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When I moved house a couple of years ago it took over two months of effort on my part before I had a working line and broadband.
Last night I renegotiated my contract and agreed BT Vision. First they o surprised me by saying the Vision box would arrive today, seemed very quick. Then they confused me by sending me a text this morning saying it will be delivered by 6pm yesterday! Now they have annoyed me by not delivering it at all!
Obviously I can go on line and track the order, except that the link takes me to parcelfarce and the BT ref number doesn't allow for tracking on there.
This is what they do, bread and butter stuff to them, how come they always seem to get it wrong?
Has anybody ever had a positive, smooth service from BT?
Yes, never had a problem in +30 years of dealing with them.
I my experience of dealing with BT on a corporate level for over 20 years, they are either excellent or utterly hopeless. There is no level of service between those opposites
Suggest you tweet about it - someone from BT will read it and try to sort it out
Had BT Infinity installed today, great service and super fast broadband!
NO! I couldn't wait to get shot of them, absolutely bloody useless. They continually lie, they're not interested, they helped themselves to money when a previous account had been settled - this was a year after!
I started the Small Claims Court process with them and eventually got what I was owed. Their arrogance towards customers is shocking and how they stay in business I just don't know.
Work of the Devil.
HTH 🙂
mine is a negative experience. never again. Phone yes, more? no.
Mixed opinions here. Their home phone service is particularly bad (their indian call centre staff are less than useless) but their home hub/broadband service is less bad.
They came to install a phone line at my parents'. Mum & Dad were sat in waiting, and no sign of the technician.
BT had sent him to Arbroath instead of Aberdour.
It was all rescheduled... and they made the same mistake second time round.
Andy
Never had anything but problems with them, from mildly frustrating to complete incompetence. Would switch immediately if we had a choice.
Just tried following it up.
Went through website, is confirmed that the order was complete and goods delivered yesterday, before I had even placed the actual order with them later in the evening!
Tried again to track delivery with parcelforce, the BT supplied tracking number is not recognised.
Tried calling BT, entered all details through the phone went through two minutes of 'press option 1, press option 2' only to be told at the end that lines are closed! Why can't they just say that at the beginning?
We got home from work today to find a BT router on the doorstep I had somebody else's name on it but our address. We have never had bt here and when we moved in bt told me there wasn't a phone line to the house, there was and Sky connected us to it.
Now I have to pay to call bt so they can come and collect the router at a time that doesn't suit me.
Don't bother calling them. They insisted on sending me a router once that I didn't need when I changed my package. I was told it was easier for them to just send out anyway rather than cancel that part of the process. They refused to collect it, I put it on ebay. I doubt they will bother collecting yours.
Negative here too. I have spent hours this week talking to various call center operatives who all of which changed setting and then changed them back again after an email migration...No continuity between call centers or staff, and couldn't understand a word any of the staff in Belfast said.
took ages to hook us up when we moved in loads of phone calls to useless call centres, eventually after much stress got it sorted and some compensation
when we swapped to infinity surprisingly it all went through painlessly and the service is proper awesome
super fast wifi, never drops out, get signal at the bottom of the garden, very happy
Setting up our broadband with them was soul destroying. It took 5 weeks before the right monkey could flick the right switch.
BT - are they always hopeless? Nope always found them to be very professional
Totally useless, but probably best of a bad bunch.
Five years ago they spent 6 months camped at the bottom of my drive installing "the next generation of broadband, fibre optic cables!" Can I get this service yet, five years on?
Nope! At certain times of day my service is little quicker than dial up, depending on how many kids are doing their homework or watching tit flix.
One problem is that their Indian call centre staff are so sure they have the answer to your problems they won't progress any complaints.
I have 6 months left on my contract. I a,lways swear I won't renew it, but this time I mean it.
on a par with the rest really.
Good unless they can't fix it - at least BT can fix more things than the others.
Never seen performance difference between suppliers as it's all the same line/equipment.
This bodes bad news for me, Ive just signed up for a new line install and 18 month contract!!
