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To think that BT are a bunch of tw..s!

(39 Posts)
feellikeanalien Fri 30-Sep-16 12:58:55

I think I am going to explode!

I put in an order with BT to transfer my broadband to them from Sky because, with Sky, we are only getting 0.6 mb download speed during the evening.

BT's customer service is crap and I'd prefer not to use them but we don't have any other providers in our area.

Everything was fine and I was told we would be connected yesterday. The hub would arrive by 6 pm.

Of course nothing arrived and on trying to contact BT I was put on hold for 20 minutes and then got cut off when they were supposed to be transferring me.

This happened again when I called back and then when I called back a third time I was told the department I needed was closed.

Called back again this morning and have now spent three hours being put on hold, then cut off numerous times as they try to transfer me to someone who can "help".

Eventually was told that another order had been placed but there seemed to be a problem and it would take them 15 working days to work out what the problem was and then they would contact me about connecting the broadband.

After repeating the situation to numerous BT staff I now seem to have been connected to someone who actually has a brain cell and he has told me that because we are in a "fibre to the property" area the system is automatically rejecting all applications that are for standard broadband and I will be contacted by another team to solve this. They are supposed to be calling me on Monday but I have a feeling that there will be multiple flying pigs before that happens!

AIBU to think that they could have told me this in the first place without me wasting three hours of my life and which I will never get back!!!!!!!!!!

Rant over and I think my blood pressure is now slowly going back down to normal!

BreconBeBuggered Fri 30-Sep-16 13:08:53

This is just the beginning...

I find with BT that the service they provide is perfectly adequate as long as nothing goes wrong. The only reason I haven't switched is because somebody always has something shit to say about other providers. When there's a problem, the tendency is always to go back to the start rather than look at where things actually went wrong. They do get sorted eventually, but not without some cost to your equilibrium, and a heap of replacement routers to return. It can be a full-time job.

PJBanana Fri 30-Sep-16 13:10:52

BT are by far one of the worst companies I've ever had the misfortune to deal with. They get away with it too, because they're so huge and tend to monopolise large geographical areas.

We pay them a small fortune for our broadband as they are the only provider in our area. When our area was upgraded to fibre, it took weeks of hassle and a huge extra cost to connect to it.

Our speeds are still shite and BT couldn't give a flying fuck by the sounds of it. The second another provider is available in our area, we'll be switching.

Budgiebonbon Fri 30-Sep-16 13:13:50

No - YANBU.

BT customer service is one of the worst I have ever had dealings with. You have to pester pester pester to get any response. brew & cake

Sad thing is I know we have removed all our work business from them now, and the company next door, which is quite big, have removed all their custom too. All down to poor service.

DeusExDomina Fri 30-Sep-16 13:18:12

Since sky uses the same network as BT isn't your speed going to be the same anyway?

RiverTam Fri 30-Sep-16 13:27:46

Absolutely appalling. They have managed to fuck up my email so I can no longer send emails from my iPhone or iPad. And they know fuck all about Apple products. So that's that angry.

Pengweng Fri 30-Sep-16 13:57:58

Ooooh I hate BT more than I hate Virgin Media and that is a lot!
After staying with them for about 10 years and countless house moves I got sick of them charging me a connection fee of nearly £100 each time so I told them to fucking do one. Then got virgin media who are also shocking shite! Now with talk talk who have been fine but our router broke and they sent us out a cheap shitty one so we have now switched to Sky, who i hope are better as we have now run out of options!

I hope you get it sorted out soon.

PterodactylToenails Fri 30-Sep-16 14:00:49

I am also with crappy sky for my internet and it drops connection every night at about 12, but I have been warned that BT are just as bad if not worse! I can't seem to find good reviews about any supplier at the moment but really want to leave sky.

leopardpuzzled Fri 30-Sep-16 14:05:33

I find with BT that the service they provide is perfectly adequate as long as nothing goes wrong. < That is true

If something does go wrong would you be willing to use the online chat? I usually get to talk to someone in under 5mins if it cannot be sorted online 9/10 they will call you straight away on your landline or another number on your account. Only had 2 issues in 10 years moves ect think we have been lucky and to have it sorted straight away.

We have no choice other than to go with BT, SKY and Virgin is in the area but although Virgin boast massive speeds in reality here they never reach it very much false advertising it's much worse than the 72MB speed which we get through BT we speed test often and its always consistant high speed.

It should improve but I am assuming from that speed you were on the sky standard and you will be moving to infinity with BT which will give you much better speeds.

Openreach are the ones who own and manage the cables and its all owned by BT plc so even if Sky uses the same network as BT,
BT customers and products will always take priority thats business. Sky will be paying for the rights to use it and in doing so will probably have agreed to a restricted speed and probably see their service bottlenecked.

