Re: Rubbish Broadband & Rubbish Customer Service

I totally understand you. Joining BT is also the biggest mistake in my life!!
Those Indian everytime promised to call back, but never. And always took ages to get some one answer, today no answer after 40 min's waiting on the phone. I am really fed up with it!!!

@cai
welcome to the BT community forum where customers help customers and only BT employees are the forum mods
in order for the forum members to help please can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results .
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
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Similar Messages

Broadband and Customer Service in India

Hi,
It's time to vent my frustration at BT customer Service.
My broadband connection was fine until sometime during the night on 28th November, so about 36 to 48 hours ago.
I logged a fault call with the help desk (In India) and they did all the usual tests they go through but did not solve the problem. They then said that they would call back in 24 hours to see there may be a network problem they were not aware of which might be resolved during that time.
Well they did call back. I told them problem was still ongoing. So we went through all the tests again and I was then told that there is a 'Major Service Outage' in my area and that the problem is being worked on and should be resolved by 7pm.
Once I got off the phone I checked the status of my reported fault on BT's website only to discover that the original call had been closed and a new one opened. Seems a bit strange.
I took a trip to my exchange which is only round the corner from where I live to find it all locked up and no one there.
I am beginning to feel I am just being fobbed off by BT. All this please wait 24 hours is total rubbish in my opinion. What happens in 24 hours? Do they call back and we have to start all over again? I guess by closing the first call and opening another means they have reset the clock at their end and it looks like they are fixing faults when infarct they are not.
Why on earth do I have to call a helpdesk halfway round the world in India and speak to someone who has a strong accent I can't understand and they can't understand me. Very irritating. BT Help desks should be UK based...Period.
DOES ANYONE HAVE A NUMBER FOR BT WHERE I CAN SPEAK TO SOMONE ABOUT A FAULTY BROADBAND CONNECTION WHO KNOWS WHAT THEY ARE DOING AND IS BASED IN THE UK?
If you are wondering how I am able to post this message without a broadband connection its being done via wifi to my mobile phone.
Thanks for any assistance.

Hi, Unfortunatley because my BT Broadband is not working I can not access that link.
When I try I get this message:
Sorry - You must be connected to BT Broadband or the BT network to use this
website.
This is a private website for the benefit of BT Broadband customers
who use the
BT Customer Support
Community
website, and is not connected with BT.
If you are
visiting this site from a BT Broadband or BT Corporate connection, and are
getting this message,
then please contact me via the BT Community forum, and tell me the date and time of your attempt.
Thanks
Keith Beddoe
All I really want is an answer to the question highlighted in red in my origonal post. Can anyone help me please?
Thanks
MP

No Broadband, No Customer Service, No Complaints p...

We lost broadband and line connection over a week ago. Since then myself and my husband have spent / wasted hours on the phone - to India where we have been made to repeat the same information ad infinitude. Despite talking to someone for over an hour about our lack of broadband - when we asked for a contact number in customer services we were told BT don't have a customer service department and we could "go on the website" to check how to complain ! We would live to do this but we can't get on a website if have no broadband!
We have had an engineer who fixed the phone line and then shrugged and told us "broadband's not really my thing" leaving us unconnected and facing two more hour long and useless conversations to India.
I have no faith in BT resolving our problem I now simply want to find out how to make a complaint and how to terminate our contract - without ringing India! We have lost valuable work time due to this problem and cannot continue to stay with a provider who cannot "provide". We will bear eking to be refunded for this months bill as we have not had any service from BT.
Any advice from anyone who has successfully found a complaints procedure or a contact number or address in The UK would be much appreciated . We just want this nightmare over and to be able to work uninterrupted with Internet provided by a company who values customer service.
Thank you

I must be missing something - if your phoneline is now fixed and your phone is now working without any noise problems then i don't understand how your broadband now does not work can you explain your comment 'the It is a problem outside of our property - the broadband connection is going into someone else's property. '
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Re: Atrocious Broadband Speed & Customer Service

I have had broadband issues since November2013. I love chatting to the technical teams in India some of them are now best friends. Have had my hub 3 re booted so many times I'm not surprised it doesn't work. The replacement hub sent to me performs even worse than the old one. I've asked for a hub 4 but I'm not eligible as I'm under contract. Asked to speak to a supervisor but told that I must go through a technical fault test before I can speak to anyone. Tried give me infinity at the new customer rates sorry Don't qualify as I'm under contract . Threatened to cancel my contract and move to SKY and was told by BT Advisor that as BT own the lines they provide the best service . If I move to SKY then I could encounter traffic issues and reduced speeds as BT lump all their competitors on a reduce desperate network so may be worse off.
All I've been told is switch to infinity to get a superior product at a much higher price . I don't have the service for the price I'm paying now so why should I pay more for potentially a similar poor service at a disadvantage rate as I'm a loyal customer .
So much for fair competition OFCom /OFTel . Oh almost forgot BT want me to pay £3 for third rate BT sport from August to pay for all the has been commentators in HD .
roll on November when I can lift and shift my loyalty somewhere else .

