penfold Posted June 19, 2013 Posted June 19, 2013 I've been dealing with BT and their shoddy customer service for nearly 2 weeks and although I've tried to make a complaint no one has got back to me yet. I was told by one of their operatives that they don't have a complaints department but that can't be right surely? Although the problem is with Broadband and their so called tech support I wan't to make a generic complaint about how poor their service has been overall. Has anyone got any direct contact numbers/email address for their complaints department? It's a bit annoying because a couple of years ago when I had a complaint I managed to speak to someone and the issue was resolved within the hour. This time, I don't seem to be able to get through to anyone who deals with complaints. All I keep getting told is "I can raise the complaint and someone will get back to you" and of course no one does.
sted Posted June 19, 2013 Posted June 19, 2013 i once emailed the md and got a quick response and someone called me back fairly quickly diddnt fix anything though as my issue is their shoddy network
plexer Posted June 19, 2013 Posted June 19, 2013 I've found it's variable we once had an on-going issue that took weeks to resolve but I got a phone call everyday from the operative to update me on what was happening. Last time I was promised a call back from a manager and that didn't materialise, I just keep ringing them telling them how bad they are and that TalkTalk are going to buy me out of my BT contract when I have a problem. We had an issue where around 10:00pm every night the connection was appalling but apparently there was no problem after a week of ringing they miraculously found the issue and fixed it touch wood it's been fine since then. Ben
penfold Posted June 19, 2013 Author Posted June 19, 2013 My problem has been intermittant internet disconnection. They swapped out my old HomeHub2 for a supposedly new HH3. It came as refurbished but worked at the time. Problem has been that I keep getting the same issue but more obvious on wireless. You seem to lose connection to the HH and when it reconnects you get no network. HH thinks everything is ok but you can't get back online until you reboot the router. Since then I've plugged into the HH wired and have found that not all the ports work either so it's probably been a dud since I had it. After going through their "tests" they finally agreed to send a replacement but they have sent it to the wrong address and closed the call down(twice). I've not had a single call back from them. I haven't got time to be ringing them every day unfortunately.
glennda Posted June 19, 2013 Posted June 19, 2013 Move to Zen they are brilliant - move expensive but you always get to talk to somebody who knows what they are talking about!
penfold Posted June 19, 2013 Author Posted June 19, 2013 Move to Zen they are brilliant - move expensive but you always get to talk to somebody who knows what they are talking about! I will move, but only just re-did my contract in February for 12 months so kind of stuck for a little while longer.
glennda Posted June 19, 2013 Posted June 19, 2013 I will move, but only just re-did my contract in February for 12 months so kind of stuck for a little while longer. if its that bad then it is not fit for purpose! What diagnostics they made you do? Noise test etc? One of the beautys of Zen is the management portal, you can do line tests and view all the info on your own line. It is slightly more expensive (£25.50) per month for 100Gb but its zero contention and you can get line rental for £11 which saves against BT
plexer Posted June 19, 2013 Posted June 19, 2013 I pay £10 p/m for BT unlimited, if you want it sorted you'll have to do what it takes I'm afraid and hound them. See if an alternative provider is willing to buy you out of your contract or just tell BT that anyway and if they don't sort the issues that's what you'll do. Ben
sted Posted June 19, 2013 Posted June 19, 2013 I had something similar turns out some bozo had an old digibox (or some such) with a faulty psu every night when he came home an turned it on everyone on the cabinet im connected to had either really slow (as in 0.03mb) or no internet took bt ages to find it and they cant force the owner to discard the device
AMLinington Posted June 19, 2013 Posted June 19, 2013 I remember when BT vision first went out - every time there was a football match everyone in the neighbourhood got shockingly bad speeds. I'd get DCed from WoW constantly.
