Appalling Engineer/Customer Service

I don’t for a second believe posting my experience of BT ‘customer service’, will change the experience of customers at all for the better, but just need to let future customers know what’s in store.  Whoever you have providing your phone and internet, if anything goes wrong with your line, then you only have the ‘choice’ of a BT Engineer.  The following is an experience that unfortunately is common. My phone line started to crackle and became unusable, the internet then trickled to a halt.  I phoned my provider who stated that a BT Engineer would call at a certain date.  My wife waited in, but no one came.  I again phoned and was given another date.  An engineer came, scanned the ground outside our home with a fault finding device, he stated that the fault was under the public footpath.  A few days later someone from BT came and dug the path up, then left.  Another day and Engineer came and fiddled with the underground wires, stating that he’d found the fault and it was fixed, then he left without giving us a chance to test the phone line.  It still didn’t work.  Then another day BT sent someone to fill the hole.  I had yet again phoned my provider to state that the fault has still not been fixed. 
I decided to investigate the wire leading from our house and found the fault myself.  The fault was caused by the wire that leaves the ground and connects to the house had become detached, it was obvious that this was the problem, just by looking.  Again a BT Engineer came out and I watched him with his underground scanner as he walked around our garden.  As he didn’t seem to be finding a fault I drew his attention to the wire coming out of our house.  He confirmed that I had indeed found the fault!  Why didn’t the ‘professionals’, find it, they’d been plenty of times?  He reconnected the wires and the phone and internet then worked. 
Another time I was looking after my sister’s house whilst she was on holiday and she’d arranged for a BT Engineer to come and fix the fault she was having, no phone and internet so slow it was unusable.  I had noticed a heavy branch was resting on the phone lines about 500 yards from her home.  When the BT Engineer came he connected a device to her phone and stated that the fault was back at the exchange and that he would reset it and it should work within a few hours.  I asked him if he thought the tree branch could be contributing to the fault, he said no, he’d found the fault.  So 24 hours after he’d left the fault remained the same, again another BT Engineer came and connected the same device to find the fault and stated to me, without my mentioning the tree that a branch was the cause and he even told me how many yards away from the house the fault was, he investigated and it was the tree causing the fault.
How is it that a professional service?  I mentioned my experience to a friend who was a BT Engineer but lived some distance from me, so was unable to help me initially and he stated that my experience is common.
This is due to privatisation, there is no public service ethos left in BT and many people who are employed by BT, don’t even know what that means.

This page should explain things.
http://www.expect.openreach.co.uk/
You can complain using this form http://www.openreach.com/orpg/home/contactus/tellussomething/tellussomethingaboutourpeople/tellabout...
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

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  • Appalling Customer Service

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    That's the gist of the message I sent. Perhaps some think I'm overreacting but it's not untrue to say that this has really inconvenienced me and caused real upset. I've never left a bill outstanding or even paid late in my life and yet customer service is beyond terrible.
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    Keith_Beddoe wrote:
    Openreach are dealing with all service providers, BT Retail are not allowed to be given any priority.
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  • Appalled by the lack of customer service - NEW PHONE is DEFECTIVE

    I was leaving for California at the end of July and needed a battery for my Galaxy Note 2. There were none to be found. Verizon agreed to allow me early upgrade to the Galaxy Note 3. After daily phone conversations with customer service, I finally got my phone 4 days after it was to be shipped next day air. I had to pay $75 California tax and a $15 next day fee. I live in Massachusetts and although we are known as "Taxachusetts" - it would not have been that much if sent to my home. Needless to say, I get the phone and it is unable to hold a charge (not being used) for more than 8 hours. I called customer service at least 10 times for a matter of at least 8 hours and have no resolution. I cannot get a new phone because I am beyond the 2 week deadline - "Really?" at that point I had the phone for 3 1/2 weeks. I have a phone bill sitting on my table for $418.00 (to include equipment) - I will not pay for this phone until they send me a new one. I do not think that is unreasonable, yet, each of the 10 customer service and supervisors I spoke with told me that is not possible - no one could do that for me...Look, all I want is a phone that works and VERIZON WILL NOT ASSIST ME WITH THIS SITUATION!!! I have been a customer for a long time and am absolutely appalled by the lack of customer service!!! I am asking those on here for help.  What carrier should I move to?  Evidently Verizon does not need my service - and I am happy to share with my "Friends and Family" what a deceptive company this is.  So what do you all suggest?