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
I moved your post to start your own thread to avoid confusing answers with previous post originator
in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
all the rubbish about BT combining competitors on one network is not correct.
as a BT customer you do not have to pay anything for BT sports in august unless you want to maintain sports in HD
Someone may then be able to offer help/assistance/suggestions to your problem
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Slow broadband and customer service

Is there a number I can call that does not end up with an Idian on the other end.
Am sick of constantly calling about slow speed and being told am getting 8meg when I'm only geting 2 to 0.85 meg
I want an engineer to come out in the evening when the problems start, but cant seem to get past the dam call centre.

the CS is only number available there is no UK number
as pointed in september if you get an engineer visit and problem is on your side of the test socket then you will get a bill for £129.99 for the callout
you would be better posting the information previously requested and see if the forum members can help and failing that the forum mods
the information requested was
in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Home Broadband Still Provisioning - Poor Customer Service - Promises of Updates / Callback not kept

Hello I am not sure if this is the right platform. I would like to make a complaint about the poor shocking customer service I have been receiving from Telstra. I signed up with Telstra on a Home XL bundle. Phone + Cable Broadband. The install date was 27 June between 10 and 2 pm. I call Telstra around 2 pm and get advised that the connection is done at the back end and it is working. I connected the modem tried everything and it did not work. So started the calling saga. Rep after Rep. Stories, Mixed messages. I gave up. 29 June: Finallly a guy understands and sends me a new modem. He also created a new profile and send a tech to fix the line.I was told the new profile is for Cable service only (quicker way to get a tech to come and fix my connection) and once connected I will get a call back or I will have to call back to be put back on bundle. 30 June: The tech came out. Fixed the line and the internet started working. Worked for about 2 hours and died. 5 pm onwards till 10:30 pm: I called back again was told number of stories including one told me to change the modem (received reoplacement modem). Did that and it registered straightaway and told me 1 hour and it should be active. I waited and called back and everyone kept saying 24 hours wait.A rep b ooked a technician again for me as he said some line issues.A female rep said it will only take an hour and she will call me back and she insisted do not call Telstra at all and she will call me around 8 pm. I waited and called back and after being put through to few reps a sales Rep finally told me that he will be monitoring my connection i should be up and running by morning and he will call me next morning. I kept ringing Telstra only to ask shall I stay home for Tech or leave for work as the connection issue us Provisioning not physical. 01 July: I came to work and tech rocked at my place angry and rude to me over the phone. I tried explaining to him that there was no need for him and reps wont cancel your booking last night. Mid day: Called number of reps got hold of a supervisor and he told me that your 24 hours will be up 6.30pm and he will call me back around 7 pm to give me update on my connection issue as it has to be escalated to Level 2 and might take another 24 hours. But he said " you can sue me if you dont receive a call back". 8pm: Called back and again after speaking to 3 different reps, no one can find the name of the supervisor and what he promised as he never bothered to update notes. 9:10pm: I am still talking to reps to get an answer. On hold. These guys seem to be helpful. But still waiting for an answer. 9:30pm: Neil from activations from Telstra order number: 1-506687610154 said as it was escalated mid day today and they will manage connection and it will be completed by 12 noon on 02 July 2015 and I will get a call back by 2pm. As a customer I want a honest answer and a call back if promised. I never asked the reps to call me back but why offer when you cannot honor your word ? Now even if I get connected, then I will have to go through the drama of gettting back on bundle. It has been worst nightmare dealing with Telstra on this one. I should be been told when I signed up or started the connection that our process might take 5 days or so so please be patient and do not expect any service or customer service or any call backs from us. Attitude from the Reps is appauling. They do not want to listen to you. I thought they are meant to. They just want to convey what they are programmed to telll you, no solution focussed approach. I am not very upset with this Supervisor (Lester or someone in activations - not sure of the name) from 12 pm on 01 July for a call back promise and couple of reps from 30 June around 7pm same deal, call back promises. I know this complaint will not be looked at or dealt with and by the way I am not after a discount or credit. Happy to pay extra if it makes the service any quicker. I have used up all my mobile data as I have had to stay home and work waiting for Telstra techs. Can anyone please help at all ?

HI Lindy, Thanks for the response. Further to my frustration. The Internet came on for about 1 hour on Friday 03 July in the morning and then about 2 hours at night around 9 pm. Then same thing on Saturday 04 July. And Sunday 05 July. I called up on Saturday and another technician visited this morning on 06 July. I got a email of $838 bill on Sunday. I called and I was told I called for a technician to do a professional install twice so thats why I have been charged. More over as mentioned in my original post, Rep told me that i have standalone cable service which I said I signed up for a bundle. The rep put a hold on my account and cannot do much as I have been assigned a case manager. The technician has now advised me that why Telstra is sending a technician out as the issue requires an engineer. He will log a call with Telstra again. I am now stuck in the middle. It has been the most frustrating time ever. Another day wasted. 3 days of time off from work. And another thing. Why is my wife receiving phone calls from Telstra about our home broad band. I signed up for the service. I have my number on the service. I have been ringing up all the time and all the call backs go to my wife. The only mistake she did last week was gave the technician my wife's number to gain access to property and the technician used my wife's number to reset the password. That is it. and that was on the 29th June. Lindy, can somebody resolve my issue. My dilemma is I have to stay with Telstra if I want the cable service. I really need the service to be up and running as I have to work from home a lot of days. I have been loosing time, money and no more mobile data (including various top ups). Thanks,Arun

Poor customer service -Broadband fault

Joined Bt in January and have had problems with broadband service every month.
Latest Problem was reported 25th July and only occured after a BT engineer had been working on the small gry BT box in the street.
after 2 weeks numerous phone calls and time off work still no resolution. have made complaints but like previous posts the BT customer service system is that you cant contact complaints or the department that deal with the faults the level 1 department have to get someon to call you back.
Wait 24 hours no call then i have to hpone again and go through the whole process.
on previous occasions BT spend 3-5 days investigating the fault to determine it is something in the exchange another 3-5 days and an engineer deals with the issue and i get (very poor) broadband for a couple of weeks till it goes off again.
I have paid 1 years line rental upfron and i am only 7 months through the 12 month contract but now want to cancel my BT contract and go with another provider.
Is there any possibility i can get out of this contract due to poor service & customer service?

as the link does not work then in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Complaints Lack of Customer Service and No respons...

