The Rant Man

Glad to know it is not just me – I have held off using BT for ten years and in 2 days I have been TOTALLY convinced that going back was the worst decision that I have made for years. If there was an alternative that wasnt shite (Virgin) I would go there.

Julian

An update!

When I ordered BT Vision 2 days ago, the man said that he would phone the confirmation through 2 days later.

Did I receive a call today………….no- of course not.

I phone BT, and guess what “the order has been cancelled sir.”
No explanation, no reason. I have to order again! I was on the phone for one hour! The re-ordering took twice as long because “the other man did not cancel it properly.”

Arrrrr!!!!!!!!!! That implies that BT tried to cancel my order- and they were not going to phone me were they?

Anyway, I have successfully re-ordered, and my service should be delivered in 2 weeks.

Lets see…..

(Rant Over)

Thanks, but it is not just the completion of the order that worries me.

What do I do when the equipment does not work?

Again, to be fair to BT, we have their Broadband with the BT Home Hub, and we have not had any problems (although the ordering of the Broadband – 1 year ago in fact- is another story all together!).

That’s the problem with them. Getting them on the phone and ordering the damn stuff (you would think they did not want your custom)!

Email the CEO of BT folks. It works!

Arghhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhh

It gets better.

Having already establish that BT is run by a bunch of monkeys on crack I decided to keep chasing up the reason for a lack of internet connection.

I’ve phoned BT 3 times with regards to this issue now. In total I’ve spent about 5 hours on the phone. My issue is simple, I have a working phone line yet I cannot sign up for an internet connection. I’m told my number is not recognised by every ISP.

The first time I was assured that it would be activated in 48 hours.

The second time 3 – 4 days, then messed about and past on to the wrong department.

The third time was an indian call centre where it was clear that the woman had no understanding of my problem even though she assured me it would definately be sorted by tuesday.

Anyhow, in between this I had been sending complaints via email, using the link I’ll list below (it appears to get a response). If they reply by email, it’s not worth replying to te person that replies, send another via the link (they ignore your replies).

I just got a call today, “There is a fault with your line which is why you can’t get a connection”. I pointed out that they installed the line on the 24th, the flat never had a line until then. They’re going to try and resolve it in 48 hours and get back to me tomorrow.

I’m just so angry by this point, I end with a sorta “ok, fine, bye” response.

Great, huh? 4 different people, all of them without a clue.

It is obvious that the callcentre staff will lie to get you off the phone! Do not accept what they tell you!

Used the link at the bottom of this page:

http://www.bbc.co.uk/consumer/tv_and_radio/watchdog/reports/internet/internet_20071010.shtml

In a dilemma…

I unwittingly signed up for another year with BT broadband which – finally – comes to an end this month.

Earlier this year I spent 4 days of my life trying to find out why my download speed was so slow. After this experience – struggling to make the indian call centre staff understand what I was trying to tell them, being fobbed off with useless information that bore no relation to my query – I checked the forums and insisted that I speak to a UK technician, who solved my query in 5 minutes.

Even so, I could live the rest of my life without contacting BT ‘customer service’ again and so am looking for another broadband supplier. Has anyone got a recommendation?

Matari

Here is the CEO’s email address:
ben.verwaayen@bt.com

My friend used it to get a refund after spending quite a lot of money on several months of buggering about. It worked for him, so I’m about to try it too.

Here is the simplified instructions to servicing the needs of the UKs telecoms pseudo-monopoly:
To get a phone line connected:
1. Call BT, choose the new ‘orders option’
2. Get through to place your instantly. WOW great service!
3. Get the line ‘connected’ 2 days later.
4. FInd that it doesn’t work. Spend 3 hours and #20 on mobile over 3 days trying to get through to the ‘problem with new order line’. (Amazing how they’ve managed to distribute the manpower between the 2 lines, its almost as if they designed it that way)
5. Send complaint through BT website. Get no reply.
6. Send complaint through Ofcom website. Get no reply.
7. Finally get through and speak to 2 different departments, giving details twice to get an engineer round. Of course this must be in office hours.
8. Receive a moany phone call from BT because their engineer is waiting outside your flat ON THE WRONG DAY.
9. Engineer visits, and finds that there is a problem in the exchange. Fixes problem.
10. Receive a note from BT, complaining that ANOTHER engineer turned up later to fix the same problem. Are these people smoking drugs?