     It's as my original messages states.  After taking the iPhone5 to a verizon store and being told is was a known defect with the screen, we sent the phone back and received a refurbished phone.  After weeks, we were sent an email with a picture imbedded that would not display.  It stated the phone had internal damage.  We certainly would not have returned the phone had we not been instructed to do so by Verizon or if it was damaged.  We requested to send the refurbished IPhone back - we would have rather paid for a brand new phone than $300 for a refurbished one.  We were told we could not.   Beyond this - the support was unreal.  The first person we spoke stated there was zero record of our original call to support to return the phone although our detailed calling bill showed a 35 min call.  Three calls later and no one was able to show us the damange, prove it was our phone, etc.  I'm not convinced this isnt some sham to get more money to be honest.  We've been with you for 10 years.  I do not want to pay for a refurbished phone especially when a verizon tech instructed us to send the original back due to a defect. 
          From: Verizon Wireless Customer Support <[email protected]>
    To: flash sam <[email protected]>
    Sent: Tuesday, October 28, 2014 4:16 PM
    Subject:  - Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
    #yiv7047612359 img
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    A message from the Verizon Wireless Community
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    Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
    created by Verizon Wireless Customer Support in Verizon Wireless Services - View the full discussion                  There's no need to consider canceling service with us flashsam. This is certainly not the wireless experience we want you to have! Let's take a look and see what options are available and keep you as a happy wireless customer. If you can send us a private message then we can look into this.
    Thank you…
    ArnettH_VZW
    Follow us on Twitter @VZWSupport    Reply to this message by replying to this email -or- go to the message on Verizon Wireless Community Start a new discussion in Verizon Wireless Services by email or at Verizon Wireless Community
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  • Need to change my Country. Appalled with Adobe Customer Service

    I am absolutely shocked at how far Adobe's customer service has fallen. In the past i could simply call up their toll free line and get an answer to my question or have my isse resolved. It seems those days are LONG gone.
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    Hi,
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    Do you have an email contact for them please?
    I only want the dreamweaver and adobe pdf creator & editing software but the links on US site don't work either.
    I already paid for the whole suite a few years back so don't want to pay again after I had to replace a HDD in a windows 7 machine.
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    Adobe Systems Pty. Ltd.
    Tower 2, Level 27
    201 Sussex Street
    Sydney, NSW 2000
    Australia
    Tel: +61 2 9778 4100
    or how about technology that was 300+ years old and FAX'em
    Fax: +61 2 9778 4190
    Surely email is not too much to ask???

  • Appalling in-store customer service.

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    I returned home (no smartphone so couldnt use my cel to find the #), called the 800 number and spoke to an associate who was able to fix my problem in about 5 minutes, including calling the store to make sure everything went through and that I would be able to pick it up. I immediately got back into the car, drove all the way back to the store, and upon entering, the manager saw me (we made eye contact) and then walked all the way to the other side of the store in a clear effort to ensure he wouldnt have to deal with me. It was literally shocking as this guy was clearly older than the 3 other associates that were working behind the customer service desk and a terrible example for them. I walked up to the desk and was able to get my item with no problem. In hindsight, had I not needed the item immediately, I'd have cancelled the order. 
    This lack of customer service is just disgusting. I will never return to store #474 and it will take an amazing deal to get me to return to the other further afield Best Buy in the future. 

    Hello kikks-
    The experience of picking up a BestBuy.com order in the store should be one of ease, convenience and speed.  When an issue comes up, we certainly hope that our stores would do anything that they can to help resolve the situation and I’m sorry to hear that this wasn’t the case with your order.
    My belief is that this manager could have handled this situation better and allowed you to either call from the store to avoid the return trip or called himself to at least put you in touch with the right person to help you.  While I’m glad to hear that we were able to get the order corrected so that you could pick up your monitor, it’s definitely disappointing to hear that you had to travel home to do so and then come back.  I want to thank you for continuing with your purchase despite this setback and let you know that I will be forwarding these concerns to the upper store management for their review.
    Thank you for taking the time to connect with us and I hope that we will see your business again in the future.
    Sincerely,
    Bill|Senior Social Media Specialist | Best Buy® Corporate
     Private Message

  • Re: APPALLING CUSTOMER SERVICE FROM PAYPAL - COMPLAINTS TOTALLY IGNORED!!

