Sold a package with a promise from BT after taking me over from Now TV. Infinity fibre broadband complete with line rental and all local and international calls at £38.00 per month with a payment of £300 to take me over. Who wouldnt jump at the chance hey.?. First months bill arrived at £56.00 so i of course complained online and was told, sorry Mr Stephens but you have been charged for international calls and daytime local calls as you are not on a call plan, would you like me to add this to your package.?. Very confused and after a long discussion and a complaint i was charged an extra £7.00 brining my monthly cost to now £45.00 and not the £38.00 i was promised. I had also not received my £300 which was then discovered to be a ploy and should not have been sold to me. Having a seriously ill and disabled daughter who relies on a constant and reliable service for her needs i accepted again and moved on. Over the next week my service had dropped and connecting became almost impossible with speeds recorded at 0.9mbps and of 3mbs, i also then received a letter in the post from BT stating that there was now a price increase and my monthly package would now be £55.00 per month. Being a full time carer and living on the breadline and also paying for a failing and overpriced service i went online once again to make a complaint. It was then discovered that not only was i paying for a sports TV package that i never asked for and was still being charged for calls. I was fuming and decided to leave. After threats of early termination fees and dozens of calls over the coming weeks BT finally refunded me for some calls and closed my case. I then receive demands of over £500 from debt collectors BPO and was again fuming. Dozens more calls to both companies and BPO pull out sending the unpaid debt to BT. (Are you keeping up?). BT then demand i send my equipment back and send out packaging for me to do so arranging collection and closing the case once again (advisor Josh also recorded by myself at the time). I then receive another demand of payment from debt collectors Moorcroft for now £695.00. Dozens more calls later and then Moorcroft rightfully pull out and the debt is sent back to BT. I now just receive an email from BT stating that they are now passing my debt onto another agency. (Third time lucky i guess). Having recently moved over to Talk Talk and no improvement to my bad service i make a complaint and these kind people send out an engineer, and guess who he works for people.?. BT Openreach. Lol. I am then informed that there is an ongoing fault at the exchange situated at Hawkins road due to corrosion on the aluminium and aging wiring, and a fault on the wiring entering my property is also found to be at fault. Some repairs are carried out and service improves but is still very unstable due to the old wiring used by ALL PROVIDERS, (terrible in the rain), who are charging for a top line fiber service that is in fact impossible due to the condition of the wiring anyway. I am still fighting this disgusting and incompetent failing company along with Vodafone for the very same reason. I am now being harassed by both and will be writing all about Vodafone also so please watch this space.
Where do I begin?
Even though they claim I can access my bill online - I would have to allow them to track my activities while I view my bill and any other account details via cookies that have been deliberately mixed - marketing and essential cookies -to cause obfuscation. According to the GDPR one is not supposed to have no opt out of marketing cookies, yet BT deliberately flout the rules; I say they flout the rules as I have told them. They say as a defense "but other companies use cookies"; which bring us to the next problem - everything you say has to be contradicted, argued and quibbled; you are not allowed to be right, or to go away thinking you have won. Its like they want to control your thoughts, like an adult controls a child.
Every call is a war. You call for something that has no need for them to access the account - such as how does something or other work? - of course they claim they cannot do anything until they access your account.
They constantly claim that you have not tild them why you are calling - yet it is the first thing you do. They even claim this when quite clearly you have repeatedly told them why you are calling - which I have cottoned on to as a tactic by the telephone staff of trying to get you to change the subject - a bit like going to a tarot card reader, and keep going to different tarot card readers, until you get the reading you like; with them just keep saying you need to tell me the reason for the call, until you change the subject to something they are happy with.
They claim they have no account details on the screen, yet quite freely seem to know your last calls and the reasons for the calls, and your name.
They claim that you will not be charged for a paper bill; yet when it comes to the crunch you are charged for a paper bill, and when you call, you are told "that hasnt been written down."
On top of all this and more, there is the situation that there is no customer service that deals with the problems that customer service creates for the customer, and whenever you tell whoever you are on the phone with of what one of their colleagues have done, all that is said too try to wriggle out of commenting on a fellow member of staff is "but I wasnt on that call so I dont know what happened"; these two things combined make the BT telephone staff completely unaccountable.
Awful. Ask not what the call centre staff can do for you, ask what you can do for them.
-Miss sold product
-It took over 5weeks to have Internet installed.
-1 40min phone call reassured it would work by 12pm on the 4th Jan.
-Another phone call.
-I had to take a day off work on the 7th for a emgineer to come round.
-Found the issue was external and I had wasted my time for no reason.
-Television package still not working.
-Broadband works for 18 days however we are informed we have gone over our usage (40gb) even though I was told we have unlimited.
-2 phone calls - 2hours wasted, told that sky want to take over the line and we were being disconnected, I told them we didn't want this and was the first we'd heard of it.
-Internet works again.
-Broadband stops working on the 26th.
-Follow online instructions.
-Hour phone call doing line test.
-Promised call back, this does not happen.
-Another phone call having to repeat myself again - told issue would be resolved in 48hrs.
-Still no solution another phone call having to repeat myself again.
-Sent email with details - no response.
-Complaints team call me when I'm at work I request call back they don't call between hours agreed.
-Another phone call and I am once again having to explain myself while
Being put on hold.
I am disgusted in this customer service. I have never been treated so poorly in my life and would never let anyone I knew go through the ordeal I have had to experience.
Hours on hold listening mind numbing crackling music. Incompetent staff who pass me around so I have explain myself every time. I want a email address so I can speak to one person and I can actually reply at times that fit around my work and commute. I leave the house at 6.30am and get in 7pm. I have been unable to do my work emails. Watch the subscriptions to Netflix, Amazon prime and the tv package that I'm paying for. And data on my phone ran out.
Issue still unresolved!