Hi there
I have had very similar experiences. Misold BT Business Line with Braodband speeds. Engineer called and connected to an old second line at the property which would only give me 2 MB.
Complained - Nothing Happened
BT engineer said that my home line was " pants" as Chesterfield Broadband non existentr suggested I move my Braodband to Sky as they have better speeds and dont drop the connection!!!! I moved my home line to SJKY and guess what he was right!!!!!
Complained again about my Business Line - losing customers - no response
Complained via Twitter - no response only more promises of help.
BT deceided to increase my bill for no reason no letter no notoification April 2013 queried bills back to October 2012 - queriied this with Billing Accounts - they said sorry charges put on account in errror. Told Billing they were now in default of contract they cancelled the line said I would receive a refund of the incorrect charges.
Credit bill received which I assumed was the final bill so cancelled my Direct Debit and then ongoing bills still arriving
Calls amde to to BT Billing usually answered by Asia or Thailand had no idea of what i was saying most of the time number of calls in excess of 20 All calls State that account was closed in April and that bills incorrect.
Called again recently and spoke to Billing they promised to help but said that there were no notes of calls and contacts on system. E mail received from Karen Bernadino as I insisted that she acknowledge my call -E mail promising to help. no futher mail or phone call despite further e mail chase up requests.
Today - BT Chat - waited 20 minutes today no luck - called BT poptions team suggested I complain at www.bt.com/business complaints - doesnt exist.
At wits end now will write to Chairmain and Onbudsman - BT have a non existent Customer Service that costs us millions?
Looks as though whatever you do the only way you can get a complaint sorted through BT is to go on this forum to shame them in full view of the general public.
Please can someone help I am not paying Bt any further money as they jhave been in default of my contract since the Account was opened and further since October 2012 when they decided to increase the charges on my account for no reason. No other organisation would get away with this invisibility and total lack of accountability.

I'm in the same boat have an outstanding complaint with BT , reported it 7 days ago. Still nothing from BT.
Even if you do get a reply fromt he customer service team, you can ask agin and you will get something different they have no idea whats happening in the company.
It has to be said I now reckon BT are the worst company for customer service, they make Santander look brilliant. Never have I encountered such poor customer service from a company that I have from BT. Just look at the forums they are full of people complaining about the service they dont get.
Good luck in writing to the chairman, I did that too after a couple of days and got an automated reply back, still nothing official from BT.
They are totally rubbish.

Absolutely disgraceful customer services

Dear BT
Posting on here in the vain hope I can find somebody with the intelligence to sort this out.
Lies I have been told by BT today:
There is no complaints department within BT.
BT have no contact with Openreach.
Even though BT have failed to provide me with my service (whilst charging me the full amount) for at least 2 months, this is not a breach of contract.
BT cannot refund the period of no service until the situation has been resolved.
All complete and utter rubbish.
Having severed my phone line for absoilutely no reason without notification, the engineer has now reconnected it to a different line, resulting in the loss of my broadband service, again without any notice.
This comes at a significant personal expense as I am self employed and rely on a working connection.
This is an obvious breach of contract yet when i mentioned this to a customer service representative, he transferred me to the call centre in India. I was under the impression that the B in BT stood for British, when was it changed to Bombay Telecoms?
I will now be instructing my solicitor to assist me with cancelling the contract free of charge if my broadband service is not resumed by the end of today.

from reading your post do you now have an active phone line but your broadband is not working?
the only BT employees that can help are the mods and you can contact them via this link
contact mods
can take up to 3 working days for mods to contact you
I would add that using a residential line for your self employed business is against your T&C unless you have BT's prior agreement. there are other similar posts on the forum
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Yet Another Customer Service Complaint