    There is no customer service at Paypal. From July 10, 2015 to Juky 13, 2015 I tried to move money from my Paypal account to my Paypal Debit MasterCard on my online Paypal site. It simply does not work. The money was sent on Thursday night, July 9, 2015. I tried to put it on my card from around 10 am till about 5:00pm on July 10. Each time I went through the process to link the two accounts I received this message: "An unknown service error occurred. On Monday, July 13, 2015, I tried again and the same thing occurred. After calling customer service about fice (5) times i finally got a person who was a native English speaker. This is only important because the technology and number of times that one is told to hold on for a moment makes trying to talk to someone that you cannot understand doubly frustrating. Whenever I did get someone on the phone I could not hear them and they could not hear me. It was like we were using a phone system from the 1920's. The volume was intermittent at best and like talking on string with cans at worst. On the last call I spoke to 2 men. The first guy talked to me for a while as we both screamed "Can you hear me? Can you hear me? What did you say?" Finally he said he was going to connect me with someone who could help, but he never came back. An automaton with a woman's voice came on the line and asked question after question but I could hardly hear her. But I held on the line. Finally a man with a foreign European accent came on the line and we played the same "I can't hear you" game for about 20 to 30 minutes. Whenever he talked, I could hear his voice, but I could not understand a word he was saying. I begged him to simply hang up and call me back so that the lines would not be hampered by so many connections. I think the many connections and data one has to enter to speak to a person is what reduced the volume. So Paypal has my money and I can't get it. And whatever I do to get my money is blocked or digitally and electronically frozen to stop me in my tracks. And all of the five to seven people that I have talked to at PayPal and PayPal Debit MasterCard are too busy to help me get my money. Public please beware of this company.     

    Have you considered contacting Customer Service via Facebook or Twitter?
    You can send them a personal message from their facebook or twitter pages.
    It's: https://www.facebook.com/PayPal and @AskPayPal for Twitter.

  • Appalling Customer Service, absolutely Rude and impolite !

    Mods, This is a feedback from a disgruntled HP customer for a call I got from your Escalation Team. Please move this thread to appropriate location if it does not suits here.  I just received a call from HP Escalation team and am very furious by the way the way HP has spoken to me. I found HP ([email protected]) very impolite and rude. This is not the way you talk to your customer. I suggest he goes through a Soft Skill training and is taught how to be courteous and helpful. I have an ongoing issue with my Pavilion G6 which is out of warranty, Iam trying to get back OS as the HDD ernt kaput.  Please help me with escalation matirx procedure for Customer Service issue.  Being rude to a cusotmer is absoltely unacceptable !!!! 

    Hi Caesar Thanks for your answer. Can you explain to me why sky staff got involved on this thread then ? http://helpforum.sky.com/t5/Archived-Discussions/Making-a-complaint-to-sky-what-to-expect-and-what-my-actual/td-p/1449027 "The sky guys on the forum are now currently trying to find a solution to getting my account cancelled. I will no doubt post on the forum if the account is finally closed." I've just called the complaints team and they told me they cannot do anything and that I have to speak to the cancellation team ? Is that a joke ? Why is there a complaints team then ?  

