To say BT are shit.(65 Posts)
BT restricted my line by mistake and reinstated my broadband 12 days ago admitting their mistake.
My phoneline however despite 13 phonecalls each one promising it will be done is still not making or taking calls. I don't know what to do next, there is no shop I can go to and refuse to leave so I ring every day and explain the situation speak to a
person who reads from the same script every time.
Sadly no help. I had a problem with my line a couple of years back - they sent out an engineer who said the problem was their end and so I wouldn't be charged.
My next bill had a £130 charge on it When I queried it they said the engineer worked for BT OpenReach and not BT and therefore they couldn't be responsible for what he said. I never did see that money again.
When moving to this house there was a problem with the line set-up and I actually had one of their operators firstly call me 'darling' (not in a nice way) and then tell me that according to his system I wasn't even a BT customer, but with 'EasyNet' . Yes, because I am such a stupid little woman that I can't remember who bills me each month.
That was 18 mos ago but thinking about that patronising little shit still pisses me off.
YADNBU! They are majorly shit. No proper advice except to say find the nearest brick wall and bang head repeatedly against it. Til it is bruised and bleeding. Because that would honestly be more useful. The bastards cut us (and the whole street) off for a whole month and no-one would take responsibility for the problem despite contacting our local MP. Finally reconnected a week before Xmas without a sorry! Gah!
Is there not a postal address on your bill? Put your complaint in writing.
Phone and say you want to cancel. They will probably ask why, so you can tell them. This usually results in things being fixed, in my experience.
Look up name of CEO or head of customer services and email them - daily if you need to. Usually gets you somewhere in the end.
The brick wall has a huge dent in it already!
I am on a really tight budget and used all my minutes on my mobile by waiting to even request a ring back.
Work full time and use my Mums phone to ring in the evening.
I honestly have been nearly in tears abour this and all I get is a scripted worker using my name every twenty seconds reassuring me it will be sorted.
Spoken to a manager after a 40 minute wait. Meaning dd2 was 2hrs late to bed by the time I got home.
I would move providers but still have 12 months left on the contract.
If I move they would charge me.
To cut a very very long sad story short we eventually received over £500 compensation - yes that much - for the hell they put us through for 6 months through a mixture on incompetence, Indian call centres etc. We had a home hub thing at the time so had a landline plus that for calls. Except they both started acting up. The internet would decide to disconnect for no good reason, so if you were using the home hub phone at the time you got cut off. And you had to use it as the reception on the main landline was horrendous. A simple problem you would think that took months to sort out, in fact it took their broadband call centre in Tunai 3 months to accept there was a problem in the first place as they kept saying our line was fine....and then the problems really started. Cancelled engineers, wrong engineers, incompetent engineers - you name it we had them all. including one who said he suspected there was a problem but wasnt trained to go up a ladder to check something!!!! Broadband in India blamed landline call centre in the UK and vice versa, no-one would take ownership of it. it dominated our lives, affected my DHs business.
Eventually when I was on the phone to a British manager in tears things started to move, and it wasnt really anything to do with him. Still took a while to sort out but eventually problem was traced to a simple underground cabling fault and fixed.....we had working broadband and phone, yeh!!!!....for 2 days until they sent someone to the exchange to cut us off altogether, that we still don't know what that was about
Sorry that was a bit epic, I still get a bit stabby haring the word "BT" and seeing an Openreach van. Er good luck!!!!
Will look up CEO thanks. Anything is worth a try.
get the email for the ceo from here
You've made me reminicise now OP, I need to go and hunt out the very detailed 10 page complaint
masterpiece letter I composed. The Manager I spoke to last said it was the 2nd worst complaint he had ever seen against BT <proud>
YANBU. I cannot stand to go through my tale (hand pressed to brow) but BT ARE COMPLETE SHIT X MANY.
I hope you find a resolution and can recommend PlusNet. Superb service and do what they say.
