Please bump this - sodding bt

(30 Posts)
Nubbin Fri 22-Nov-13 22:39:01

We swapped from sky broadband to bt. Since then every night there has been a problem with the connection. I have spent endless minutes fending off my mini monsters while calling them to always get the reponse that I am lucky to have wireless (despite the ridiculous amount of money I pay them) and to stick a pin in my home hub again. I don't want a lot just to talk to someone in customer service! Not (bless them technical support). Much appreciated if this could get me any leverage to finally speak to someone!

bubalou Sat 23-Nov-13 08:53:53

Big mistake. I had so many problems with bt's Internet service that I logged 12 hours in 1 month on the phone to them! I work from home so I need the internet.

I always got made promises by the person I was speaking to that they would fix it but it never happened. 50% of the time their English was so poor they couldn't understand the problem and I used to spend on average 30 mins on hold before I could even get through.

I switched it all to sky - tv, phone and internet. Best thing I ever did. It's been 2 years and the internet went down once for 2 hours due to a line fault and I got through to someone within 10 seconds of ringing who let me know about the problem.

Hissy Sat 23-Nov-13 07:48:10

MN isn't the place to raise merry hell, twitter might be though!

HerlockSholmes Sat 23-Nov-13 07:44:54

Could you post on their facebook wall or even tweet them? i know a couple of people who have done this with other companies and got good results. Have you tried different phone numbers? there should be a "contact us" section on the website, try a few numbers and you might get lucky and get one that will help.

I'm with sky, so much cheaper and nicer than bt. plus i get to speak to a call centre that's only a couple of hours up the road from me, not in a different country.

SkullyAndBones Sat 23-Nov-13 00:26:46

virgin are ok 99% of the time.

the problem is when it does go down, its rarely off for only a few hours, its usually a few days!

bsvmc Fri 22-Nov-13 23:51:33

Nubbin, try posting a comment on www.facebook.com/BTUK with a quick summary of the problem and ask for help. I'm pretty sure you'll get someone back in touch from the BTCare team who won't be from Bangalore. Hope you get it fixed soon.

Plusnet owned by BT?

Shame the parent company take a few customer service pointers from the smaller company.
(Unless that's their market differentiation...crap service for people too stupid to look elsewhere...great service for everyone else!)

MikeLitoris Fri 22-Nov-13 23:30:16

I had some seriously shit customer service from plusnet. I was really surprised as I had read really good reviews. I cancelled them straight away and went back to virgin. The service is hit and miss but no way am I paying plusnet £85 to install a phone line for them to speak to me like rubbish when I habe to call them.

eatriskier Fri 22-Nov-13 23:25:10

*small thing. Not big thing. Ffs

Nubbin Fri 22-Nov-13 23:24:28

Thanks am googling plus net - on positive side am a lawyer (admittedly employment so this isn't my thing) but hoping to discuss with them exactly what performance of a contract means.

If employment law related queries keep this thread alive yay! Am going to bed now but will log on in the morning.

eatriskier Fri 22-Nov-13 23:23:13

raxa we had similar issues but it was sky who were unwilling to fix them.

Have done Virgin, BT and sky all with big issues down the years. Switched to plusnet. Now I'd be lying if I said we didn't have problems, but we've not had a problem they didn't bend over to be resolved. And considering they are owned by BT, and outstrip them customer service wise, that's no big thing.

It you can get out, vote with your feet.

Caitlin17 Fri 22-Nov-13 23:21:51

BT are bliss compared to Orange.

pigsDOfly Fri 22-Nov-13 23:14:43

Virgin is not without its problems Nubbin, it very much depends where you are. The service is very variable in different parts of the town I live in, and I was advised against using them as my part of town is one of the bad ones.

Bump...I left BT because of their terrible customer service which meant we were left with an appalling connection speed that kept dropping out every few hours. (And no BT it wasn't my bloody new iMac!) Changed to Plusnet and have had not a single problem since....

Bettercallsaul1 Fri 22-Nov-13 23:14:23

I'm not precisely sure what "bumping" a thread is, but if you give me detailed instructions, I'll be happy to oblige!

Nubbin Fri 22-Nov-13 23:09:06

Virgin is the impossible dream which hasn't come here yet. Tbh mainly want to fire up the kindle and check I' m not missing any urgent call ins from work on the bb.

FortyDoorsToNowhere Fri 22-Nov-13 23:06:58

In my experience all landline kind of Internet are rubbish.

Since switching to Virgin no Internet problems and I get what I pay for.

Nubbin Fri 22-Nov-13 23:05:39

Thanks exactly my problem I spend thirty mins a night to a lovely guy in Bangalore and it isn't his problem - I want to get past him if poss - I'll search on the website for the right form. Curse my husband for his bt sport requests which led to us changing from sky.

asandwichshort Fri 22-Nov-13 23:04:59

I had this problem last week and it turned out it was a problem with my mcafee virus protection somehow! I removed the mcafee and replaced it with another oneand voila my internet has not dropped since!

RaxacoricofallapatorianCatpuss Fri 22-Nov-13 22:59:46

Any particular reason why this particular poster gets a pasting when others who post their problems get support and suggestions for dealing with them? hmm

pigsDOfly Fri 22-Nov-13 22:59:42

Was with Sky for years at my last house. Went with BT when I moved here as BT had what seemed like a good introductory offer. Had nothing but trouble for ages - always seems worse when I'm being contacted by them every few days and they are trying to persuade me to upgrade.

Seems to have settled down now, but I hate them and won't take out a further contract with them in order to upgrade, 'cause the service is shite and they're far more concerned with getting your money than offering a good service.

specialsubject Fri 22-Nov-13 22:57:53

raise a complaint, there is a form buried on their website. This will get you past the lovely, poorly paid and ineffectual people in Bangalore and on to someone who will actually do something.

Nubbin Fri 22-Nov-13 22:55:25

Now I feel like a AIBU to use mumsnet to complain about a service I find wholly lacking if I don't think the CEOs will be reading my threads!

Nubbin Fri 22-Nov-13 22:49:54

Thanks there was a girl - feeling somewhat unempowered after another thirty min conv I thought social media site I use a lot may help. Apologies if inconvenienced you.

RaxacoricofallapatorianCatpuss Fri 22-Nov-13 22:48:03

BT are flipping useless! Our phone line and Internet were diabolical for 2 years after we moved in. BT said it was inside our house so they couldn't help. Then one day, Sky rang touting for business. They did a line check and sent out an engineer. The problem was knackered wiring in the exchange box down the road. 2 FECKING years! angry
Will NEVER go back to BT!

what onceagirlsaid

I will add though, when you call them tell them you want to cancel the service, I've found they tend to go out of their way to stop you leaving.

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