  • Re: Faulty contract phone and appalling customer service

    I just wanted to come on here and share my latest experience dealing with EE Network, I was previously an orange customer and had the Samsung S2 on contract from them in 2012 so when it came up for re-newal in Febuary this year I looked round and decided to stay with Orange who have now merged with EE!  This was not a problem as EE offered me a good deal on the Samsung S4 so I stayed with them signing up to a 2 year contract, This was in Febuary 2014 and it is now only May 2014, 3 months and the problems i have had are rediculous!!  1st I am being charged a monthly fee for not paying direct debit even though i DID setup a direct debit with them over the phone, I phone them once a month to have this removed the next month, I then start to have problems with the Samsung which keeps freezing and then does nothing until the battery is removed and replaced and then it takes ages to come back on, although I accept this is a fault with the Samsung S4, The point is it is supplied by EE and is being paid for monthly so it is in there best interest to deliver a great service and I will now tell you the service I have received! I rang EE customer services and explained the problem and was told to take my phone into the EE shop in my local Basildon town where the EE team would be able to replace the phone after checking the problem.  I got up this morning and got my little girl ready, reset my phone, removed all pictures to laptop so as to not lose any, all apps removed and headed into town.  When I got there they said they cant replace phones as its policy tom send them off and this takes 14 days at least, Now I will point out at this time that the team in Basildon EE store were excellent and made every attempt to help solve the situation and the issue is with the EE Customer Service staff at the call centre who seem to find it easier to hang up than help even hanging up on the manager of the EE Store! First the manager called EE from the store and explained the situation and they said they cannot do anything even if the phone is still under warranty, sorry not what trade desription act says as phone is not fit for purpose freezing all the time.  The first call centre guy, M Farqan was rude and hung up on the manager, 2nd person Jo Quinn after alot of hustling and to and throwing offered a £30 discount on the bill which the manager accepted on my behalf but also requested what theyb are going to do about the faulty phone and she said it will need sending off.  The manager said that i should never have been told it would be replaced by EE as it is not there policy to replace phones after 14 days. I am now left with a 3 month old phone that does not work properly, 6 months pregnant so contact is essential when i am out the house and i am still paying for the phone contract of a phone that does not function 70% of the time. I would never have stayed with Orange via EE if this was the case as they do not look after there customer and the call centre have zero patience for sorting an issue for a customer unless they are selling you a new product I will keep trying to sort this problem in the hope EE start looking after the customers they have whilst also advertising on the TV in papers for more and for now i will NOT be reccomending them to any of my friends or family

    I assumed I was still with Orange and as Orange and T-Mobile had merged together it would give me more improved signal and customer servics.. NOPE! Customer Services;Crap signal and asically do not ask for a call back, do not ask to speak to a manager, do not expect the notes on your contract account to be up to dated each time you call with a problem and if you think EE will help sort out a faulty handset whithin it's warrenty (which is our customer rights) the first thing they advise is that you claim a new handset under your insurance!! Faulty Handset;If you protest that you are not going to claim via your insurance on a "Faulty" handset your next option is to send your phone off for 14 days with a basic standard handset replacement (which non of us have used since the 1990's). The other option is to pay a deposit of £60 for a basic smart phone whilst again waiting 14 days and the £60 is returned back to you when EE receives their smart phone back.. Why on earth it takes 14 days is a question when asked a simple reasonable reason/answer is av avoided.Or you can pay £25 to fast track with no loan phone and EE keep your £25!! As soon as I can I am going back to Orange!! When I was with Orange I always had full signal, excellente customer servies including notes on my account relevant to any prior problems. I always received call backs and call backs from a manager when promised and should my handset become faulty for whatever the reason they would come out the next day and exchange it. As previously a consultant and then technician for a well known mobile network provider for many years, Brendon no reply from yourself will be read.

  • Slow service and dre4adful customer service

    I was enticed to the BT infinity service from an existing ADSL provider with the promise of additional speed. Not the full 20/10 but 17/2. I actually get 6.5/0.6 unfortunately after a catalogue of dreadful customer service and bad technical support I am faced with no other alternative than to open a case with the Ombudsman for communications.
    My post is to warn others who get suckered into the promise of a faster connection from BT. The fact is that infinity is no better than ADSL unless you are next to the cabinet or exchange. Same scenario as ADSL. The bad thing is that although the 1st engineer correctly diagnosed the issue immediately after installation BT continued to send another 7 engineers to look into the issue. The tech buddies at the call centre have no idea on what to do other than send another engineer and assure me they are work hard to resolve my issues. The fact is that the call centre staff do not understand the complaint procedure nor can they escalate issues to get a resolution.
    After nearly 2 months of being told to re-boot my router and many engineer visits the UK customer agent has finally conceded that the cable is too old to carry a reliable digital signal and that it is too costly for BT Open reach to replace it. Although I am paying for an infinity service I should accept that due to the inferior quality of the BT network I am getting as good as it gets.
    I am sorry to say I do not accept that the old antiquated cables that provide the phone service are not up to the job and can be left in place as it is too expensive to replace. Surely every technology company expects to invest in delivering the service they offer their customers and asking me to accept an inferior service but still pay the full price is unacceptable. I do not live out in the sticks I live in a large town. My previous ADSL provider gave a better speed than infinity provides.
    I was told by BT that it would not be recommended to take this case to the Ombudsman as it is unlikely I will get anywhere. My view is that if everyone took this stance then the Ombudsman would have no visibility of the poor service BT are providing and their inability to update their infrastructure to meet their obligations. Not only is the speed way too slow the customer service that BT provides is among the worst of any company I have dealt with. Given the size of BT I would have hoped for a better escalation system.  Sadly there is no alternative to BT unless Virgin runs by your door as all providers have to utilise the antiquated BT network. They may have spent loads on Century 21 but they missed the final section of cable.
    BT has agreed that they are unable to resolve my problem. I have requested a ‘Deadlock’ letter but apparently only special authorised people can issue these and none are available for a few days!  So it appears that even when BT have admitted they are at the end of their trouble shooting they are still reluctant to issue the final letter to prove it and allow me to take the next step.
    All of this is a sad state of affairs making me back away from BT for any services.

