Someone who appears to work for BT has made a reply to my “I Hate BT!!!” post. As their comments are so entertaining, I’ve decided to give them (and my response) a post of their own. Paragraphs in italics are selected quotes of the comments posted by someone called “Lord Huggington”. The complete post can be found on this page….
Thanks for your post. I am going to assume you work for BT based on what you wrote. You’ve made some interesting points, so let me comment on one or two:
Hahaha, i found a small corner of BT complaints.
Actually, no you haven’t. What you’ve found is a blog page containing a rant because I’m so dissatisfied with the lousy service (over and over again) from BT.
I dont feel pity for you.
And I would expect nothing less from BT. Why change now?
BT total broadband has several million customers and you expect to have perfect service all the time? Get a grip. I mean the reason that it takes so long to get to an agent on the phone is because were not robots and we must look after the customers we do get on the line. Any complaints you do have about BT you can send them to – complaints@btinternet.com
Who said anything about “perfect service all the time”? What I would like is good service most of the time or even some of the time. I don’t think that’s unreasonable. So far, that hasn’t materialised. If you look after customers you get on the line, I applaud you. The majority of the drones I have spoken to in the past certainly don’t. So, keep up the good work! Thanks for the email address, but it’s a bit of a waste really. Why send a rant to that address when I’ll simply receive some stock answer from someone who couldn’t give a toss? Nah, I’ll stick to the blog thanks. It’s much more fun.
you can generally get through to us within 2 minutes if there is a queue.
Us? Which dep’t do you work in?! Not in my experience! I’m sorry if that’s the company line or the case in your particular corner of the organisation, but from a customer perspective it’s absolute nonsense. In all the years I’ve had to deal with BT, I don’t think I’ve ever managed to speak to someone within 2 minutes consistently. It’s the exception rather than the rule I’m afraid.
Maybe if your fed up being transferred to other departments, call the correct department!! Ask any agent and they will give You the number you require as standard.
Well, thank you for that constructive response. Excellently argued. Did you even bother reading my post or are you simply trolling? How do you know which dep’t you need as a customer when BT staff can’t even get it right?!? Priceless. If you do read my original post, you’ll see that my problems stemmed from being put through to the wrong dep’t by BT staff and eventually to the right dep’t that I’d never heard of and didn’t know the function of anyway.
Have some logic people, what company doesnt screw up?
Erm, all companies screw up. Just not as much as BT! That’s perfectly logical to me anyway.
A complaints website is just sad, it will get no issue resolved, contact the email address above.
See comments above. This is a blog, not a complaints website. I’ll pass on the email address, but thanks for the effort.
Never call up to have Broadband immediatly switched on, its not allowed, as regulated by Ofcom for all service providers to promote healthy competition.
I didn’t call to have it switched on immediately. I called with lots of time to spare and an overlap in order to minimise or negate the lead time. BT staff screwed up and I lost several days as a result. Good grief, you really didn’t read my post did you?
Further engineering work may be required on your line so every date that BT gives to customers is PROVISIONAL, it cannot always be counted on e.g the engineer that was on his way to your local exchange to get your broadband installed and crashes his van on the way/ family member dies /traffic problems/assigned to much work for one day/breaks his finger/gets electrocuted. What im trying to say is that the list of variables is almost endless. All dates are provisional.
Ahhh, the good old “provisional” argument. Sorry, not good enough. When a customer takes time off work and waits all day for an engineer who doesn’t turn up and for a company who doesn’t bother even letting you know they won’t be turning up, that’s just a piss poor excuse. Nobody tells you it’s provisional when the appointment is made! Just how often do your engineers have accidents and break fingers? Crikey, you have some unlucky employees. Remind me never to apply for a job! I guess the best place to find BT engineers is Accident & Emergency then? Thanks for the tip. Next time I need one, I’ll pop down to the local hospital instead of spending hours on hold. I hope you are taking notes dear readers? Aside from anything else, why can other companies manage to get employees (be them engineers, repairmen etc.) to your home on time and on the day promised? Pull the other one, it’s got bells on!
