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Message 1 of 9

Re: Help with BT Customer service

I am having a huge issues with BT and a fault with my phone and internet, I have poor quality audio on the phone and the internet freezes and drops out regularly.  I have called there technical help line 3 times and been told there is a fault on the line, it then changed to the BT hub is faulty.  I now have a faulty box where it comes in to the property I am being told and I need to pay for an engineer’s visit.  All this was installed in February of this year after we moved back home after being flooded out of our home for a year, so the whole area was under water for over a week and in places well over a meter deep.  My house had damage up to 1.5M's internally.

 

I have had to email complaints twice to get a call back, even after spending a fourth phone call to cancelations that lasted over 40 minutes and once again I was sent from the UK to India.  This is what’s even more annoying, on this call I am told I need to pay over £200 to cancel services, BT also will not call back its customers after they have spent ages on the phone.

 

Yet today I have received a call from the Indian branch of BT again, sadly the girl I was talking to had very limited English and failed to grasp the situation.  I was once again asked to do the same checks I have already done 3 times with a different fault diagnosis on every time, but they did say they could get an engineer out on a Saturday but won’t do it until I re run the test AGAIN.  Why I have done it 3 times!!!!!!  Plus there is no technically trained people in the UK who are customer facing or able to talk to customers!!!   Why?

 

So basically I am dealing with a company that can’t communicate with its customers, can’t actually respond to customers’ needs and fails to actually have any sort of customer service at all or willingness to fix issues.

 

I really think Ofcom will be very interested in this and I am looking forward to getting away from BT and going ot Virgin, they really cant be any worse.

 

 

 

 

 

 

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8 REPLIES 8
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Distinguished Sage
Distinguished Sage
536 Views
Message 2 of 9

Re: Help with BT Customer service

If there is a problem with your phone, poor audio, you need to report a phone fault not a broadband fault. You will never get a good broadband signal until the phone fault is fixed.

 

Once you have the phone fault fixed you will probably find that your broadband fault is fixed at the same time.

 

I would suggest that you contact BT and tell them you have a phone fault. Tell them there is poor audio and if there is crackling on the line tell them that as well. Do not mention your broadband or they will just go down that route again.

 

As regards Ofcom. they do not deal with individual complaints.

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Highlighted
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Message 3 of 9

Re: Help with BT Customer service

I have reported it as a line fault and we are over two weeks down the line and I still have no resolution and I am not prepaired to keep calling in to Customer service and spend more of my time going round iin loops.  I have spent over 3 hours going round the Indian call centers and my fault keeps changing diagnosis. 

 

A call from the UK specialist support team is really needed here as the Indian branch are next to useless.

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Moderator
Moderator
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Message 4 of 9

Re: Help with BT Customer service

Hi matt-the-mic,

 

Thanks for your post and welcome to the community forum!

 

Sorry for all these problems you're having.  I'll be happy to pick this up and get you sorted from here.  Click on my username and under the "about me" section you'll see the link to get in touch with us.

 

Cheers,

 

Robbie

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Message 5 of 9

Re: Help with BT Customer service

Hi Robbie,

 

I have just filled out the contact form, fingers crossed you can get it sorted.

 

Cheers,

 

Matt

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Distinguished Sage
Distinguished Sage
494 Views
Message 6 of 9

Re: Help with BT Customer service

now you have completed the form you are in a queue of other customers waiting for mod assistance all of whom consider their problem a priority hence why mods will reply in order emails are received.  this could tak up 3/5 working days before mods contact you but they will then take personal responsibility until resolved



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Highlighted
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Message 7 of 9

Re: Help with BT Customer service

This really is not great, as its all ready gobbled up my time and does not improve your customer service ratting above terrible and shocking.  Plus its still 3-5 days with a faulty service before its gets looked in to again, which your cancelations team wont let me cancel.

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Distinguished Sage
Distinguished Sage
484 Views
Message 8 of 9

Re: Help with BT Customer service

this is a customer help customer forum.  everyone on the forum apart from the forum mods who are BT employees are customers just like you.

 

I have nothing to do with BT nor have I ever worked for BT - just a customer like you



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Beginner
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Message 9 of 9

Re: Help with BT Customer service

I sent an email to the Chief Executive of BT and I got an immediate response from one of his team who very quickly sorted out my problem.  I agree that all other ways of communicating with BT are generally rubbish. 

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