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Torquemada
Aspiring Contributor
1,745 Views
Message 1 of 32

Why are BT so incompetent?

I've just moved into a new place, and signed up with BT for my broadband and phone. I thought I could migrate to BT infinity when that goes live in my area. I really wish I hadn't bothered because absolutely nothing has gone right.

 

Firstly I had to wait about a month before they could even install the phone line. I was also told I would have to be in during the day for them to install this, so I booked a day off work. Come the day, and I didn't hear anything at all from anyone in BT, I just happened to plug in a phone and it worked. So that was a day's holiday wasted.

 

However, at least the broadband and phone still worked.

 

A couple of weeks later I went to use the phone and I couldn't get a dial tone, although the broadband still worked.

 

I rang BT twice, but without any joy, and had to fire off a complaint email in the end. It took well over a week to get a reply to that one, but that they would send out an engineer to fix my phone line. That meant booking another day off work.

 

He did visit and fix my phone line though, but broke my broadband which was the only thing that was previously working. Did he care? No. He did come out with some classic comments like my router was broken, as if that could break the exact same time he performed some work on my phone line.

 

He told me to ring BT, which I did, but I was told I had to wait till midnight before they could anything about it, which I wasn't very impressed with.

 

It still wasn't working the next day, so I rang up again, but they assured me they would get it working. By the evening it still wasn't so I rang up again and was told it would be tomorrow now. Come tomorrow and it still wasn't working. I think it was a Saturday by now, so I rang to chase again. Someone told me they would check the progress and call me back. While I waiting someone from the previous day rang me and told me the engineers were working on the problem. After I put the phone down to them, the other person rang back and told me no work would be done because it's a weekend. So, clearly, someone in BT was lying to me.

 

I've rang BT again yesterday and today, because it's still not working. That doesn't seem to accomplish anything though, as they just me it's with the "specialised engineering team". I don't think much of them if it takes them nearly a week and they still haven't managed to fix a problem that they caused in the first place.

 

I wish I'd never signed up for BT in the first place. This loss of service is costing me money, too, as I've had to sign up to mobile broadband just so I can check my emails.

31 REPLIES 31
tony8436
Aspiring Expert
1,739 Views
Message 2 of 32

Re: Why are BT so incompetent?

If they are not providing you with broadband, even though you are paying for it, they have broken the agreement in the contract. you should be able to now cancel the contract without having to pay the cancelation fee, then you can just use your mobile broadband or try a more reliable provider.

 

Good luck.

Torquemada
Aspiring Contributor
1,724 Views
Message 3 of 32

Re: Why are BT so incompetent?

I said as much to them last week, but they claimed they needed some time to fix it.

 

If they haven't fixed it by tomorrow I will be attempting to cancel. I fail to see how it can take them a week to fix a broadband problem. I have a strong suspicion they haven't even tried to yet.

 

 

0 Ratings
Rottie
Expert
1,702 Views
Message 4 of 32

Re: Why are BT so incompetent?

 


@Torquemada wrote:

I've just moved into a new place, and signed up with BT for my broadband and phone. I thought I could migrate to BT infinity when that goes live in my area. I really wish I hadn't bothered because absolutely nothing has gone right.

 

Firstly I had to wait about a month before they could even install the phone line. I was also told I would have to be in during the day for them to install this, so I booked a day off work. Come the day, and I didn't hear anything at all from anyone in BT, I just happened to plug in a phone and it worked. So that was a day's holiday wasted.

 

However, at least the broadband and phone still worked.

 

A couple of weeks later I went to use the phone and I couldn't get a dial tone, although the broadband still worked.

 

I rang BT twice, but without any joy, and had to fire off a complaint email in the end. It took well over a week to get a reply to that one, but that they would send out an engineer to fix my phone line. That meant booking another day off work.

 

He did visit and fix my phone line though, but broke my broadband which was the only thing that was previously working. Did he care? No. He did come out with some classic comments like my router was broken, as if that could break the exact same time he performed some work on my phone line.

 

He told me to ring BT, which I did, but I was told I had to wait till midnight before they could anything about it, which I wasn't very impressed with.

 

It still wasn't working the next day, so I rang up again, but they assured me they would get it working. By the evening it still wasn't so I rang up again and was told it would be tomorrow now. Come tomorrow and it still wasn't working. I think it was a Saturday by now, so I rang to chase again. Someone told me they would check the progress and call me back. While I waiting someone from the previous day rang me and told me the engineers were working on the problem. After I put the phone down to them, the other person rang back and told me no work would be done because it's a weekend. So, clearly, someone in BT was lying to me.

 

I've rang BT again yesterday and today, because it's still not working. That doesn't seem to accomplish anything though, as they just me it's with the "specialised engineering team". I don't think much of them if it takes them nearly a week and they still haven't managed to fix a problem that they caused in the first place.

 

I wish I'd never signed up for BT in the first place. This loss of service is costing me money, too, as I've had to sign up to mobile broadband just so I can check my emails.


 

Hi there,

I would advise you to drop an email to forum.moderation.team@bt.com with your account number, landline number and a link back to this thread and one of the Mods (they're also BT Customer Care agents) will look into your issue and hopefully expedite a resolution for you.

 

I hope this helps. 🙂

0 Ratings
Torquemada
Aspiring Contributor
1,677 Views
Message 5 of 32

Re: Why are BT so incompetent?

Rottie - Thanks, I've just sent them an email.

 

I'm hoping to come home from work tomorrow to working broadband, but I've a feeling I'm going to be disappointed.

0 Ratings
sonicdj
Aspiring Contributor
1,662 Views
Message 6 of 32

Re: Why are BT so incompetent?

They are incompetent because they get away with it and then try and make the customer think they are over reacting! If you can cancel it I would if I was you, I signed up to BT for exactly the same reason two weeks ago, so I can upgrade to infinity when it comes to my area in a few months, BIG BIG mistake my speeds of 4.5mb with o2 which I wasnt happy with anyway are now 2mb or less with BT on the same line!

 

They are just ripoffs!

Torquemada
Aspiring Contributor
1,597 Views
Message 7 of 32

Re: Why are BT so incompetent?

Well, I've just got home. Still no broadband. No contact whatsoever from BT.

 

Someone suggested emailing the mods on this site - no reply from them either.

 

I am now going to try to cancel, they clearly can't be trying to resolve my issue.

0 Ratings
Guru
1,589 Views
Message 8 of 32

Re: Why are BT so incompetent?

It can take a couple of days to get a reply ....

 

Depending on whether they're dealing with their other customer .....   🙂

0 Ratings
sonicdj
Aspiring Contributor
1,555 Views
Message 9 of 32

Re: Why are BT so incompetent?

If you would rather get the problem solved then cancelling I would wait a bit longer for the mods response.

0 Ratings
Torquemada
Aspiring Contributor
1,534 Views
Message 10 of 32

Re: Why are BT so incompetent?

I've had enough of BT to be honest, I rang them earlier, and my packages should be cancelled now. According to the bloke on the phone there wouldn't be any more charges. They said they couldn't cancel it till the 9th, and I suppose it might take a while for another provider to get the line in, but at least I won't have to deal with BT inability to resolve a problem that they caused in the first place.

0 Ratings