This topic

BT Poor Service

tuanton — Tue, 19 May 2026 08:03:49 GMT

I am a 94 yr old BT customer. On 16 May I struggled through a chat conversation for an hour reporting a fault with my BT pro box which was eventually found to be faulty and I was advised a replacement had been ordered and expedited for fast delivery and I could expect delivery on or before 19th May. Today (19/5) I receive an email indicating that box 'is being' sent to Royal Mail via 48 hr tracked - which means the earliest I can expect the box is 21st May. I have checked Royal Mail tracking and as of this morning (19/5) they have not received the box. So, expedited for fast delivery is Tracked 48 - not even Tracked 24. What sort of **bleep** service is this !!!

Re: BT Poor Service

Kimberlin — Tue, 19 May 2026 09:41:03 GMT

@tuanton This happens frequently and not with just BT. I order items all the time from various outlets who claim they are sending the item 'tracked 48', it can honestly take up to 24 hours before the parcel appears on the Royal Mail App. Then of course once despatched by the seller, you are completely at the mercy of Royal Mail and good luck with them! Sometimes it takes almost 2 weeks for me to receive second class mail.

So perhaps give BT a break here because it might not be their fault anyway and upshot is, you'll just have to be patient.

Re: BT Poor Service

WSH — Tue, 19 May 2026 10:32:43 GMT

While not one to make excuses for BT, I would have to concur with Kimberlin.

My own experience with the Royal Snail is that they can be very slow to update their tracking system. Believe it or not, I once had something actually delivered before it first appeared on the 48Hr tracker!

Re: BT Poor Service

tuanton — Tue, 19 May 2026 10:42:19 GMT

Of course and there is no other option but to waitl.

Re: BT Poor Service

tuanton — Tue, 19 May 2026 10:43:21 GMT

Not had that good fortune, certainly not this time.

Re: BT Poor Service

chrisjp — Tue, 19 May 2026 11:57:17 GMT

It does seem that the RM Tracked 24hrs and Tracked 48hrs service only applies once RM admit they have the parcel. One delivery I had recently (not from BT) languished for a full week between the vendor saying they had despatched the parcel and RM finally saying they had it.
I took this up with the vendor and they said this often happens with RM, who apparently leave parcels unscanned in if they are busy - this avoiding them not meeting their 24hr and 48hr "guarantees".
So this delay may indeed not be BT's fault.

Re: BT Poor Service

tuanton — Tue, 19 May 2026 12:10:53 GMT

But they could have sent 24 instead of 48. I always understood 'expedite' meant some priority but I guess words don't necessarily mean actions.

Re: BT Poor Service

Kimberlin — Tue, 19 May 2026 12:54:15 GMT

@tuanton I appreciate the box is important to you, but essentially you’re here just to have a moan. BT don’t read your posts and there’s nothing a Moderator who might read your post, can do about it anyway.

You’ve been told a box is being sent to you and now it will take as long as it takes, that’s how it is. It’s in the hands of the dispatchers at BT and Royal Mail. If you had paid for next day delivery, you would have received it next day, but you’re not given that option so you literally just have to put up with the delivery service that BT chooses.

Re: BT Poor Service

tuanton — Tue, 19 May 2026 13:07:57 GMT

I'm entitled to express an opinion , thanks for the 'appraisal', feel better now ?

Re: BT Poor Service

Kimberlin — Tue, 19 May 2026 13:14:16 GMT

I don’t sugar coat anything, I just tell it how it is. Feeling good about it doesn’t even factor in. You can express an opinion all you like, I’m just letting you know, it won’t lead anywhere. Apologies if thats just too frank for you.

Re: BT Poor Service

tuanton — Tue, 19 May 2026 13:45:10 GMT

Thanks, I'll give your comments the consideration they deserve

Re: BT Poor Service

Peter_W — Tue, 19 May 2026 13:49:10 GMT

Welcome to the Community, @tuanton

Just as a quick reminder to everyone here, please try to ensure any discussions remain friendly and constructive as per our forum guidelines 😊

I can totally appreciate your disappointment if this hasn't been delivered as quickly as expected, too.

Whilst we don't have access to your account via these forums, if you give our team a call, they'll be able to check the exact delivery option selected and ensure that the correct expectations have been set too.

Peter

Re: BT Poor Service

tuanton — Tue, 19 May 2026 14:00:10 GMT

Noted thank Peter. I can't see anything wrong in what I wrote, the response which I acknowledged was a bit of a dig.

Re: BT Poor Service

Kimberlin — Tue, 19 May 2026 14:16:07 GMT

@tuanton I wasn't having a dig at you and there was nothing wrong in what you wrote. I was informing you what the facts were. One person's perception of rudeness is another's being straight up and truthful.

I genuinely hope you get your box soon. If you do decide to phone BT, I wish you the best of luck.