Never call up and complain that your broadband has been switched off and you need it for business. This is a break in your term and conditions and BT can reserve the right to disconnect your broadband if they so wish and hold you to term.
I didn’t say anything about needing it for business? I said, I need it because I’m setting up a business! Can’t you read? Besides, I don’t use BT for broadband. I use a real ISP with proper human staff and everything.
You will never be compensted for losing business on a residential line, dont even attempt it. You can be compensated for the calls you do make to BT.
I haven’t lost business! I won’t be using broadband for business, merely to set up the business….never mind, I know I’m wasting my breath!
Broadband is not just a flick of a switch and *poof* its on.
Well, it should be. Is “poof” a technical term? As I don’t work in telecommunications, I’m not sure what that means. Could you clarify please?
If your broadband is not active by the date its supposed to be then you have entered into no contract with BT and BT do not owe you any form of service, although you may choose to go with a different service provider.
Let me reiterate…I would NEVER, EVER use BT as an ISP. Why? Because BT are crap and couldn’t organise a piss up in a brewery. Is that clear to you now? Have you not read my posts on this site? I do use a different provider. I only ever used BT once and that was very briefly for dial-up. Never again!
Almost all ADSL service providers use BT Wholesale, you will never speak to them but your SP will. Bt’s engineers will always be used unless they hire an outside contract to have work completed if it is unusually busy. All service providers rent BT’s lines so when it comes down to it, BT have to deal with it anyways.
Your point being? I don’t care who I speak to in BT as long as they don’t pass me off to a different dep’t, do deal with my problem professionally, politely and competently and actually do their job properly. I know this is a pipe dream, but I live in hope….one day.
Enjoy
Enjoy what?
Thank you so much for your defense of BT. It didn’t work because BT are still crap, but keep trying.
Jim
The Rant Man 
Lmao, sigh. i tried. Im not wanting to defend BT, they are as guilty as it gets for customer service, just wanted to try and put forth an understanding that BT is very large and has many employees. I am an employee of BT and i to find it very annoying when i have to contact the hell dept to get through to Mr doesnt give a toss in India. There are many people who i know are just like the agents you describe, passing customers through to another agent in a different dept but i must let you know most agents do not do what is commonly known by BT themselves as the “BT shunt”
I work on the Broadband side of BT, hence so many ISP refrences so i do apologise, i did read through your article but i just found myself ranting too….
You can rant as much as you like about what ive written but that is the way BT do it. At one point BT were putting 60,000 customers on broadband per week with only 4000 delays. Thats a damn good percetage ratio.
I can also type a list of exceedingly handy BT numbers in hope that you can cut the time you have to wait in queues. BT wouldnt allow it but they will never know…
I typed enjoy at the end of the last comment in hope that some people could use it as a reference so this time
Farewell
Thank you once again for taking time to post. There was a little bit of ranting, sarcasm and irritation in my response, I’ll concede that much. However, I truly appreciate that you had the guts to come and put up a defence in a constructive way.
Just so we’re clear, I wasn’t ranting at you personally, just the monster of an organisation you work for. It’s a shame they aren’t intelligent enough to employ more people like yourself, maybe then things would improve!
I know there must be BT employees out there like you who really do care about what you do, try to provide a good service and want to do right by the customer. Unfortunately, in mine and many other people’s experience, it’s very rare.
I have had many bad experiences with BT over many years. They have done themselves, as an organisation, no favours and deserve all the flak they get on this and other sites.
It’s telling that BT actually have a term for what I described. BT Shunt. Yes, that’s fairly accurate.
From an outsiders perspective, I’d say BT’s main problem is twofold –
Firstly size and demographics. Decentralised departments all over the UK, and they don’t (appear to) communicate with each other. So one dep’t cocks-up and nobody is aware of it, there’s no follow-up and the customer is supposed to second guess. Then, they wonder why they have an irate person on the other end of the phone who just wants their service to be connected on time, with no mistakes and for someone to take responsibility for it.
Secondly, the same as most big organisations…the further you get down the chain of command (and away from high salaries and accountability etc.) the less job satisfaction you generally have and the less you care about the annoyed customer, shouting at you for a cock-up made by someone you don’t even know.