Then the easier bit of getting a refund for the weeks paid for when there was no service:
1. Spend hours on hold.
2. Get passed between THREE different departments, giving details each time. Receive promise that someone will call me.
3. Wait in vain.
4. Spend more hours on hold.
5. Email CEO.

He can’t say I didn’t try.

I have had awful experiences with BT. I want something to be done.

I have set up an online petition, which, with enough signatures, I intend to send to the UK Telecom Regulator and ask them to set up an official investigation into BT’s customer service practices.

I thought you might be interested in my story about BT (I found you by Googling I hate BT!). I started to receive BT Vision email newsletters last November. These state that they are being received because I am a customer. I’m not! When I queried it I was told that it must be because one of their customers is using my email address. This didn’t seem to worry them but it worried me.

After much wrangling with them they reluctantly agreed to take me off of their mailing list but it got me thinking about why I couldn’t just click on an unsubscribe link on the newsletter. This is a legal requirement for direct marketing emails and would have saved a few weeks of email exchanges. BT wouldn’t listen to me about the unsubscribe link so I reported them to the Direct Marketing Association who agreed that BT, a member of the DMA, appeared to be breaking their code of conduct.

BT’s response. Ah, no, they’re not marketing newsletters, they’re service announcements so it doesn’t count and they don’t need to give their customers (and others who they mistakenly mail to) the option not to receive them. Breathtaking arrogance and after all, what’s wrong with a choice, marketing or not.

The case continues with the DMA but BT act as if they are above the law and all professional codes of conduct. The trouble is,I think they are. None of the official bodies seem to be able to doing anything about them. I await the DMA’s verdict and subsequent actions with interest. I fear a weak climb-down rather than upset of one of their biggest members. We shall see.

I think Ian has the right idea. I’m off to sign the petition. There needs to be some serious lobbying to overcome BT’s arrogance.

tr ied the ben.verwaayen@bt.com no site maybe he decided he too dosnt want to be arsed

I have tried 3 times to order BT vision, every time the order as been cancelled internally by BT, spent ages on the phone trying to find out why! have waited weeks for delivery that is not going to happen. Not one person on the phone at bt knows why the orders were cancelled, and they will not let me talk to anyone in charge at bt vision, looks like i have come to a dead end. wish I had not taken out total broad band for another year, will be going back to sky for TV but another year for sky broadband, after being duped in to going with BT.

Can anyone help at BT? I must be joking

BT are Re-ordering for the six time, got to wait until the 10th march for box, don’t think i will get it. One of the bt staff told me to go back to sky! and that was one of the btvision staff. Its just unbelievable no one to help me. will just keep waiting.

Keep seeing BT vision adverts on TV, F*******

Just been on the phone to BT again my seventh order for BT vision as been canceled again, I have given up on BT vision, customer service in total Kr***p, one lady gave me a parcel tracking number for delivery on the 10th March when i checked the number it did not exist, rang BT back and found out that the lady made up the tracking number, its totally beyond any understanding, I have now given up anymore phoning of BT vision, now spent about 90 minutes phoning, no one can tell me why or can be bothered to phone me back.
many thanks, Bob for the phone number will give it a try, but I don’t hold much hope.

excuse me but thats not my photograph so how did a photo suddenly appear on the last post?????????

I despise BT.

I’ve just come off the phone to them AGAIN because a credit that was promised did not appear.

I phoned to place my order for a line to be installed. £124.99 please, installation 24th Jan. Given phone number “1″. OK.

Find out I can get the line installed for £110 thru the Post Office so I phoned BT back to say either price match or cancel. Lady says I could have it for £68.50. Says after further questioning that anyone can have it for that price if they take out an 18 month contract instead of the 12 month one. I’ve just bought a house with a mortgage for at least 25 years so I hardly think that an 18 month contract will be any hardship!! PLUS I should have been given the option of which contract I wanted to go for rather than them just deciding for me.

Lady cancels previous order, processes new one. Installation is now 17th Jan (go figure) and I’m given phone number “2″. I asked “so that is definitely my phone number now, it won’t change?” and was told no. So I got some pet tags done for my animals and off we go.