    Absolutely accept they do not have to provide. However, once an offer has been made and accepted they should have an obligation to deliver on their commitment. If they had never offered me the service at the speed greater than the ADSL I would have stayed put. I do not see how BT can hide behind outdated infrastructure in the 21st century in a built up area and with consumers having NO choice as Virgin is the only competition.
    Above this the biggest issue is the appalling customer service.  If fact NO customer service. All they have is a tech help line staffed by people trained to speak nicely and ask you to switch off the router or wait for 48 hours for the new profile to take effect. All this given it was never going to work and they knew it. They do constantly call back at the rate of 3 times a day to enquire if the problem is solved tasking no notice of the request to call my mobile phone and harassing my wife at home who has no idea what they are talking about! At one stage she threatened to report them as a nuisance caller!
    The problem was diagnosed on the first visit and if they had any tech staff with any knowledge they should have said from the start don’t waste hours talking to our tech buddies ‘cos it’s as good as it gets.
    I do not think any of this is unreasonable as I’m just asking for what I am paying for no more or less and an efficient way to get the issue resolved.
    I would like to add that eventually after constant complaining and even filling in the complaint form on the web site, that never recvd a reply, I was called by a very helpful lady named Emma who did agree immediately the issue was the aluminium cable that was unable to carry a digital signal. She contacted Open Reach and they performed more tests to absolutely confirm the cable was at fault and they would not replace it. She said there was nothing else that could be done and as GBP28.00 PCM was what I would pay for ADSL I should agree to keep what I had and just accept it.
    BT need to understand that a digital service is where we are and if they want to be in the game they need to invest in delivering it or just accept that Virgin have it nailed and leave it all to them and the rest who might not want Virgin will just stick with a slow service.

  • BT Group lack of customer service

    I sent the enclosed letter to the chief executive of BT after my recent experience of a fault. I believe that the customer service was appalling, but guess what has happened? the letter was passed to a complaints department and I received a phone call at 2 minutes to eleven on Remembrance Day (!) and when the person called back at my suggestion half an hour later, we had one of those bitterly frustrating conversations where the apology was "I am sorry you feel like that" What I wanted to learn is that somewhere in the system someone is accountable for lash ups like this. is the BT Group so large, so institutionionalised that the individual customer has no genuine come back? Trouble is that there is no alternative to overhead phone lines so BT just sit there in a monopoly position. "Dear Mr. Livingston, I read the Andrew Davidson interview in the Sunday Times (6th November 2011) with growing disbelief. Has the BT Group really no idea how individual customers feel. For an individual customer coming up against the mighty BT Group, there is absolutely no chance whatsoever of customer satisfaction. Take my case: I reported a fault on my telephone line on 31st October and Open Reach are repairing it as I write, eight days later. When I originally reported the fault, I also said that my wife was undergoing chemotherapy and needed to be in daily contact with her chemo nurse and oncologist. I was told we could not be treated as an emergency (the term used was welfare case) because we could divert calls to my mobile. This was irrespective of the fact that I take my mobile with me when I am out on business; consequently, there is no phone at home. On 31st October I received a text saying that the fault would be fixed by 3rd November at 1700. It was not. I was subsequently told by the BT call centre that it was an automatic text that gave a three-day window for the repair, apparently to conform to a BT customer guarantee. On subsequent calls to BT, presumably the same call centre, I was informed: Open Reach were already working on it. It was a difficult repair and would take some time It was an underground repair and therefore was difficult It had nothing to do with BT, as Open Reach was a separate company It was a fault affecting the whole district and would take some time. None of these had any truth whatsoever; as we knew that the 11 houses in our village had working phones and that the fault was in a junction box up a telegraph pole adjoining our house. On 4th November, my wife had an adverse reaction to one of the drugs she was taking but could not do anything about it as I was out of the house with my mobile phone. She was later taken by ambulance to Exeter hospital A&E An Open Reach engineer came on Saturday morning and took 5 minutes to do a temporary fix to get us through until today. When I asked him why it could not have been done on 31st October or 1st November? He said that “he was just the engineer” and that that BT was a separate company and none of their excuses had any truth. I think that what is most frustrating is that we were brazenly lied to, and we have no redress, save making the treatment we have received public. It appears that there is nobody that is accountable, nobody to take responsibility. We cannot ‘vote with our feet’ and change supplier because BT is in a monopoly position with regard to the provision of the hardware certainly in country areas like mine. Finally, it is galling that I pay line rental and option 1 tariff in advance for such an appalling service and will no doubt have to fight with every sinew to get compensation. I wait with interest to see how the buck is passed on this one, and whether you even receive this letter or it is directed back to customer services where I started originally. Yours Faithfully,"