I did enjoy 🙂
Jim
Loving your work therantman, thought I would post a letter I am about to send off to BT:
To Whom It May Concern:
I urge you to read this letter thoroughly and would request a response as to whether you feel I have a justified complaint. Please bear with me while I try to explain what has happened in order to give you a full picture. I will avoid going into huge detail for fear of waffling around the point of this letter.
I was moving into a new property and required a phone line (the property had never been connected before) and with everything being finalised I attempted to be pro-active and order the phone line knowing it would take a week or 2 to be installed. After, what I would deem an unacceptable amount of time being kept on hold (I will later realise this is the norm for BT), I managed to order a phone line for the property. Again, being my pro-active self I thought I would order broadband at the same time, or at least make it known that I was intending to order it so it would take less time once the phone line has been set up. I was promptly told this was not how it was done and I would have to phone up again. Anyway, after just over a week of no confirmation from BT about my order I phoned back (when I learned that it is not unusual to be on hold for over an hour) and was told there was no record of my order. Strange, since I had even been given a reference number, but putting it down to a bit of bad luck I re-ordered. I phoned back a few days later to make sure everything had gone through and amazingly my original order had been found. Now we are at about 3 weeks from when I originally ordered and about a week away from an engineer coming out. Great, took a bit of time and there were some hiccups but it should be done soon.
Once the phone line was installed I wanted to order broadband. So off I go to my nearest Wi-Fi hotspot to order it (I couldn’t bare being on hold anymore). I ordered broadband with no problem; I even get the limited edition black home hub. Broadband takes about 10 days to be installed, so about 10 days go past and I’m getting ever more excited about my limited edition hub, but nothing comes. So back on the phone (still about an hour on hold) to find out what’s going on. “It’s been put on hold sir because we can’t find your local exchange, hasn’t anyone told you?” No! Nobody contacted me to tell me anything of the sort. I’m now told that BT engineers are driving around trying to find the exchange and it will be within the next few days, then 10 days after that my home hub will be delivered, but I will be contacted once the exchange has been found. No contact but my home hub is delivered a week or so after. Happy with the limited edition hub, not so happy with the lack of contact.
Now I am online and surfing away to find a TV provider. I see an advert for BT Vision…do I dare? It looks good; I must have had a bit of bad luck with the previous services BT provided me, and this is their rival to SKY, so they must be anxious to satisfy my television needs. So I ring up and am put through to a BT sales assistant straight away, things are looking up. A line test is done on my broadband (I have option 3, 8mb) and I’m told everything is ok and an engineer will come out on the 22nd September (the standard 6 weeks). I make the arrangements to be in on the 22nd and hear nothing back from BT. Stupidly assuming all is well I sit in and wait on the 22nd. About 4pm on said day I decide to phone BT to see what’s going on. I find out there is no record of my order! By this point I have put up with quite a lot and am starting to feel a bit aggravated by what I perceive as BT clearly not caring about its customers. The sales assistant was very apologetic and the only answer she could give was that BT’s systems are ‘playing up’ and orders are being lost. So by your own employee’s admission the systems are inadequate.
Reluctantly I re-order BT Vision. Another line test is done (I still have option 3, 8mb) and I am told this time that the equipment will be sent out, not installed by an engineer, and will arrive in 6 weeks time. I asked for a reference number but that will be sent out via email over the next couple of days. Sensing my diminishing faith in BT the sales assistant told me someone would phone to confirm the order. 1 week passes and I have no email and no phone call. I’m back on the phone to BT but now the sales representative refuses to speak to me. After answering all security questions she asks if I am the account holder. I am not, my partner is, but you have been dealing with me thus far so why are you refusing to me now? All I want to know is if my order is actually being processed or if it has succumbed to the same fate as my other orders. Now being unable to even speak to anyone I am fuming. I ask for the complaints department but because I am not the account holder she refuses that as well. I ask for the address of the complaints department but am told there is no such thing.
