cancel
Showing results for 
Search instead for 
Did you mean: 
kmcleod
Aspiring Contributor
2,084 Views
Message 1 of 16

Broadband rip off and rubbish customer service

Hi,

 

Today I received two leeters, one about gettting a new smart hub for free, the other about renewing my contract to avoid paying for BT sport.

 

OK, so I call the number on the letter, and after 20 minutes, (yes BT, please employ people in your call centras), I get through to someone, (no name given), and the fun and games begin.

 

asked to verify who i am and then what product am I calling about, (can hear alarm bells at this point - shouldnt his tbe the broadband team, after all its their letter !) so give all the info, and tell them its about the smart hub abd also the letter re BT sport.

 

At which point I am told that the contract renewal is at full price, (funny, I thought I was paying that anyway, £150 per quarter is dammed expensive for broadband), and that the broadband will increase in proce from £27 to £32, thats a 20% increase.

 

Now obviously not happy and say so, also not happy that I'm being told that even then I have to pave £129.99 for the hub.

 

and the lack of joy gets even higher when I ask to complain - I tell the guy what I want to say, he taps it in, and then reads back something completely diffewrent, so tell him to stop and can I speak to someone else, and boy, at this point do I get the run around or what.

 

So, 30minutes later, my contract is still expiring, its not been renewed, I'm not getting a new smarthub, and my BT sport is going up.

But on the plus side - the contact centre havent got the deal with a complaint, the manager, Laura, hasnt had to speak to a member of the public, she refused three times, and BT have managed to alienate someone who has been a customer for over 20 years.

 

NOT HAPPY BT - SORT OUT YOUR CUSTOMER SERVICES AND LOOK AFTER US !

15 REPLIES 15
hazelst3
Contributor
2,071 Views
Message 2 of 16

Re: Broadband rip off and rubbish customer service

Try another provider mate, BT will continue to rip you off (I speak from experience). 

0 Ratings
Reply
Distinguished Sage
Distinguished Sage
2,064 Views
Message 3 of 16

Re: Broadband rip off and rubbish customer service

@kmcleod

Call UK customer options on 0800 800 030, they will be able to help.

 

0 Ratings
Reply
kmcleod
Aspiring Contributor
2,023 Views
Message 4 of 16

Re: Broadband rip off and rubbish customer service

LOL

 

I tried that, and got the same responses

 

I tried the Live Chat, and got told that it was only technical help and they would need to log a ticket with Customer Services and they would call be back.

I told them I didnt want thay, someone called Dilip then called me, and asked me what he should do ????

 

the customer service level seems to have hit an all time low !!!

 

Is this what BT now standards for - Bleeding Terrible ?

0 Ratings
Reply
Moderator
Moderator
2,015 Views
Message 5 of 16

Re: Broadband rip off and rubbish customer service

Hi @kmcleod

 

Thanks for your posts and welcome to the community forum!

 

Sorry for all the problems you had calling the number on the letters you received.  I agree that it shouldn't have been so difficult to avail from the offers on the letters.

 

Can you send us over your details and we'll give you a hand from here.  Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.

 

Cheers,

 

Robbie

Community ModeratorRobbieMac
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
Show your appreciation!
Click on the star next to a reply to say thanks
Help guide to using the community? Click below
Kudos”Kudos”
0 Ratings
Reply
kmcleod
Aspiring Contributor
2,006 Views
Message 6 of 16

Re: Broadband rip off and rubbish customer service

All of the details sent as requested

 

 

0 Ratings
Reply
kmcleod
Aspiring Contributor
1,998 Views
Message 7 of 16

Re: Broadband rip off and rubbish customer service

OK - for anyone who is interested.

 

As per the request above I forwarded my informatin and contact details.

 

two plus hours later - nothing, not even an acknolodgement.

 

So much for 'we can help !

 

 

 

0 Ratings
Reply
Distinguished Sage
1,987 Views
Message 8 of 16

Re: Broadband rip off and rubbish customer service

the forum mod team are a very small team of BT specialists who deal personally with every enquiry they receive they will contact you personally however there waiting time at the moment is up to 5 working days
you would have received a reference number immediately after you sent their contact form in the mods deal strictly in turn with mails received
0 Ratings
Reply
kmcleod
Aspiring Contributor
1,976 Views
Message 9 of 16

Re: Broadband rip off and rubbish customer service

Well, it would be good if they disclosed that information when they make the offer to help.

 

Since a 5 day wait time is 3 DAYS longer then the 48hrs committed response that BT customer services are comitted to delivering and put on all of their emails.

 

Once again - BT and customer service - FAIL !

 

This really is tiresome the amount of time that BT spend making excuses and saying sorry, maybe if they expended the same energy and time on fixing the issues in the first place  - I WOULD NOT HAVE TO BE COMPLAINING.

 

 

0 Ratings
Reply
Distinguished Sage
1,966 Views
Message 10 of 16

Re: Broadband rip off and rubbish customer service

they do an auto reply with a reference number is sent immediately after you send their contact form
0 Ratings
Reply