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matt-h
Beginner
1,132 Views
Message 1 of 5

TSG (Total Support Group) nightmare..... Look elsewhere and don't go through BT

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My warning to all.... Don't bother with TSG, despite what BT say, they are a total shambles of a company and BT offer absolutely no help. BT's advice - "TSG are an independent company so here's their number, you call them". Strange as it's BT who books the initial engineer visit, it's also BT who take payment.

 

A month now this saga has been going on. I booked an Aerial engineer visit on the 14/7/17, booked through BT, they advised a TSG engineer will call with an appointment date and time, a week passed and nothing so I called TSG myself, apparently BT gave them my wrong phone number, not very believable but ok whatever. So an appointment was booked for the 4/8/17, I was told an engineer will call that morning to confirm a time slot, on the day I heard nothing, left it until 12:30 then I called them, I spoke to a very grumpy man who basically said "ugh, a BT booking is it", he then confirmed I was definitely booked in and he will get an engineer to call. I waited, and waited, it got to 5:50pm and still no call or sign of an engineer, so I called them again, I spoke to another thoroughly grumpy guy who said yes, you are still booked in and our engineers work up until it gets dark. Well it was a no show. I contacted BT to complain and they totally washed their hands of it, I constantly got told it's not our problem, they are a separate entity so you call them to re-book. I'm self employed, so that wasted day off on Friday had cost me money.

 

Monday morning despite my extreme annoyance at a wasted day I think ok, give TSG the benefit of doubt as problems do happen, so I call them as BT advised, all I get from TSG is an "Oh, that's strange, I'll re-book it for you and an engineer will call you with a date and time. Few hours pass and I do indeed get a call, but not from an engineer, instead from another department in TSG. A young lady who said she has a message up on her screen saying I had a failed appointment, which I confirmed. She apologised and promised she will get right onto it, told me they have an available slot for the next day (today 8/8/17) and could I be home, I said yes I'll take another day off if you promise this will go ahead, she assured me it would, told me I'm now booked with a different engineer called Alan who is very good, and he will definitely call me either Monday, or Tuesday morning on the day the visit was due to happen. It's now 3pm and yet again I've heard nothing. Another totally wasted day and lost earnings because of two extremely shoddy companies. BT and TSG, you are a disgrace.

 

My advice, don't bother. the £60 reduced price is just not worth it when TSG treat you like 2nd class and BT wash their hands of it and keep saying it's nothing to do with them. All very strange as BT took the booking and take payment.... Scammers the pair of you and I have a right mind to bill both of you for my lost earnings.

 

Avoid......Avoid like the Plague.

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4 REPLIES
BT TV Expert
BT TV Expert
1,101 Views
Message 2 of 5

Re: TSG (Total Support Group) nightmare..... Look elsewhere and don't go through BT

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Hello @matt-h

 

I'm really sorry for the issues you've had. I'd happily see if I can help if it's still not sorted for you. Please Private Message me your phone number or account number and I'll be in touch.

 

Kind regards, 

Martin.

BT TV ExpertMartin--W
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matt-h
Beginner
1,057 Views
Message 3 of 5

Re: TSG (Total Support Group) nightmare..... Look elsewhere and don't go through BT

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Hi Martin,

 

No still not sorted I'm afraid, it would seem TSG want nothing to do with BT customers. After posting my message on here I contacted them yet again, only to be told the engineer isnt answering his phone, the lady I spoke to promised she will keep trying and call me back within the hour. Yet again more lies from TSG because I never got the call back. So to sum up, the £60 reduce price was a waste of time because it's cost me more than that in two wasted days off work, and I still don't have a working aerial. Arghhhhh.

 

If you'd like to try be my guest, that's more than the last BT employee I spoke to was willing to do so thank you, I'll pm you my number now.

 

Kind Regards,

 

Matt

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matt-h
Beginner
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Message 4 of 5

Re: TSG (Total Support Group) nightmare..... Look elsewhere and don't go through BT

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Just a quick one to say thanks very much Martin, you went above and beyond to help me and I really appreciate all you did, after you getting involved and contacting TSG's top guys on my behalf, I'm yet again one very happy customer.

 

To anybody else reading this post suffering similar problems, I was a little frustrated but TSG pulled through in the end and assured me this isnt their usual practice. The engineer that turned up was excellent, very professional and he did an excellent job. If anybody has similar problems, give Martin a shout before looking elsewhere, he's a top guy and he'll sort it for you straight away.

Finbar1
Newbie
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Message 5 of 5

Re: TSG (Total Support Group) nightmare..... Look elsewhere and don't go through BT

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TSG are a nightmare and I will be contacting trading standards, ofgem or whatever authority deals with such crooks, I booked an istallation through BT, after missed appointments, promises and BT chasing them up they finally turned up at 7pm on a dark November night to install my aerial, I thought it strange that they were going to install an "outside wall mounted" aerial in the dark, but the wee cowboy recommended installing one in the loft as it gives a better service and there would be no chance of any wearher damage or whatever, As I know nothing about such technology I went along with it, I have had nothing but problems since, missing channels, interference etc. Tried contacting them on numerous occasions, after much buck passing they agreed to send out an engineer.......at a call out cost of £35, with further charges for fixing the fault, I have told them I have no intention of paying them to come and sort out their mess, they don't seem to bothered by the fact that I have paid for an "Outside" aerial and got a loft aerial that I could have probably installed myself.

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