At this point I am wondering why I am giving BT my hard earned money. I phone my partner and tell her she now has to phone to ask for the update promised to me. She does so and is told that our order has been put on hold because our broadband speed is not fast enough. I found that a little strange since it is currently the fastest you offer. If you are offering a faster service but not telling customers might I suggest a different approach? We are again asked the question “didn’t anybody tell you that your order has been put on hold?” Again, the answer is no. Another line test is done and amazingly it is found that we do have fast enough broadband to support BT Vision! 3 line tests – what an amazing waste of resources.
The order is apparently now being processed as I write this letter, with a full promise of an update over the next couple of days. You will forgive me if I don’t hold my breath.
I am amazed that this is what it takes to order BT services. A friend of mine was in a similar situation (requiring a phone line, broadband and television) at about the same time. He went with SKY for the whole package and it was all fully working within 3 weeks of his original order. I envy him.
Now I am hoping I have painted enough of a picture for you to be able to understand my position. In turn I tried to understand yours; to see what I should expect as a customer. I was clicking around your internet site and came across your values. It may be worth either reviewing them or the ways in which you achieve them. As a customer, and based on my brief but eventful relationship with you, would you like my opinion on how I think you are doing in relation to your values? Well I’m going to anyway:
• Trustworthy – we do what we say we will – In none of my contacts with BT did you do what you said you would, not without considerable stress on my behalf.
• Helpful – we work as one team – This is clearly the most laughable, nobody who I spoke to had any idea about any other processes in place if they were in a different team, the very fact a customer has to phone up so many times to each separate department, and my bills for phone, broadband and Vision all come through as separate accounts, demonstrates how far away you are from achieving this.
• Inspiring – we create new possibilities – There is more truth in this one, good going! It’s just a shame customers have such a hard time getting these new possibilities.
• Straightforward – we make things clear – Not really – I was told things on the phone contrary to the website (or hidden on the website) and at no point did I think to myself ‘thank god I spoke to that BT representative’
• Heart – we believe in what we do – If you believe in what you do then please try harder to achieve the above ‘values’.
I also found another quote from your website:
“This means getting ever closer to customers.” you couldn’t be much further away from them at the moment,
“We’re passionate about customers and are working to meet the needs they have today and innovating to meet the needs they will have tomorrow.” I don’t think you could claim to meet my needs of yesterday let alone any day in the future.
I use these examples not as a way of venting any anger I have at BT, but because by your very own statements I should be feeling close to you, the process should have been straightforward and you should have my utmost trust. This is not the case. Your motto ‘BT – Bringing it all Together’ I find a bit strange as well, what exactly is ‘it’? It’s certainly not anything within BT or any of its processes because I now receive 3 separate bills on different dates with different account numbers. That’s not really bringing anything together is it? If you actually were bringing it all together I would have 1 account with the phone line, broadband and Vision attached to it, with 1 account number and 1 direct debit. Surely this makes more sense?
I would expect the reply from you to say something along the lines of me being a ‘one-off’ case, but I know this is not true as I have spoken with many others who have dealt with exactly the same problems.
This letter may not tell you anything you don’t already know, but I would honestly like a reply and for someone from BT to tell me if this is an acceptable way to treat a customer. As I mentioned earlier, I am currently waiting for a promised update on my BT Vision order and this may be the final nail in the coffin of my relationship with BT.
I do understand that I am merely one residential customer, and my dissatisfaction with BT is hardly going to change your financial forecasts, however I would hope that you would take this opportunity to look after the smaller customer (I would say in an attempt to rebuild the relationship, but the relationship was never erected in the first place).
I hope I have not taken up too much of your time and I eagerly await a response from you; please see below for my contact details.
Sincerely
Hi Dave,
Crikey, you have been through the mill with them!! I have to say your letter is very polite, considering. I think I’d be at the smashing things stage by now!
The quotes you pulled from the BT site at the end of your letter are staggering. I was stunned when I read them. Does anyone actually believe this crap? Surely not! No doubt those “values” were penned by some marketing guru on £100k per year. They sound very nice, but are hardly applicable to BT. Who are they trying to kid?
Please keep me posted on the state of your current order. I’d be very interested to hear how it goes.
