BT- Worst Service?

[Semajal]

About one week ago we finally ordered ASDL from Plus.net. Whoohoo! finally! We get some emails from them over the weekend confirming everything should be okay and we just have to have out DACS removed. Then on tuesday a BT engineer fails to turn up. Turns out he left a phone message because he was unable to work out which house to go to. Well the problem stems from our neighbours having the same house name as the name of the road we live on. The BT engineer obviously saw this and it confused him. As such he phoned and left a message with them as well.

We get the message later in the day and call him back but he informs us he can't now come and do the work to removed the DACS and we will have to rebook. WTF! We were given no warning about this guy coming. If we had known an engineer was due we would have stayed at home. Anyway that evening my dad calls BT and goes though all the phone options. After 10 mins of this he gets told the office is now shut and is open between 8am and 8pm. *sigh*

Next day, We phone BT and dad talks to a customer services type. They fail to be any use and direct him to another BT help person. This guy tells us we need to contact plus.net to tell them to ask BT to send an engineer round. He connects my dad though to another number which turns out to be plus.nets front desk. The guy there has no idea what my dad is asking about and tries to connect him to customer services. After a few mins waiting nothing happens so we hang up and try the plus.net customer services number. Im not quite sure what happened here but after my dad repeating what he wanted for about the 5th time we finally go somewhere. BT would send out someone to do this work either yesterday today or on monday (they don't do weekends).

Well i was annoyed but hey, it was only a day or so.

Anyway this morning BT called us and 'Rodger' informed us they would be unable to do the work before the 25th of october.

For ****s sake they were meant to do it on tuesday. But we never had any idea they were coming and the engineer was unable to find our house. Life connecting at 26.4k is just beyond horrible. *shakes fist in direction of BT HQ*

[Zenti]

Yes, BT are very poor indeed. ive been with BT and there customer service is just....terrible, it really is terrible. weve used bt for our phone line and internet for ever, and we had a problem with it about once every month since we signed up for bt on our 56k. not only would bt disconect you every two hours but after they introduced the 'free after 6pm' (had internet for very long time) and the 'free anytime' deals we would find that if we spent too much time on the net it would disconnect and you would not be allowed to reconnect, it would say dialing error and such. what BT would do is, because everyone spent so much time on the net when they offered it for free, they would disconnect you after a certain amount of time you spent on the net. very annoying especially as i was the only one who used it, showd how much time i spent on the net :rolleyes: heh. also it never said anywhere that this would happen.
BUT the thing was when we called up bt to sort this out they would say oh the problem is at your end...no it says the problem is with the service provider mate, it says on my computer thingy here. not only was this 'Help Line' not helping me, it costs like £2.50 a minute or something ridiculous. then we wouldnt be able to reconnect until days later. after this kept happening i saw a pattern in the disconnections and then only reconnections at the beginning of the next week and told my dad, he works in customer complaints and so knows how to do so :D, and ripped BT apart, our phone bill for that month was free :D refunded cost of calls to help line, no more problems ever again. oh yeah, sept bt is crap.

[oxy]

hrhrhrhrh

i work for bt :D


/me runs from the lynch mob

[KingDaveRa]

Well, I managed to migrat from BT Yahoo to ZenADSL right in the middle of a big cock-up BT had of migrations, and I had no problems. They've so far done everything ontime, as and when.

Personally, I can't complain. BT Serve millions of customers up and down the country, and probably a few thousand have cockups every month, but that probably only accounts for something like 1% of orders. Sh*t happens, stuff goes wrong. The people doing it are only human. If the guy couldn't find the house, and he did try to contact you, well thats annoying, but hardly surprising.

Its the way it is really, and its probably never going to change.

[chluke]

I have adsl at work (my own business) and once i moved into an adsl area i decided to get adsl at home with bt. Ordered it no problem, day the install day came and went and no enigineer. Called bt...waited spoke to one person who put through to another and then they put me through to another etc 5 ppl i talked to!!

