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468 ratings from 5 sources
IT & Telecomms (Activities: Internet Service Providers (ISPs), Telecommunication Services, Telecommunications Equipment & Systems, Telephone Answering Services & Message Centres)
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Source: Plebble.comCustomer View
1
vote
After years of being with this organisation the level of service gets worse - communication is impossible as you are working with individuals who are not based in the UK and they do not understand the problems - although that is their favourite phrase - I understand - but you don't cos you hear but you don't listen. Promises made to fulfill are broken and no assistance given whatsoever - another case of outsourcing is not doing you any favours.
Posted by (details private) at 15:28 on 25-May-2010
Source: Plebble.comCustomer View (BT Broadband)
3
votes
Please can anyone help! Here is a summary. 3rd November 2009 - I telephoned BT and asked for Broadband and a Telephone Line. At the end of the third telephone conversation that day, the cost of the broadband was so expensive, I decided to go ahead with only the telephone. Begininng of November - I am amazed to receive a BT hub which I had to phone for hours about returning. BT bills for November and December. Long telephone calls to India and Uk to sort out problem. BT bills January, February and March - now for late payment - all agree there is no broadband account. 15th April - I telephone BT again who say that they know it is their fault - but THEY WILL SEND ME A CHEQUE FOR THE £8.87 and then please will I pay the bill of £8.87 and the matter will be cleared up. I am not very happy about this as this is effectively saying that the bill is mine? 16th April - I telephone BT again who say that a debt agency (Moorcroft) has been brought in on 6th April. They are very apologetic and say that the cheque for £8.87 is on its way and my credit reference will be fine as soon as I pay this bill (using their money) but there is no other way that they can do it. I am really unhappy with this as I feel they are doing it this way to cover up for their mistake. How can I get to someone senior enough to get the bill quashed? I feel I need some legal advice here and would like this to be referred to the ombudsman as this is the most appalling way for a business to behave. I now have names of all the people I speak to and they are all quite intimidating.
Posted by vanphys at 17:33 on 16-Apr-2010
This unfortunately is all too typical of the utterly incompetent company. And Ofcom is pretty hopeless too at dealing with this sort of thing.
The Saturday edition of The Times newspaper each week has a columnist, Rebecca O'Connor, who tackles woeful companies like this on the behalf of readers like yourself who are getting nowhere. The clout of a big newspaper seems to work wonders at sorting issues like this out, so I suggest you try that. You'll find last week's article and her contact details here: http://www.timesonline.co.uk/tol/money/article7093437.ece
Posted by ricardo at 17:52 on 16-Apr-2010
Thank you so much for your comment - it is nice to know one is not alone. I just cannot believe that they can do things like this.
Posted by vanphys at 18:43 on 16-Apr-2010
I do so sympathise. The way in which BT refer cases to debt agencies when the debt relates entirely to their foul-ups is truly alarming. Maybe a total failure of "regulation". Then you have to talk to someone in an Indian call centre who is clueless and can't understand a word you're saying half the time! In our case they said they couldn't stop the debt referral but if we paid it would all be OK. In the end I did manage to talk to someone in their Irish call cente but only aftetr threatening to take them to the ombudsman. I can't remember the procedures but if you inform them they have to take notice within a set period. We did even get a small compensation payment in the end though they will swear all the way down theline that they have no authority to do this.Like many others my experience has led me to vow never ever to use Bt again. They are an absolute disgrace!
Posted by (details private) at 09:22 on 17-Apr-2010
Source: Plebble.comCustomer View
1
vote
Unbelievably useless. These people simply do not care about their customers. We gave 3 weeks notice of our intention to cancel our service. They cut us off within 10 minutes. Despite repeated promises they failed to reinstate the broadband, and only managed to give us an alternative phone number not our own one back. Then at the end when we had given up hope of getting the service back and phoned to tell them not to bother they tell us they won't cut us off for 3 days we haven't given enough notice! (we're flying out of the UK in 1 day). This company simply could not care less. It's like a many headed hydra where none of the heads talk to each other, and simply pass you from one person to the next. There's just no getting through to them. If I return to the UK I will never put any business their way again. These bastards make me sick - if I treated my customers this way I would be out of a job.
