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carlosthejackal's Review for BT

 BT (Broadband Fixed Line)
Posted: 20th Sep, 2017    By: carlosthejackal
Full Star Half Star Empty Star Empty Star Empty Star
Title: Terrible customer service.
Initially I had constant problems with the Home Hub 6 and its WiFi.
Every time I rang the technical department I was either given a solution that failed to solve the problem or more often than not I was cut off before completing my conversation.
I was sent a replacement HH6 which did not resolve the issue and eventually I was sent a HH5 which did thankfully cure the problem.
However, the customer service and billing have continued to be well below standard.

My latest bill included a £65 charge supposedly for asking to leave the broadband service early, something I didn't ask for or was discussed with anyone at BT.

When I tried to resolve this by phone, I spoke to an advisor who initially tried to tell me the £65 charge wasn't actually a cancellation fee as stated but rather a charge for one of the routers? When I explained this wasn't the case as the only router that worked was the HH5, He put me on hold and never returned, leaving me hanging on the phone for 20 minutes + listening to "On Hold" music.
I then tried to ring back later only to be put in a queue with no answer, and when BT turned their phone lines off at 9pm I was cut off despite waiting 45 minutes for a reply.
I then attempted to contact BT via the online chat, eventually after a 30 minute wait I spoke to a lady call advisor who initially told me the £65 was credited back to my account in a payment of £75.95 to my account in July.
I explained that this was incorrect and the £75 95 credit was a refund promised to me for leaving my previous provider Plusnet early to cover their early cancellation fee. BT repaid me the charges made to me by Plusnet.
She then said I would receive a £65 refund to my account, She also insisted I should "relax" something that I feel wasn't appropriate at the time.
When I demanded that I wanted to escalate my complaint to a supervisor, She stalled for a while and eventually passed my complaint over to a supervisor.
He asked what could be done to resolve my complaint and I explained I wanted early cancellation of my contract with no cancellation fees as I felt the service isn't fit for purpose.
He told me he couldn't do this and would have to escalate this further and promised me a callback in 48 hours.
No callback was made to me, despite being promised and yet again I had to contact them via the online chat. I spoke to an advisor who told me I would receive a call tomorrow.
After explaining the promise made by the supervisor, I eventually received another call from another supervisor who explained he failed to callback as he was tied up with another complaint (A complaint that appears to have taken 48 hours)
Again, he claimed it wasn't something he couldn't deal with and I again have been promised yet another callback that could happen at anytime over the past week. (I have no confidence it will happen at all).
Had I have known what poor customer service BT had I would have never have left my previous ISP Plusnet.
I have no desire to remain a BT customer, as I feel I have been treated very badly.
Promises have been made that haven't been kept, money taken out of my account that shouldn't have been and I have had to constantly endure terrible customer service in an attempt to resolve the problems created by BT

Time With Provider:
Package Name:
Value
Half Star Empty Star Empty Star Empty Star Empty Star
Speed
Full Star Full Star Half Star Empty Star Empty Star
Support
Half Star Empty Star Empty Star Empty Star Empty Star
Services
Full Star Full Star Half Star Empty Star Empty Star
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