Good luck,
Jim
I can’t believe how polite I was in the letter. I’ve sent it off now although with the postal strikes I’m not sure when it will get there.
As I wrote the letter I should have already been contacted by someone confirming the order, but now we’re almost 10 working days after that promise and no contact. Its time to phone Sky I think.
I have to say I’m absolutely shocked that they don’t want my money, they normally act like this AFTER they have your money, not when your trying to give it to them – the next letter I write won’t be so polite and I really feel like saying to them “you have enjoyed many successful years as a monopoly, now you are a private company, welcome to the sector, I fully expect you to fail miserably, your competitors are light years ahead of you”.
Still waiting…..
Dave
In a way I am glad to hear I am not alone in my experiences so far with BT, but on the other hand it does depress me and give me pause for thought as to whether I have made a wise decision…..
I have only just entered into the “BT arena” but am already feeling abused and disabused as a customer. Simply switching the phone line on in our new property has failed to happen on two occasions resulting in a total of 3 hours on hold in an attempt to secure an explanation/find out when it might actually happen. Like Dave I ended up re-ordering the line through the sales department (funny how you can get through to them in a couple of rings- and if they are too busy they give you a call back option – why is that not available on the service side one wonders?) purely because I have yet to get through to any one at all in the “want a new phone line or service but have already placed an order” dept.
3 hours….3 hours on hold on my mobile over 48 hours and nothing, two email complaints sent in rant mode…disappeared into the ether no response, so ended up randomly pressing buttons on 0800 800 150 until I got someone to give me the complaints number – too busy to answer that either so left a message. Got a call back….from someone who was clearly following a script and was of zero help, they offered to put me through to the right dept they did….guess what, yup “sorry we are experiencing a high call rate at the moment, all our agents are busy please call back later” and it hung up on me HA! I have ordered BT Broadband and am considering BT Vision – like Dave I am tempted by the well marketed offer, but if experience so far fills me with dread rather than confidence.
Before having to use BT I was a cable customer and suffered the appalling customer service of NTL (now Virgin Media) they are the kings of missed appointments; they have raised the “wasting a customer’s precious time off work waiting in for an engineer” to an art form. But even they managed to answer the bloody phone once in a while. Before that it was Sky and well…..
….I hate to say it, and it seems to be born out by Dave’s mate’s experience, but Sky have a much better record in customer service. I was a customer for many years and had no – and I mean that no problems. For us Guardian reading eco-liberals out there, giving money to the Murdoch Empire may feel like selling your soul to the devil, and their programme packages are pricey and inflexible but they do at least provide the service you asked for when you asked for it and they do seem to actually value your custom.
Sir Michael Rake the new BT chairman has disclosed that BT may have to borrow serious money to become a player in the IT provider market, let’s just hope they spend some of it on customer service. God help their customers (see I am already distancing myself…what was the number for Sky again…) if they don’t.
3 hours…3 hours, I just cant get over it, 3 hours and I still have not got through to BT, Virgin Mobile are laughing all the way to the bank and I am sure as hell going to be passing on the bill to Sir Michael.
P.S this rant was sent via a Vodofane 2G/3G wireless modem – a mere £8.50 per day’s access, more expense whilst I wait for BT to pull their finger out.
Jim – welcome to the joys of dealing with BT.
A quick update on my situation –
No response from my letter, they do have a couple of weeks to respond and strike action probably didn’t help, but not really expecting a response either.
BT Vision was delivered the other day (they didn’t ring to tell me it was coming or when to expect it, it just turned up, and it was only through a stroke of luck that I was in to sign for it!).
Set it up with no probs but the main feature of the box (the ability to record/rewind/pause TV) didn’t work. Phoned tech support, (only about 35-40mins on hold this time) they said something on the account was turned off but they couldnt turn it on, phone another number for that. Phoned that number, they said everything was fine and to phone the other number back. Phoned the original number and they said they would turn that feature on!
Why the hell was it turned off in the first place, why wasn’t the information they were seeing and telling me consistent and why couldn’t it be resolved by the first phonecall??
