To disconnect the phone of the head of BT customer services...

(53 Posts)
squeezed Thu 03-Mar-16 20:55:40

...for no reason just like they have done to me. DH requested upgrading our broadband to unlimited so that I can watch Netflix. I'm 29 weeks pregnant and having a tough time of it. Instead, BT took this to mean, please disconnect our phone line, then reconnect it with a new number, then send the original number back to sky, then tell DH to contact sky to sort out retrieving it himself.
I would scream but it might make me vomit (HG) or pace around but I have SPD and I can't move fast on crutches. Therefore disconnecting their phone line appears to be my only option.

rumbleinthrjungle Thu 03-Mar-16 21:59:57

At first glance I thought your title was were you being unreasonable to disconnect the head of the head of BT... which seemed slightly drastic. But having read your OP, I can see it would be perfectly reasonable. wink

I'm sorry they're messing you about at such a bad time! How very annoying for you.

squeezed Thu 03-Mar-16 22:03:42

Disconnect the head of the head of BT, interesting idea wink

Hassled Thu 03-Mar-16 22:07:39

You could use the phone wire for decapitation purposes, I suppose.

Get on twitter/FB/whathaveyou. That's piss poor service.

SmellySourdough Thu 03-Mar-16 22:10:27

ya totally nbu!

we were twice wrongly connected at previous house.
we could make phonecalls and internet worked but we received lots of confused phone calls for a business. but people phoning our number would just get nothing.

HumphreyCobblers Thu 03-Mar-16 22:11:11

God BT are crap. They left me waiting in for two days for an engineer who never turned up. Two whole days inside with a toddler! It was utter hell and they tried to tell me they had come round but no one was in, the lying buggers. They came on day three and fixed the problem without entering the house! So I had no need to wait in for them anyway.

Hope you get it fixed soon OP.

SmellySourdough Thu 03-Mar-16 22:11:49

...no landline at current place.

eat that bt!

lavenderhoney Thu 03-Mar-16 22:12:14

Complain on Twitter?

It's quite easy to find out who this person is ( LinkedIn? ) and work out their email then fire off a sensible yet heartfelt email. I've done it myself with a massive company known for being lovely but sadly appeared to have a personal vendetta to fuck up my life at a very bad time. There was Action and things got sorted. The exec is now a nice friend - they were shock

superking Thu 03-Mar-16 22:17:29

BT customer services are quite simply the worst I have ever dealt with. We were without broadband for 3 months last year (also pregnant, morning sickness plus toddler needing entertainment). I spent hours on the phone to them to no avail, just complete incompetence again and again. We are with plusnet now and they are like a breath of fresh air.

squeezed Thu 03-Mar-16 22:19:40

Thanks for the tips. I don't know if it will satisfy the mounting rage but hopefully it might get things moving. DH said that the staff sounded like they are so used to being complained at that they don't care. Reading the other posts suggests that this is true.

Hassled Thu 03-Mar-16 22:20:17

I use to work for BT Customer Services - it was my first proper job, started in 1990. We had no competition and people had no expectations, but we still weren't ever as shit as that.

willfuckformichilenstarfood Thu 03-Mar-16 22:23:29

I called BT to cancel my deceased nan's line and I couldn't do it as I wasn't the primary account holder!!!!! I had to open an account online and cancel it that way but they told me I couldn't do that either.

But it's very rare I do what I'm told 😂😂

PootLevato Thu 03-Mar-16 22:33:23

Don't suppose that BT mentioned that if they've ported the number back to Sky and ceased your line then more than likely you won't be able to get that phone number back?

If they have ceased your line correctly and the number has returned to the range holder (sky) then more than likely the number will now have been put in quarantine status.

Guess what i do for a living wink I'll send you a PM and might be able to help

squeezed Thu 03-Mar-16 22:58:38

Funnily enough BT haven't mentioned that the number might be lost. They really are rubbish.
willfuck I'm sorry that you had to do this when you lost your nan

Hillfarmer Thu 03-Mar-16 23:12:46

Hi OP,

Sympathies- this happened to me. I wanted to sign up to BT TV and change my broadband provision, so I rang them to arrange this and they bloody cut the landline off and unilaterally decided that I wanted to close my old account and open a new one - with a new landline number obviously! I hit the roof and they did the whole 'Oh, now that we've opened you a new account you probably won't be able to get the old number back!' Arughgghghh. I feel your pain.