I sit in the new house (which at this point has no central heating nor double glazing) for 5 hours on the 17th waiting for the engineer to arrive as agreed. No sign. Phone up at 1pm when I get into work (frozen) and they say there is no record of it being the 17th, they’ve got the 23rd down. I figure that even though I’m 99.9% sure I was told the 17th, and I wrote it down as the lady was talking and told my colleague after she said it and put me on hold, that I must’ve imagined it and it must be the 23rd.

The engineer arrives, installs line, gives us number “3″. I phone them up and they say that no number is definite blah blah. I point out that I’m now £15 out of pocket because of this. Rather than give me a refund, they arrange for the number to be changed back to number “2″. This will happens in a few days time.

In the meantime, I’d received my bill dated the 27th Jan, 4 days after the line was installed. They charged me a low usage fee for the 1571 and privacy because I hadn’t made 2 chargeable calls in that month. I felt that was unreasonable as the line had only been installed 4 days previously and I wasn’t even living in the house at the time. Gentleman refused to budge saying that when I’ve made 2 chargeable calls, I should phone back and they’ll refund me.

Phone back a week later to ask when the number will be changed because I’ve got things on order and have given the other number out. Told that it hadn’t been requested but this guy would arrange for £15 credit if I agree to keep number “3″. I said OK (It was a better number anyway!), and he also credited me back the £8 agreeing it was unreasonable.

Me reasonably happy.

The following Sunday my OH tries to phone the landline using number “3″ and it comes up number error. I dial out and it comes up with a completely different number again. Number “4″ had appeared and I could understand if it had changed back to number “2″ because that was what the original request was. Obviously that was far too simple.

I phoned again, got a gentleman who said someone would need to phone me back to fill in a form to change it back to number “3″ and they would phoned me back within 24 hours. I told him that we would be moving in the next day and so could they phone the mobile and he said they would try both anyway. Plus I’d had more animal tags done with number “3″ on, costing £12.

2 days later, there was a missed call on the landline from BT saying that if they needed to speak to me they would call again. They didn’t.

So I phone them again. Gentleman tells me that it will be changed back either midnight tues or midnight weds. I said “so if I phone my landline on Thursday it will definitely work?” and he said yes.

Guess what. It didn’t, it was still the old number. Phoned again. Was told it would happen next Tuesday as no one had actioned anything!! Arrrrrrrrgh!!!

Hurrah!! The number was changed!! But not to number “3″. We now have number “5″.

Until the phone line was sorted, my broadband order kept being cancelled (3 times in all because the number wasn’t recognised by BT when the ISP tried to send them the details). So imagine how hacked off I was to be told that I could raise a complaint online at BT.com? And didn’t I have access to anyone else’s internet? I live in a semi rural location. My parents are the only people who have an internet connection I can use freely. They live 10 miles away. 20 mile round trip to go online and tell BT they’re useless.

I ended up doing some overtime in the office at work and so had use of a computer. I filled in their online form telling them I wanted a manager to phone me back otherwise I would fire off my 2 page complaint letter to their CEO.

I decided I needed a rant so kicked off big time on the phone, telling an Indian lady about 8 times that I wanted to speak to a manager. She kept prattling on so I politely told her that if I had to ask one more time to speak to a manager I would really lose my rag with her. She obviously either thought I really didn’t mean that, or she didn’t know what losing my rag meant. So I went ballistic. Politely. Eventually I got supervisor who said that they couldn’t deal with what I was talking about and so I asked to speak to the complaints department. He told me they’re “offline” so I challenged him pointing out that they must have the use of a telephone and that he should put me through asap.

While I was on hold yet again, someone actually phoned me back regarding my complaint. I know, I couldn’t believe it either. I think I went into shock momentarily.

She apologised as they all do, blah blah, offered me £40 goodwill gesture and I was so fed up I just said yes and agreed to keep number “5″. She said because I now had £63 credit on my account that I would now be in a payment holiday. Good!!

Another lady phoned up about 2 days later asking if I still wanted my number changed? I said no but she could give me a further credit of £12 for the second lot of pet tags that I’d forgotten to mention to the other lady. She agreed. Me happy.

