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to think BT are utterly, utterly crap at customer service

(21 Posts)
bearfrills Mon 01-Sep-14 12:51:53

I was supposed to move house on the 29th August and had arranged for BT to come out and connect the phone at the new house. The move got delayed (turned out the wiring was a bit of a death trap so had to get rewire job done) and I rang them on 20th August to cancel the engineer/house move.

I rang them back on 27th August when I got a new moving date and arranged for the switchover/engineer to go ahead on 12th September instead. On this call the advisor realised that the previous job - for 29th August - hadn't actually been cancelled. She apologised and assured me it was now cancelled.

On Friday (the 29th) I came home to find that my phone line had been disconnected angry

I rang them up and was told that the earliest it could be reconnected is today, the 1st. Oh sure enough it's been reconnected this morning, but with a new phone number. When I rang up to ask about it they said I'll get my old one back once I actually move.

I've had no phone all weekend and needed to use it to ring around sorting stuff out for the move - removal company, utilities, etc. I've had no Internet as it's connected to the phone line and now it still won't work as it's apparently linked to our phone number so doesn't work on this new number. I was going to watch a film on Netflix on Friday and couldn't. I'm waiting for a phone call to confirm whether I've got a place on a course I've applied for, they won't be able to ring. I've got a mobile and I've used nearly all of my minutes up ringing BT and making calls that I would normally use my land line for. I've also had to use a massive chunk of my data allowance on my mobile looking up stuff I'd normally use my wifi for.

I emailed a complaint which they say has been resolved as my phone line is back on - the attitude is basically 'what more do you want?'. They've given me £2.22 compensation. I shit you not. Two quid.

When I said a new phone number is just as useless as having no phone they said I'll just have to ring everyone and let them know my new number, then ring them again when I move to tell them I've got my old one back!

Would it be churlish of me to email the CEO and fill them in on what a pile-o-shite the company actually is?

ICanSeeTheSun Mon 01-Sep-14 12:54:38

ask BT to divert all incoming calls to your mobile, then use the landland for any outgoing call.

bearfrills Mon 01-Sep-14 12:56:30

See, I don't even know that was an option, they didn't offer it as one.

ExitPursuedByAKoalaBear Mon 01-Sep-14 12:57:19

I agree. They are a pile of shite. And I used to work for them.

When we moved house it was a nightmare. They fucked up royally and I had to burst into tears to get any joy.

ICanSeeTheSun Mon 01-Sep-14 12:57:20

Nancy66 Mon 01-Sep-14 12:57:31

They are crap - but, sadly, all their rivals are even crapper. I've switched from BT twice in the past but switched back again as the others were beyond useless, whereas BT are just mostly useless.

londonrach Mon 01-Sep-14 13:03:19

Plusnet (owned by bt) the way to go. Bt is hell. I will never ever sign up with them again even if it was free...

LIZS Mon 01-Sep-14 13:04:52

Agree , they left my 80yo dm with no landline for 5 days even though she gave notice of her move and they reassured her that they'd redirect her existing number to new one from removal day. However they set up a message with a wrong number to redial and anyway her new line wasn't set up had it been correct so no one could have got through. BB engineer was booked for the following week but by then she still had no phone, he didn't show up but BT apparently had tried calling her to cancel , doh! She had no phone line for 5 days and no BB for 3 weeks, has complained and is waiting for the next bill to see what compensation they are offering.

Numanoid Mon 01-Sep-14 13:08:51

Used to have BT and yes, from what I remember, their customer service leaves a lot to be desired if you can be bothered waiting to get through to someone.

bearfrills Mon 01-Sep-14 13:19:34

That's shocking LIZS, your poor mum. Moving is so stressful anyway that you'd think they'd do their part to lessen it by transferring the line and number smoothly.

bangersmashandbeans Mon 01-Sep-14 13:30:15

They are dreadful but don't give up with your complaint. I kept on and on and refused to speak to anyone other than supervisors and eventually got half price line rental and broadband for a yeargrin

BreakingDad77 Mon 01-Sep-14 14:16:44

Yes with move they gave me changeover date, I took it off - no show. Phoned up and 'dave' from Bangalore (I mean seriously I haven't been living under a rock, I can handle your own name) apologises 'sorry maam' (teeth grate)

Whenever I phoned with technical questions frontline staff could never answer them.

bearfrills Mon 01-Sep-14 16:17:25

I emailed him and someone from the senior team is ringing me tomorrow wink

Tinkerball Mon 01-Sep-14 16:22:42

Yanbu, I have the dubious honour of having a very senior manager saying we had received the worst customer service he had ever seen. This was by the time I got someone to take me seriously of course and my 10 page complaint letter. It would be impossible to put into words how bad, stressful and disastrous the experience was. Suffice to say it lasted for 6 months and we eventually received £600 ish compensation!

hebe242 Mon 01-Sep-14 16:34:31

OP phone bt and say to the first human that you get through to that you have an escalating complaint. Apparently it's like a trigger for them to give you a personal complaints manager who will resolve your problem. Someone told me this a couple of years ago when bt cut my Internet of for 3mths by mistake and kept denying it. I did this and this brilliant man kept me informed and resolved the problem within a few days.

LittlePeaPod Mon 01-Sep-14 17:07:10

YABU to think BT are utterly, utterly crap at customer service.

BT are utterly, uterly crap as an organisation!

I would email the CEO with a compliant. They should respond to this as a Chef Exec complaint and assign a complaints handler/manager rather than you speaking to their call center advisors. Although knowing how rubbish they are you may not be happy with their response.

ThursdayLast Mon 01-Sep-14 17:12:02


I fricking gate BT and the stranglehold they have on everything

blanchedalmonds Mon 01-Sep-14 17:12:46

Message withdrawn at poster's request.

Fluffycloudland77 Mon 01-Sep-14 17:15:54

I'd email the CEO too.

I'll never go back to them.

GrouchyKiwi Mon 01-Sep-14 17:18:30

YANBU I've found the only way to get them to do anything is to tweet at them. Their Twitter team actually gets stuff done.

Littlegreyauditor Mon 01-Sep-14 17:49:30

Definitely tweet at them. Their business team royally screwed up when we were moving business premises a few months back and we got nothing but lies from their call centre.

I went after them on twitter with a daily update about the lack of progress and it got half way to sorted (2 weeks late and with standard broadband other than the infinity we are paying for). It cost our business a serious amount of money due to being essentially un contactable for a fortnight so the fight is continuing.

They are insultingly useless but unfortunately we have no local alternative.

In every single tweet use the @BTcare name. They will try to divert you to private messages to save face. It's up to you whether or not you are feeling benevolent enough to let them. wink

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