I received a bill today for £256.08. They didn't even connect the fucking line and can go whistle.
You are quite definitely the LEAST U poster ever in the history of Mumsnet.............
I am up to 20 calls, totalling well over 5 hours of call time all for a simple refund. My broadband speed was incorrectly capped at the Infinity 1 rate whilst I was paying for the Infinity 2 rate. Everything is documented and BT don't seem to dispute this at all. However, I can't quite get anyone to follow through and authorise the refund (about £80). I speak to one person and explain the whole thing (even though it is on my account notes) I then get transferred and have to explain EVERYTHING all over again. I then get told I will be called back or I get cut off. I have yet to be called back....
...... Rinse and repeat. Agghhhhhhhh!
I now have a complaint number but I have no indication when I will hear from them.
(I am always very polite and patient but I am bloody frustrated)
I am sorry to say but the overseas call centres have been useless for this problem. I have found them helpful in the past but as this problem is unusual then they just can't deal with it.
so put the phone down on me? tell me they will call me back or pass me on to another call centre where I am back to the start
I can't get anyone to confirm anything by email ever.
OP. you have my deepest sympathies.
Oh god reading this brings back head bashing memories. I am counting down the days to be out of contract with BT. Never ever get BT Infinity, total rubbish!
It's making me stressed just thinking about them!
This is the guy you need. Email him your grievance and he'll sort it out for you
Tweet warren buckley. He's md of customer service. After weeks of incompetence his office got it sorted out.
I still cancelled our contract at the first available opportunity. They are awful. My commiserations.
The ironic thing is I work for the Post Office whose deal is way cheaper but as the house I moved to had no line I had no choice. Am so tempted to swap anyway and let them chase me for the money.
It is the Groundhog dayness (know that isn't a real word) that is really getting to me.
Thank you LittleTyga
will report back.
YANBU they are fucking crap!
Nothing is ever their fault and they will never admit responsibility. We recently upgraded to infinity because BT humbugged us constantly for months and offered a discount etc. We were told how wonderful it is and how much faster it is etc. Well, when you get Infinity an engineer has to come out and set it up for you. So we were told they would come on this particular day and we sat in all day and waited and waited and they never showed up. I phoned BT and was told that and an engineer has been out and we'd not been home at the time, but we'd not left the house. BT though insisted it was not their fault they'd been out etc. So I told them I'd check our CCTV cameras and see what time they came. There was then much huffing and puffing at the end of the line when they knew they'd been caught out lying and they agreed to come out a few days later.
I hate their Indian call centres. They cannot understand British regional accents and like everyone else who works for BT they will tell you its the fault of everything rather than their own system. I asked them on their Twitter account why they ran slow at the same time everyday and was asked if something came on in my house at that time like a washing machine or fridge! I mean WTF?!
abracadabra I don't use twitter but might just start!
Im amongst my tale of woe I should have added you really do have my deepest sympathies. I don't miss the nights dominated by me and DH arguing about whose turn it was to phone BT this time...and like irritatingifinity eventually get through and get cut off and sit and wait for call backs....
I still turn into a furious raving loon when anyone mentions BT, had a run in with them about 6 years ago and it took months to get sorted. Seems to be fine if its all working and straightforward great if not they can't sort their arse from their elbow
Have gone to great lengths to avoid them since then
and slagged them to anyone who'll listen sincerely hope you have better luck than I did.
From bitter experience contact the CEO and get the nos of the accelerated compliants department which is in the UK but they hate to give the nos out and change it regularly
They are shit, shit, shit. OP, again, I hope you get this sorted and move to another company who are not shit.
BT ARE SHIT <sing song voice>
We moved and had a shit line that each time they tested it would come miraculously a couple of points higher than needed to trigger a proper investigation. The one time it did fall below, they suddenly decided the parameters had changed overnight and the new value was still a couple of points higher than the required.