For at least the past ten years, I have been a Verizon Wireless customer, & until recently, I have never had an issue with the company. Their plans have great pricing, the coverage in my area is impeccable, & the representatives in the store have always been more than willing to meet customer satisfaction.
Until recently, that is. Last year, I upgraded my phone to the LG Rival, after my LG EnV was clearly out of date & useless to me. This is where the issues begin. Clearly, like any young adult, I purchased the insurance on the phone since accidents & loss are bound to happen. By the time summer rolled around, my Rival was having extreme software issues, due to no fault of my own. The phone would often freeze, the screen would glitch out, resembling a TV static screen, the phone would underline random words in red, it wouldn’t hold a charge, the phone would shut off or restart itself for no reason or in the middle of a text or phone call, or it would completely shift the screen to the left or right so that only half of the screen was visible.
I took it into the store of course & was informed that the insurance program had switched over to Asurion, & I would have to file a claim with them & wait the specified number of days for a new [aka refurbished] phone to arrive in the mail. Fine, I could deal with that, three days wasn’t too long of a wait to continue to deal with the piece of crap I was holding in my hand.
My refurbished phone arrived, I shipped the old one back to them, & all seemed well. Until two weeks later, when the refurbished phone started showing the same symptoms as the first. First the charge started failing to hold. Next came the shutting off & restarting, followed by the screen shifting. Once again, I returned to the store. Went through the same motions, filed the claim, waited three days, & was once again gifted with a refurbished version of the EnV.
Can you guess what was happening two weeks later? I’m sure you can. I went through this five times. *Five*. By the fifth time, they were completely disregarding what information I was giving them in the store, & had simply started shipping a new battery pack. Through November & December, I was in the store every few days, sometimes multiple times a day, seeing as I was not the primary phone holder or account holder. I was continually given attitude, shifted from person to person, & blown off.
I’m used to this kind of treatment. I’m a twenty-one year old female with a mohawk, facial piercings, & tattoos. In the beginning, never once was I rude, irate, or anything other than courteous, laying out my plight in brief & to-the-point conversations, & simply asking for help. Towards the end, I had started making it clear that I was sick of being [Edited to comply with Terms of Service] around, that I was a long-standing customer who until recently had no issues with their service, & that I expected the situation to be remedied. What kind of service was I paying for anyways?
It finally boiled down to I could either cancel my contract early, having to pay the fees, or I could buy a new phone at my own expense. My mother, who is the account owner, had finally had just as much as I had, & went into the store with me. Just as I had before, she laid out our problems, was calm with a business-like manner, & wouldn’t you just know it, she was treated much more receptively than myself & offered a different array of options. We ended up using the up-grade available on her line to acquire a Kin-Two for myself, since the available free Wi-Fi at hot spots was something that would [hopefully] end some of the hidden fees I had been receiving with my Rival. We extended our contract & once again purchased insurance on the device.
A little over a month ago, on January 19th, we were once again hit with a larger-than-expected bill due to data charges. I will accept this as my fault; a little too much status-updating. She called customer service to have a data plan added to my phone. All should be just fine, correct?
On February 4th, I was at a club with some friends & my phone was misplaced. Whether it was taken, slipped from my pocket, sat down somewhere, the reason is irrelevant. Point is I didn’t have it. We contacted Ansurion to file the claim, & they would not accept it. According to their records, on January 19th, the insurance on my phone was canceled, the same day we had the data plan put on it. We were told to contact Verizon. After doing so, we were informed that they couldn’t name the representative for us who canceled the insurance, because their system does not keep those kind of records. Now began the telephone shifting, from one representative to another as they very nearly refused to let us speak to a supervisor as requested. All we wanted was the insurance reinstated on the phone so that I could get another Kin-Two.
They informed us that they no longer sold the Kin-Twos, nor did they have any refurbished ones in stock. They said that if they re-instated the insurance [which we would have to pay for] they couldn’t guarantee what phone would be sent, but that I would receive a new phone. No, I didn’t want to be sent a phone that would require a data plan simply to work, nor did I want some outdated phone that would just continue to glitch out a few weeks after receiving, as was clearly the issue in the past. They recommended we call our local store to see if they had any Kin-Twos in stock.
Guess what our final options were? After speaking to the representative there, we were told that we could either purchase a new Kin-Two in the store at $430. Excuse me? I only paid $75 for the phone to begin with. Next option. I could wait until May when another of the lines under our names was eligible for an upgrade. Going four months without a phone? Not happening. Or, we could purchase a different phone, once again at our own expense.
I will admit that by this point, the two of us were pretty peeved. We asked what the cost would be to simply cancel the contract & take our business else where. $95 to cancel just my line, $365 to cancel all three lines. Both options were cheaper than buying a new phone, new insurance & extending my contract once again. Now, I know what some of you out there are thinking.
“You were given multiple options to work with, & you chose to disregard each option.”
With the experience & treatment I have received in the past year, & how often I have had to threaten to cancel my contract in order to receive any kind of help what-so-ever, so be it. I would rather pay $95 dollars & take my business elsewhere - say MetroPCS or Cricket where you can get unlimited everything for less than $50 a month. I’m not going to make my family suffer through the cancellation fees & start-up fees elsewhere since they both adore their phones & have no issues with them.
That doesn’t mean that I am not greatly **bleep** off, insulted, & dissatisfied with what I have had to deal with. I don’t know exactly what policy changes have been made within the company from recent mergers & such, but the website’s claim of “Expect the best customer service at every turn from our employees,” is complete & utter rubbish. The customer service we have dealt with in the past few months has been nothing but, & excuse my French, complete **bleep**.
I *will* be cancelling my contract & taking my business elsewhere, & you can bet I will be informing anyone thinking of switching to Verizon of my experience. Friends of mine have been dropping Verizon left & right due to the fact that just because you offer great coverage & plans, doesn’t mean that you can treat the people paying you their money each month like trash. For those who continue to adore Verizon, just wait.

Absolutely Horrible Customer Service - both in the store and the 800 number.
My phone quit working - not my fault. I was suppose to get a replacement overnight and if for some reason it didn't arrive overnight, I was assured that it would be delivered Saturday. Today is Monday, no phone. They put the wrong address on the shipping form and they don't know when I will get it.
They won't send another one because there is a phone out there and they have to get it back first. They know I don't have it. Ridiculous!
Why don't they have replacement phones in the store. Option 1: phone breaks, go to store and get replaced same day. Option 2: phone breaks, wait for phone to arrive in mail and hope it is the next day. One is more convenient for the customer and the other is more convenient for Verizon. Seriously - It's not brain surgery.
The lack of concern among the 3 Verizon employees I spoke with was unbelievable. "This is just the way we do things. There is nothing I can do to help you." The store manager doesn't know how Verizon's replacement service works or how long it takes for them to notify FedEX to correct the delivery mistake and get the phone to me! "I can't control FedEX." No but you're the reason they delivered the phone to the wrong address. Rep had the nerve to tell me he would "correct the address mistake IF I wanted him to." Under what circumstance would I not want him to????? Absolutely, no acceptance of responsibility!!!
Cell phone companies should not be allowed to require two year contracts but should have to provide month to month service. They KNOW they don't have to treat you well or provide service with these long term contracts. They know you have no recourse.