Last week, a direct debit came out for the usual amount, even though I’m supposed to be on a payment holiday. I phoned up and was told that payment holidays have to be requested and manually set up, there is no record of them agreeing to credit me £15 and £8 (even though I’d spoken to 2 other people who agreed they had already been credited) and that they would not be willing to credit me a further £12 as the other lady agreed.

Anyway, to cut a very long story just a little bit shorter, they eventually agreed to credit back £23 in addition to the £12 and a further £21 odd to cover the direct debit that shouldn’t have gone out.

I’m livid. If there was any other option in this area then I’d take it. Unfortunately, North Wales valleys don’t seem to exist for most large companies and so we don’t have cable etc etc.

Thank you for reading my rant. I feel a tiny bit better now.

Oh and the phone call cost me £9. They won’t refund that either.

You are all complaining about BT but none of you are signing my petition!! Please, sign this pettition, tell all your friends to sign this petition. Tell all you friends to tell all their friends to sign this petition!!

We can bitch as much as we like but if we don’t actually DO something, nothing will change.

Please, don’t just write long stories, sign the petition and we can take ACTION against this literally AWFUL company.

http://www.ipetitions.com/petition/Force_BT_to_improve_service/index.html

Did i mention you should sign the petition?

I did sign your petition!! Signed it when you first posted it…

…If another day comes when I walk into work and my boss tells me I have to phone BT (again) I will kill myself. This is not a joke! And it isnt funny! I was just sitting here talking to my friend about how I was going to set up a “I hate BT” website and it seems (to no surprise) it has already been done!

I have to say before I relay my script to you as I do to 10 members of BT a day that I am not out to destroy the reputation of BT as I’m sure alot of people are happy with the service they offer.

…but I’m sure EVERYONE must agree BT have the worse customer service in the whole world!

I work for a small business that has recently moved in to a shop and I (being the admin guy) have to set up the broadband, business mobiles and phone line. I spoke to someone in early Feb in the business sales team and agreed a contract and dates to fit the lines (both being set on the same day.) And also agreed a mobile phone contract which headset options were sent through to me via e-mail, I responded with the choice of phones and was told over the phone (on another call) that the set’s were on the way. The BT engineer arrived drunk and kept leaving to “get parts” for about an hour in total. He then told me he was only there to fit the phone lines and not the internet and to call BT. I’m (personally :’( ) right on the phone to BT and was informed that noone ever told me that the lines would be set up on the same day and I must be lying, okkk…I’m still pretty calm but tense as the reason I phoned early in the month was to be sure everything was set up and ready to go! The internet is now going to be installed in 5 days which is no good to us (and loses us money) but I cant dop anything else. NO MATTER HOW MANY HOURS I AM LIED TO OR TOLD TO GO TO A DIFFERENT DEPARTMENTTTTTTTTT AND HUNG UP ON AND LIED TO A BIT MOREEE! 2 weeks later (23 hours in calls) and alot of stress and thoughts about death I now have a cancelled mobile phone contact (cancelled twice) a day wasted with the business support team trying to use a homehub at my business address with no1 thinking of tellin me I needed a business hub (which should have arrived 2 days before – more money) a phone line in the back room rather than reception and a large bill (for what!??!) plus calls. STAY AWAY FROM BT < …oh wait you cant…I am sorry we as humans have to deal with this ****

I stopped using BT and they are still infuriating me.

I moved into my new house quite recently, got a BT line fitted, all was well. I then decided to go with a different supplier (my energy supplier). This all went well too. I did have a fault o my line, and my new supplier were wonderful, they phoned me back when they said they would, they sent the bt guy out to my house to fix the line, and I never waited on hold for more than a few minutes.

Now BT have sent me a final bill. Not only have they charged me £250 to cancel the service, but I simply could not get through to anyone to pay it. today I managed to get through, it took an hour, and I was put through to a guy who I assume by his accent was in a call center in India. He said he could not deal with my inquiry, and would put me through to someone who could help. He put me through to an unrecognized number!

I phoned up to complain. This time I got through and asked for a manager to call me back. She was mildly apologetic (I assume she spends her entire life saying sorry) as she explained the £250 cancellation charge.

I ended the phone call by saying “£250 is well worth it to never have to deal with BT again”.

My new supplier, Southern Electric, is great.