Result was the phone line was crackly and you could barely hear anyone and the broadband, which we were paying for the full package was below 56k dial up speeds.
Moved to Virgin but they wouldn't let us out of our contract and wanted to charge us hundreds, so we left the bill until they sent it to a debt collection agency which had the same result without the huge fees.
Get in touch with the ceo. He won't like it but he's paid to deal with it. BT take no responsibilty for their sub standard call centres. Their staff in this country are at their wits end, there are contractors who can't do the job brought in with little training, and the Openreach manager wants to get rid (its rumoured) of senior (experienced) staff. their performance management is draconian. And to think this was once the best telco. sigh
I realise that this isn't the fault of the poorly paid call centre workers but they obviously cannot help me after so many calls.
I do my best not to get cross or shout at the poor bugger at the end of the line but they cannot see past the script in front of them and see that the previous 10 pressing of a button has not worked.
BT are utter cunts. Dh lost his job with them last year after repeatedly refusing to cut corners. He's very methodical and was regularly the 10th upwards engineer a customer had seen, so would take the time to fix the job properly and get them back up and running.
Sadly BT have a scoring method that deemed dh as inefficient, for taking time to do a proper repair instead of a) sending it back "no access" b) bodging it or c) nicking someone elses working phone line.
After several ass kickings for this they binned him last year, and he now works as a sub-contractor for Openreach on twice the money BT paid him. On the other hand he is now self employed so they saved on holidays, pension, sick pay etc.
And of course it is cheaper to sack engineers now than pay redundancy once the whole network goes fibre optic and will need a fraction of the engineers they do at the moment!
Incidentally, I believe the ceo is a woman. Karen something I think
Op, there are lots of ex-BT engineers out there, who left because they were sick of the way the company was going, that are now self employed. Might be worth googling to see if there is one near you?
Dh says if your broadband is working it's probably either your phone, so try plugging a new one in, or an exchange issue.
Once you're up and running they're fine but if there's a fault or any change to your package then abandon all hope!
Any problem - no matter how small or large - is completely beyond them.
The call centre system requires you to sit in silence for 15 minutes whilst the poor person at the other end reads reams of notes about your problem (this is because the previous 5 calls have resulted in no action so there's a lot for them to read).
Invariably they still fail to understand what has happened so you must explain it all again.
Then they require another 5 minutes of silence to review your notes and add some more of their own.
Then they agree you were right all along - it is true you are being overcharged or have no service.
Then they tell you they will rectify this on the next bill / after midnight tonight. They give you a shiny reference number and everything (but next time you ring theyll tell you it is the wrong type. It doesnt start with the right 3 letters no matter which 3 letters it does start with!)
Of course despite all promises, they don't rectify the problem at all. The bill is still wrong next month or you still have no connection after midnight.
Repeat and repeat until your contract expires.
I hate bt too with a passion. Sometimes i feel my direct debit is their beer fund. I literally have no idea how much money they randomly take out. Ongoing disputes since oct 2012. They are shit n never ever ever ever accept responsibility or record accurate notes of phone conversations. Bt are shit
And then they have the cheek to phone you back 5 minutes later with an automated service to ask how their customer service was.
.....and no matter how animatedly you express your displeasure using the segment at the end that allows you to record your own message, nobody ever acts on that either!
My dad had a major issue with them when they faffed about moving his landline over when he moved house. He ran a small manufacturing business which at the time (mid 90s) was entirely dependent on the telephone for orders.
In the end he told them jokingly he was going to jump off a bridge if they didn't sort it. Even though he was joking, this seemed to trigger some sort of emergency action because the situation was almost immediately rectified and he received reasonable compensation!
I've been tempted in the past to do similar, especially when given an 8 WEEK lead time for BT Openreach to flick a switch to get our broadband connection live when we moved last year, but I never quite had the guts..