Serious and rapidly increasing Customer Service Failures...

I have been a "Mercedes Plan/Equipment" user, since April, 2002.
I live in a rural area (Southeastern WA State), and the regional carrier was highly inadequate. I found Verizon to be a superior alternative.
My experience, led many of my fellow citizens (all 500) of us, to purchase Verizon service and phones.
Personally, my "problems" did not begin; until I moved to Whidbey Island, WA, in late 2005. I explored "plan options," with help from several CSP's, and my son in-law...who sold me the plan (he owned his own, independent store at the time).
Shortly after, I assume (I should have personally monitored my service plan more carefully, rather than trusting that Verizon would keep me advised of plan changes and new, improved plans...back when plans "got better; as opposed to worse!") several less expensive programs became available, to accommodate my needs. Believe it or not, I was paying nearly $500/month?!
Fortunately, in a "routine" call about reception problems, my CSP was SHOCKED to see what I was paying, versus what I was "using." She determined I had paid approximately $242/mo. more than necessary...for 13 months!! Yes, I feel quite the fool...
Verizon was unapologetic; but the CSP FOUGHT to get me at least one month's refund. Sigh...nearly $3000 into the funding of a rapidly deteriorating entity?!
Well, other than some incredibly helpful company store employees (who have become less and less able to assist?!), my "Verizon Experience" has progressively deteriorated into "Verizon Inexperience/Poor experience/Incompetence/Nightmare and FRUSTRATION!"
Anyone else "feel the pain," and sad to see the decline of this (unfortunately) near "monopolistic" entity?
Sigh, if only another carrier provided as strong a coverage map...with caring and competent customer service and support!!
I returned to my "little farm community" in mid-2009; where many of the people I had "sold" on Verizon, sought to "wring my neck!"
Verizon, in order to accommodate "commuter students and faculty" from several institutions of higher education in our area; put in a new, very powerful tower (primarily for data service) about 10 miles east of town.
This has DESTROYED voice service in our community. The good news is, data is actually quite good?!
Verizon has promised a solution (many of us complained...and continue to do so) and have been repeatedly "promised" a solution for 3.5 years.
It seems, since the wavelength for voice is shorter, it is more easily disrupted by obstacles; even weather.
Our phones, first seek a Verizon tower, then switch to a "roaming" tower, if the signal is poor. Unfortunately, just a minor movement of the phone can initiate this action...resulting in the phone becoming confused and dropping the call, or so badly degrading the transmission, it can't be understood.
Last week, in a conversation with a CSP; re, a different issue; I brought up the idea that Verizon should give us all "signal boosters." He kept reiterating I could buy one for $250, so I hung up!
This morning, I checked my Gmail Spam (not sure why I did?)...and discovered to emails from Verizon, sent to MULTIPLE email addresses(??), and regarding a phone number and RIDICULOUS amount of dollars paid on somebody's account?!
The emails appear to be 100% legit.
I am concerned that Verizon e-statements have been "hacked?!?!"
Gmail assures me, my account has not been "hacked."
I am enclosing a copy of the "SPAM" e-mail I received this morning; but with all references to multiple e-mails REMOVED.
PLEASE BE AWARE and VIGILANT!
This morning, I sent an "incensed" e-mail to Verizon...it might explain a bit more (it does NOT even include all the inconveniences) about my frustration.
Any suggestions would be appreciated.
I am forwarding a copy of the e-mail, and a detailed list of problems to both the FCC and the FTC. It has been suggested that I acquire the services of an attorney...either as an individual, or perhaps, on behalf of the community.
Here is a copy of the e-mail, sent this morning:
{The continued demise of Verizon service, and increasing general incompetence; continue to amaze and frustrate.
Voice service from my home and hometown was "destroyed" in 2009, by a newly installed tower. Promises to repair have been bogus...most recently, a supposed agreement to add a translator or such, to local Inland Cell. tower. HAH!
I pay late every month...as part of my "protest."
Two years ago, YOU switched ownership of my plan; to a person that DID NOT EVEN EXIST! The "Carline *******" was close to that of my then 74 year-old sister, "Carolyn *******." In the process of solving the problem; the original call was "dropped" SIX TIMES! I had to get "Carolyn" on conference call (frightening and confusing her)...to get the account (opened under my name and Social Sec. number in 2002), switched back to me?! The inconvenience was increased, by having to create a BRAND NEW ACCOUNT and new billing cycle.
Last week, I noticed my brother, "Lester *****" has his phone, 509.951.****, STILL LISTED AS "CARLINE *******?!" A phone adviser promised to fix it; but as of yesterday (i reviewed my online statement) it appeared unchanged? I also told the poor young "pawn," Verizon should provide all local customers with free "signal boosters." Yeah, right! He continued to "recite his script;" about my "buying one"...so I hung-up on him.
Back in 2006, a phone adviser, identified that I had been sold the wrong plan...and had paid approx. $242/mo. too much, for 13 months?!
She was able to get me a refund of just "ONE MONTH." Thanks MUCH!
Today, I received in my SPAM Gmail (which I by chance checked); two e-mails from what appears to be Verizon? A "late notice," and a "notice of payment;" both sent to MULTIPLE ADDRESSES, and identifying the last four digits of a phone number I DO NOT RECOGNIZE. I am so sorry to be STUCK WITH VERIZON... THIS EMAIL, THE SPAM will all go to the FCC.
YOU'RE PATHETIC!!
Joseph A. *****}
509.951.****
If there are many of you out there, with similar struggles; perhaps we should "unite and fight?!"
Thanks,
why?777

Just to add to the mix.
We were told today that the wayleaves team had written to 1 of our neighbours asking for permissions and that they were awaiting their response. I have spoken to the neighbour in question (he works away from the poperty) and he has said that he has sent 2 replies already so where have they gone (sat on someones desk no doubt)? They also said they didn't need to contact the middle property as the connection would be overhead (complete rubbish as the lines here are underground). Although, I have subsequently contacted the middle property (who also live away, it's a holiday let) who have told me that they have received a letter from BT asking for their permission and they replied in earnest, and BT have replied to their reply acknowledging thier reply and sending them a cheque of £25 compensation.
Basically no one knows what is going on, and I don't know what to do....

