How to deal with BT's customer service?

vistakril — Mon, 04 Dec 2023 11:32:02 GMT

We placed an order in August to get our broadband from BT. They told us the installation date would be mid-September, which at that point was fine.

BT delayed the installation, and we also noticed we had entered the wrong post code while placing the order. (The post code was off by one letter) Eventually they managed to update our info, but still they would just send an e-mail telling us they would install it on xx.10.2016, but no one ever showed up. This happened a couple of times, no apology, just a very impersonal announcement.

It's also impossible to get hold of them. Their call center in India (?) has very limited resources when it comes to dealing with this, and I would just like to talk to some senior manager or whatever here in the UK, as they can probably do something else than just write a ticket. This week we were transferred to some British staff member to discuss compensation, but he hung up on us mid-sentence, and today no one answered.

Also, can we just terminate the contract based on them not being able to provide the service? That's what I'd really like to do but I have no idea what the laws are here in the UK. Everyone I know got their broadband from someone else and had it up and running in less than a week.

I know a lot of people here have dealt with the ISP's here, and any suggestions or tips you have are very welcome.

Re: How to deal with BT's customer service?

AdamC — Mon, 04 Dec 2023 11:45:22 GMT

Hi,

I am sorry for the poor experience you have had. Just to confirm is this a Business account you have setup or Residential? If Business I can look into this for you and assist. If the order has not complete and been installed then we should be able to cancel it from a Business perspective.

Thank you,

Adam

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How to deal with BT's customer service?

Re: How to deal with BT's customer service?