On a separate note, I ordered a Setanta card so I could watch some football which wasn’t posted to me, so I rang up and now apparantly another one is on its way and should have been with me yesterday. Again, could be Royal Mail but it seems like one long battle with BT!
I have only just moved into this flat and once costs settle down and I know how much I spend per month I will be signing up to Sky, the worst thing BT could have done was allow customers to sign up to BT Vision on a month-by-month basis, they don’t have me tied in for 12 months.
I’m also now knee deep in letters/statements/bills/contacts from about 5 separate departments within BT. For the love of God please centralise it and stop cutting down so many trees!!
I *think* I’ve now dealt with BT all I have to as everything is almost set up (a quarter of a year after the original phonecall), so now I wait for something to go wrong before I’m back on the phone…
Hi Dave,
Wow, you actually got it installed and working!?! Hell, that’s a result after all this time. Still, bit of a bugger to have to wait three months for the privelege.
I’ve had cable turn up without letting me know, but not BT. If you’d not been in, it would have taken them another six weeks to get another engineer out!
Seems like de-centralisation is one of the root causes of problems to me. Accounts and customer service are all over the place in terms of geographical location and efficiency!
The billing is a nightmare. I still have no clue how to interpret my phone bill, so they could be ripping me off every month and I’d be none the wiser (their master plan?!). You have my sympathy with that one. How will you know which one(s) to pay?!
Fingers crossed that it will all work properly now forever.
Thanks for keeping me up to date.
Regards,
Jim
P.S. I’m going to be posting something about Sky on the blog soon. They’re more efficient than BT in my experience, but…
I am with BT and have option 3 which should be unlimited.
Unlimited HA HA HA. If you download want they class as high use they limit your speed’s to more like dial-up With no notice to you the user.
They don’t want to tell you they have put a restriction on your service. I only found out when a member of staff slipped up and told me after many phone calls.
Tech help want a laught, no help more like it. I have had to teach staff at BT over the phone on how to set up parts of the home hub when I have contacted them for help with a different problem.
It’s a case of slove it yourself by looking on the net. I have wasted meany hours sloving problems this way. Running around using google and in most case’s getting the problem sorted.
BT staff have no clue form want I have been through.
SEND THEM BACK TO SCHOOL IS WANT I SAY.
Hi Jaime,
Your post about their limiting bandwidth without admitting it reminds me of the days when I used to have to deal with BT and their leased lines.
I have lost count how many times (bear in mind they have SLA’s in place for leased lines!) the leased line failed. I rang BT, jumping up and down as an IT Manager because it was affecting the business. Invariably, BT would “look into it” and ring me back. This they did (only because they had to under the SLA) and it was always the same…..”our engineers have found no fault with the line”. Lo and behold, it always began working immediately before, during or after that phone call.
BT are sneaky, underhand and I wouldn’t trust them with the truth if my life depended on it.
Pathetic really.
Thanks for posting Jaime.
Regards,
Jim
Hi, It’s me again back to the BT restriction thing again after some fun and games I was told that the restriction will be lifted on the 24 of november it’s now that day and still restricted.
The tech people can’t help and you have to contact a department which is only open mon-fri 8am-5pm. You would think that the tech department could do something as it is broadband related. No you have to phone this number 08007076044 which handels broadband restrictions.
If I could I would have gone to Virgin for broadband as a friend of mine get’s around 8MBs with no slow down. Now that sounds more like broadband.
If you are with BT and have slow speeds contact the number above and ask if your restricted you may find you are and they didn’t tell you by e-mail or other.
Will keep you up to date as things go on.
This is the problem with ISP’s in the UK at the moment. You can get a super fast broadband connection if you are lucky enough to live within spitting distance of the exchange. However, unless you pay a premium, most ISP’s will either cap your monthly bandwidth up front, or start quoting their “Fair Usage Policy” at you if you take advantage of the high speed and download a lot!
I’m lucky enough to have signed up to Pipex when they were doing “unlimited” bandwidth accounts, but I doubt it’s really unlimited. I notice now that 100Gb/mth will cost you £40 with Pipex. Ouch!