After two weeks of unimaginable stress when you are in a labyrinth of customer service and nobody appearing to care, I wrote an old fashioned letter to the Chief Executive of BT, Gavin somebody - easily findable on Google, at the BT HQ, and within days my case was being sorted by one of the squad of people in the 'Chief Executive's team'. Write a searing letter to him, detailing times and dates and how wronged you have been. Add in all the stuff about you being ill and pregnant and I expect you will get a very efficient and polite person sorting it out within a couple of days. The guy I dealt with was very on the case, and emailed or called to update me - depending on whether my phone or my broadband was bloody working. (see I'm still bitter and it was 2 whole years ago!)

I have since written proper letters to the Chief Exec of big companies when I've had to endure ridiculously crap service, and the response has been very gratifying. Good luck!

Hillfarmer Thu 03-Mar-16 23:14:25

Here it is...put it all on paper. This is the best way to get them standing to attention:

Write to:

Gavin Patterson, Chief Executive,
BT Group plc,
BT Centre,
81 Newgate Street,
London EC1A 7AJ

SirRodneyEffing Fri 04-Mar-16 07:13:55

Sympathies Op.

BT crossed my telephone line with a complete sweary stranger when I was heavily pregnant. Sweary stranger would receive my phone calls and vice versa. Every time I tried to make a call, sweary stranger would be on the line. I asked her to also complain to BT, but got told to "fuck off bitch"

The final insult was being billed for sweary strangers calls, including a 2 hour call to sky customer service which was happening at the precise moment I was in hospital giving birth to twins.

squeezed Fri 04-Mar-16 08:59:39

Thanks hill will give that a try as well.

wonkylegs Fri 04-Mar-16 09:13:52

There is a reason we have a Virgin phone line - BT told us it would take a month to connect us, Virgin did it the next day. Oh and round here they also have faster broadband.

ratspeaker Fri 04-Mar-16 09:17:54

My DD went with EE as we've had bad experience with BT.

When my dad died they seemed sympathetic at first, a copy of death certificate would close the account. All seemed to be going well until later on they insisted they needed dads new address. I kept telling them there wasn't one. Couldn't it through to them there was no forwarding address.

Anyway DD went with EE, got discount for paying line rental up front, watches Netflix, Now TV etc. Seems happy with it.

OttiliaVonBCup Fri 04-Mar-16 09:19:31

Complain across the board, do they have Facebook?
Twitter, emails, phone calls, the lot.

You might as well keep entertained. and us

Hate bad customer care.

GloGirl Fri 04-Mar-16 09:24:36

Twitter is awful, I've been complaining there yesterday, just told me to contact their cate team which I did and it put me in an infinite loop on hold waiting 15 minutes for someone to come but they never did.

This was because I complained on Twitter I had spent 2 hours that day being passed around and their customer service was awful.

I thnk they did it on purpose to make me cry. My husband works from home doing IT stuff, we are trying to switch to infinity.

They've killed our working broadband and left us nearly 48 hours with nothing.

No one gives a shit and I am genuinely shocked how bad BT have become!

I started an AIBU yesterday but nobody liked my thread...

StepAwayFromTheThesaurus Fri 04-Mar-16 09:26:58

We had a truly awful experience with BT (and we were living in the arse end of nowhere, where they we the only bloody supplier). We had to go through the chairman's office to get anything done. My blood boils even thinking about it.

I would never consider using BT for anything ever again.

gasman Fri 04-Mar-16 09:41:41

I have had three bad house moving experiences with BT.

Most recently bringing forward the activation date of my account.

Only issue was that it was a house move and they were proposing to install my broadband before I even owned the place.

Idiot in call centre couldn't comprehend why this was a problem and couldn't change it.

So I ended up with no broadband/landline for a period (I'm meant to have both for work), lost my deal, lost the cash back as part of the deal.

I'm still waiting for a reply to my chief execs letter.

I had to go with them as they are the only fibre provider to my block.

IndridCold Fri 04-Mar-16 09:46:16

I'll come with you OP and hold the wire cutters. BT are the most useless organisation on the planet.

My MIL moved into a house with a perfectly functioning phone and broadband, but changed the number. It took them over a week to even admit that the phone didn't work, 10 days to get it working. We are still waiting for the broadband.

DH has worked with them several times (IT industry). He always dreads it as they are so appalling to work with.

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