If you are with sky but if you have a problem and its cables outside or connected to your house then BT will be the ones coming out to fix or install under Openreach. Openreach have worst customer services than BT to top it off. There is no avoiding them they most definatly have the monopoly!

wowfudge Fri 30-Sep-16 14:05:39

We had no end of problems with BT when we moved house. You need to email the CEO. I'll pm you his email address. He responded to me within two minutes and it was a personalised response. I think I mentioned 'wit's end' and 'Groundhog Day'!grin. The high level customer service team should then be assigned to fix things for you.

wasonthelist Fri 30-Sep-16 14:08:13

YANBU BT are shite and they know it but don't care.

wasonthelist Fri 30-Sep-16 14:13:08

When BT had an infrastructure problem earlier this year that disrupted loads of us, they followed the classic pattern -

Deny there was a problem
Insist it was something at customers end
Grudgingly admit there was a problem and it would be fixed - no et for when.
The issue made a very brief (less than 2 hours) appearance on their service status indicator (the one they tell you to check first) and then was mysteriously removed.

They are a shitty (near)monopoly - it would almost be better to go back to the old GPO.

Topknob Fri 30-Sep-16 14:16:27

BT bill is the only one I still have in ex h name....because they can't understand that I want a new account in MY name when there is a line already in the house.

The system they use automatically rejects my order and I cannot actually speak to a human about this.

angry

IckleWicklePumperNickle Fri 30-Sep-16 14:22:19

BT is treated equally as any other provider by Openreach it really is a myth that they get special treatment from Openreach. If you think this is not the case check with Ofcom. All providers have issues. Sadly I think it is majorly to do with staff and knowledge.

Sadly only bad press gets out generally.

RawPrawn Fri 30-Sep-16 14:22:25

YANBU. I'm just coming out of a bruising two-month broadband nightmare with BT. Their customer service is easily the worst I have ever encountered.

They tell blatant lies to your face and don't give a shit.

ThePinkOcelot Fri 30-Sep-16 14:32:17

I had no phone or broadband for 2 months a couple of years ago! Bastards. Ended up telling them to stuff it and going back to Sky with my tail between my legs! Plus, because of their incompetence, I lost the telephone number I had had for 20 years! Wankers!!
Don't hold your breath on Monday for your call. You've got more chance of winning the lottery this weekend!

Pimmsypimms Fri 30-Sep-16 14:36:29

Aww crap, I'm in the process of switching to them from Talk Talk, they've already said it'll be 3 weeks, so I guess I'm looking at a couple of months at best sad

RiverTam Fri 30-Sep-16 14:37:39

wow could you pm me too? I really need to get my email sorted! Thank you!

LagunaBubbles Fri 30-Sep-16 14:40:14

I find with BT that the service they provide is perfectly adequate as long as nothing goes wrong

This with bells on. I still have nightmares about our 6 month long battle to get an adequate phone and broadband service. I dont want to bore anyone so a summary involves a 10 page complaint letter and (eventually) nearly £500 in compensation. YANBU. For 3 months of this they refused to accept there even was a problem - the line was dealt with by a British call centre, the broadband an Indian call centre and both blamed each other.

RealityCheque Fri 30-Sep-16 14:44:03

Domina

Sky and BT use the same lines to the property BUT sky have their own equipment in the exchanges so the speeds can (but don't usually by much) vary.

VoteyMcVoteFace Fri 30-Sep-16 14:48:46

I hate them with a passion.

I won;t recount my tale of woe here but I too emailed the chief exec and had a personal response within 20 minutes (this was at about 10pm) and my problem was assigned to a high-level complaints team the next day. Still took bloody ages to sort, but at least someone was in charge of it who I could speak to and did what she said she would do.

His email address is available if you google it, no secret! it's gavin.e.patterson@bt.com

Fluffsnuts Fri 30-Sep-16 15:03:26

BT are dreadful. As are talk talk. YANBU.

GeminiRising Fri 30-Sep-16 17:02:49

Changed over to BT broadband last year and it was all installed on the day they said it would be with no issues. Router turned up exactly as promised. Speeds are ok, but we live in a rural area so nobody else would be any better but they work fine for me. Phone line also with them too.

Talk Talk, on the other hand, were an absolute sack of shite. Which is why we moved back to BT.

I always find using their online chat facility works better than hanging on to a customer service line - though I appreciate that doesn't help if it's the lack of broadband you're having an issue with!

kaitlinktm Fri 30-Sep-16 17:18:50

BT haven't been too bad for me up to now but I got an online bill yesterday telling me that I was £35 in debit and therefore they were going to up my monthly DD amount by an extra £20. shock

I rang them to say I would rather pay the £35 up front and keep the DD the same - and cancel my 1571 complete waste of time and money as I never realise when I have a message but they said I was no longer in debit so could keep my DD amount the same, cancelled the 1571 and gave me free caller display for a year.

IAmNotAMindReader Fri 30-Sep-16 18:22:26

But are shit. Their customer service is shit. Everything about them is shit and they should change their logo to a giant steaming turd.

Had phone and broadband with them. The phone reception was awful and the crackle and noise on the line so bad you couldn't hear a conversation properly.

The broadband speeds were atrocious and each time we logged a complaint we were told the cut off point for investigation was always a little bit lower than the speeds we were registering.

At the end of it, we were getting speeds lower than dial up and they still wouldn't do anything and wouldn't release us from the contract. I had to ignore my bill for 3 months and ruin my credit rating by forcing them to terminate my account for non-payment. As soon as I received that letter I was on the phone and paid up the same day. I was just glad to be free of them at last.

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