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Message 1 of 9

Terrible customer service

Hi For 3 days I tried calling Bt to review my landline bill and packaged and maybe cancel it.  Used number in BT  to contact us 

For 3 days I was told that - We are  extremely busy - call back when less busy.  Great advice. 

So today , I called SKY to also review my SKY package. 
Sky customer services answered after 4 rings. 

Sky made me a great offer to  also switch my Bt broadband along with landline.

 So I did.  - Good bye Bt  

Sky took care of everything,  so easy   

So - Just received  a phone call from Bt        The irony. 

They wanted to know why I switched   
You can’t make this stuff up!!!!

1. Bt customer service - doesnt seem to a chatbox / no email!/ just a phone number that says we are extremely busy when you call it. 

2. Absolutely incredible. 

3.  So I suggest that if you can’t get hold of Bt/ call SKY.  

 

8 REPLIES 8
515 Views
Message 2 of 9

Re: Terrible customer service

You could of course avoid all of the hassle and initiate One Touch Switching once out of contract and then you wouldn't have to talk to your broadband provider at all  (as long as they are part of the OTS scheme). That's exactly what I did because I can't be bothered to talk to any provider who year on year hikes their prices and then either expect you to pay up or perhaps talk to their retentions team so you can negotiate that amazing discount you may or may not get. I'm not anti BT, this would apply to any ISP I was with at the time.

The problem with BT retentions as I found out, was that the moment I initated OTS, my mobile phone rang a couple of times a day but as I am on silence unknown callers 24/7, they would have been diverted to voice mail. Such was their intent to get hold of me, not once did they leave me a message. This went on for days. In the end, I had no option but to block them. All they had to do was email me at my non BT email address (because had I had BT email it would probably have gone to spam) and let me know of an amazing deal to stay.

455 Views
Message 3 of 9

Re: Terrible customer service

Thanks for info.
It seems the only way to get hold of Bt is to actually leave them.
Then they call you incessantly.
I think the person in charge of all of this at Bt should get a promotion.

424 Views
Message 4 of 9

Re: Terrible customer service

Hi 

BT just called me again. I’m he Stevenage centre. 
Does anyone know how I can sue them for harassment and duress? 
This is unbelievable

There is no way to contact BT except to call them which only works if you want to stay on the phone for an hour. Hoping they might answer.  

Never never never never again will Isign iup to BT.  What a despicable company. 

359 Views
Message 5 of 9

Re: Terrible customer service

Hi @Wm1200 

Welcome to the community.

I'm really sorry to hear that you had problems getting through to us when you wanted to review your account. I'm also sorry to hear that you've left because of this.

Did you answer the call when BT contacted you?  

Chris

287 Views
Message 6 of 9

Re: Terrible customer service

Hi 

yes. 


1) I answered the call from BT as I didn’t know who it was. It was from Stevenage apparently.
2) As soon as the person said they were from BT - I told them I didn’t want to speak to them and to never call me again 

3) I received 2 more phone calls. 
4) I texted back on the phone number again. - do not call me - this is harassment. 
5) BT called again - I told the person this was absolute harassment- and I would be taking leqal action against BT and the customer service Head 

6) I then called BT and finally got through to register a complaint  I said I was being harassed by BT even after I clearly communicated to them that I didn’t want to  be called by them.  
7) The person said they would inform their manager.  
😎 So even calling BT customer service , there was no option to say to stop calling me.  Unbelievable! 

9) ) I called ofcom complaints and lodged a formal complaint against BT for: 

a) that there was no easy process / way to tell BT to stop calling me - I can’t believe BT doesn’t have an opt out option as many other companies do. 

b) That even though I told BT Stevenage to not call me 3 times ,  they continued to do so. 
I file lodged a harassment complaint  

😎 I will have the person who is responsible for this abusive practice at BT as well as those  that approved the whole setup held accountable for harassment and abusive calling. I have my lawyers working on it. 

10) I find the whole situation despicable and I can’t image how many times BT has exploited vulnerable people with these agressive tactics which I am sure is against the law.  

We will see. 

264 Views
Message 7 of 9

Re: Terrible customer service

@Wm1200
I cannot imagine how bad the missing number 8 in your list might be!
262 Views
Message 8 of 9

Re: Terrible customer service

Thanks, @Wm1200 

You've done the right thing in calling to register a complaint. The Customer Support team will look into it to try and make sure you don't receive any more calls.

Chris

190 Views
Message 9 of 9

Re: Terrible customer service

@Christopher_G 

I think the real issue here, is the failure to understand by BT and their retentions team, that not everyone appreciates being hit by a barage of unwanted calls.

Whilst I wouldn't go to the lengths that the complainant states they intend taking, I fully understand their frustration. My personal way of dealing with unwanted calls, is just to block the caller and move on.

I find it galling, that BT clearly believe they've got some given right to start hounding those that dare to leave the family. Undoubtedly, hidden in BT's small print, their get out clause probably goes along the lines that they have the customer's permission to make appropriate marketing calls because the customer signed up for it. Probably a box that should have been ticked or unticked at the time of taking out the contract. I don't remember giving my permission for BT to call me once I'd decided to move on to another ISP. Unfortunately it seems that it was probably my fault for failing to read the full BT contract blurb that then gave BT permission to literally hound me with calls for days after initiating OTS.

So now I suppose people are wondering just why I didn't answer the guilty number operating out of Stevenage linked to BT Retentions? Because once I'd checked online to find out who the guilty party was, I wasn't interested in talking to them. What I don't get, is why BT Retentions think it's acceptable to call customers who are leaving, multiple times when they don't get a response? In my view, that then becomes harassment. It might not fall into the legal definition of harassment, but that's what it feels like. If I wanted to talk to BT Retentions, I'd speak to them, but I didn't want to and so I ended up blocking them.

I sympathise wholeheartedly with those who feel they are being 'harassed' via unwanted marketing. Worse still if those people are perhaps, neurodiverse or those like me who genuinely don't like talking to people on the phone who I haven't personally invited to call me. It's rude and intrusive, even worse when no message is left explaining why you're being called. BT in my view needs to pull itself together. If it doesn't like people moving on and getting a better deal elsewhere, tough, deal with it and treat people with some respect if they choose not to engage.