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BT Terrible Customer service

Enapace

Member
Can't believe how hard it is to actually give a proper complaint to customer service. I told them from the off that my Home Hub box was flashing orange and not blue like it's meant to.

Instead of looking at my line the guy wanted me change my wireless settings and tried tell me that I could only use 3 wireless devices. In end because he wasn't listening to the actual problem. I put phone down.

Rang back 15 minutes later waited for nearly a HR again for them to ring back like they said they would got same explanation. Told it was my wireless settings tried explaining as simply as I can what the problem was all they kept saying it was my wireless settings was trying tell them that the homehub light was not blue and that it was orange not listening at all.

So put phone down again by this point it was 2:30 I had been trying get them see the problem since 10:00 rang again and finally after arguing with another person I managed get them look at my line. Pretty much straight away back they said they needed refer it to the network team and would get a call back within 48 hrs.

I can't see why it's so hard for them to understand something so simple. If the light on the home hub is not blue why on earth would it have anything to do with the wireless.
 

Mark.J

Administrator
Staff member
ISPreview Team
You'll find a similar batch of experiences among Virgin Media's customers, in fact it's fairly common to most of the big ISPs where front-line support agents aren't exactly IT minded.
 

Enapace

Member
You'll find a similar batch of experiences among Virgin Media's customers, in fact it's fairly common to most of the big ISPs where front-line support agents aren't exactly IT minded.
Not saying it's not to be expected but still annoying all the same. No idea why they can't at least give basic training instead of the terrible scripts they read from.

Got a text today saying they were sending a new home hub router which is not going make any difference it's nothing to do with the router. Router has been fine for well over a year it's a problem with the line.

Only went down once today for about an HR that isn't to bad yesterday was 5-6 times in space of 2 hrs. P

I might even consider moving back to Virgin contract is due up end of next month.
 

NickC4555

Regular Member
If you want people on the end of the phone who take the time to listen, understand and have the skills to fix a problem you need to go to one of the smaller specialist providers such as Aquiss.
 

Captain_Cretin

ULTIMATE Member
As above.

I had my issues with BT 12 years ago, and wont ever go back to them; I wouldnt even pay them line rental if it was possible.
 

Holdon

Casual Member
Poor customer service from BT has been going on for years yet the 'authorities' do nothing about it, the main fault here, IMO, is that equally poor service and maladministration is given by the Ombudsman Communication Service(OSC).
It is interesting that Ofcom have fined both 3 (£250k) and E.E. (£1m) (prior to BT ownership)| for poor complaint handling yet I can find no sanction against BT, for anything!.
I would be grateful for somebody to explain why this has been allowed for so many years without any intervention by Ofcom who issue complaint handling guidelines that are simply not followed by BT.
The OSC simply agree with BT when complaints are registered and I cannot find any financial award given by the OSC greater than £100, regardless of the nature of the complaint or breach of DATA protection act, consumer protection legislation or contract allegations, this goes against the terms of reference published by the OSC.
 

sophiajone

Member
A few months ago, I had a problem with my BT TV connection. But I had made a call to BT customer service for the help. They guided me very nicely and tell me each step very clearly. As per my personal experience call to BT customer service for your queries.
 

Mark.J

Administrator
Staff member
ISPreview Team
Strange, considering you're posting from an Airtel IP in India. Guess I should be prepared for the spam.
 

butler

ULTIMATE Member
I will never talk to BT without recording the call! Had a horrendous experience when cancelling the line of my Aunt (who had dementure and had authorised me) in which the support staff who were coincidentally based in India told blatant lies claiming to have called when they had not! I have a truecall unit which logs every call and they still told porkies even when presented with evidence. In my view an example of everything wrong with a big company and an example of corporate greed.
 

Simonjb1

Member
I’ve had the same recently since our neighbours have had a phone line added to there second property on there lane the line comes from the same pole mine does and there was only one line there before, so I complained that my ms now can go from 34-3400 on and off all day and they just wanted to tell me my download speed is what they quoted me! And that if there’s a problem with the line the neighbours need to call! They even then tested the line and said they have found an intermittent fault but when I asked can this be investigated they just changed the subject! And this was after being referred to IT section!
 

drsox

ULTIMATE Member
I have to say that the pings changing isn't often a line fault or crosstalk. If you had interference from a neighbouring line DLM would normally change your interleaving depth and raise the ping consistently.

A ping graph from thinkbroadband or f8lure would show the symptom and may identify the cause. However BT Hubs can't respond to pings.
 
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