.

Please have your say.
Deef1

Deef1

Quick Update,

Got e-mail yesterday from BT 'very concerned' they said....can we send a copy of the letters...so we sent them as attachments via e-mail...created in Microsoft Word...waiting for response stating that they cannot open them because they dont have Word on their system, because they have just moved to new and improved premises out the back of dissused pig farmers shed!!!

We will see

Please, please, please, people, lets try and get some momentum going on this one to try and sort BT Mobile out, maybe Martin has something to say about it if enough of us moan.

bindiboo

had email yesterday saying porting in team would contact in 48 hrs

lets see:think:

g4_josh

I have also had problems with BT mobile. Customer support is useless. The best and only way to get a problem sorted is to deal with the High Level Customer Complaints Department. Its like the magic trick department of BT Mobile because everything gets sorted instantly! The number to phone is 0800 545 458 or 0800 328 7103 (One of these numbers is now the BT broadband complaints department but once your through just ask for the mobile department). I was in fact the first person ever to complain about Bt Mobile and they had to set up a complaints department for me!

Good luck for any current BTmobile customers. My contract ends next month and i'm running away as fast as i can!

alicechung

Same here, having problem getting through to the porting department, was in queue this afternoon for over half an hour, gave up at the end. My 12 months contract expires today and I want to leave BT network hence ringing them for a pac code as I wish to keep the same number to use with another network. Guess I will have be more patient and call them again. Anyone requested pac code from BT before please advise of the procedure. Thanks.

beebee

Just to prove there are two sides to every coin--Called BT Mobile this morning, with some trepidation, having read the previous posts, got through after only 12 minutes and the Irish chap I spoke to was very helpful---Requested a pac code and he gave it to me there and then. I intend to take up the Mobileshop Sim only offer in a couple of weeks time when my current contract runs out and he explained that I couldn't port my number as I was continuing on the same network. Suggested the only way round it was to use the pac code and port over to PAYG then port it back to my new BT Mobile contract.

bindiboo

btmobile DID NOT RING ME THEY SAID THEY WOULD DO SO I RANG THEMand they said that my number would be ported over by 12pm. At 1pm still not ported so rang again to be told that it was being processed as we speak and to allow til the end of fri or sat morning. was told to ring back sat if not done

GUESS WHAT, STILL WAITING??

GONNA TO RING ON THE COMPLAINTS LINE AS POSTED HERE PREVIOUSLY

bindiboo

rang them again to be told that they can not access information on saturdays and would not explain why my number has not been ported over.

I HAVE NOW EMAILED A VERY HEAVY WORDED COMPLAINT AND HAVE GIVEN THEM TIL MON LUCHTIME TO RING ME WITH RESOLUTION OR I WILL CANCEL AND GO ELESWHERE.

LETS SEE IF THEY WILL RING ME OR NOT