    Good Morning Frankeul,
    Sad to say, there is nothing new under the sun.
    I reported my phone as totally dead on 1st November. Nothing happened.
    On 8th November, I checked the status on the web page and saw it had been resolved that very day and closed. Needless to say, nothing had been resolved. I called the 151 number and had to suffer a recording of 5 minutes, telling me how to check if my phone really was defective. Particularly galling as I gained my first City & Guilds qualification in "Telecommunications, Radio & Line" in 1966.
    Returning the the web site, I discovered a new fault ticket had been opened within the past few minutes. Not by me, it hadn't!
    The following day, I managed to contcat a human being on the 151 number and had to listen to a poor bloke who had obviously been told "Tell him this or tell him that". (I actually felt sorry for this man).
    He told me the fault was somewhere outside my premises. I knew that.
    He then told me the engineer was unable to fix the fault. In that case, I said, he must know where the fault lies; where is it?
    He said it may be in the junction box outside my house. Well, in order to confirm that, they would need to come to the house and check the junction box and nobody has been near my house.
    Aah, said he, they were unable to contact you. Unable to contact me? How did they try to contact me?
    "On your land line"! Do you mean the land line that I have reported as defective?
    "Yes!"
    Gold medals for stupidity!
    He then told me the fault would be fixed by 14th November. And how does that square with the line "We aim to fix it within 3 working days"? More to the point, why was the original fault report closed.
    He said this was done automatically after 72 hours. "Stop telling me lies! It was closed 7 days after being reported, not 72 hours. And I know why. Someone had spotted an fault report that had been open too long. "Close it and open a new one, thus restarting the 3 working days clock".
    This person's supervisor rang me back shortly after my call and was apologetic and confirmed the fault is outstanding since 1st November and should be fixed as a matter of priority.
    That was on Novemeber 9th. Today, the 12th, I noticed the web page shows that BT "Aim to fix it" by 14th November.
    This should come as no surprise to me though. When I moved into this house in 1995, I applied for BT service and it didn't work. An engineer came out and told me it was due to faulty wiring in the road. This was a brand new house on a brand new estate. The wiring had been installed only a matter of weeks earlier. Quality control? They couldn't even say it, let alone practise it!
    In 2005 or 2006, BT's latest version of internet services was being rolled out across the UK and my area was one of the first to get it. I applied for a broadband service (about 64K, if I remember rightly). The equipment arrived and the bill was debited with the cost and it didn't work. More than one or two telephone calls to a call centre did nothing to help my mood nor to get the issue fixed. Eventually, an engineer came to the house and said the problem was down to faulty wiring. To be fair to him, he was most diligent and even reported back to me that the problem was caused by a well known faulty trunk between the cabinet at the top of my road and the exchange. He tried to find an alternative working pair but was unsucessful. After writing to the chairman of BT, I was contacted by an excellent customer care person who not only apologised but arranged for me to be paid compensation. And I never did get the broadband service.
    Having seen this faulty cable being recently replaced by fibre, I thought I would have another try. The online speed test said I could have up to 32Mbs. Good! I then tried to order and kept getting an error message. This was when I discovered the issue I currently have.
    Since reporting the fault, I have used the Contact Us pages and emailed BT 4 times. No response!
    What really galls me, beyond the appalling treatment of BT's customers is that, many years ago, I was an engineer in a GPO telephone exchange. When a customer called 151 to report a fault, we would be contacted in the exchange and asked to carry out tests there and then, while the customer was talking to 151. We would determine if the fault was in the exchange or outside. If outside, the appropriate technician would be notified and a visit would be arranged and the fault fixed in quick time. If the fault was within the exchange, we would fix it virtually immediately.
    Also, in my past career, I was responsible for a team of engineers who were providing engineering support to BT as one of our customers. Despite the fact we were rolling out a brand new technology at the time (Tetra radio systems), BT were very hard task masters and demanded immediate responses to any faults that cropped up and I was summoned to meet with them at Rugby on more than one occasion to explain matters to them.
    It is a pity BT couldn't have learned some lessons from the manner in which we treated them as customers or maybe from the way GPO Telephones used to handle problems.
    Needless to say, I shall be writing once again to BT and I shall resurrect my previous issues with BT on my own web pages for the world to read.

