They are awful. They started by hooking the line up wrong, it took 3 weeks to get it working. Obviously they billed me for a full month.
But wait – it gets better.
In my experience they can’t count at all. Since moving, and joining BT I have been incorrectly billed for usage about 4 months out of 6.
Initially I assumed that someone was piggy-backing my WiFi, so made a monster password. Then I watched as the router counted data when all my computers were switched off, and the router was unplugged from the net. It has been restarted a million times. Sometimes it counts down [rarely]!
It was at this point I started to call them. All in I have called about 10 times, for over an hour in some cases, and been pushed from pillar to post and billed again and again. No records.
I always have to explain the entire situation to the call centre staff. I don’t care a fig that they are based in India [a guess], but I wish they employed staff of a universally high standard of spoken English.
They have NEVER called me back, when they assured me they would.
The line to the centre is crap [the irony], and after about 3 calls I finally got it elevated to 2nd tier – was told someone would “monitor the usage for 24 hours and call me back”. About a week later I lost my temper and called them only to be told the case was marked as closed. I had to start all over again.
Other staff have told me they cannot monitor the usage, it’s not a facility they have.
The last call was 1.5 hours. The. Exact. Same. Things, AGAIN. Oh, and the three staff we spoke to all gave us different figures for usage in the last month. The email I received was different again. I was assured that I would not be billed for >10GB. But I was.
Fork ’em.
The ultimate insult is that I am in an 18 month contract, and EVERY time I call all I get is “You need to upgrade to a 40GB/month account”. Oh, and a million pieces of spam in my inbox.