poor customer service from a telecommunications company...
Discussion
to strictly stop the naming and shaming policy, they are a telecommunications company, who are british.
i phone them up as i was broadband on our already active phone line (moved accommodation) and say "i want broadband etc etc, i want to keep the same phone number, but change the account holders name, and direct debit into my name"
"ok that's fine, your package and router should arrive before the 28th and the line will be active by midnight the 28th at the latest"
router arrives, still no internet line by the 29th. i phone them up and they say, there was a problem because the phone number was changed and there were 2 account holders for the same premises.
you mean, despite the fact i wanted to CHANGE account holder, but not the number, you've somehow managed to do the opposite on both. well f
king done you morons. so...
"sorry, we'll get someone to call you back either this afternoon (29th) or tomorrow at the latest. he said, i've now put it to keep the old number, so in future quote that number. (they were saying there was no order placed for that line....despite the fact i have documentation and a router from them...)
well, today (1st) has arrived, still no call. so, i phone them back, quote the old number. "sorry, there is no order for that number.
i'm beginning to lose it now. i go on hold for 20mins to be put through to someone of an ethnic origin whose dialect i struggle to understand, for him to say, hmm, i'll check with my supervisor, let me put you on hold for 2minutes, no more.
5 mins later i'm still on hold, until...suddenly they fking cut me off.
i'm at a loss as to how to deal with these fkers.
any suggestions as to what to do next?
thanks guys.
i phone them up as i was broadband on our already active phone line (moved accommodation) and say "i want broadband etc etc, i want to keep the same phone number, but change the account holders name, and direct debit into my name"
"ok that's fine, your package and router should arrive before the 28th and the line will be active by midnight the 28th at the latest"
router arrives, still no internet line by the 29th. i phone them up and they say, there was a problem because the phone number was changed and there were 2 account holders for the same premises.
you mean, despite the fact i wanted to CHANGE account holder, but not the number, you've somehow managed to do the opposite on both. well f
king done you morons. so..."sorry, we'll get someone to call you back either this afternoon (29th) or tomorrow at the latest. he said, i've now put it to keep the old number, so in future quote that number. (they were saying there was no order placed for that line....despite the fact i have documentation and a router from them...)
well, today (1st) has arrived, still no call. so, i phone them back, quote the old number. "sorry, there is no order for that number.
i'm beginning to lose it now. i go on hold for 20mins to be put through to someone of an ethnic origin whose dialect i struggle to understand, for him to say, hmm, i'll check with my supervisor, let me put you on hold for 2minutes, no more.
5 mins later i'm still on hold, until...suddenly they f
king cut me off.i'm at a loss as to how to deal with these f
kers.any suggestions as to what to do next?
thanks guys.
Man, I was assured by the same company that I would recieve a phone call from them 'tomorrow morning to arrange for an engineer' (1st of aug) to call out. That was on the first of august, the engineer called on 29th of Aug and said "ill be there in 15mins if thats ok".
Last time I had problems with them they just passed me about their call centres for hours each time. Their BB team know fk all about internet.(thats a bit much, over the years Ive spoken to two people that knew more than me, which is saying alot as I dont know much about it).
They also cheated me out of 3 months free xbox live I believe it was, then denied the offer ever existed. I had screen dumps of their webpage where the offer was advertised. They still denied it and said I would have to complain in writing about it, so I did twice with no replys.
The people in the call centres dont have a fking clue at all.
AND THEYVE HAD THE SAME fkING stE HOLD MUSIC FOR AS LONG AS I CAN REMEMBER!
Only reason im with them now is because I got this fibre optic internet in for an extra 82p a month... And that included the engineer coming out. I told him all about the problems ID had with ummm 'national phone company' He agreed that the call centres cause problems for everyone even him when he has to phone up.
cheers.
Last time I had problems with them they just passed me about their call centres for hours each time. Their BB team know f
k all about internet.(thats a bit much, over the years Ive spoken to two people that knew more than me, which is saying alot as I dont know much about it).They also cheated me out of 3 months free xbox live I believe it was, then denied the offer ever existed. I had screen dumps of their webpage where the offer was advertised. They still denied it and said I would have to complain in writing about it, so I did twice with no replys.
The people in the call centres dont have a f
king clue at all. AND THEYVE HAD THE SAME f
kING stE HOLD MUSIC FOR AS LONG AS I CAN REMEMBER!Only reason im with them now is because I got this fibre optic internet in for an extra 82p a month... And that included the engineer coming out. I told him all about the problems ID had with ummm 'national phone company' He agreed that the call centres cause problems for everyone even him when he has to phone up.
cheers.
Currently my OH is on with BT. She's been on over an hour today, and 3 hours yesterday.
She moved her parent's line from UTV to BT on the Unlimited Anytime package in August, result is she's being charged twice (by BT and UTV).
