Goes from bad to worse

[sundaz]

After weeks of calls emails ....engineers turning up when the shouldnt ..... booking calls between 6pm to 9pm because of work..... they call in the morning....taking 4 different days off !!! for problems to be fixed !!! still not fixed !!! NOW I have no phone line, so yet again email the fault ......what is a convenient time to call again  as above, so of course they phone at 11am.

                                        I really wish I had never taken a contract out with bt what a sham.... infinity is a waste of time. after being on the call centre calls for god knows how long with no effect. I am paying £45.00 a month for a less than part time service...SHAME ON YOU BT !!!! 

[legitimise_sailing]

You need an Openreach engineer to fix your phone fault

[dkennedy]

Have to say my experience to date is pretty much the same.  The real service end of BT (the bit customers rely on) seems to be in a state of chaos and delivered at the whim of the engineers.  My less that 2 week time with BT indicates that the people in the call centres have no real contact or control over the people on the ground, but instead hide being their ridiculous contracts which ensure that the customer always comes off worst.

[legitimise_sailing]

The "people on the ground" work for Openreach, not the ISP.

[Ectophile]

The people in the call centres have no control at all over the people on the ground.

The engineers work for Openreach (for Infinity, or for line faults) or BT Wholesale (for exchange problems).

The people in the call centres are employed by a call centre company contracted by BT Retail.

[dkennedy]

Essentially then BT is a set of sub-contracted services which more or less work to their own agendas.  For the majority of the time, and provided the customers have suitably low expectations, this works.  However, when an issue of any complexity presents itself then BT is nowhere to be found - lost in the maze of sub-contractors all of whom deny they have a problem or that there is a problem at all.  As far as they are concerned the problem is always the user (never the service) who really just shut up and accept what they are given.  What a fantastic business model.

[sundaz]

Understand what your saying....BUT !..... I am talking here about a customer who since the 19th of January has had part time infinity....taken 4 days off for so called engineers to fix the problem... then to be told by the last engineer "Well yeah we got a problem wiv optic cable at de box, get any more problems we will ave to move it innit" !! 30 minutes after he left same problem ! phoned again to be treated like an idiot.....they would get back to me hahahaha! nothing now I have no phone and I am meant to take ANOTHER !!!! day off for yet another engineer to come and mess up again .... I am paying to get jack s done...

[installerd10]

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@sundaz wrote:

Understand what your saying....BUT !..... I am talking here about a customer who since the 19th of January has had part time infinity....taken 4 days off for so called engineers to fix the problem... then to be told by the last engineer "Well yeah we got a problem wiv optic cable at de box, get any more problems we will ave to move it innit" !! 30 minutes after he left same problem ! phoned again to be treated like an idiot.....they would get back to me hahahaha! nothing now I have no phone and I am meant to take ANOTHER !!!! day off for yet another engineer to come and mess up again .... I am paying to get jack s done...

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Calm down!!!

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[john46 · Accepted solution]

Hi  sundaz

I am sorry to see you are having problems

I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951

They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress

They are a UK based BT specialist team who have a good record at getting problems solved

This is a customer to customer self help forum the only BT presence here are the forum moderators

[sundaz]

Thankyou so much, these problems have been making me feel ill I will contact them ! wow help at last !