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Aspiring Contributor
Message 1 of 3

Re: Appaling customer service

I echo this sentiment. My activation keeps being delayed. The first time a message was left the evening before, stating it was postponed "due to exchange validation". When I called the "direct line" I spoke to someone aplologized like an an obseqious cringing Edwardian retainer, but had no idea what she was yalking about. She could not expllian what "exchange validation" meant at all, and kept repeating it over and over again. The next day, while on my way to work, I get a text from BT saying an Engineer is on the way and I must be home bewteen 8AM and 1PM. I hope off the train, call work, head home, but by late afternoon no one had turned up. I called again, and got a clone of the same benighted apologist who could not answer a single question concerning the Engineer no-show, or what the issue was causing the delay. Again, a script line was read and the individual did not comprehend the words he was speaking quite clearly. A week later, on my next appointed activiation day, the Hub is locked in the puprple-orange symbol cycle. After nearly a day, and going through all the troubleshooting steps in the Guide, I call again. I get a THIRD Epsilon that repeats everything all over again. I specifically ask the meaning of each noun he spoke, and he confesses he does not know what they mean. However, he is quite clear that my Activation Day is delayed ANOTHER 10 days as I am back of the queue again. I state that this is unacceptable, but no conversation is possible, and HE READS THE SCRIPT TO ME AGAIN!  I not that the BT finance department worked blazingly fast to debit my account before any service was received. It is obvious where prioriities lie.

Utterly shambolic.

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Distinguished Sage
Message 2 of 3

Re: Appaling customer service


Hi   Far


I am sorry to see you are having problems with your BT Service


I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators


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Message 3 of 3

Re: Appaling customer service

lol so im not the only one taking to the script readers, that not only read from the script they interupt you to go on and on repeating the script because they dont understand a thing! USELESS
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