BT have now cancelled the order, and now she has to go through the rigmarole of re-setting up the account and getting the monies taken by BT and the old provider refunded.
I'd have slaughtered someone by now...
She moved her parent's line from UTV to BT on the Unlimited Anytime package in August, result is she's being charged twice (by BT and UTV).
BT have now cancelled the order, and now she has to go through the rigmarole of re-setting up the account and getting the monies taken by BT and the old provider refunded.
I'd have slaughtered someone by now...
Straight to the top
BT Group Ian Livingston, Chief Executive ian.livingston@bt.com
When it goes wrong at BT in my experience it goes properly wrong. I have seen businesses well and truly fked up by BT mucking about with numbers.
While I suspect the above email address may be 'filtered' he does have his own customer service team, who are a bit better at getting a response from the BT teams than customers.
BT Group Ian Livingston, Chief Executive ian.livingston@bt.com
When it goes wrong at BT in my experience it goes properly wrong. I have seen businesses well and truly f
ked up by BT mucking about with numbers.While I suspect the above email address may be 'filtered' he does have his own customer service team, who are a bit better at getting a response from the BT teams than customers.
unfortunately BT is no longer BT. They have a whole new dimension whereby internet orders are handled by one company, business orders by any one of their "BT local business" teams which are all separate companies, telephone orders by BT retail (unless you have the misfortune to respond to an advert placed by a different BT company, openreach, wholesale and others.
oniznorb said:
Now if this topic was entitled "Good customer service by a telecommunications company..." I would be very surprised. They are all as bad as each other.
They really are. A company with the same word repeated is currently not letting me take over the broadband and phoneline as the last occupier of the house is currently in a 12 months contract with them. To get them to cancel this I need the last occupiers signiture...Since its a rented accomodation I can't get it as I don't know where they are and they will not accept anything from my landlord either!So now I can't access the account and my bills come in someone elses name. I can't switch suppliers either as they block it due to the 12 month contract and not paying the bill only results in no service at all and to be told they can't talk to me about the account due to the data protection act. More than happy for me to pay the bill though.
So looks like I have to wait to the 4 months or so for the contract to be up before moving...thing is I wouldn't have moved if I could have just changed the account details over!
Atleast he opted for the unlimited BB package...thats a bonus atleast.
ymwoods said:
oniznorb said:
Now if this topic was entitled "Good customer service by a telecommunications company..." I would be very surprised. They are all as bad as each other.
They really are. A company with the same word repeated is currently not letting me take over the broadband and phoneline as the last occupier of the house is currently in a 12 months contract with them. To get them to cancel this I need the last occupiers signiture...Since its a rented accomodation I can't get it as I don't know where they are and they will not accept anything from my landlord either!I also had trouble with the company the OP mentioned, who insisted that (despite having left them and the same telephone line/number being provided by another company) that they were 100% correct in continuing to take money out of my account, and that the other company were wrong in saying that they provided my line.
I then called the other company who confirmed that it was them that provide my line, and told this information to the original company and was told my number was still on their system etc. Eventually they admitted fault and should be refunding me all their ill-gotten gains...
ymwoods said:
oniznorb said:
Now if this topic was entitled "Good customer service by a telecommunications company..." I would be very surprised. They are all as bad as each other.
They really are. A company with the same word repeated is currently not letting me take over the broadband and phoneline as the last occupier of the house is currently in a 12 months contract with them. To get them to cancel this I need the last occupiers signiture...Since its a rented accomodation I can't get it as I don't know where they are and they will not accept anything from my landlord either!So now I can't access the account and my bills come in someone elses name. I can't switch suppliers either as they block it due to the 12 month contract and not paying the bill only results in no service at all and to be told they can't talk to me about the account due to the data protection act. More than happy for me to pay the bill though.
So looks like I have to wait to the 4 months or so for the contract to be up before moving...thing is I wouldn't have moved if I could have just changed the account details over!
Atleast he opted for the unlimited BB package...thats a bonus atleast.
k about your customer service experience.Simond S said:
unfortunately BT is no longer BT. They have a whole new dimension whereby internet orders are handled by one company, business orders by any one of their "BT local business" teams which are all separate companies, telephone orders by BT retail (unless you have the misfortune to respond to an advert placed by a different BT company, openreach, wholesale and others.
Unfortunatley, as I discovered recently to my cost, very true. So I thought BT broadband, BT phone, BT do the holes and poles - it may cost a bit more but it'll be easy. I was so wrong. I had one BT guy referring to another part of BT as my "service provider" and "them". I'm now looking about for a less expensive "service provider".JungleJim said:
ymwoods said:
oniznorb said:
Now if this topic was entitled "Good customer service by a telecommunications company..." I would be very surprised. They are all as bad as each other.
Bad customer Service Experience.k about your customer service experience.
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