And the sad thing is no one, but no one, in a senior position will listen to anything that anyone is telling them. The call centres do a great job - because they deal with the call in x minutes. They've not done anything, just got rid of the caller. Senior managers have no idea how to do the job, and if you have a rural area to deal with they can't understand that it takes time to get from a-b, that there often is no mobile reception in the country, and that not all their kit is up to city (London) standards.
Yes they really are shit when I was with them they would send me letters addressed to
No matter how many times I phoned to complain they just kept telling me the couldn't change it
YANBU-I also have a tale of woe which starts with moving into our new house last Sep. The previous owner left us a lovely note saying he had BT Infinity superfast broadband and they provided his phone line too. Tried to get Virgin but they were not interested (" BT have incomplete survey info on your address and there is no cable in your area") - tried to arrange BT - " we can only offer you copper broadband - ie V slow" when told but man before had BT Infinity " well the computer says it's not available in your area" - spoke to nice neighbour who said we have Infinity as do no 4 no 7 no 6 etc etc - Went back to BT and said " How if we are no 1 and all neighbours have it and they live further down cul de sac can we not have it. "We seem to have incomplete survey info for your address..." Can you send someone out? - no that would take too long so; Virgin refusing to give us a phone/ broadband; BT refusing to give us Broad band (because you've said your husband is an IT contractor and it'll be too slow) then phoned sky - sorry we can't give you broadband because BT have incomplete survey info
spoke to nice neighbour again who said ffs your husband is a contractor - Get a business line.... Start again "We have incomplete survey info on your address so can't provide broadband" AAARGGGGGHHHH
Ask for a manager - 3 weeks of being pissed about - Meanwhile my self employed IT contractor husband has had no internet or broadband for 4 weeks - he tells one of his clients ( who are funnily enough BT Training!!) they say God yes they are a nightmare aren't they - You need to phone BT Business in Belfast.... not the no on the website which is in Scotland... They give us the secret number - speak to lovely bloke just down the road who can check the line and says that once the phone is on he can order the broadband but until the phone works the broadband order can't be activated and thats 2 weeks after the phone line. I rant, I rave, finally I cry... he can do nothing but it's ok your phone will be on tomorrow....
10 days later, 2 phone numbers later countless useless contracts which have all the wrong info on later, they finally switch the damn phone on. 2 Weeks later we finally get broadband. ( and the number we have was previously owned by some woman who has about 20 debt management companies chasing her - thanks BT)
Sorry for epic post but the rant has made me feel better - In summary YANBU BT ARE SHITE
-- BUT having dealt with Sky and Virgin Media in the last 2 and a bit years ---- THEY ARE ALL SHITE!!!
I let DH deal with our BT account now (no choice, no other providers in our area, gotta have a BT line if you want Internet from anyone else), after 20 years of hassle from them and 20 years of shouting by me
My worst insult now (to any company that treats us badly or has no customer service skills) is to say "you are the second worst company I have ever dealt with - second only to BT" it's surprising how much that pisses people off!!
A senior person
Anyone got any idea how you manage to speak to one???
Also, do you think that all departments can access all your records/notes
The billing team (call centre) don't seem to be able to read the same notes as the UK sales team or the tech team?
yes crap somehow they managed to switch my line with someone else's while trying to repair that persons line, I only knew as I had no broadband as that person did not have broadband on their account, was a nightmare to sort out, they were supposed to divert my phones number to my mobile never did, in the meantime I just used the line I had for calls, as I presume did the other person, I kept calling my number no answer so hope they were on holiday or something, dreading the bill if they were phoning oz, BT engineers couldn't care less but at least they could understand what I was saying about the lines being wrong up numbers, the call centre lady had no clue all she kept asking for was my account number while I couldn't access as I do online billing....
Problem solved , a member here inboxed me and got in touch with the right department.
Many thanks if it wasn't for Mumsnet I would still be going round in circles.
Ime the only way to deal with BT is to cancel your DD - you will find someone helpful will contact you very quickly.
