I have been ringing BT for the last couple of weeks about my connection and nobody is picking up, currently i have been on the phone for 40 minutes and still ringing! I have e-mailed at the start of the week and no-one has replied! Is anyone else having these problems?
 

Yes, see my problems in the post 'worst customer service'. It's an absolute disgrace, when I have got through they have promised to cal me back on 3 separate occasions and never have!

Coming up for an hour of constant ringing... to ask why my line hasn't been activated in the 24 hours it was meant to take. How lucky that i might be able switch to another provider....... shame you still have to rent the line off them. Maybe if they used some cash to hire staff instead of giving themselves fat cat bonuses they might provide a better service...

Well i've been trying to get through to the help desk for 1 hour and 40 minutes now. Apparently there's nobody else who can deal with it. I've been promised 8 calls back now and not received a single one.

 OFCOM it is then.     
 

I contacted a different provider about advice for my problem and told me to contact bt wholesale! I did that and i was on straight away, this was about 5 in the evening as well!

This was to get tags removed from my line tho, but if anybody needs this number it is:  0800 169 9576, i suppose you could just pretend you have a tag then when you actually get thru to an operator see if they can help you with whatever you need! They must all be on the same system!

*Edit*

If i use their web based tool to send them a message and they dont reply, cant that be put down to them just pure ignoring me? I messaged them twice with no reply, the second time there automated service didnt even send me a conformation?

If they are ignoring me what can be done, i know my problem is solved, but thats still poor business practise and other people must be having the same problems!
 

 

I agree their call centres are worse than useless. I've heard a joke that terrorism won't be the downfall of civilisation, Indian call centres will.

However, I'd like to do something rare on this site. Praise BT's staff and professionalism. After going through hell with Virgin for several months I finally switched. When things go smoothly people tend not to notice, when there are problems a sign of a good company is how well they cope.

First off BT kept me in the loop with the entire change over process. The engineer showed up on time and all looked good to start with. The first problem was that NTL had chopped the BT cable back to the conduit, and this had been plastered over. It looked like a whole new line would have to be pulled into the house. That meant booking a different crew. The next day BT called to apologise for not being able to complete the install on the original date. The second 'crew' (one chap who was really excellent) managed to determine where the old line came into the house, and where the old jack had been. A bit of demolition and a lot of hard work and he managed to rescue the original line. The next problem was at the exchange where the wiring wasn't going to where it was supposed to. A lot of tracing and more hard work was involved in getting that sorted. In the end it took 3 engineers a total of 4 1/2 hours to get my phone line working.

BT again called back to ensure that all was well. The Home hub got misdirected thanks to a courier that couldn't read, but again BT called to reconfirm the address and it was despatched again the following day with another apology. Its now been up and running for 2 weeks. No outages, no hiccups, no problems.  

I just want to say a big WELL DONE to the engineers at BT. Their service and professionalism is a far cry from the crap I received from Virgin. 

 

I have been trying to reach BT for nearly four weeks to ask them to restore my previous phone number, as I lost it because we were unable to get through to them when our phone was disconnected.  I have waited anywhere from 15 minutes to an hour, calling at various times through the day.  No one has ever picked up the phone.  Several times when I dialed their complaint number, the phone was answered immediately, by operators who could only unhelpfully, redirect me to BT's line and again no answer.  One operator handling my complaint call did reveal to me that because my number was changed by BT, they considered me a new subscriber and that new subscribers were being redirected to a new system.  Unfortunately, not enough operators had been trained to handle the new system, and so callers were waiting even longer than I was.  Four weeks later, and there are still not nearly enough operators to answer calls.  E-mail messages have been met only with apologies for the delay in answering them, but no answer. 

The one bright spot in this picture, is that during this time I have left BT for Talk Talk, which provides the same service plus free international calls to 36 countries for the same price as BT, and operators who always answer calls promptly.   When enough customers realize they don't have to rent their lines from BT, maybe BT will finally hire enough operators to answer their phone calls from customers.

After almost three weeks after my first e-mail to BT i got an E-mail back, only to say that they have had a huge amount of traffic and my query qould be delt with "soon." I know my problem is sorted, but its still a complete joke!

hi

been having the same problem with bt for a while now  i was on bt pay n call they got the money late so cut me off

i spent a least 9 hours on the pay phone to them they said they would change my number and take me off pay n call

neither happened they told me on three occasions that they would put my line back on a week later my line came on with a fault. I dont mean to sound racial but you very rarely speak to an english person. When you do get through they dont deal with it you get put through to the wrong department then all goes haywire you go from pilar to post and wonder why you bothered.
 

