BT. Could they be Britains Worst Company ?

[Jim Jamieson]

Over the years I've often heard about the many complaint about BT and to be honest although I shop around for the best deal with other commodities with BT the options are just a bad.

Since going paperless I don't recall actually losing in to check my bills and have just paid what was asked. Ok we have on occasions phoned them up to change or update our plan.

However over the last year we've noticed that our bill is varying quite a bit from month to month and is also increasing in amount.

For several months now I've attempted to login to MyBT without success as it would not recognise my password, which BTW I have recorded in a word document on my PC. Even when changing my password via the security question it also would not recognise my answer, again which is recorded on the same word document.

As a final attempt to get this login problem sorted out I telephone BT and they required my account number as a security question. As I'm now paperless I couldn't find this so they had to post this to my home address. Another call to BT they now had to send out a new PIN number. After yet another call just over 10 days ago which lasted over 90 minutes as the BT guy was having problems trying to sis thing out I was told my login problem would have to be passed to another area to be solved and that they would get back to me within 72 hours.

5 days later and now without email access yet again I called BT, bearing in mind every time I call I have to wait at least 20 - 30 minutes just for them to answer.
This time the guy I spoke with finally managed to re start my e mail access but said that the only way to solve the MyBT login would be to give me a separate e mail address and he arranged for a call back at 6.00 pm the following evening to go through this process.

That was on Tuesday evening of this week and you guessed no call wa received so around 8.30 pm it was yet another call and queuing for a reply. This time the guy noted that a call had been made at 6.15 pm and there was no reply. Well I had been in all afternoon and evening and no one was using the phone so now back to square one and a call was booked for Wednesday evening at 6.00 pm but the BT guy did say there was a two hour window so I waited eagerly for the call back.
Just after 8.00pm I rang them up and this time I placed the handset on speakerphone and prepared my evening meal. I was almost finished eating my meal when the call was picked up and yet again as the problem was being handled by another department I was given yet another call time of 6.00 pm on Thursday evening.

Last night for the third night in a row I sat beside the phone waiting on BT to call back and unbelievably they failed.

As I have had no access to view my accounts for several years and with this appalling service I'm now just so fed up I refuse to call them back.
Instead I'm going to write to Ofcom and let them deal with BT

It's little wonder BT come on top of the complaints pile with telecommunications.

[Walter]

As already said Jim, change to EE, at least your bill will be halved

[Gareth.Richards]

Dont forget that BT bought out EE....although their customer service is reputedly to be excellent.

[Jim Jamieson]

EE are also high up in the record number of complaints in the records recently published.

[Walter]

Originally Posted by Jim Jamieson

EE are also high up in the record number of complaints in the records recently published.

Who is left then, perhaps one of the smaller companies , anyone have a good recommendation

[Les4048]

Any time I've had a problem BT have fixed it quickly and efficiently. Can log in no problem and never had an issue there either and I've been with them since I first went on line twenty odd years ago

[Astraeus]

Originally Posted by Les4048

Any time I've had a problem BT have fixed it quickly and efficiently. Can log in no problem and never had an issue there either and I've been with them since I first went on line twenty odd years ago

Me too Les. At least with BT you are dealing with one company and they can't blame the fault or problem with the BT lines!

Chris

[Darcydog]

Sadly my experience of BT places them in the truly dreadful category. Terrible noisy line, regular reporting of this but no joy from the offshore call centre.

BT then recommended fibre optic at a significant price hike but no better.

We then moved provider and by changing the new company will not accept the line with faults on it so BT was forced to deal with the issue. Which they did but the new provider then told us that the Fibre Optic package we had been sold could not be replicated by them as there were no fibre optic cables within miles of our house.

Armed with their report we ultimately got compensation back from BT - but the whole experience of using BT was one of them lying to sell us a product not available to us at the time - and appallingly bad service.

[Darcydog]

Originally Posted by Astraeus

Me too Les. At least with BT you are dealing with one company and they can't blame the fault or problem with the BT lines!

Chris

I understand what you say Chris - but our experience of BT was that because the lines were "theirs" - they did absolutely naff all to sort the actual problem out.

BT's only answer was to charge us way over the odds for a product that proabably would have solved the issue - had it actually been available

I am sure BT do manage to provide a good service to some - but unfortunately the evidence is clear that they let some customers down very badly indeed.

[macafee2]

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