It's taken me three months of calls amounting to about 6 hours to mostly Indian call centers who don't understand or care for me or my problems. I struggled to have calls escalated to a manager being told they could not do that. I was told 6 separate and completely different reasons why my line couldn't be set up.
When my line was finally installed I had another month of calls trying to get them to set up my internet, getting another range of reasons including 'we have no phone line' (despite calling them from it), 'we have no address' (despite them mailing us), 'there is nothing wrong' and 'you can't have internet where you are' (within a mile of Edinburgh city center. Horrible customer service.
Terrible service from BT. Signed up with them over 6 months ago and never got the channels I paid for so didn't pay my bill. Now I've been cut off completely and they are threatening to pass it to debt collection. Keep ringing and saying that if they connect the service then I will pay the bill but computer says no! Arrrrrahhhhhh
I can imagine that BT are rolling in the dosh - they must save millions on customer service, as what they have is terrible! You'd be better off asking your pet dog to offer you advice...the calls are scripted, difficult to understand and INFURIATING at times!
Whilst the broadband is fast and the router excellent, the customer service is a huge let down.
My BT experience has taught me that providers who offer UK based customer service are the ones to look out for!!!
Simply dreadful. I wanted to purchase BT Sport on my Sky TV. The automated service options all required entering a BT number, which I don't have. I was then re routed through various departments and had to call back four times to resolve the order. Was told the channel would be activated immediately on placing the order. Was subsequently told it could take up to 24 hours. Was told on another call that an incorrect viewing card was on the order. Rang back and was told the viewing card was correct. By the time the channel was up and running I'd missed the event that I wanted to watch. I also think the advertising of the channel is misleading - no mention of an extra charge for HD or a hefty activation charge. Later in the day I reported a possible fault on my 87 year old mother's phone line. Was told I'd be rung back once checks had been made. No call back was received and I had to ring again. Overall a simply awful and frustrating experience. Not impressed as a customer or shareholder. Certainly wouldn't recommend to anyone.
All I can say to keep it short and clean:
both my business address and home address was a new build. Took me 8 months to get a phone line in my work address with countless hours on hold with their TERRIBLE Indian based customer service. They just don't understand ANYTHING I say to them. Then with my home address, they've sent out almost 10 different engineers (not exaggerating) all to do the same thing, install the telephone line that does not yet exist. I tell them each time "You need to dig up the road to give me the phone line!!!" and yet the next time the next engineer comes out to do the same thing. Unbelievable.
When I finally got round to dealing with someone from England who understood English, they told me 'yeah the engineer will be round to install the phone line on this date". I said "Is that to dig up the road and give me a line?" they said "no...haven't you got a line yet?". I said "just look at your screen, all those previous engineers, what did they report?". She goes away for a bit then comes back and says "sorry sir, I've really got an embarrassing thing to say...the engineer who we booked to come out has to come out. Even though we know what needs to be done, if we cancel this job we will have to charge you for it. So he will have to come and do nothing and then we can book the planners to come out and dig up the road"
Whats happening in the world today??!!!
The only thing positive I can say is that before I moved home, I had infinity and it was really good. My only gripe is that they throttle the service until after 12:00am. I know this because all my downloads shoot from 500kb/s to 2.5mb/s as soon as midnight hits.
I am very disappointed to still receive unsolicited calls not just the dreaded rubbish from Asia but many from the UK.
I registered sometime ago for the telephone preference service but it did not make a lot of difference. I fell for the BT mans sales gimmicks including his stating that they would stop nuisance calls. Well, we are still getting just as many which was part of the reason for taking out the offer.
I am happy with the download speed which is an improvement & it seems quite stable.
I do not download much only e mail & occasionally I watch I Player
I had no problems with BT. Received very good service and only minor problems with connections.
That being said, there is a dedicated BT Military line where I speak to English advisors. Just goes to show how much difference it can make as to who is on the other end of a phone. I never once phoned BT directly, I like to speak to people who I can understand and are not following a script.
I just don't understand companies who recruit or have advisors based in places like India. I would happily pay a little extra and wait longer on the phone to speak to an English person where you get much better service.
I don't think you can fault BT's customer service, or at least I can't, however, their prices are SO expensive for what you get! I'm on 10 meg broadband, and I was near my limit twice, so I called to find out how I could increase my usage allowance. I was given a price that was double what I'm paying just now, and given that I was only 4 months into a 12 month contract, I was a bit shocked to be told that I'd need to sign up for a new 18 month contract at the higher price. I declined and will more than likely switch suppliers at the end of my 12 month term. BT need to get real with their price plans!!
Signed up on a £25 a month Internet/landline package, only to find, after going through bank statements, I'd been paying £60 a month via direct debit.
Contacted BT customer services to be told by one of BT's Indian call centre operatives the money would be refunded as it was an obvious mistake.
It never happened. After contacting BT customer services several times regarding the over charging and cancelling the direct debit facility by the way, as BT obviously can't be trusted, \i was told to ignore my next BT bill as things would have sorted themselves out by then.
That never happened either.
The next thing I knew, BT had cut me off. They also demanded a reconnection fee, although I told them I was acting on the advice of one of their operatives.
Needless to say, once my contract was up I was gone.
O2 now. Brilliant, no problems, customer services are fantastically on the ball, I'm paying what I am supposed to be paying and I'm getting over 6kb's, when with BT I'd be lucky to get anywhere close to 3kb.
BT have disconnected me after one week of using the internet from BT Infinity :/ And after apart of taking from by direct debit 1084 GBP as cancelation charges, offered me reconnection after 8 WEEEKS!!!! but same time charing 99 GBP for installation of the line I already have!!!!
I were calling BT trying to get help on their facebook profile but is already 13 days from my disconnection time and things aren't moving inch forward.
Absoulutely Hopeless to deal with , sort any issues, or get someone to talk to who is honest, or you can understand their English?
I am in dispair at the way I am being delt with! But very strange how
they find NO trouble at taking money D.D. from my bank account.
Full of promises agreement's, but there is so much Red Tape, I feel
BT you are mentally abusing your customers.
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