Customer Service - or distinct lack of!

Placed my order to move my phone to a new property on 27th March - had to replace the order on 24th April as BT wanted to charge me £130 for the privalige (after being a BT customer for nearly 30 years!) - order replaced and original date maintained - all ok so far, text message a week before we are supposed to move to say that install of new line is delayed by a week as OpenReach had only just done a survey and found that all cabling was not yet in place - where on my original order screen does it tell me that this is subject to a survey?Waited a week for the new date only to be told delayed by another week. Got to that date as received two text messages and an email saying that this would be installed last Friday (23rd) between 8am and 1pm - waited, waited, waited........ phoned BT at 1.30 to find out what was going on only to be told that Openreach had till not done their cabling - got put through to BT compliants manager - promised a phone call last Tuesday - call never arrived as when he did phone me on wednesday he told me that he'd only just come back after the BH weekend! Now been told that Open Reach MAY be doing something on 2nd June (ha ha - right) and that I may get a connection 2 weeks after this!!!
Shocking seeing that I placed my original order on 27th March - fed up of promises being made and broken, fed up of excuses that its someone elses fault, fed up of people saying sorry - it doesnt get my phone connected!! If you say you are going to do something then do it!
Should also add that a family relation has Alziemers and we have to keep in regular contact - my wife has Pay as You go and its costing her a fortune in calls on her mobile (she never uses it for calls hence PAYG) but will BT refund me those costs - doubt it very much!
BT your customer service is rubbish - you dont care about people!
Very Annoyed!!!!

Good morning ranatlas,
We were able to resolve the issues you had with your service. We did do some extensive troubleshooting to isolate the slow speed issue. Please let us know if you have any more questions or concerns here on the forums. You were a pleasure to work with and our team wishes you a great day.
Thanks again,
Rachel_VZ

MOVED: Is this ok? MSI customer service lied to me to max their profit

This topic has been moved to Anything Under The Sun.
https://forum-en.msi.com/index.php?topic=179073.0

Quote from: flobelix on 30-March-14, 20:18:21
For complaints contact MSI: >>How to contact MSI.<<
As MSI doesn't sell to ultimate customers but retailers your suspicion is obviously rubbish as they don't care what deal you got with the retailer. Wheter you paid 300 or 800 for this out of production card at the retailer is irrelevant for MSI.
I'll try to contact MSI again, but so far they have been totally unhelpful.
I don't think my suspicion is unfounded. MSI surely does not reimburse RRP to the retailer, that'd be overpaying a lot. When I studied business I've learned about all sorts of agreements between retailer and manufacturer. The retailer rarely takes the full risk to sell the product. In fact, the manufacturer might take on all risks of products not selling etc. and pay the retailer only for its distribution effort or a percentage of the sale price. In that case it would be natural that MSI only reimburses the original sale price to the retailer. What else would MSI reimburse the retailer? RRP?
In either case, MSI should have at least given me the option to get the damaged card back. The lack of any communcation from MSI and the retailer is just one aspect of the bad customer service I got.

EE is committed to providing excellent "Customer Service"

