When did getting help from BT get so difficult?

[Tim123]

BT customer service is now rubbish because it's no longer BT doing it. Now when you phone "BT" you're actually speaking to EE customer service and they are pretty clueless about home phone as broadband is their thing. Beattie would be horrified! (Full marks if you get the reference.) I especially hate the horrible loud 'robot' music they play when you're on hold, makes my ears bleed.

[Kimberlin]

@Tim123  Yup, you probably guessed, this isn’t the last quarter of the 20th Century, we’re 50 years on from 1975 and Beattie is long gone.

As for phoning BT and speaking to what is now effectively a EE call centre, that’s how it is and one wonders for how long BT can keep up the charade of operating two brand names doing the same thing. But there it is 🤷‍♂️

[garybs29]

---

@Tim123wrote:

BT customer service is now rubbish because it's no longer BT doing it. Now when you phone "BT" you're actually speaking to EE customer service and they are pretty clueless about home phone as broadband is their thing. Beattie would be horrified! (Full marks if you get the reference.) I especially hate the horrible loud 'robot' music they play when you're on hold, makes my ears bleed.

---

Interesting that you're posting this as it's the same people whether you call BT or EE!

[Tim123]

That's more or less what I said. The call staff are employed by EE but answer calls for BT.

[garybs29]

---

@Tim123wrote:

That's more or less what I said. The call staff are employed by EE but answer calls for BT.

---

Wrong but not even worth trying based on the latest unreal response from you tbh

[Kimberlin]

The call centre staff are probably people employed via various employment agencies who answer calls on behalf of both BT and EE. I'm surprised some of them don't get confused when they're answering calls on behalf of either brand.

We all know there is staff sharing between the two brand names, that's why the Moderators moderate both the BT and EE forums in unison. You only have to frequent the EE forum and you'll see the same names everywhere, including some contributors here. I'm struggling to see the point of it all to be honest.

[Tim123]

@Kimberlin Yes, you're quite right. I think the telephone customer service was actually better when it was based in India, at least then it was BT only. Now you get passed from pillar to post and no one wants to take ownership of anything...endless holding times, then promised callbacks never happen and you're back to square one. I've had to call several times, for both myself and my parents, and it's a rather soul-destroying experience. Oh for the days of 'British Telecom'! It feels like we've gone back to the GPO, who were notoriously slow and difficult to deal with.

Not sure why this thread has been moved from 'Home Phone including Digital Voice' to 'Bills & Packages'. Also, the original post has disappeared (making it look as if I started the thread, which I didn't).

[gg30340]

I split and moved the thread onto its own thread because the original thread was in relation to the OP being unable to get connected when calling an elderly lady on Digital Voice and being unable to get BT to help. It was marked as solved by the OP of that thread on 28.5.26 when the OP found out that the elderly lady was not a BT customer.

The thread was then resurrected on 10.6.26 complaining about BT Customer Service in general which was not the topic of the original thread. It was moved onto the Billing and Packages thread because your are complaining  about BT in general and not any specific problem.