I've just come off the telephone to them and yet again all they do if provide BT with a first line of defence, lie and fob customers off. At no point do they even try to provide help, I'd put good money on the reason being that they can't as they are totally unqualified and are pointless from a customers perspective.
BT take heed, I refuse to spend one more minute of my time trying to hold a conversation with a call centre that obviously has a brief to ignore customers, lie and just read from a script.
All my own opinion and taken from experience.
The Plusnet (BT subsiidiary) Usage Monitor is more sophisticated than that offered by BT. Can we please have the BT one updated to provide similar facilities. The desirable features are
1. Usage displayed ony 2hours out of date
2. Usage this month broken down on a daily basis.
3. Usage breakdown by activity showing surfing, email, streaming, FTP, Peer to Peer etc.
4. The ability to put a cap on usage so that the user does not go over their monthly allowance.
It would be helpful if the BT Broadband account holder could nominate one sub-account to have free access to the hotspots, in addition to the main e-mail account.
A parent could nominate a young person who may be away from home, at university or college.
This would avoid the need for the primary e-mail account details to be revealed.
The account holder would still be responsible for hotspot usage, and could suspend the access if needed.
Here's an idea. Why not have UK call centres with people who can speak and understand English fluently and who have been trained in proper customer service and not read the script, talk over customers and accuse them of being liars!?
Just an idea. British Telecom
This is a wishlist of what I want in the next firmware upgrade. I hope someone from BT will read this, or someone forward it to them. I will add more points if I think it is nessascary.
Manual Power Save - I know the HH4 advertises eco-technology, it turns off certian features when not needed etc. But some of my devices remain connected to the internet so the manual power save is not going to turn it off. I know I could just do this with Access Control but I much prefer a universal time limit.
Turn off BT Fon within the Hub Manager - I know you can disable it by logging in to opt-out but for me I forgot my details and have only remembered it. Users should have control on what can be allowed and not. I still have BT-Wifi operating in the 5Ghz band, talked to India but they "don't know".
Ability to turn off certain indicator lights - When I disabled Wi-Fi on the 2.4Ghz band it immediatley displayed a orange light, I don't reallly like this...I mean, I know its turned off!
Please get rid of the call centres in India, they don't appear to know what they are doing and are downright rude and aggressive, not just one but 3 of them and pretty sad when the customer is asked what they can do to resolve a complaint, come on BT sort yourselves out.
Many companies including BT are keen to offer new customers any number of incentives to join but offer nothing to longstanding customers who stay despite everything.
Why not offer those longstanding customers some form of thankyou, maybe a number free films on BT Vision or free HD Sport. The incentive value could be proportional to the length of time as a customer.
I recently received such an incentive from Microsoft for being a Windows phone user, specifically 20GB of extra Skydrive storage. It cost them very little but I felt it was a nice gesture and good for customer relations. BT should do something similar.
This feature could be useful if it worked in any meaningful way, currently it is just a means of sending a PM to more than one recipient. The features lacking are the ability for a given recipient to view all the other recipients and a 'reply all' feature. As currently implemented, it is not possible to hold any off-line group discussions in any manageable form.
When on live chat I should be able to click on a button that emails me a transcript of the conversation (like other companies do) BT customers have to reply on the call centree employee sending it when conversation has finished, which i've noticed doesnt always happen. As someone who has had to use it due to poor system processess in place I find i have to keep a note of the conversations due to the variety of conflicting answers i get. funny that.
I too was disappointed to find out BT did not offer tethering. Come on BT get out of the dark ages and match EE.
Please post if if you think BT should allow customers to make there own decision about data usage and cost if they want to tether. Let's try and get it enabled!
I say switch it on BT
My phone bill each quarter shows a list of phone calls that have not been charged but what I would really like to know is how much I have saved by continually paying for the 'anytime plan'.
Would it be feasible to add another column to the bill entitled something like 'plan saving' or if not this then a statement at the bottom of the bill indicating an overall total plan saving? I'm pretty sure there is a saving being made but it would be nice to see it in print.
It might also be a good selling point to those who do not subscribe to the any time plane to point out the saving that could have been made if the subscriber had been a member of the plan.
1) include in the list of options when calling BT the ability to "hold to speak to a customer care rep"
2) move all your call centres back to the UK
3) if the above is too difficult or expensive then in the list of options when calling BT include "press 9 to switch to a competitor"
I've spent 3 hours today to achieve something that would have taken no more than 10 minutes had I got through straight away to a real person in one go.
I've been considering whether to bring my broadband and telephone line together under BT or a competitor; at least this experience has made the decision a no brainer.
How about having an integrated exchange checker built into the forums!?
People can find out the exchange they are on and can therefore include it in their first post, making solutions quicker.
There could also be an integrated exchange VP congestion checker as well like the 'Exchange Status Checker' from Plusnet (Click Here). This would allow people to check congestion at their exchange before they post about it, which may save time in the solution.
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