I act on behalf of the account holder, my sister Ms Katharine ***** who is unable to deal with the account due to being registered with mental illness. She has difficulty processing too much information and at times back ground noise and general conversation can confuse her. Therefore things like dealing with bills and accounts, filing in forms and understanding what is happening around her, can be difficult. With this in mind I act on her behalf for all her accounts, mobile, broadband, Tv, Gas Electric etc.
She has been an EE customer for 20 months now and only has a rolling one month Mobile Broadband account with EE. She is not a phone customer.
I raised a complaint against a member of staff Ms ****** ***** because she contacted me to appologise for another member of staff who implied they didn't need to deal with me as I wasn't the account holder even though I am named on the account and have only ever been the person who deals with the account. After appologising for that member of staff Ms ***** then proceeded to fabricate details concerning the account and make things up on the telephone as the call proceeded. Bearing in mind she is calling me from the "customer relations" department and has all the time in the world to check the account, confirm accurate details and then call me in her own time, I saw no reason for her to "wing it" and make it up as she went along. I asked her twice if she had checked the account details before calling me and I was twice given the response "thats irrelivant". She clearly wantd to avoid answering that reasonable question. I could clearly tell she had not checked the account and this made the situation more complicated and worse. This was dissapointing considering she was supposed to be calling to resolve an issue and was a representative from the Customer Relations department. Several things she stated during the call did not ring true and it was clear she had called unprepared and was fabricating certain things or making them up as she went along. On this basis I called EE back after she hung up with the intent to raise a complaint against her as I felt Customer Relations should be resolving issues, not making them worse.
Initially when calling EE on Wednesday the 1st July 2015 and speaking to customer services in Darlington, I was told I would be put through to Customer Relations and speak to Ms ****** *****s manager Ms ****** *********.
After explaining that I wished to raise a complaint, I was put on hold while awaiting transfer to the Customer Relations department. On that day alone I was on the phone for 2hours and 34minutes mostly on hold and being transfered between the departments of Darlington, South Wales, New Delhi and North Tyne. I never got through to customer relations. Eventually I was told by a Manager in North Tyne that they would get through to Customer Relations for me and then call me back that day, to save me being on hold any longer. The call back from EE never happened that day. Something I expected as I had been told this four times in the past over the last 20 months and those call backs never happend either. I chased the matter up the following day on Thursday the 2nd of July and that day I spent 2 hours and 17 minutes on the phone. Again mostly on hold or being transfered between departments. Again I was promised a callback later that day and again that never happened that day. An email was sent to the Customer relations department requesting that they contact me directly. I did get through to the "Complaints Escalation" department but they refused to transfer me to the Customer Resolutions department even though thats where three previous staff members said they were transfering me and even confirmed the name of the Manager of that department so there is no confsuion. Needless to say I refused the offer off the call back that hadn't happened on the two previous days or on the four other occassions in the past 20 months. And to be clear I was told that someone would call me back "today".
On Friday the 3rd of July I called again as I had received no reply and spent just over 1hour and 10minutes on the phone. This time I spoke to a lovely Lady called R*** M*** in South Wales and she was extremely polite and genuine which was refreshing and completely unEE like. Although she was unable to help due to the way in which EE set up its complaints system, she was very considerate and understanding of my frustration after 6 hours on the phone over 3 days and still getting nowhere.
On Wednesday the 8th July I received a call back from the original department I was supposed to be put through to (Customer Relations) and spoke to the Manager ******* ******** who was quick to point out that she had "just received the email" sent on Thursday the 2nd of July and was pressing in getting accross her point that she had replied quickly to the email knowing the call was recorded.
The call lasted 30 minutes and I felt from the moment she called, her aim was about resolving the issue with the intent of "closing the complaint" by offering money or requesting "what I would like" as a resolution. I clearly stated the experiences I had over the past three days to raise a complaint and the just over 6 hours on the phone to EE. Again the focus seemed to be to get to the end of the call and close the complaint via an obvious cash offer. On numerous occasions she seemed to want to lead the conversation in that direction yet showed little interest in the actual complaint. It wasn't until I asked her to accomplish what she had initially called me about, namely to listen to my complaint, that she stopped talking and actually listened. Prior to her call three managers, 2 in North Tyne and 1 in Greenoch near Glasgow all stated that the original call I received "would be listened to" and checked for the things I stated in the complaint. Unsurprisingly, when I asked at the end of Ms *******s call, what she made of the conversation when she listned to it, she told me she hadn't listened to it and was unable to, contradicting the three other managers.
When raising the complaint with ****** in North Tyne, he informed me he was taking the matter seriously and was going to raise an internal complaint as per protocal and the Ombudsmans guidelines. I spent just under 15 minutes talking with him. At the end of that call, after he asked "is there anything else I can help you with today", I asked him what the complaint was about. He couldn't tell me and started to list things he was trying to remember from the conversation but none were the actual thing I brought to his attention in the first place. Therefore, how do you take the matter seriously and raise an internal complaint if you can't remember what it is? I seriously doubt that these "internally raised complaints" actually happen and it is convenient just to say they do so that the customer can then be told "but we can't discuss the results with you due to privacy and work environment practices".
I spoke to New Delhi twice while being passed from pilar to post and the line was very bad when being transfered from North Tyne and New Delhi offered to call me back. I explained to the first chap that he couldn't call a mobile broadband device as it is not a phone but the guy persisted and needless to say I received no call back. Ten minutes later, exactly the same situation and this time the chap asked for my mobile number. I gave it to him and he replied "thats not an EE number, sorry I can't help you". He then asked me why I was calling if that wasn't an EE number. I explained the account concerned a mobile broadband device and he said again, "Sorry I can't help you" and terminated the call.
Also while trying to raise the complaint I was told twice that I wasn't the customer. Obviously some people may need the assistance of a carer, social worker, community nurse or family member to help them. This is lost on EE. When they don't know how to handle a complaint, or their hands are tied by interanl system structure or they get caught lying, they resort to the tactic of asking to speak to the account holder or telling me I am not the account holder.
I have also been told on three occasions that I was being transfered to a department that I could not be transfered to. Two managers later told me I should not have been told this and that it is impossible to transfer me to that department. There were numerous other things that happened during the 6 hours on the phone to EE. If I put them in this statement, you wouldn't believe me and think I was making it up. Then again, this EE and I have read some of the other statements on here.... and they don't suprise me either.
I was offered £10 on the account for my time on the phone by a manager. By that point I really didn't care at all or bother to wuestion if it had actually been put on the account. I declined any credit or cash offer from Ms ******* ***** in her call back as I felt the service was so appauling and the structure of making a complaint to lengthy and unreasonable. I didn't wish to be just another complaint "satisfactorily deal with" by being "paid off". I have also experienced such customer service in the past and was offered a £10 goodwill gesture. It is clear to me that EE resolve complaints and internal issues by paying off customers (they call it resolving issues), rather than properly handling complaints and taking them seriously. EEs complaints system is "designed" to be difficult to raise a complaint or raise it to another level. Something the Ombudsman brought to their attention in the recent fine they gave to EE. Clearly EE wouldn't have so many complaints if it provided a customer service that was fair and easy to use and had little to complain about in the first place. Even during the call back I was told that Vodaphone was most complained about company, yet the statistics from the Ombudsman for 2015 clearly show that EE has received the most complains concerning Broadband. The thing I was calling about. Even during a callback to resolve an issue, EE still were trying say someone else was worse and deflect attention.
I was very, very happy to see the £1 million pound fine they received from the Ombudsman on Friday. Before I am insulted by any more EE staff memebers, who tell me I have the right to leave at any time, as happened twice while raising the complaint, I'd like to point out that I am happy with the product and the price I pay for it. The Product isn't the problem. It's the Customer Service.
Just because I am happy with the product, it doesn't mean I forfeit my right to complain about reasonable issues. In short I feel, TalkTalk are just inept and a bit clueless whereas Everything Everywhere and deceitful and intentionally pervasive when handling complaints. I also feel that the actual amount of complaints may be far higher than the statistics show and that customers give up complaining when being left on hold for so long or realising the complaints procedure is worthless and too difficult to use. This then keeps the amount of complaints lower than they actually are.
The service I received trying to raise a reasonable complaint was atrocious and in My personal view, clearly reflects why so many EE customers complain about the company and the Ombudsman fined it so heavily. Clearly they have not learnt their lesson, despite their statement on Friday that that fine was for past issues. I would happily see EEs licence to opperate removed or atleast brought in to question based on this and other customers experiences. If you have a complaint, don't let EE tell you, "its only you" or "its just your opinion". It isn't.... And the Ombudsman says so.
This was easily the worse Customer Service experience I have ever had in my life.
8th July 2015