I do wonder how many ISP’s who advertise “unlimited” accounts actually cap speeds. It’s very naughty….but this is rip-off Britain after all!
Regards,
Jim
Hi, I am on hold at the moment with BT tech help as I was told by the restrictions department that they can sort the slow speeds out as the restriction is only between 5pm to midnight but so far I have been put on hold 4 times so the tech man can talk to the other department. This is fun.
Just before this call I was talking to a women in the tech department told her it is a custom built computer and she told me the contact the company that built it. So I told her that I built it at which point she keep on telling me to contact the bulider. So I said “I am the F***ing bulider so stop telling me to contect the mother F***ing builder” to which she said “Contact the builder and aks him/her to check it for you”. At which point I screamed at her and told her your F***ing dumb and hung up.
The tach guy just got back to me and said he will have to call my back as he is unable to get in contact with the other department this is want BT is all about. BS after BS just to get you off the line. Why pay when you get this sort of thing done to you.
Well it is BT the master of the roundabout where you stop god only knows.
I hope the number I put up in my last post help some of you out there.
Anyway heading out for a drink or two and wait for the phone call that will never come like the last four.
We all know that broadband suppliers advertise their speeds as “up to”
a certain level. But how fast is your actual connection? Now you can
find out with our broadband speed test,
use the
checker below to find out. To get accurate results make sure that you
are not using your internet connection for anything else while the test
runs (it only takes a few seconds)
For a communications company, BT is the most utterly useless, demotivated bunch of disparate cuntbags I have ever, ever had the mispleasure of dealing with.
They systematically cut customers off without contacting them, take a week and charge a customer to get reconnected.
They never fulfil their promises.
They overcharge customers regularly and cut them off if they dispute the charges.
They charge a fee for not paying by direct debit.
They keep customers on hold as long as possible to make their entire experience of having to contact BT as infuriating as possible.
There have so many departments that will bounce you from one to the other like a fucking pinball, none of them knowing what any of the other does (and not giving a fuck about you either).
Al Qaeda – please please please make your next terrorist attrocity to BLOW UP BT. They will not be missed one bit.
P.S. BT are the terrorists. They threaten my business and personal health on a daily basis. Aaarrrrrrgggghhh!
I don’t mind a good rant and swearing is fine here, but please try not to post anything too evocative. As I’m all for free speech, I’ll not be editing posts unless they become libelous. I think the comment about bombing BT went a bit far.
Just a thought.
Jim
omg.. good work, bro
Lord ‘Huggington’? wtf?!. Anyhow “dude” you work for BT, so you are GOING to defend their crappy service, for fear of losing your drone/lemming robotic employment, with one of the UK’s shittiest companies (THE shittiest? – possibly…).
Grow a spine, and spill the beans – those rotten, stinking beans… BT attempts to be this amazong, Hi-tech company… but the reality is that they know NOTHING about the products they sell (import from INTELLIGENT companies, re-badge and claim all credit for having ‘developed’ the tech; BULLSHIT!!). Take the Home Hub for example… Thomson?? wtf were BT thinking?!!.
Anyhow – to get to the point – stop defending the indefendable BT, on a PRIVATE blog which was setup IN ORDER TO COMPLAIN ABOUT BT’S USELESS, CAREFREE “POLICIES” (non existant levels of customer satisfaction). BT fuck EVERYTHING up – I received my Black HH today… WRONG version (1.0 and not the 1.5 I ordered) TWO DAYS LATE, and DAMAGED. This would be excusable, had it been the first time British Twattycom bodged up my order for a router…. but it’s about the 6th/7th time!!!!!.
Fuck BT, FUCK all the managers, and the workers deserve everything they get from these twats, with their GIGANTICALLY labelled “technical reference folders” (think ‘Pidgeon Street’ scale of labels stuck on things, in that UGLY BT generic font). BT suck like a Dyson, and are 0.001% as successful (are they still in debt – I hope so!).
I have had over 12 years experience of dealing with the monkeys @ BT (at EVERY level and dept) and the bottom line is this:
BT lie to shut you up. They don’t care, but pretend to. Period.