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kane01

Since ordering a new line from BT I have heard nothing as to when I can expect the line to be installed. I've already moved to my new address and have spent over £40 on mobile phone calls trying to speak to BT. Tonight, I was on hold for 55 mins. After 17 phone calls and 4 hours in total hanging on the line I am still no wiser. It is difficult to see why getting an answer is, well, impossible. Where I have spoken to an assistant they have been powerless to help. Feedback from other 'victims' suggests this situation may go on for weeks, all because BT have the monopoly on installing lines.

I think all of us will agree that something has got to change, The question is how?

the majority of people i have spoken to have had the same opinion, B.T just do not give a *?^X .

not only do they talk down their nose at you like you are stupid but they give you every excuse under the sun not to let you talk to their manager and 9 times out of 10 it is a foreigner who can speak english but understaning what they say is another thing.They never put you through to the correct department and you go around in circles you come out more confused and frustrated than when you called.

sorry about the above but they really hack me off.

and i think lots of people would agree don't you? 

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kane01

Have read these forums with much interest!

I recently bought a new build flat in Park Royal. I tried to setup BT phone and B'band services via the website, but ended up chasing it with BT customer services. Hours of phone calls on my mobile later, £150 mobile bill, three false engineer visits and hours spent at home waiting for the engineer (instead of at work), I now have a working telephone line but no broadband.

I've opted to sign up for Orange, after vowing I'm not going to give BT any more money than I absolutely have to.

On the rare occasion that I DID get through to BT customer services, I've been told that despite being promised three times (once in writing) that an engineer would visit (apparently a must for new builds) but with three no-shows, I'm still going to be charged the standard installation. BT refuse to refund this charge because they will be "breaking the OFCOM code of practice" if they do!

On top of all this, according to BT, I have signed up for their Option 2 Free evening and weekend calls special offer, which ties me to an 18 month contract. The letter I received 5 days after my line went live, says I signed up for it 5 days BEFORE the line went live and I had 7 days to cancel.

The following day I received the bill - £162!!! With a little note saying I had two days to pay up.

I haven't.

I refuse to pay for something I haven't agreed to, and I have used the usual e-mail form on the BT site to complain.

Still waiting for a reply.

Granted the Option 2 special offer thing doesn't actually cost me any more money, but I didn't sign up for it, and I want option 1, no ties, no contract (since I'm going with Orange for calls too!)

Perhaps when they eventually realise that I haven't paid, I'll have their attention. I haven't given them any DD details, or card details, so they HAVE to contact me to get payment!

Given some of the comments on this forum, and other stuff I've seen elsewhere on t'interweb, I'm not holding my hopes too high.

The saga continues!

i have had the same problem. at least 30 hours on the phone from friends houses call boxes. engineerers not turning up. orders cancelled, dont no who cancelled them. all this disruption because i left bt for talk talk. what a nightmare.  3 weeks with talk talk was enough. they now want 70.00 cancellation fee. which my trail period was extended as i had no phone or internet, whan all was sorted the net speeed was very poor. they said upto 8 meg. i was lucky to get 3. so now after hours and hours on the phone to bt, and a conection fee of !24.00 i have finally been conected today. so now i am looking for an isp. Help who do i go to.i need to get in touch with oftel.

Billy - I've removed your email address from the post above, in line with the Moneysupermarket.com User Community Terms of Service. Please place your email address in your profile, not on the open forum, to comply with the rules which you agreed to upon joining. Many thanks for your co-operation.

In response to your question, Oftel are now known as Ofcom and they can be contacted on 020 7981 3040.

But I'd have a look at the Moneysupermarket.com Broadband channel first. You'll find help about switching providers, current best deals and a consumer rights guide which you should find very useful...

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Community

i was in the same position as you. 30 hours plus on the phone. every department posible. cancelled apointments, no enginners. finaly after 8 weeks i got conected, 124.00 to return to bt from talktalk after 4 weeks, even the enginner has to wait  30 mins. now talktalk are demanding 60.00 for 4 weeks service. no chance.