Teenagetantrums - the engineer that was fixing the other persons line was in a hurry as he didn't want to be deemed 'ineffieicent' by the computer that allocates jobs (ipop) as this invariably leads down the disciplinary route, so he just nicked your working pair.
They are utter, utter cunts. The engineers that speak up get sacked, and nobody above bottom management knows what it is like to work in the field. I hope they go fucking bust!
Im currently in the processes of leaving BT, expensive, always going wrong, crap IT support, and always charging in advance.
I pay more in line rental than i actually use the phone.
I left them last December. It took three months and a call from barrister brother to get the money they owed me. Start harassing on Twitter and Faceache, they really don't like it.
We had problems with BT getting infinity installed. One complaint to their facebook page and it was all sorted. We had a lovely guy call us to sort the problem out and he called several times to check everything was still ok. Sometimes facebook has it's uses.
Having read this thread, the 3 days I spent trying to get my phone line working recently pales into insignificance! I think I must have been one of the lucky ones
My phone line kept telling me it was in use even though no one was using it and all the handsets were on their base stations. I couldn't even report the fault using my mobile as their automated system kept telling me they couldn't test the line as someone was using it - "No they weren't - that was the fault!!!"
I eventually spent hours on their 'chat' system with an Indian call centre who told me equally ridiculous things. Turns out it was a fault in their local exchange on our line - it took them minutes to sort it out when they eventually got an engineer out to it. I know this as they rang me to let me know an engineer was going to fix the fault one morning - they then rang minutes later to say it was fixed! And that only happened as we managed to get 'priority' service due to having a 'qualifying' disabled person living in our home.
The whole thing was extremely frustrating and I said to DH at the time, "I don't know how anyone who works has time to deal with this crap "- I found it bad enough & I am a SAHM/carer.
DP is a manager for BT Business. He hates his job...
Our broadband keeps disconnecting. Much explaining to India that this is a recurrent problem but not a permanent one. Also explain many neighbours with same problem so do not think the answer lies in my house. India will do nothing unless I agree to pay for engineer if they decide I should ?!? Engineer spends 1.5 hours here and agrees not my fault. Second type of engineer turns up announced today and spends an hour outside and comes to tell me he has found nothing but agrees it's disconnecting up to 500 times in a morning. To be continued...
I still shudder about the 4 months I spent in a black hole between BT and Sky. 14 hours in total on the phone to hold music or not-my-problem operatives, tears, ranting, repetition, lies, bursts of hope, 2 lots of bills WITH NO ACTUAL PHONE SERVICE. Amazingly shit with no accountability or carry-over between my increasingly desparate calls. Like a sick joke played by an evil sadist.
iseenodust, I totally understand what you are going through...we had months of it. Dont know why our line kept testing ok as far as India was concerned but that's why they refused to accept we had a fault. My DH is actually very mild mannered, cool and great at dealing with companies on the phone so when you hear him saying over and over again "just get me a fucking engineer" you know its bad! And then you move onto stage 2 when an engineer shows up......
YANBU I went through 'Plusnet' their 'spin off version-awful, awful. Broadband kept dropping off, they tried to charge us nearly £100 when leaving despite all the issues and being on the 'right side' of their TOS. And their customer service-awful, worse then Sky and Virgin.
Put it in writing, by mail, demand it back, demand those days are knocked off your bill and compensation and contact the ombudsman.
Also use any social network pages they have to highlight your complaint and honestly...find someone better to switch to?
by *email that should be-better then a letter.
I had repeated problems with BT & was equally frustrated dealing with the call script customer services. I emailed the CEO & matter dealt with satisfactorily within days. Won't ever use them again.
Mia, im moving the Plusnet, im slightly worried now.
BT are utter fuckbadgers.
Incompetent beyond belief and expensive too. The day our exchange was unbundled a couple of years ago (so we could skip off to another provider) was sweet, I really enjoyed telling BT why we were leaving!
