BT - incredibly poor service
Discussion
Moved into a converted barn here in Cornwall and called BT to come install a phone line on September 28th or 29th. I did the usual credit check thing and was told that because of having a disability / health issues, I would be a priority. They gave me the date of October 21st for the installation to be completed. I thought a 3 week wait seemed a bit much but there was nothing sooner. Over the next 3 weeks I received several texts and emails stating that I needed to be available between 8am and 1pm for the engineer and for a minimum of 2 hours after the 1pm deadline, incase the engineer didn't arrive till then.
The 21st rolls around and I sit waiting patiently.
By 4pm it seems clear no-one is coming.
On the morning of the 22nd I call BT and after going through their ridiculous automated hoop jumping, I finally get to speak to someone. I am told that the engineer didn't come due to ''routine line maintenance''. When I suggested that ''routine'' would mean this was something that could be foreseen and so shouldn't interfere with scheduled work, I was told that it related to the line to my home and was very important. I explained that I didn't actually have a phone line as their engineer hadn't been and installed it. I was then told someone would call with an explanation on the 25th, 3 days later! No-one called.
The following week or so has been repeated calls, emailed complaints and comments on the BT Facebook page and I'm still no nearer getting a phone line installed. I am told they will call me on Monday 3rd November, at which time they may be able to reschedule an appointment to do the installation. When I asked if it would be in the same week, I was told it would most likely be 2 or 3 weeks later1 (around 17th - 24th November!)
2 months to get a bloody phone line installed?! The line to next door is about 12 feet away! Is it really such a demanding task to run a cable from the telegraph pole to my house, then screw a phone point to the skirting board?
I also asked about being compensated for the day wasted, sat waiting for their engineer. I was told there was nothing that could be done and my expectation to be compensated was 'unrealistic'.
I am appalled by the poor service given by BT and would have gone elsewhere, were there an alternative available.
The 21st rolls around and I sit waiting patiently.
By 4pm it seems clear no-one is coming.
On the morning of the 22nd I call BT and after going through their ridiculous automated hoop jumping, I finally get to speak to someone. I am told that the engineer didn't come due to ''routine line maintenance''. When I suggested that ''routine'' would mean this was something that could be foreseen and so shouldn't interfere with scheduled work, I was told that it related to the line to my home and was very important. I explained that I didn't actually have a phone line as their engineer hadn't been and installed it. I was then told someone would call with an explanation on the 25th, 3 days later! No-one called.
The following week or so has been repeated calls, emailed complaints and comments on the BT Facebook page and I'm still no nearer getting a phone line installed. I am told they will call me on Monday 3rd November, at which time they may be able to reschedule an appointment to do the installation. When I asked if it would be in the same week, I was told it would most likely be 2 or 3 weeks later1 (around 17th - 24th November!)
2 months to get a bloody phone line installed?! The line to next door is about 12 feet away! Is it really such a demanding task to run a cable from the telegraph pole to my house, then screw a phone point to the skirting board?
I also asked about being compensated for the day wasted, sat waiting for their engineer. I was told there was nothing that could be done and my expectation to be compensated was 'unrealistic'.
I am appalled by the poor service given by BT and would have gone elsewhere, were there an alternative available.
I think it is all these big 'institutions'. Some gypsies stole all the wiring/switches/whatever from the local junction box. The result was the whole neighbourhood without phone lines. A month later I ring to ask what is happening. I am told it is fixed - "Er no it is not otherwise I would be calling you on my BT line".
I suggest that perhaps if they fix something they should call each user to confirm or send a letter to confirm. Otherwise the flip side is having to call BT every week/day (and get charged for the pleasure) to ask what is happening.
Next come the compensation issue where I am told it will be GBP 1.70 per day. The phone bill comes in with a total of 1.70 deducted and so the real work starts. Three/four calls made over the issue of the compensation. Nearly two hours of my time with promises to call me back. No calls are returned.
Eventually it is settled. The daily compensation quoted was incorrect but an ex gratia payment is made for inconvenience which roughly tallys with the initial sum - but not my time. I had wasted far too much time on a point of principle with much head shaking.
Why is a communication company so poor at communicating??????????
Pip
I suggest that perhaps if they fix something they should call each user to confirm or send a letter to confirm. Otherwise the flip side is having to call BT every week/day (and get charged for the pleasure) to ask what is happening.
Next come the compensation issue where I am told it will be GBP 1.70 per day. The phone bill comes in with a total of 1.70 deducted and so the real work starts. Three/four calls made over the issue of the compensation. Nearly two hours of my time with promises to call me back. No calls are returned.
Eventually it is settled. The daily compensation quoted was incorrect but an ex gratia payment is made for inconvenience which roughly tallys with the initial sum - but not my time. I had wasted far too much time on a point of principle with much head shaking.
Why is a communication company so poor at communicating??????????
Pip
Last time I tried to get a BT line (in situ, just disconnected) sorted out it ended up quicker and less hassle to get Virgin to install a brand new cable service.