Bt are now taking customer care serioulsy, unfortunately a little too late for some of you. All calls are already monitered/recorded but are now being listened to by quality control temas and the findings were terrible. Advisors keep BSing customers, giving wrong info and not recapping correctly.

These fools are now getting seriuosly disciplined or even sacked. Sadly the guys in India could still be sh*tting you.
We as advisors get shocking treatment from the guys in india, always cutting us off, can hardly understand them and they just seem downright stupid!!

Also, if at the end of the sales call you aren’t given a full recap, with the term ‘RECAP’ being used, the contract is void. If you aren’t given a full break down of costs, agreement ie special offer for 12months, terms ie contract length, cancellation rights etc and a valid start date it’s VOID!!

So if you don’t think you have been given one get to Ofcom and get away from BT as you aren’t legally binded if your not fully recapped!

i hate bt they whant to charge me 300 pound so they could send one of their stupid guys over to fix my line connection when its there fuckin line outside thats fuked up then when i call them they say when you make up your mind when you whant to pay call back later but how the fuck can i call later when theres always a diferent person on the phone or when they say call me back in 1 hour are they dumb or something there liars and all they say we will clal you back in 10 mins and no call broke ass mugs moved to virgin media and only cost 50 for them to install everything including line broadband and everything…

Hi, it’s Will “BT Vision” again!

I’ll keep the story short and sweet.

I had a query about the Vision (a light had flashed on on the box).
I emailed BT via their “contact” section to ask them how I could get rid of it.

A few days later they just sent some FAQs!!!!
Did any answer my question? Of course not – they never do (let alone with BT!).
I sent back a reply saying that I would quite like an explanation.
No reply.
I then, admittedly got quite angry, and sent a reply asking them whether they were going to bother replying.
I have yet to hear from them!

What can I do………

PS: Overall the actual product has been fine – just their abysmal /non-existent customer service! It should be illegal for the UK’s leading communications provider to be so bad!

But their products are ok (sometimes)!

At the risk of paraphrasing the Life of Brian – I realy hate BT already. The utter contempt they treat you with is incredible. I was missold BT Vision a couple of months ago but I’m still getting calls, letters and incredibly – a further offer to get BT Vision. The staff are pleasant and polite but they are the wost organization that I have ever dealt with. As soon as my contract is up I’m leaving them and going anywhere else. I hate BT.

John

I’ve been trying to get broadband for over a year!! BT have to be the worst company i’ve ever came across. It is truly beyond belief!!!

I’d phone Openreach myself and discuss but to do that i need an ISP.

I feel as though i’m battering my head off a wall!

Ideally i need just one person who understands English, can take about an hour away and just go through it all. I’ve wrote letters, sent reports online from other pc’s and spent more time on a phone than anywould should to and i’m still to hear back from any . . .

Yes, BT is the WORST in the world. I am leaving the country after 11 years as a BT customer, so I called them last week and asked them to turn off my phone on July 28th. I asked a month in advance to avoid trouble (foolish me!!). So what did they do? Of course — they cancelled my phone on the 1st of July! IDIOTS!
I called to complain and had to speak to Nadeem in the BT call center in Mumbai for nearly an hour. He told me the only thing I could do would be to order a new phone, but this would take 3-4 days. I told him this was unacceptable as my wife & children are in the house and we are extremely busy with wrapping up our lives here in the UK, packing, arranging movers, selling furniture, cars, house, changing kids schools, not to mention our kids being invited to leaving parties and us to drinks and dinners… Nadeem promised me that his big boss Amit Kapur would call me back within 45 minutes.
2 hours later, Mr Kapur did call but my mobile was out of reception so he left me a voicemail saying simply, “You will have to order a new line”, and hung up.
I called again and got through to a woman named Ingrid in a call center up north. She was just as useless — no way to reconnect, and 3 to 4 days to get a new phone. And now the clincher — they are going to change my phone number too !!
So not only did BT incompetently cut off a faithful customer of eleven years a month before the requested date, but they also actually LOST my number into the void so that in the busiest time of the last 11 years living here.
When we move back to the UK we will NEVER EVER EVER EVER EVER use any BT service again.

I see things aren’t getting no better for you guys, shame really.

The biggest problems is, as mentioned, bt’s system, oneview, it’s a total joke, always crashing or just running plain stupidly slow, all because it runs through IE and if too many people are on it at work it clogs the whole networks!!

