Unfortunately the ISP's still seem to think we all have just one computer to connect to the Internet and they expect you to rip half your network out trying to troubleshoot it. It's going to be interesting on Monday when an engineer comes to visit and activate BT Infinity, I told them to send someone after 3.30 so I can show them the network but apparently they will arrive any time from 1pm to connect only one computer to the Internet. Good luck navigating my maze of cables, routers, 3G basestation and devices if you don't listen to my advice about turning up Mr Engineer. :)
One quick hint....
Use social media!
@BTCare is the account you want. Whenever I'm having trouble with a company, I go to twitter and start to rant. You'd be amazed how quickly they respond. You might even get stuff done more quickly!
I have tweeted @btcare before and it did seem to help.
I tried the same tactic with Sky and got no response though.
Well I've just had another email saying my order has been dispatched and a delivery data of tomorrow. I'll wait to see what happens tomorrow before contacting them again.
He has a complaints team which does have the authority and capability to fix things and it's usually a quick way to get onto their list.
Best be quick though, I just checked to make sure I'd remembered the name correctly and he's in the news today because he's leaving...
Or try Gavin.firstname.lastname@example.org - he's taking over and is currently head of BT Retail which is the bit that sells you your broadband.
I agree about going to Ian Livingstone. You will get a reply from him and someone from his team will look into the problem and get back to you fairly quick. I emailed him a few times, once in the evening and had a reply from him that night.. someone from his office than emailed and rang me the next day...
Originally Posted by jmak
I always choose the option that says 'Press n if you're thinking of leaving us blah blah whatever'. Works for me.
Originally Posted by penfold
This is par for the course for the big ISPs, though. I moved to IDNet a few years ago. On the very rare occasions that there's an issue I call tech support, I'm straight through and I talk to someone who isn't reading from a script. But it costs more. You've got to make a choice between great customer service and price because you won't get both.