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trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Appalling Customer Service

In August this year my phone line wasn't working so I contacted BT. I went through all the checks they ask you to carry out and still no phone line so an engineers visit was arranged. At this time I was aware of another resident in the close vicinity who had also lost their phone line following a storm and torrential rain. The engineer arrived approximately five days after booking the visit and couldn't really understand what was wrong with my phone line. He ran some tests and tried a couple of things and at one point the line appeared to be working only to fail again when tested. As a last resort the engineer asked if I had any other BT sockets and I advised him we had a socket with our SKY TV. He looked at this socket and said it shouldn't have a filter on it as I now had BT Infinity. I explained that the BT Infinity engineer hadn't advised this or even checked the other socket, he then tested my phone line again and it was working. I told him the socket had been there with a filter since we moved in and that the Infinity had been fitted five months previously and that we had no problems with our phone line during that period. He actually responded by saying he didn't know if that had been the problem but my phone was working and there shouldn't be a filter on it anyway. In October, three months later a charge of £99 was added to my bill, when I queried this after going around the houses to speak to someone I spoke with a member of the Time Related Charges Team who told me that the engineers report backed up what I was telling him but that the charge would remain. I asked him how that could be when clearly the filter couldn't have been the problem because it had been there since we moved in and obviously since the Infinity had been fitted. His response was that basically they only had my word for it about the status of the equipment in my property. So not only have I been charged for something completely illogical it was also inferred that I may have been lying about my telephone equipment. Either way the customer service within BT is absolutely appalling, I was speaking to an advisor on loudspeaker in my car discussing this and at the end of the call my 13 year old daughter commented on how rude the advisor was. BT may have made a quick £99 out of me but they will lose in the long run because I certainly will not remain a customer when my current contract ends even though I have been a customer for a number of years. I t also begs the question, if sockets shouldn't have filters when Infinity is fitted why do the BT Infinity engineers not advise you of this or remove them?
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