Anyway turned out i could not get adsl though bt as i was trying to use the same credit card i was paying for my work adsl. Asked me if i could use another CC card to pay for it. **** that for a lark, adsl line was gonna go through my accounts. Crazy bt for some reason would not use 1 credit for two adsl line accounts. Their loss and my gain as I'm now with a cheaper adsl provider for work and home.

[Shazz]

*> BT

and yes, BT suck, in more ways than 10 at my last count...

Originally posted by chluke
Ordered it no problem, day the install day came and went and no enigineer.

I never had an engineer round at all to install my stuff... should that really have made a difference? :/

[Nivek]

A BT memory, i had to sort some stuff out at home for the BT line, there was a queue, so i did the BT will ring you back thing

So I got is that Kevin (i am not sure if people on this forum know or disire my surname)

I go yes

I say account details

They go - who is the account holder i go MR Mervyn (you know)

are you the account holder

I go yes

That is the security protection you have, all i need is you account number and the account holders name and i can cancel your phone line!

[Nexus]

Well personally i've been with BT adsl now for nearly 4 years now and I must say apart from a Speedtouch frogmodem expiring i've had no problems - and hardware replacement was here the day after I phoned, with an engineer to check it (although this was overkill!).

I've just upgraded to bt yahoo 1mbit line and that went smoothly too so I'm very happy with BT - they beat the crap out of NTL who are the only other real telephony/Broadband rival.

On a side note, NTL such even worse than BT - I keep having problems with my PACE box for cable tv. Thing is if you turn it on and off a few times and/or leave it off for a while it starts working again.

I've called NTL and they initially were going to send an engineer out, so I cancelled the engineer (this was the first time it happened). When I cancelled it I was surprised that the woman said it was a good job I had or I would have been charged £50!

Now i'm without cable for about 1 day in total per month and I can't do anything about it cos if it does start working when the engineer comes out they'll whack me with a £50 charge.

I've written letters explaining the situation and asking for a written reply stating that should this happen that I wont be charged if it just starts working!

Anyone else had this with NTL and did you get a resolution?

[TimmyNoShoes]

Originally posted by Kevin

So I got is that Kevin (i am not sure if people on this forum know or disire my surname)

They go - who is the account holder i go MR Mervyn (you know)


:rolleyes:

[Buffy]

Plusnet booked the enginer not BT, so they should tell you FFS. Plusnet are the people that you are with go through them. BT are not your providers, the provied a service to plusnet who in turn provide to you, you can contact the BT enginers directly.

[Zenti]

kingdavera yes they can have cock ups, but they promise a service they cannot supply, thats why people complain about bt. you dont hear much like this happening with other companies, i mean what kind of phone company cuts off your internet then says the problem is at your end, you finally get them to send an engineer who comes round and tells you the problem is not at your end but the other! no other phone company appeared on 'watchdog' as many times.

its a failure to provide a service they promised but cannot provide

[KingDaveRa]

The reason BT turn up so often is because they are so big. Technology breaks, so you hear a lot of complaints. Besides, it seems to be vogue to go whinging to watchdog as soon as BT cock up.

NTL cocked up royally for us, so much so they never got as far as installing anything. And the current problems NTL are having in northern island.

Plus, NTL's network has gone down so many times, its unreal. BTs hasn't gone off completely for donkeys years probably. But we don't hear so much about NTL as they only have a few million customers, compared to BT's 30-odd million or however many it is.

I don't know enough about BY/Telewest to comment though.

I don't like big corporate entities much, but I think people immediately jump on BT as soon as they can, just because its what you do.

Similar: Windows Crashes, its all Bill Gates fault.

Next person to say that then grin like its the first time anybody has said it gets a thump.

</rant>

:)

[Semajal]

*update*

Plusnet phoned us and gave us a BT number that covers the local area. So we phoned them and they said it would be some time last friday or yesterday or today. Well nothing, so then we called them last night and they said the engineer would be round first thing today. Well no engineer today. Called them 3 times and was told the engineer was in the area working on it. Nothing by about 5:15 so i called again and got put on hold for about 20 mins. Finally got hold of someone and was told they were under staffed and as such the engineer had been unable to come. Now they have told me the engineer will turn up tomorrow. If we still have a DACS box by tomorrow evening i am going to be rather annoyed.