Difficult time upgrading plan on BT Mobile - BEWARE!

[Mr-Muddy-Paws]

The Guides are pleasant enough and try to be helpful but I have had a torrid experience over many months just trying to upgrade a BT Mobile plan. Having had the number for 30 years  - and certainly before BT Mobile stopped being available and then re-starting. I received enthusiasm at first and then "not available", "nothing I can do". I have been sent  a new SIM and then told not to use the new SIM.
"Contract ends" said "currently not available" plus "There are no promotions for this customer to move to. Please advise your customer to call back once they are in their contracting window."
 
Each time they have coaxed me to go over to EE. Finally, I have felt I had no realistic option but to stop BT Mobile. Even that didn't go smoothly when EE set up a wrong name for my new account. Same company, joint "Guides", eh?
I have also been in the vortex of "authentication" where they send a verification code to phone number you just stopped using!
Beware!

[Leanne_T]

Hi there @Mr-Muddy-Paws 

I'm really sorry you've had this experience and had to get in touch a few times to try and get this resolved. 

Our customer support guides are the best people to get back in touch with as they can get the account looked into and help address the issues you've had. If this is not resolved, they can open a complaint for you on the call to be further investigated by our complaints team.

Thanks.

Leanne. 

[Mr-Muddy-Paws]

There should be a record of my many calls to the Guides. Perhaps, your own quality control should have picked up on the persistent issue. Another measure of the problems has been the  monthly use of 200 minutes to 150 - and then being charged for the excess! (I have been refunded for all but the last month so far.

Overall, it is a story of customer loyalty to a product or service being unrewarded. 

[Leanne_T]

Hi @Mr-Muddy-Paws 

I am sorry we have no access to your account or the calls you've previously made to our customer support. 

If you can get back in touch to discuss the account and charges they can check everything that has been done previously and help you further. 

Leanne.

[Colin_London]

I have tried changing contract online from Family SIM - only to get an error message which I assume is the one meant for the staff. It says something along the lines of ‘There is no plan available for this customer - tell the customer to call back nearer the time of their recontract’.

Except I have been out of contract for over 2 years!

They have made it impossible for people on legacy contracts to get onto the new BT plans - be that themselves via the website or even via a guide. You basically have no choice but to go to EE or, more likely, another supplier altogether.

[Katie_J]

Hi @Colin_London. 

Thanks for flagging this. 

So this can be looked into further please give our customer care team a call. 

The team have account access and can help process your upgrade for you. 

Katie 

[chrisjp]

"Perhaps, your own quality control should have picked up on the persistent issue."

What quality control?