Soldato
- Joined
- 23 Dec 2013
- Posts
- 3,547
- Location
- North Wales
We have been a BT customer for over 9 years and decided to leave them late last month due to having enough of the god awful customer service. In the last 3 weeks they have demonstrated exactly why we are leaving them.
Our HH4 which we paid £35 (was a big mistake!) so it was not bound to a contract. About 4 weeks ago that HH4 went fault and couldn't maintain an ADSL connection. We paid for it in January so it was still within it's 1 year warranty, by law. I'll give a brief timeline how this panned out:
8 November - Contacted BT regarding the dropouts via livechat, they ran a few tests and came to the conclusion that the line had a fault. The engineer was booked for Tuesday 11 November. Live chat lasted approximately 25 minutes.
11 November - Engineer runs a few tests on our line and goes to the cabinet and exchange. About an hour after arriving he says that the line is fine however said that he'd made a few adjustments to the line. This seems to temporarily fix the issue.
12 November - Internet starts dropping out again. Straight back onto the live chat again, stating clearly that the issue was not resolved. He then insists on going through the same script again, this time apparently it's our HH4 that's faulty. Was promised a replacement within 1 - 2 weeks as they were awaiting stock of HH4's. This time lasting approximately 20 minutes.
26 November - Ring to ask where our replacement home hub is. He then proceeded to say that the HH4's were never out of stock and it wasn't sent or registered on the system due to a "technical problem". At this point i admit i got quite angry and told him to send one immediately. Which he claimed that he did. "Very sorry sir, new one will be sent in 2 - 5 days." Call lasting approximately 15 minutes.
1 December - No sign of new hub, yet again called BT to ask where it was. Was told the order couldn't be created as the hub was apparently "in contract". I then told him it was paid for outright and was never "in contract", he then says he'll put me on hold while he checks my account. 10 minutes on hold he returns saying it was an "error on the system". The new hub was finally on it's way according to him. Asked to get MAC code to leave and was put through to customer retentions. The lady then apologized for the problems and promptly supplied our MAC code. Call lasting approximately 45 minutes in total.
2 December - Was phoned by BT to say there was an issue replacing the hub due to us leaving BT, immediately disputed that saying it was bought off-contract. He then said as we were leaving BT he couldn't replace it, i tell him all electronics have a 1 year warranty BY LAW regardless of contract. He then puts us on hold for 15 minutes to speak to a manager. Comes back saying they will FINALLY be replacing the HH4. Gave us an order number too. Call lasted approximately 30 minutes
Needless to say, after spending over 2 hours on the phone and live chat to BT just to get our stable internet back. We are now leaving BT for Plusnet. Never EVER will i ever go with BT again. Absolutely dreadful.
TL;DR - BT's customer service is an utter joke.
/rant
Our HH4 which we paid £35 (was a big mistake!) so it was not bound to a contract. About 4 weeks ago that HH4 went fault and couldn't maintain an ADSL connection. We paid for it in January so it was still within it's 1 year warranty, by law. I'll give a brief timeline how this panned out:
8 November - Contacted BT regarding the dropouts via livechat, they ran a few tests and came to the conclusion that the line had a fault. The engineer was booked for Tuesday 11 November. Live chat lasted approximately 25 minutes.
11 November - Engineer runs a few tests on our line and goes to the cabinet and exchange. About an hour after arriving he says that the line is fine however said that he'd made a few adjustments to the line. This seems to temporarily fix the issue.
12 November - Internet starts dropping out again. Straight back onto the live chat again, stating clearly that the issue was not resolved. He then insists on going through the same script again, this time apparently it's our HH4 that's faulty. Was promised a replacement within 1 - 2 weeks as they were awaiting stock of HH4's. This time lasting approximately 20 minutes.
26 November - Ring to ask where our replacement home hub is. He then proceeded to say that the HH4's were never out of stock and it wasn't sent or registered on the system due to a "technical problem". At this point i admit i got quite angry and told him to send one immediately. Which he claimed that he did. "Very sorry sir, new one will be sent in 2 - 5 days." Call lasting approximately 15 minutes.
1 December - No sign of new hub, yet again called BT to ask where it was. Was told the order couldn't be created as the hub was apparently "in contract". I then told him it was paid for outright and was never "in contract", he then says he'll put me on hold while he checks my account. 10 minutes on hold he returns saying it was an "error on the system". The new hub was finally on it's way according to him. Asked to get MAC code to leave and was put through to customer retentions. The lady then apologized for the problems and promptly supplied our MAC code. Call lasting approximately 45 minutes in total.
2 December - Was phoned by BT to say there was an issue replacing the hub due to us leaving BT, immediately disputed that saying it was bought off-contract. He then said as we were leaving BT he couldn't replace it, i tell him all electronics have a 1 year warranty BY LAW regardless of contract. He then puts us on hold for 15 minutes to speak to a manager. Comes back saying they will FINALLY be replacing the HH4. Gave us an order number too. Call lasted approximately 30 minutes
Needless to say, after spending over 2 hours on the phone and live chat to BT just to get our stable internet back. We are now leaving BT for Plusnet. Never EVER will i ever go with BT again. Absolutely dreadful.
TL;DR - BT's customer service is an utter joke.
/rant
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