Why the hell couldn’t they have a better, simpler system, makes our lives hell!!

Also, do be nice to use, we do try to help, just the fact we can’t and are always told to get your details to call you back when some of you won’t!!

Copy of complaint letter to BT- ive never had to write anything like this before- im not a complainer, but my god BT are SO completely fucking frustrating i had to!!!!!!

Where to start?!

In the 1st instance I requested for this line to be cancelled when I moved house in December 07! After finding out this would cost over £150 I decided it best to keep the line for the minimum term, as this would work out cheaper! I did however ask a representative to place a bar on the phone to make sure no-one could use it, to which they agreed!( I have later been told that I would have to do this from the phone line itself- I was not told this, as I would have explained that I didn’t live at the property so that was impossible to do!!)

After 3 or 4 months (April I think) I realised that the bar had not been put on!! After much arguing and an extremely long conversations with at least two different people, I was eventually told that if I paid an extra £45, I think, on top of the last bill I had been charged for, then this would take it up to the amount to cancel the line, and that would be the end of it!! I very reluctantly paid this (which was obviously on top of all the charges which had been made by someone else… as I wasn’t living in that property)!The full amount we had agreed was debited from my account, so I obviously assumed that my account had been cancelled as promised!

In May I realised that I was STILL being charged and had to phone you again, they said this would be sorted and I would receive all my money back since my last conversation!! However in June I was charged AGAIN- I phoned back yet again to complain and after a long argument (even though last time it had all been agreed) they promised to give me back the last two months and I would receive a final bill with a refund on!! On this occasion I had to phone back three times, as the first time they needed more information, so I had to dig out an old bill, and the second time someone put the phone down on me- I’m 100% sure this was on purpose!

Now in July, I have been debited £11.20 from my account…the third time since I was assured my account was cancelled!!!! I am DISGUSTED that I have had to continuously phone up every month for the last 3 months to re-discuss an issue, which had been promised to be sorted!! I cannot understand how this has not been rectified?! I was angry enough at having to pay extra money in the first place to cancel the line, when I had been charged at least 4 months of someone else’s phone charges from a property I don’t live in any more, when I had originally requested a bar to be put on the phone!! To then be told it was sorted, and be charged 3 more months of line rental is utterly shocking! Ive found it very hard not to raise my voice on the phone when discussing the problem, as it never seems to be fixed, so I am now writing this letter!! I can 100% say this has been the most terrible service I have EVER received, and I would love for someone to be able to step forward and deal with this issue properly- a refund of the last 3 months charges would obviously be the very minimum I would expect for the terrible way in which I have been treated as a customer!! Taking money from my account when you should have been crediting it seems ludicrous to me!!
If the issue had have been dealt with properly, I still may have continued to use BT in the future- I now find this extremely unlikely! I would appreciate a very quick response to this letter, and unlike the last 3 times, I do not expect to have to wait for another bill to be processed before I receive a refund!

Please please please would somebody deal with this properly?!

Andrew Marshall

just deleted BT from my direct debits via online banking!! i set it up so they would take £25 a month out of my account… thought it was safe… and theyve decided to take £45 this month without warning me!! are they allowed to change this without consulting me first?? aaaagggghhhh!!!!

I thought if you’d agreed on a certain amount for a direct debit, they couldn’t take any more/change the amount or billing date without giving you notice? I thought that was the point of the direct debit guarantee?!

If they’ve done something they shouldn’t have done then I believed you were entitled to the money back and when I used to work in a complaints department dealing with this sort of thing, they got their money back and weren’t expected to pay it again.

Ok, BT suck and so do their systems, however, people who i work with always try to help on every call, problem is our hands are tied behind our back and we’re blind folded.

Im part of the sales team and we try to deal with all calls including non-sales, which we get a lot of. Every problem, we do try and deal with it and understand customers may be really PISSED but we only know so much and can’t find out why an engineer didn’t turn up or why you got billed wrong etc

We will do everything in our powers( in my team, we actually try our buts off) to sort it but BT haven’t given us the knowledge, skills or systems to access many of your problems plus the systems and software are the ‘BIGGEST PILE OF SHIT EVER TO GRACE ANY COMPANY.’