penfold Posted June 19, 2013 Author Posted June 19, 2013 if its that bad then it is not fit for purpose! What diagnostics they made you do? Noise test etc? One of the beautys of Zen is the management portal, you can do line tests and view all the info on your own line. It is slightly more expensive (£25.50) per month for 100Gb but its zero contention and you can get line rental for £11 which saves against BT The tests they originally wanted me to try was to basically connect everything wired and delete my wireless network and recreate it with a new name. Eventualy they sent the replacement HH which is what I've been having issues with over the last couple of months. With this new HH I have had problems with the internal network (which I never had previously) and they ran a couple of tests on the line which they say is fine, and once again after trying to explain to them the I thought the issue was with the HH as I couldn't always connect they agreed to send out a replacement. I think what really gets me is their attitude though, I keep getting told they will gaurentee to solve my problem and fully agree with me, but they don't actually do anything. I don't want them to be my best mate, I want them to do their job. I have been told now that a new HH is on it's way and I've managed to check on the order and can see that they have got the address wrong again dispite telling them 3 times last night. They have the town and street the wrong way round but the house number and postcode is correct so hopefully I will still get it.
AMLinington Posted June 19, 2013 Posted June 19, 2013 The tests they originally wanted me to try was to basically connect everything wired and delete my wireless network and recreate it with a new name. Eventualy they sent the replacement HH which is what I've been having issues with over the last couple of months. With this new HH I have had problems with the internal network (which I never had previously) and they ran a couple of tests on the line which they say is fine, and once again after trying to explain to them the I thought the issue was with the HH as I couldn't always connect they agreed to send out a replacement. I think what really gets me is their attitude though, I keep getting told they will gaurentee to solve my problem and fully agree with me, but they don't actually do anything. I don't want them to be my best mate, I want them to do their job. I have been told now that a new HH is on it's way and I've managed to check on the order and can see that they have got the address wrong again dispite telling them 3 times last night. They have the town and street the wrong way round but the house number and postcode is correct so hopefully I will still get it. Don't you just hate the script monkeys. We diagnose this stuff on a daily basis, 'turn it off and on again' isn't going to help. It gets me really mad. Virgin Media aren't much better though.
penfold Posted June 19, 2013 Author Posted June 19, 2013 (edited) Don't you just hate the script monkeys. We diagnose this stuff on a daily basis, 'turn it off and on again' isn't going to help. It gets me really mad. Virgin Media aren't much better though. To be fair I have asked before now what they were trying to do and was told "I am trying to test the connection" but when you ask exactly what they are trying to test they can't give you an answer. To me this is the problem with shipping out all the call centre tech support out of the UK. The employ people who haven't got the skills. But as you say, you pay peanuts... The other thing that is annoying me is that every time I try to make a complaint, I end up back to the same people because it's about the tech support they offer. I'm obviously being a bit dim & choosing the wrong menu options!! Edited June 19, 2013 by penfold
Geoff Posted June 19, 2013 Posted June 19, 2013 Given that I've written the scripts similar monkies use. I usually am able to give the responses that will get me to the outcome I desire, regardless of how technically inept the first line telephone support is.
glennda Posted June 19, 2013 Posted June 19, 2013 Plug a phone into the master socket and call 17070 select option 2 I think it is and listen to see if you get noise, it should be 100% quiet with no noise - if you do then it could well be that. 1
CAM Posted June 19, 2013 Posted June 19, 2013 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.
aerospacemango Posted June 19, 2013 Posted June 19, 2013 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! 1
plexer Posted June 19, 2013 Posted June 19, 2013 I have tweeted @btcare before and it did seem to help. I tried the same tactic with Sky and got no response though. Ben
penfold Posted June 19, 2013 Author Posted June 19, 2013 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.
jmak Posted June 19, 2013 Posted June 19, 2013 Email [email protected] 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 [email protected] - he's taking over and is currently head of BT Retail which is the bit that sells you your broadband.
Devontechie Posted June 19, 2013 Posted June 19, 2013 Email [email protected] 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 [email protected] - 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...
Earthling Posted June 20, 2013 Posted June 20, 2013 I'm obviously being a bit dim & choosing the wrong menu options!! I always choose the option that says 'Press n if you're thinking of leaving us blah blah whatever'. Works for me.
Flatpackhamster Posted June 20, 2013 Posted June 20, 2013 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.
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