Has anybody experienced BT customer Service, if so I am interested in their experiences.

I have recently changed my broadband provider from telewest to BT and I am still reeling from this decision.

I have experienced a catalogue of errors from BT and as such have contacted their customer support team on numerous occassions only to be given the run around by being passed from call centre operator to call centre operator without any resolution to my problem.

Three months into the contract, I still have not received a user name and password for free evening telephone calls, which is totally unacceptable, and is only one of a series of problems encountered.

I have spoken with operators from all corners of the globe including Asia and Durham, but still the elusive corrective action has not been forthcoming.

With a series of false promises and too many phone calls to count, I am at my wits end.

Am I alone in the abyss that they call BT Customer Services or are there other lost souls out there?

If there is anybody with sound advice to enable me to get satisfaction from the corporate arrogance what is called BT, I would greatly appreciate your help.

Hi Dozza

Thanks for your comments regarding BT. moneysupermarket.com are very interested in hearing from anyone who have any experiences of setting up or using BT Total Broadband and in particular what kind of service you get.

Please send in your views of what you think of BT Total Broadband and the service on offer.

Cheers

Jason Lloyd

---

Jason Lloyd
moneysupermarket.com
0800 298 5770

" We're here to help you find the best deal and avoid the pitfalls through sharing knowledge and experiences."

yea i asked their tech team if a wireless device would work with my apple mac and they said yeah is all good (plug and play)
so i bought it......
tried it.......
played about with it.......
swore at it.......
messed about some more........
phoned them back and this time they told me it is incompatable.
mmmmmmmm
thanks a f***in lot.......
i now have 3 wireless dongles that dont work with mac.............think ill open a shop

Is that the BT Home Hub Blowfeld?

I've heard there may be compatability issues with it for Mac users but wasn't certain.....

Cheers

Jason

---

Jason Lloyd
moneysupermarket.com
0800 298 5770

" We're here to help you find the best deal and avoid the pitfalls through sharing knowledge and experiences."

no mate just an adapter,as i have the 2100 voyager router which i cant fault,but i specificaly told the muppet what i was going to get,and he should have known,and if he did not then he should have said so...............muppet lol.

do you use mac your self jason?

No mate I am on BT though but with a laptop. It seems to me that a lot of Mac users get treated like second class citizens when it comes to broadband ISPs and I feared BT might one of the same.

---

Jason Lloyd
moneysupermarket.com
0800 298 5770

" We're here to help you find the best deal and avoid the pitfalls through sharing knowledge and experiences."

BT CS were quite correct when they told you that a wireless device would work seamlessly with an Apple because it will!!!
They were referring to a BT supplied wireless router/modem. Why do you expect support for devices that they didn't provide you with?
Most wireless "dongles" are Windows only and this is made very clear if you buy from a reputable dealer! You need an Airport card or it's equivalent.

It's time to make your apologies to BT CS.

I would never use BT. My reason is simple. All their offers have a limit to the amount of data you can download a month. The internet is the only place where you have no restrcitions and to be honest,it is not exciting (the offer).

You will find that most ISPs limit data transfer in one way or another with AOL perhaps being the only affordable exception to the rule.
Sky for example, who you have just escaped from, impose a 40 Gig monthly limit. Other ISPs impose FUPs, "manage" their networks and/or utilise port throttling.

I see I am not the only one! These clowns deserve a prize for being the worst ever.

I had a problem with my ADSL connection which only affected it from 6pm to 6am. When I called I was told a variety of escuses and lies. They kept on suggesting calling back in the daytime to see if it worked then despite the fact I was telling them it worked then! Basically they fobbed me off at every opportunity. They never called me back when they said they would, ever.

In the end I started saying the following to whatever they said: "This is the Xth time I have needed to call BT and you have still not corrected the problem. Every time someone said they would call me back they did not. Give me my MAC code so I can move to another supplier that will provide me with the service I have paid for". No matter what they said after that, I ignored it and said it again. If they said they would call me back I demanded to know by what time. They never once called back when they said they would, so I then called back and did the speech again. I kept on doing this until they put me through to someone in the UK (not sure where) and she gave me my MAC code, apologised for their p*ss-poor customer service and said I would be charged no more.

Naturally my next bill had an incorrect £200 charge for the ADSL for the rest of the year, but I was able to sort that out with the billing department which is in the UK.

No, you are not alone. I spent the best part of 10 days trying to persuade someone in India that my Total Broadband connection had degraded to the point that dialup was actually quicker. Having been treated like the village idiot by BT, I finally persuaded them it was their problem not mine (I'm an ICT technician), BT finally admitted it was an exchange fault and fixed it. HOWEVER, just 4 days later the service completly disappeared for 4 days. Again, Indian call centres treated me like the village idiot and said it was my fault, my equipment, blah, blah, well it was actually a brand new BT Hub phone situated right next to the BT phone point with a BT filter on it.

Well after 4 days, broadband reappeared with no explanation. I phoned BT (in India again), to arrange some compensation for the loss of service, not to mention the cost of calls, and they agreed but as the Broadband billing centre was closed (20:20 p.m) they would call me back the following day. They never did!

My phone bill duly arrived, no deductions, so I phoned them and guess what, they had no records of the 10 phone calls I made, no records of the actual fault record ref numbers, in fact they more or less told me to take a run and jump if though I had their call centre numbers on my itemised bill!

So, my message is clear, think long and hard about giving BT any of your custom, they do NOT deserve it.

Next time I have issue with BT, I will record the calls on audio, get a ref. no. for every call and woe betide them if they don't play ball.

Jason,
There are no issues of compatibility that I have seen with a BT Home Hub and a MAC (I am running OSX) ... in fact the documentation specifically has a MAC section and my installation last Wednesday was smooth with my network working within 10 minutes with my new BT Home Hub.

Gordon

Hi Gordon

Well at least someone with a Mac is getting a service from BT. Has anyone else had a smooth set up for BT Total Broadband?

Cheers

Jason

---

Jason Lloyd
moneysupermarket.com
0800 298 5770

" We're here to help you find the best deal and avoid the pitfalls through sharing knowledge and experiences."

I have been with BT since broadband was introduced I emailed BT a fortnight ago about the cost and speed of my broadband. I got an acknowledgement immediatly and a phone call two days later. They changed my option and two days after that I received a Hub. I phoned the Free helpline when installing it and was put through to London Technical were a very pleasant young man gave me step by step instructions, He said to leave it for twenty four hours to adjust and if I had any difficulty to call the free lnumber again and ask to be put through to London Technical. When I did use it I could not get it to connect to Outlook which I prefer for my email. I called again was put through to London immediatly again a young man was very helpful taking over my computer and fixxing the problem.
Now evetthing is woking perfectly and I am paying 20% less for more.
Nordlaw

I dont have many issues with my total broadband apart from a few things. My download rate is nowhere near the told amount (around 4mbps), and the maximum i have seen is around 200K, my billing was clearly wrong as I am on option 2 and I believe the first 3 months were £14.99? my first broadband bill came to over £65. Have complained a few times about the speed because paying £23.99 a month now and find that ridiculous for the service im getting. Dont mind the download rate as I dont download allot anyway and I know I can go over if I like.

What I really dont get is why BT are charging so much? They clearly own most communication equipment anyway and other providers can still beat them on practically every aspect of internet services. If my problems are not sorted soon I am tempted to change to NTL/Telewest as I hear their services are excellent.