I myself accept being shouted at, i know your fucked off and me being part of BT know you need to take out your frustations, even if not directly at me.

I know many mistakes are made and you guys feel the brunt of it but my team personally tries very hard, infact alot of csa’s do but we ourselves are let down.

Many csa’s get upset for letting you down and nobody likes dealing with unhappy customers, if we please you, we feel happy ourselves and it does really get me down when i get elderly people who are having issues and they just keep getting passed around, or the young lady who keeps having to top up her mobile only to have it run out on a call and endup at square one on the next top up and call.

All i can advise is if you have problems with BT write a letter of complaint with serious threats and what has actually happened and if your still not happy try and get as far away from them as possible.

Hello
I also hate BT and I have started a petition here
http://www.petitionspot.com/petitions/BTBroadband

Please go there and sign the petition.
When I have a couple of thousand signatures I will send it to BT
Thanks

I have had the missfortune of being with BT for 2 years – everytime I call there is at least a 15min wait and then much to my dismay I end up in a call centre somewhere in deepest darkest India. This in itself is not a problem however the opperators on the other end are completely devoid of any ability to help, they simply read off a computer screen and continue to appologise for not understanding me….

Upon moving house again I had to give in to the the aweful experiance of phoning bt informing them of my new address – needless to say it has been two weeks since we moved in, they have messed the order up twice and I still don’t have a telephone line conected.

It is comforting to know that I am not isolated in these experiances however if anyone has any ideas on how we can bring retribution then count me in!

In regards to Direct Debits, all people are entitled to a refund by asking for an Indemnity Claim from their bank, but they have to refer to their bank to get them straight away. The bank will refer you back to BT, but you have to shove the DD guarantee in the Bankers face, and show them the part that says the bank will refund the charges.
BT can refund the DD via a manager, but it takes a lot longer than the bank system (usually 24 hours at the bank).

Heya guys i feel your pain i just left BT im a IT trouble shooter for the bt vision service there bb is a good as any isp but the vision box is a nightmare.Ok lets look at the basics in order to get a fully working bt vision service you will need a outdoor ariel indoor just wont get you a decent picture 2 a constant 2 meg connection this is harder than it may seem as bt lines constantly change. So you will call us for help great well not quite because we are forced to follow a script which in most cases gives false information so the customer (thats you)gets patched up as quickly as possible and sent to another dept this is to keep call times down it does not help the poor cust but keeps your team manager happy and bt share holders smiling .On a final note most decent IT guys would love to help the customer i myself have many emails from happy cust but my calls times are high and as i said its about a quick fix so next time your on hold for 40 mins or longer remember its not that we dont want to help its that we cant so i quit

Hi People!!!

One thing that makes me laugh about BT “residential”customers are the ones that actually run a Business from a residential line, now if a fault is on the line the response time to repair is one working day. now people who run businesses MOAN and get angry and scream with this………..well their is a simple solution!!!!!! run a business from a BUSINESS line you cheapo’s, its a guarnteed 4hour response time……..plus its a breach of contract running business from resident line anway!!!!!
Also i hear people moaning about possible charges if an engineer comes out to fix a fault……if its their equpiment at fault they may be charged as wasted visit, but if fault between main sockt and exchange, its maintained free of charge!!! now in faults dept they help you to make sure its not the equpiment in house at fault BEFORE they send an engineer out,,,, so that customers will not be charged, thats still not good enough for some customers though!!!! they then threaten to move to another service provider………well good luck……they all use the same engineers from OPENREACH LOL!!!!!so charges are the same with all SP’s…..except virgin who use their own.
also regarding a blog i saw earlier the reson BT stay with oneview system is because they originally used a system caused SMART which was a great system that never crashed!!!! but ofcom saw this system as an unfair advantage over all other telecom companies…..so now bt have had to move to oneview as ALL other companies are on aswel so all companies are on a level playing fieldl!!!although BT work on WLR3 and most other providers run on WLR2 at the moment. they should have moved all SP’S to SMART then every customer would be happy!!!!!

Many thanks people.

http://news.bbc.co.uk/1/hi/uk/7698940.stm

Ooooooooooooh how I laughed!!