  • Excessive charges & poor customer service

    BT clearly have no interest in customer service. After having payment difficulties BT appeared to be understanding to the situation in giving me more time to pay. They assured me that the fact that I had contacted them would mean I would not face further charges. Now, after making the payment I find that they want an additional £32 in charges. How on earth can this be justified? It's nearly the cost of 2 months line rental! When I contact their so called customer service team, they don't seem to understand why I am complaining. Having been with BT for over 7 years I think it's clear they are not really looking to retain they loyal customers. 

    My saga with BT is highlighted in the complaints letter I sent to them. I am very doubtful I will get anywhere but I would appreciate anyones help and support regarding the matter. I can see many people have been through the same anguish and frustration as me.
    To whom this may concern,
    I am writing to you regarding the bill I have received. This bill states that I owe £130 for an engineer call out charge however I had no knowledge or information about this £130 charge other than a text message from BT which actually highlights I should not have been charged for the engineer call. The fault is with the BT internet phone you have provided me.
    My partner spoke to BT the end of January to report that our BT internet phone (provided by BT) was not making a ringing sound when it was called. The phone lit up when someone was phoning however when I went to pick up the phone the line was dead. This fault was reported to BT. We thought it was a fault with the line however the internet was connecting without any problems and this was explained to BT when we phoned them. The result of this conversation was that the BT representative said he would send an engineer out. This was the end of the conversation; there was no mention of charges for this service. I was led to believe this was what BT would normally do as part of their procedure so I agreed that an engineer could come out to check the phone. No mention of a call out charge was discussed with me or my partner.
    The BT engineer then visited to look at the fault. He said there was a problem with the equipment provided by BT. He said he would contact BT and ask for another BT internet phone to be sent out. As he left he said ‘don’t worry I will put down that it is a fault with the phone not your line’. There was no discussion about a call out charge. The only information I have received is a text message from BT to say ‘we’ll visit you at 13:00 and 16:00. If the problem isn’t with BT equipment you may have to pay a repair charge’.  This text message highlights that I should not be charged for this visit because as the engineer states the fault was with BT equipment.
    As you can appreciate it came as a shock to me to find a bill which is asking me for £130 for the engineer call out charge. I have made numerous calls today and have spoken to representatives at BT to try and resolve this issue. I have spoken to a number of people at BT including the supervisior. All have said that they have looked at the notes made by the engineer and he has stated that he has informed me of the charge. Nothing in writing was given to me other than a text message which confirms that I should not be charged as the fault is with BT equipment.
    My partner then called BT the afternoon of 21/03/2011. Again we were informed that BT could not remove this charge and there was nothing they could do to help. One representative said that we should make a complaint to BT and Watchdog as he agreed we had good reason to question this charge.
    I have lost my faith and trust in BT as a company and I would appreciate your feedback and support in this matter.
    Since then I have had a call from the complaints department who was very abrupt and said he had done his bit and cant do anything else. He states the phone which BT have provided is mine and therefore the cost of the engineer charge is down to me! He had not explained the complaints process to me and I have had to research into this myself. My next step is getting to deadlock and getting ombudsman involved.
    I am really appaled and frustrated with BT in general.

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