I saved this a while back from here on a similar thread, its the email addresses of the CEOs of some companies, no idea how up to date it is though.
Oh feck BT, utter cack, had some issue years ago with not being able to use the internet and landline at same time. Hours on the phone between departments, each blaming the other...meh, I'll never go back.
YANBU. I moved to a supposedly 'better' deal and they cocked it up. I then moved house and they cocked it up. When we left that house, I actually paid to avoid taking them with me. Account was in my name but I had to get dh to deal with them such was the rage they gave me.
We use Virgin now - special deal through dh's work. We will never, ever deal with BT again no matter how amazing a deal they offer.
I did have a magic customer services number that direct dialled to someone with more than half a brain - but have a feeling it was on a bill that I've now happily binned.
Cancel your dd until they sort it out and make all payments manually.
Sorry Loulybelle, maybe they'll be better for you? Just be aware if your wireless goes up and down that's a common Plusnet problem, so keep complaining about it. I went with them because they were very cheap for the first year so i tried everything with Pluset to fix it-different routers, telephone line looked at, different wirelesses in laptops and grinned and bore the up/down and shoddy service/customer service during that time but after a year prices rose and I wasn't willing to put up with anymore- I upped the complaints and found a better deal to move to.
My main issues with them were:
Even on 'unlimited' and 'high' mp/s iplayer constantly buffered and froze, as did the others-4od etc
Customer service-awful 1) you could never ever speak or even write to the same person, it was one email address and number i had to constantly reiterate 2) some didn't know what they were talking about and tried to argue with me that 'a year' of attempting to troubleshoot wasn't enough 3) they blamed my laptop, my friends laptops and the house itself (we've had no problem with sky and virgin with this issue so it was plusnet)
They attempted to charge me a lot of money, despite my TOS disagreeing with them, almost ended up in tears after one condescending arse.
You have to stick with complaints, after 1 year of complaints my issues weren't resolved technically and it took 6+ weeks to sort out the fees etc.
Googling and speaking to others i found quite a few with the same issues, either people loved or hated them. Hopefully Loulybelle you will love.
God this brings it all back. I fell out with them big time back in the days of Friends & Family calling cards. I was working abroad on fully reimbursed expenses (yes this was the days before mobile phones were widespread and worked abroad, no Skype, Facetime etc). For some reason after 2 months of high charges which were then being settled in full promptly, the 3rd month they cut me off at home, no warning, no letter saying we've noticed high charges - just picked up the phone one day and it was dead.
I ripped them a new one (from a phone box!) as we missed an important call from a family member and swore I wouldn't go near them for a very long time. We then spent 5 years with those little boxes that you used to use to reroute you through another provider and then got the whole set up with Virgin when we bought a house.
We're just about to move house and can't get Virgin at the new place so had the BT/Sky choice (shit though Virgin can be they've never screwed me around like BT did). We did consider BT but even now after 16 years I still seethe at them and so we've gone with Sky - reading this I'm glad I'm still holding the grudge!
dig around on the website and get the complaint email address, then raise a formal complaint. Things happen then. If you get Bangalore, just keep repeating ' I want to speak to a manager'. This will get you through to the UK and someone whol will actually understand you.
I have them coming on Monday to fix a loose wire and they had better not charge me!
Mia after the shit i had with BT after needing 2 Homehubs sent to me because the first one they sent didnt work, im pretty apt at dealing with arseholes, and if all fails i'll ask my verbal assasin friend.
going to buck the trend a little bit, I've been with BT for over 4 years and 2 house moves and never had a problem, I have broadband and vision and phone line, it's never caused me a problem at all.
And I hope it lasts for you*badgirl*. BT were great for us to, until the problems with connection started and it all was all downhill from there
Plusnet is BT. Not had a problem with them since switching about 2 years ago.
How many companies actually provide phone lines in the UK?
Virgin Media (only in areas with Cable)
Kingston Communications (in Hull only I think)
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