Oneview is crap and certainly not picking up pace!!! the new(ish) CCP14 release was a nightmare!!! from a repair perspective anyway. and RFT sucks, they go on own domain scores instead of advisor influence, so if Openreach f**k up, we get it in the neck if RFT scores below 90%, i understand the principal as the customer is the most important person, but not going about it the right way!!!

Flotta-if you’re going to be there at least 18 months ask them for a cheaper installation fee. They didn’t bother to tell me about it until I kicked off about something else and suddenly it wasn’t £125 anymore, it was then £68 odd.

Call this guy:

Alec Rogers on 01412208410

He is really high up in customer support at BT (notice the direct phone number) and has helped me on numerous occassions…

including a 9 month argument over a £600 bill for an engineer that did 4 to 5 hours work only at our premises only to discover it was an exchange fault in the end, which customer’s are not liable for!

Mal in London

My fiancée and I moved into our first home together and before we moved in we phoned up to find out if there was a phoneline installed.
When my fiancée eventually got through after two times being cut off. When she got through she was asked to provide the postcode and house number so she did. She was told “Sorry that postcode doesn’t exist” (we got the postcode of the Royal Mail website and it was correct) so she tried giving it again, “Sorry it doesn’t exist you will have to cancel your postcode and get another” WHAT!?!?!?!?!?! we were eventually told there was no phone line in the house and we would have to pay to get one connected.

Anyway we moved in and found out actually there is a phoneline installed there (dial tone and everything). So I proceeded to get BT broadband and phone option 1 which included free evening and weekend calls. The BT engineer came to “install a new line” I told him that they believed there was no line installed, he played around for 3 minutes outside and said “that’s it done.” he must of told them there was a line already there because we got a discount on the install fee £25 it cost probably for the engineer call out I wrote it off maybe I should of complained.

anyway I got my bill in the other day and it turned out all our evening calls have been charged I wrote an e-mail via the website saying that I have been charged for all my calls when I shouldn’t have.

I got a phonecall today from a lady saying in actual fact the free evening and weekend calls ARE ONLY with the BT Broadband home hub phone I asked her if I should of got a phone then and she said “Not with option 1 you have to pay more” she said it should of been explained in the e-mailed I recieved when I signed up

http://www.productsandservices.bt.com/consumerProducts/displayTopic.do?topicId=25633 <— Option 1 Doesn’t say anything about needing the BT homehub phone for the free evening and weekend calls

and the e-mail when I signed up says:

“Evening & Weekend Call Plan: No extra cost ”

“Thanks again for ordering a BT Total Broadband Option 1 and a BT line with Evening & Weekend calls included. We hope you enjoy our best value phone and broadband package. ”

I have complained to Ofcom about this so hopefully this farce gets sorted and gets sorted quickly!

AAAAAAAAAAAAAAAAAAAAAAAAARRRRRRRRRRRRRRGGGGGGGGGGGGGGGHHHHHHHHHHHHHHH!!

I feel better now for ranting

Cheers,

Alasdair

I would strongly advise anyone from using bt ever! I was a massive ordeal to get it set up in the first place, spending hours on the phone!

But then me and my girl friend decided to move back in with our parents, since I have have 3 months and several long phone calls to cancel everything with them.

The first one back in November, not only was i told i had to pay a £270 cancellation fee for leaving broadband and phone (as I suposedly agreed to an 18 month contract, and have no knowledge of doing so!!) I was told not to cancel any direct debits as final bills would need to be taken out.

The following month all direct debits came out as normal, so I rang in and asked if that was right? The person I spoke to said that was nothing on there system from my previous conversation and nothing had been cancelled, and they didnt even note that I was no longer in the property!

I then had to speak to 3 different departments to cancel my vision, broadband and phone to get each cancelled seperatly(which stricks me as a massive lack of efficiency from a big organisation! although they are probably just getting me to spend money sitting on the phone for hours like an idiot!). I was then told that I would need to cancell my direct debits to ensure that no more monthly payments came out – and that a final lump sum payment would come out automatically.

I have rencently picked up my post from my previous address and found several shitty letter within the spce of 3 weeks demanding payment for final settlement figures. I have since rung them and have again had to speak to several departments to sort out final payment!

I find it hard to understand the logic behind tieing people into rediculous contracts, as I will be moving out again in the near future and will definatly not be using bt ever again!! and will be telling poeple of the particularly bad experience I had with them!