cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Highlighted
Beginner
472 Views
Message 1 of 6

Customer (Don't) Care Department

I've got a problem with my BT Infinity line. These things happen and when they do we call support. When you've been battling with support for over a month you begin to question what you are hearing.

 

BT Infinity support and complaint numbers are identical. So even though I've tried, I can't raise a complaint.

 

The team who answer the calls are good at calling me back but you can only talk to them. They do not have email and refuse to mail me my case notes.

 

The people who answer the phone (in India) appear to have very little technical knowledge and often tell me that they guarantee to fix the problem later today (but refuse to put that in writing). They have little knowledge of comms and every time I feel like I've been fobbed off.

 

BT Retail (Infinity) and BT Wholesale (Openreach) appear to be on different planets.

 

Infinity support are very polite but their command of English is often challenging which leaves them unable to answer simple yes / no questions.

 

I've tried talking to the team managers but the only training they seem to have taken is how to deliver platitudes and get you off the line. They actually seem to care less than the rest of the staff.

 

After having 5 engineer calls arranged, I was informed yesterday after much pushing that my case was going to be given to the Complex Problems Team who have an 24 hour SLA.  Today, 24 hours later, I find that the previous team has not released it to them yet.  Another wasted day.  The BT Retail support contact keeps on telling me not to contact him as he will update me when things change.  If there was progress then I wouldn’t need to but he seems incapable of getting things moving.  Apparently there is no such thing as prioritisation or proactive case management in BT Retail. Every case has the same priority and must follow strict procedures and gates before getting attention.

 

I tried posting on http://bt.custhelp.com/app/contact_email/c/4950 and had a call, while I was on the move, promising to send me an email but nothing ever materialised.

 

Does anyone know if there is anyone in the UK I can talk to who might actually be intereseted in helping?

5 REPLIES 5
Highlighted
Aspiring Expert
444 Views
Message 2 of 6

Re: Customer (Don't) Care Department

When I've used the Contact Us part of the BT website, I've used the "complaint" option and I always seem to get a UK call centre person.

 

They're always helpful and polite and they can at least understand what you're telling them and they do always try to find out what's happening, but whether they can actual accelerate things towards a solution, I'm not sure.


I'm currently having problems with "planning" issues despite having an install date of 30/4 and no internet at all since then.


 

0 Ratings
Highlighted
Distinguished Expert
425 Views
Message 3 of 6

Re: Customer (Don't) Care Department


@speleo wrote:

BT Retail (Infinity) and BT Wholesale (Openreach) appear to be on different planets.



BTRetail BTWholesale and Openreach are 3 seperate companys

0 Ratings
Highlighted
Not applicable
395 Views
Message 4 of 6

Re: Customer (Don't) Care Department

Both owned by BT....
0 Ratings
Highlighted
Distinguished Sage
389 Views
Message 5 of 6

Re: Customer (Don't) Care Department

visitor they operate as separate companies under rules laid down by OFCOM
SPELEO i suggest you contact the forum mods they are UK based BT specialists this is a link to them http://bt.custhelp.com/app/contact_email/c/4951 they can take up to 3 working days to reply to you personally by email or phone
0 Ratings
Highlighted
Distinguished Expert
377 Views
Message 6 of 6

Re: Customer (Don't) Care Department


wrote:
Both owned by BT....

Both? They are 3 seperate companys.

0 Ratings