I now have no choice but to use a BT line so I'm with Zen. It costs more, but they have some clout with BT so stuff gets done and their customer service is great. Their staff are knowledgable and seem to care, and crucially I don't have to deal with BT myself.
I now have no choice but to use a BT line so I'm with Zen. It costs more, but they have some clout with BT so stuff gets done and their customer service is great. Their staff are knowledgable and seem to care, and crucially I don't have to deal with BT myself.
We had a business line installed by BT. It took months, and when the bloke did show up he said he couldn't climb the pole as he was afraid of heights (i kid you not).
When we finally got the line installed it started playing up after a week so we rang BT. They told us the number we were giving them was not for our address. They refused to believe we were the account holders, so we got them to ring us back on the number. They then told us that our number had to change, even though we were a business and had just had all our commercial printing done!!!!!
When we finally got the line installed it started playing up after a week so we rang BT. They told us the number we were giving them was not for our address. They refused to believe we were the account holders, so we got them to ring us back on the number. They then told us that our number had to change, even though we were a business and had just had all our commercial printing done!!!!!
98elise said:
and when the bloke did show up he said he couldn't climb the pole as he was afraid of heights (i kid you not).
Height-ist 
Despite those knocking BT's procedural management situational real-time job analysis redeployment department policies, at least it's nice to see BT have a fully compliant and fully inclusive employment policy.
I assume said bloke was issued with the correct 2 step shortarse-shelfstacker-spec step ladders and held the appropriate training certificates for safe use, together with copious amounts of HR-approved cotton wool should a nosebleed break out while on the top step?
This doesn't fill me with joy, I'm planning to switch from BT to Sky later on today, I've been putting it off for ages because I suspect it's going to go really badly wrong.... 
BT's customer service is awful, their standard "it's your router and you're out of contract" when BB doesn't work despite the fact that half the village has the same problem is pretty tedious. Plus, no matter how many times my Dad gives his consent for me to deal with the account, they will not talk to me so I have to put the old boy on the line to reconfirm it every bloody time.
I'm going to attempt to change to Sky and to transfer the line to my name....how bad can it be?
BT's customer service is awful, their standard "it's your router and you're out of contract" when BB doesn't work despite the fact that half the village has the same problem is pretty tedious. Plus, no matter how many times my Dad gives his consent for me to deal with the account, they will not talk to me so I have to put the old boy on the line to reconfirm it every bloody time.
I'm going to attempt to change to Sky and to transfer the line to my name....how bad can it be?
e21Mark said:
DocJock said:
I had a similar problem last year.
Email the CEO, gavin.patterson@bt.com
A very nice lady from his office will contact you and get her resolution team on the case
Done.Email the CEO, gavin.patterson@bt.com
A very nice lady from his office will contact you and get her resolution team on the case
BT are absolutely f
king useless , but they have a monopoly round here. I emailed the CEO as someone suggested off here about 18 months ago, and someone from the office did sort my case out. I'm usually a very calm person but I lost it with them, pisses me off thinking about it now! , absolutely terrible service.
king useless , but they have a monopoly round here. I emailed the CEO as someone suggested off here about 18 months ago, and someone from the office did sort my case out. I'm usually a very calm person but I lost it with them, pisses me off thinking about it now! , absolutely terrible service.Right on que.
BT have let me down again. Everytime I order a new line from these fkards they fk it up.
This time a retail project and they haven't turned up.
Every fking time.
Then when you already have fire coming out of your ears, you can't speak to anyone. When you do, they seem to have so many bloody systems, it's always the one they don't have access too.
Utter bds.
BT have let me down again. Everytime I order a new line from these f
kards they fk it up.This time a retail project and they haven't turned up.
Every f
king time.Then when you already have fire coming out of your ears, you can't speak to anyone. When you do, they seem to have so many bloody systems, it's always the one they don't have access too.
Utter b
ds.Piglet said:
I'm planning to switch from BT to Sky later on today, I've been putting it off for ages because I suspect it's going to go really badly wrong....
I was with BT for years, for phone, broadband and TV and made a complete 100% switch to Sky earlier this year. Never had an issue with BT but the costs were just ridiculous; and got a stonking deal from Sky.Like you, I was absolutely dreading the switch. But everything went swimmingly
Only kicking myself for not moving sooner.Supernova190188 said:
BT are absolutely fking useless , but they have a monopoly round here. I emailed the CEO as someone suggested off here about 18 months ago, and someone from the office did sort my case out. I'm usually a very calm person but I lost it with them, pisses me off thinking about it now! , absolutely terrible service.
a monopoly, really ? king useless , but they have a monopoly round here. I emailed the CEO as someone suggested off here about 18 months ago, and someone from the office did sort my case out. I'm usually a very calm person but I lost it with them, pisses me off thinking about it now! , absolutely terrible service.nowhere in mainland UK is in a monopoly situation over telephony services, there are places where Openreach is the only fixed line provider , but BT Retail have not had a monopoly for many years.
but as usual for PH the actual structure of an organisation is immaterial unless it's your own company ...
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