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mooks
Beginner
520 Views
Message 1 of 12

Goodbye BT or HOW TO LOSE CUSTOMERS

Well done BT...you've lost anothere customer.

 

Let's look at "My BT Experience".

 

I moved house on November of 2013.

 

I went online, hit the "Moving House" tab on your homepage...and was told taking my braodband service with me would "be easy.

 

I moved house at the end of November...a month later...after much complaints (Complaints letter [Incident:13******])...I finally had my Broadband service in the new property.

 

I purchased it for two reasons:-

i] Access to the internet

ii] Online gaming.

 

BT gave me a package with free weekend telephone calls???

 

Last year I complained about my BT Infinity 2....whilst gaming it took ages to finally get online or I would be playing online and the service would the cut out. [Incident: **********]

 

I was sent some links and informed BT were doing nothing wrong...it was obviously my fault. I was sent a link to visit and to follow the instructions. As I said then...and I'll repeat here....that link doesn't work. I'm asked to type in my Admin password...which I do...I'm then asked to change the password...which I do...and then nothing, the page refreshes and I got through it again.

 

The Infinity 2 still dropped out and I could only one device at any time connected to the net.

 

So I complained again...[Incident: **********]...and again..and again...and again....

 

And was told someone would call me...the did...the phone rang once...I picked it up and it was dead. When I dialed the nember back a recorded message told me someone would call me.

 

But they didn't.

 

This happened four or five times.

 

On Wednesday I asked to terminate the service....even though my broadband has been switched off over night and re-instated 24 hours later when I refused to pay the bill then cavedin and paid the bill...even though that can be done in 24 hours...to terminate my service will take 30 days....and cost me £30.

 

The gentleman I talked to on the 15th of July when I cancelled the service....informed someone would call me back that night and asked what time would be convient for me. I told him after 7 pm.

 

No one called.

 

The next day at 6.20...while I was still at work someone called and enquired what my broadband speed was at that moment. How could I tell...I was at work. It was inconvient to call me at that time.

 

I've ran speed tests on the broadband service over the last 24 hours...it varied betwen 1.54 Mb/s download speed / 4.09 Mb/s upload...and 10.14 download speed / 6.75 Mb/s upload. That's quite a variation.

 

Last night it took 35 minutes before I could get online to video game...I only managed that after I called Nintendo in the United States. Today (Saturday) I have been disconnected mid game play seven times. I am experiencing terrible lagging whilst online.

 

So that's my experience of BT.

 

Virgin Media offers 3 x faster broadband at 40% less than the price BT are charging me.

 

Goodbye BT.

 

 

 

 

 

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11 REPLIES 11
mooks
Beginner
508 Views
Message 2 of 12

Re: Goodbye BT or HOW TO LOSE CUSTOMERS

Another speed test...

 

Saturday night 9.30 pm

 

4,13 mb/s download

7.22 mb/s upload...

 

Virgin Media would give me 152 mb/s

 

Way to go BT...really worth the money I'm spending on yoru atrocious service...

 

CANCEL MY ACCOUNT...

 

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mooks
Beginner
507 Views
Message 3 of 12

Re: Goodbye BT or HOW TO LOSE CUSTOMERS

Another speed test...

 

Saturday night 9.30 pm

 

4,13 mb/s download

7.22 mb/s upload...

 

Virgin Media would give me 152 mb/s

 

Way to go BT...really worth the money I'm spending on your atrocious service...

 

CANCEL MY ACCOUNT...

 

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mooks
Beginner
506 Views
Message 4 of 12

Re: Goodbye BT or HOW TO LOSE CUSTOMERS

Seem to have posted that twice...probably because the broadband is so slow,...
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Distinguished Guru
Distinguished Guru
483 Views
Message 5 of 12

Re: Goodbye BT or HOW TO LOSE CUSTOMERS

You will have to contact BT directly to cancel your account.

 

This is primarily a customer to customer help forum and your post may not be read by a BT employee.

 

The only BT presence here are the Mods who do not nec essarily read every post.

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Highlighted
Sephiroth
Contributor
466 Views
Message 6 of 12

Re: Goodbye BT or HOW TO LOSE CUSTOMERS

Hi Pip,

Talk about reverse situation! Eh?
Seph

My advice is at your risk.
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mooks
Beginner
438 Views
Message 7 of 12

Re: Goodbye BT or HOW TO LOSE CUSTOMERS

And there in lies the problem...

 

I have contacted BT...many, many times...they say they'll call me but they don't....

 

I've complained many times but on deaf ears...

Seems no one wants to hear about about poor broadband service at BT.....not even these forums....

 

Sunday morning Infinity 2 broadband speed.....hardly a "peak" time...

 

2.09 mb/s download

2.08 mb/s upload

 

That's well below the national average and a far distance from what is advertised....

 

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Sephiroth
Contributor
428 Views
Message 8 of 12

Re: Goodbye BT or HOW TO LOSE CUSTOMERS

For what my opinion is worth, it's a big mistake by BT to make this a community only forum, with the occasional escape path through a moderator.

 

On the parallel Virgiin Media forums, which has substantially fewer problem threads/pists than the BT forums which are younger, you are always properly dealt with by a UK based support specialist - pretty much at 2nd line support level.

 

A paying customer is entitled to have properly investigated whatever impairment is preventing advertised speeds from being reached.  They are also entitled, btw, to having that wretched HH5 (A) fixed or replaced.  I've had to resort to buying a HG612 off ebay and to put my own router on to one of my Infinity circuits just to get stability.  BT were no help whatsoever except when there was a hard line fault which, when fixed, didn't allow the HH5 (A) to perform any better.

Seph

My advice is at your risk.
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Distinguished Guru
Distinguished Guru
418 Views
Message 9 of 12

Re: Goodbye BT or HOW TO LOSE CUSTOMERS


@Sephiroth wrote:
Hi Pip,

Talk about reverse situation! Eh?

Hi Seph,

 

Que sera, sera. I can only tell it how it is.

 

I don't recall the poster asking for help here but am surprised he did not recieve any. That is most unusual.

 

I have to admit, the VM forum is run on a better format but the mods here are a smaller team having to deal with more problems. Mainly due to offshore causing anger and frustration.

 

Quite often the regs on here can help sort a problem out or point the poster in the right direction to get their problem sorted out.

 

Offshore appears to be where the main problem is and IMHO that's what BT should concentrate on fixing.

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Distinguished Sage
Distinguished Sage
412 Views
Message 10 of 12

Re: Goodbye BT or HOW TO LOSE CUSTOMERS

I agree with pippincp and sephiroth, the forum should be a combination of both. In my opinion it is mainly the Customer Services and the un-joined up nature of BT and Openreach which causes most of the customers problems never being resolved at the first attempt.

 

As regards the OP of this thread. He may never have received any help on this forum because other posters may have done the same as me and read it that the OP had already signed up for Virgin or at the least had made the decision to sign up to Virgin so it would be pointless in offering to try and help.

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