Oh… did I mention the fact that BT know nothing about their products, and pass you to India, so that the Indians (that don’t understand you, but ARE polite unlike the UK) can transfer you BACK to the UK tech support??. No?, well they do!.
BT – bottom line – SACK all your managment, scrap the shitty “tacked on” structuring you have in your “business” (think patchwork quilt, instead of inherent good design) and re-build your business strategies from the ground up, using possibly Apple as a role model. YOU FUCKING WELL SUCK, YOU PRICKS!.
Thanks for all the swearing Matt hehe! I guess you’re pretty pissed with BT?! Join the club, you’re in good company.
I don’t mind BT employees posting here. It will give the blog a more balanced view of things. Not to mention the fact that I really enjoy baiting the BT defenders. They are very easy targets and it takes almost no effort to force them to retreat back under their collective rock. Unfortunately, it’s not as much fun as it could be if BT had any kind of defence 😉
i was recently unfortunate enough to sign up with BT, im a student moving into my first own home (or rented anyway) and thus need to set up broadband, (i like 70% of my british generation am a broadband junkie and spend hours on youtube) and as the previous tennants had disconected their phonelines before leaving, i had the thankless task of trying to re-activate them so i can set it up (not living in a cable area, i need the sodding phoneline before i can sign up anywhere).
Worst experience of my life.
it all seemed simple enough, call up, ask them to reactivate, pay a small fee, job done.
BUT THIS IS BT *puff of smoke*
a combination of a “reactivation deposit” (which seemed to change 2 or 3 times) and phonecalls to them have left me £75 out of pocket and very stressed (im a student, i dont smoke and rarely drink, i could have done so much with that cash!)…. (which btw i cant get back, £25 was just to their call centers) its amazing how the same 2 departments can bat me back and forth like a pingpong ball so much in the space of 10 minuites.
long story short ive given up and gotten my future (about a months time) housemate to set it up (her dad being a lawyer with a short temper, i hope may speed up the process as hes gonna be the one setting it up)
all in all i hope i never have to deal with them again, they actually sent me a confirmation slip today saying everything had been set up, yet when i try the website and plugging in, well you know, A Phone, the brick wall of failure was once again erected before me.
im currently now spending my time setting up (in BT jargon just for the sake of the topic) a firework assisted teleportation scheme for use, and in conjuction with the latter metioned confirmation slip, in aid of blowing the damn thing to Narnia (hopefully it might land in the call center)
peace out x
Well as an employee for BT for the last 3 years I completely and utterly agree with everything you all say. Im a so called “Engineer” who works in the exchanges fixing any faults that may arise with the equipment. I have never had a formal training course on the equipment, everything I know I have either taught myself or been mentored yet I have to pick up customer affecting complex faults on a daily basis (not to mention I am measured statistically against engineers who have been trained to the hilt)!
If you think the support for customers is terrible then try being an employee, the systems and processes are all outdated and the company in general is a shithole. Its the most isolated and boring job I have ever had
You won’t get any nice words about BT from me, in fact I am looking for a new job as we speak. I cant understand how any BT employee could even bring themselves to defend the company with 10,000+ job cuts looming on the horizon, you must be fucking idiots
Yep i also agree with all of you BT are shit, changed from talk talk to compile bills and save money £2 a month to be precise, i wish i read these posts first!
After 3 weeks of my internet getting so slow i couldn’t even browse, along with a number of calls to BT and hours on the phone i got no where. I bought a new router and installed it my self problem solved!
2 months and a lot of complaining later i finnaly managed to get a new router out of BT.
The latest issue i have now noticed is they throttle my downloads everyday between 5 and midnight and shockingly they deny doing this along with there statement of bringing you consistantly faster broadband bulshit!!!!
I have noticed a number of people taking this issue to the consumer watchdog, surely BT can,t do this without making it clear in your contract, or is this the service you should expect from a bunch of monopolising bastards.
As soon as i can i am getting my MAC code and will never look back!!!
Does anyone know do BT own the infrastructure is this the major issue?
Have a good one (not with BT).