Posted by pete at 15:50 on 09-Apr-2010
Source: Plebble.comCustomer View
1
vote
We were contacted to advertise in the BT phonebook for 2 different areas - we did not receive a book, books were not distributed, on line advert wrong - we now want to cancel 2nd directory not published for another 4 months and they will not listen - they do not return calls, emails are not acknowledged. Also their sales personnel call not identifying themselves and then it appears they are trying to sell BT products and services - very poor customer service
Posted by (details private) at 16:53 on 22-Feb-2010
A letter marked "private and confidential" specifically to the CEO BY NAME! It will guarantee a response, and if you do not get satisfaction, always write back to the CEO and copy-in the minion who had to deal with it.
Posted by (details private) at 17:22 on 22-Feb-2010
Source: Plebble.comCustomer View
2
votes
Arrogant. Monopolistic.
Posted by (details private) at 13:51 on 26-Jun-2009
Source: Plebble.comCustomer View
2
votes
These people at BT are still charging £4.50 for the privilege of a debit card payment which costs them NOTHING.It is a fraudulent way of stealing money and why the Regulator/Government has not clamped down on this practice is beyond me.BT are making a huge multi-million pound profit from this scam every year.A bloody disgrace! Also, check your Broadband strength. I found that I was paying for 8mb and receiving 3mb!!!
Posted by (details private) at 08:00 on 03-Jun-2009
Source: Plebble.comCustomer View
2
votes
Absolute idiots. I can't wait to get away from them, the worst service providers I have ever had to deal with. Incorrect bills when I don't even receive calls from them, no-one willing or able to resolve my enquiries. All my friends and colleagues have had problems with them too. AVOID AT ALL COSTS.
Posted by (details private) at 16:50 on 02-Jun-2009
Source: Plebble.comCustomer View
2
votes
Appalling customer service. Call centre in India with employess who through no fault of their own can barely be understood nor understand any points made to them. Correspondence centre never answers correspondence! And charged me termination charges of 222pounds just for leaving my house without immediately going to a new address. Paid under protest but these charges cannot be legal. They are based on the entire line rental and Broadband costs for all the months when they are not providing you with a service and simply hand the line on to the next occupier. A truly disgraceful organisation. The stress and hassle they cause people is unbelievable. Avoid at all costs.
Posted by (details private) at 09:38 on 31-May-2009
Source: Plebble.comCustomer View
1
vote
Our internet service has been incredibly slow recently. I rung up to ask for it to be improved. I was on the phone for an hour and passed round 5 people before the phone went dead!
Posted by (details private) at 12:06 on 01-Apr-2009
Source: Plebble.comCustomer View (Openreach)
1
vote
I have 2 phone lines into my house that are billed on one account. Over the weekend the phones went dead and I reported the fault from another place but gave just one of the two numbers as the automatic process for reporting faults is quite long and cumbersome thinking that fixing one problem would also cure the other line. The OpenReach engineer duly came on Tuesday to repair the phone and found that a high-sided vehicle had damaged the overhead cable some 3.5km from my house. The engineer repaired the fault on the cable for the number that had been reported as faulty but said that he could not touch the other line (it being strict company policy) as it had not been reported as faulty even though he could actually see the break in the other line! So we had to report the second line and then wait another 24 hours before it too was mended. A warning to customers - you must report every single phone number that is not working if you want them to be repaired. This is not obvious and would be particularly frustrating in, say, a block of flats if it is assumed that one person reporting a phone line fault would lead to all the others being repaired.
Posted by (details private) at 17:36 on 25-Mar-2009
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