Bloody ruthlessy efficient barstewards when it suits them ime. I managed to down one of their poles (chainsaw noob) and they pursued me with clinical efficiency!
On the other hand when we changed our own provider to TalkTalk they still billed us every month for 13 months in a row. We got refunded every time but in the end it was just easier to move back to them. Sad really.
If its any consolation at all it is no better the other side of the world. I had to bribe a passing engineer after 3 weeks of no broadband. 5ltrs of beer later and 10 minutes of time it was sorted.
I will never use BT again. Horrible customer services, caused me months of stress, really made my life miserable which is impressive for a company that was just providing me with phone service! piedi does seem to have a very good point, either they are amazing or utterly useless!
An engineer swapped our works exchanges so the area got each others calls. Bureacracy dictates each subsequent engineer booked will only fix one issue at a time (booked by one customer) not the whole mess.
God they are incompetent in our area. Two weeks now and we are still on someone elses broadband line.
Sir we have to first prove its our fubar (copperline fault)...
Your fella ****ed it up at the exchange and ADMITTED it
The final straw for us was the phone conversation I had where it was agreed they'd refund some penalty charges as they'd sent warning emails to the wrong email address, so i had no way of dealing with it before we incurred the penalty.
The next day I got an email to say... despite what we agreed yesterday, actually we're not going to refund the penalties, sorry.
Ordered Virgin media the same day - yet to be installed, though, so may end up being painful as well.
Totally hopeless
Try dealing them on a daily basis as part of your job. It ages you...
I have not been able to use my house phone for 8 months because it disrupts my broadband. I have checked and replaced all my equipment and cabling and it's not my fault. BT still charged me for a call out where found nothing wrong.
I was close to letting them cut me off and take me to court (which they threatened). If I could get broadband without going through their copper, I would.
In the age before broadband I ordered an ISDN line into my house from BT for work. They said it would be delivered on a certain date and on that day an engineer turned up. He said he couldn't install it as something had to be done at the exchange and asked why no one had done a survey. Weeks passed and I got more and more annoyed. I rang their call centres more times than I care to remember and often just got cut off. I escalated it up through their "complaints" procedure and basically got told to F off. I rang Oftel. They wondered why I was calling them. However they did say that for every day they missed their original installation date they had to refund me something like £17.50. When they finally pulled their finger out and installed it I had a refund of £920. I wouldn't touch them with a bargepole.
Try dealing them on a daily basis as part of your job. It ages you...
Been there, done that. I used to work in IT at Edinburgh Council where BT Global hold the IT contract.
Anyone fancy placing bets on when my BT vision will be up and running? No sign of it yet!
Same here. When we moved house it took two months to sort both phone and broadband.
Biggest problem is any deviation from Indian call centre's script and you may as well tell the cat your problem.
Biggest gripe for me is that it is a telecommunications company that has awful telecommunication customer service over the telephone!
Aaaaargh!!
This makes very interesting reading .Talk talk are being absolute dicks , so i phoned B.T. and was assured their tech help etc was all based here ?
Bit useless.
Billed me for £240 for absolutely no reason (well, according to them a disconnection fee, on the phone I was calling them on to complain about the £240 spurious charge) it took about a year or increasingly rude phonecalls to get the money back.
Then my neighbour got Sky. So they let Sky take over my line (I thought paying them £120 connection fee kind of made it my line ? Silly me) claimed to have called me to check that it was OK (say what ?) it took them two weeks to reconnect me. Then charged me for the reconnection. (again - say what ?? Do you understand English ?) I'm still waiting for my refund for that two weeks frankly I'm past caring.
The only other option in Sticksville where I live is Sky. And I would rather train carrier pigeons then pay Rupert Murdoch a penny. And there is no analog TV here any more.
BT - are they always hopeless? YES
Yes!
Update - Box arrived today. Will be plugging it in later so fingers crossed!
Good luck!
Dealt with them for about 2 years, lots of problem's. Often ended up in a call centre in India speaking to them and took a LONG time to resolve quite simple issues. Swopped to Sky about 12 months ago, excellent service so far… (right, put the kiss of death on that one now!!) 🙂