Hi ,
I am very sorry for all the problems you have stated in the post.
Can you advise me what the query was? I will try help as best I can.
Thanks.

**bleep** BT BBand **bleep** customer service.

Feb 19 called in after previously reporting BB fault. have now had 3 line test done.
Told problem inside house.
Feb 22? engineers came and test line replaced socket and said the fault was in the exchange and said that i would receive a new router and that the case would be open 5 days.
I waited in 3 days for a new router to arrive... Guess what one never arrived.
This was also questioned after this date and i was told one will not be coming.
feb 27 called in as problem still exsisted and they refused to pass me onto complaints. was told i could get to complaints via teh 150 number, but I could not find away to it.
feb 28th problem still not sorted and spoke to someone who offered me a new contract £25.35 all in the same package.
Why would I want to get a new contract for a faulty line????
(not sure of date.)
navamita mukherjee
said case closed
supervisor biplab ghosh
previous advisor incorrectly gave me wrong information.
1/3/11 12:17
zareen said it has been fixed again.
2/3/11 13:08
sucheta said there is now a fault.
throughput fault next update 31 may 2011
am entitled to rental rebate, never offered.
I am still waiting to receive a phone call concerning the rebate.
Its only been nearly 5 months...
Ive also called into customer services in may and june to which the repsonces where that the poblem is in the exchange and then my home and then the exchange and then that there is no problem/fault.
But guess what! I still have a problem, and my broadband is running like a bag of poo.
richard in india 13:29 13/6/2011
Doing line test
he tried to tell me that i was downloading at 7.6 meg when it was only 3998 kbs, stating that my DSL connection rate is what i am downloading at.
told nothing wrong and turn modem off for 20 mins
and he would call back
he never called back.
13june2001 19:24 shaid
asked for ofcom/oftel details trying not to give them...
supervisor claire
told they do not hold the information for ofcom.oftel
john bt technical help desk.
said there is a problem in the exchange
14 june 2011
john 13:24
tested and is at 5.4 meg
I saw a Bt engineer outside the exchange late june and asked him what the problem is, he said there is a problem inside the exchange! as I am not the only person to have a problem in the area.
I have continued to call into bt to complain about the service, where i feel i may as well not have bothered.
Because the people you talk to dont comprehend what you are saying to them and they try to fob you off with excuses and misleading bull **bleep**
for the last month my broadband has been up and down like a yoyo.
where for the last couple of days it has done an all time low and dropped down to a near constant 1 meg line.
called bt 2100 5th july 2011
yogesh
complaints
sanjesh in complaints,
raising complaint again and monitor speed profile.
abdus 11:51 am
6th july 2011 11am
20 mins waiting
laksnakshmi
0800800150
shabu would not pass me through to complaints
I have paid nearly £40 a month for nearly 5 months for a broken service, promised a router and waited in 3 days for it to arrive, wasted hours upon hours trying to get a fault fixed, that your staff have consistantly mis-lead me about and even trying to fob me of with right bad excuses...
£40 x 5 = £200
£80 a day for 3 days = £240
Countless hours wasted on the phone Ffffing PRICELESS! 15 hours £10 an hour £150
Are you going to compensate me for the mental stress you have put me through?
I have mental health issues and you as a company have pushed me past my limits on more than one occassion.
Regards
Madeingb.

Bad language is a product of compounded bad customer service.
If in the last four and a half months they had fixed the problem, we wouldn't be typing this on here.
Then there wouldn't be anything bad writen above.
But as the word under those stars and beep isnt actually a bad word, it was just another word for poop.
I dont see what is so bad about it.
Frustration?
Do you mean the frustration caused by asking someone politley to put you through to the complaints department and they refuse to? So you ask again, and they still wont put you though.
This happened more than once.
Four and a half months is plenty patient. Dont you think?
As you said the staff on here are far better than the ones on the phone and they have reset my profile and allowed my broadband to work better than 1 meg.
So the most recent compounded problem of the stuck profile has been fixed, now it just leaves the problem in the exchange with throughput to be sorted out now.
The problem I have had for the last 4/5 months.
Question everything or fall victim to authority.

Re: Rubbish Broadband & Rubbish Customer Service

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