Be* terrible customer services yet again

DJMK4

DJMK4

DJMK4

Soldato
Joined
1 Dec 2004
Posts
23,102
Location
S.Wales
Well our local exchange had an outtage this evening lasting 2 hours.

It went down, done all the local checks, then proceeded to phone Be*, was in a queue for 35 minutes starting off at queue position 8 when someone from India answered the call, could hardly understand him, 2 minutes into the call it disconnected.

So...phone back, oh great, queue position 11, so i wait another 30 odd minutes this time, someone from india picks up the call, couple of minutes into the call, it disconnects!! sod this!!..

It took Be* an hour and 10 minutes to put an annoucement on the automated service saying the exchange was down.

As much as i like Be* and there internet service I am not very fond of there customer support services
 
I left Be* due to their customer support. I joined up with them, and the first week was amazing. Fast speeds, good pings. Sadly after 8 days there was an issue at the exchange, drop outs, incredibly packet loss (over 50%) horrendous speeds and pings. 5 calls to the technical support failed to convinve them of an issue, despite me explaining each time the problems and my ideas on what was wrong. 3 weeks this went on for and I eventually requested my MAC and switched to a good ISP. In the end it took half a dozen people on the forums referring Be back to a post we made to convince them to investigate the problem.

My friends have never had any problems with Be and hopefully they won't have, first impressions sadly left me with a bitter taste and I would never go back to Be.
 
VaderDSL said:
I left Be* due to their customer support. I joined up with them, and the first week was amazing. Fast speeds, good pings. Sadly after 8 days there was an issue at the exchange, drop outs, incredibly packet loss (over 50%) horrendous speeds and pings. 5 calls to the technical support failed to convinve them of an issue, despite me explaining each time the problems and my ideas on what was wrong. 3 weeks this went on for and I eventually requested my MAC and switched to a good ISP. In the end it took
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Have to ask, who did you switch to?
 
Went back to an ISP I had used before, IDNet, I pay quite a bit more but whenever I have needed customer support they have always been able to help me out brilliantly. Plus I no longer have to go through BT to sort any issues with my line as my voice package is with them as well.
 
I'm a little surprised, i had nothing but amazing support from Be* - the phone was answered very quickly and any raised tickets were responded to. I was treated by the IT professional i am rather than an idiot which was also nice, maybe it's because i had the business package.
 
at work we have o2 and TitanADSL and the o2 connection at least 1-2 months always has an outage and the titan connection solid from day one!
 
I've always said thats the problem with be*, customer service is pretty appalling at times. Good service when it works but good luck when it doesn't. I also wasn't impressed with the frequency of planned works on their network when I was with them, don't know what that's like these days though.
 
DJMK4 said:
Well our local exchange had an outtage this evening lasting 2 hours.

It went down, done all the local checks, then proceeded to phone Be*, was in a queue for 35 minutes starting off at queue position 8 when someone from India answered the call, could hardly understand him, 2 minutes into the call it disconnected.

So...phone back, oh great, queue position 11, so i wait another 30 odd minutes this time, someone from india picks up the call, couple of minutes into the call, it disconnects!! sod this!!..

It took Be* an hour and 10 minutes to put an annoucement on the automated service saying the exchange was down.

As much as i like Be* and there internet service I am not very fond of there customer support services
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Let me get this right... Theres an outage at your local TELEPHONE exchange... and then you call BE but the line gets disconnected? And then you try again to use your TELEPHONE to call BE to report a problem at your TELEPHONE exchange?

You sound like the customers we get who email us to tell us their email isnt working :/

Also, their support staff arent based in India afaik but some eastern european country :P




Dont get my wrong, I know all too well the frustrations of calling helpdesks manned by people who dont have English as their first language and speak with a strong accent but thats just life these days :/ Just something to grin and bear.
 
Origin said:
You do realise that it is possible to have an ADSL outage at the exchange and still have normal voice telephone access don't you? I've had this a couple of times over the years.
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I do indeed :) I deal with this crap every day!

I was just kinda hoping this guy would have since from his post, it doesnt sound like BE did anything particularly terrible :/ He probably should have tried to call on his mobile.

You should try dealing with bad ISPs before you complain about BE lol.

We resell Griffin, Enta and BE and both Enta and BE support are pretty good on the whole where as Griffin just suck :(
 
So you had an outage in the evening (therefore outside standard office hours) and are complaining that more or less an hour after an outage there was information about it on their support site?

Good luck finding an ISP that provides a service worthy of your custom.
 
I have spoken to customer services at Be* and some of them were onf Indian accent, now I am not saying that they are based in India :) just that the people who I spoke to had Indian accents, maybe they were based in Eastern Europe?
 
Deffo based in Europe as I've had many chats with them in the past. I placed them in around Poland or Romania, especially given their names. I've been with BE for years now and have to say their CS is superb - when compared with past ISP's I've used.

Having a good ISP with a good CS is asking nothing short of a miracle though so its fair to say that not everyone willl have a pleasant experience. Right now through this whole week my upload has been fluctuating all over the place from 400kbps-800kbps when it is normally a rock solid 1.2mb. Couple this with the widespread DNS issues that have been plaguing BE and other isps this week suggests that theres a bigger issue at hand.
 
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