Poor business broadband support

[JABWP]

This is a business broadband support, options and billing post.

Having taken over our business's phone and IT issues 2years ago I have very few positive comments to make about BT and generally I would rate their system and staff as polite but unhelpful.

We have a BT one account - which supposedly means that all our bills are on the same account but I have had to manually call up and rectify this as we were receiving 2 bills. Although we have a one account it transpires that this is just a one-billing account as they are unable to make any changes to our account and just provide the number of the correct department to deal with - to me there is little benefit of a one account if you don't have an account manager to deal with. Instead you spend hours (I spent 4 hours two weeks ago) ringing different departments to action different aspects of our account - whilst I understand you are a large company this is very poor service.

Having managed to find over £100 per quater of services that we were being charged for that we had never used and probably never wanted I was fairly agrieved to find that to downgrade our broadband accounts from option 3 to option1 we would be required to commit to a 12month contract - this was particularly poor service as I explained that we would be moving offices in the next few months and would potentially need to cancel our contract for one of our broadband lines. Having resolved some of these issues with a helpful member of the customer solutions team [personal details removed by moderators] I then received a voicemail form [personal details removed by moderators] at BT as he wanted to speak to me before making changes to our lines. Having assumed that this was regarding the change of broadband I returned his call and left a voicemail but was never called back. Having called again today and spoken to him it turns out that he didn't even know why he had called but it may have been about a cancelled order two years ago?! I then rang the BT options team to cancel the broadband option change on one of our three lines in readiness for the office move only to be told that it had been more than 7 days (I make it 15days maximum) and therefore it was too late to get out of the years contract. Having explained that I had been waiting for [personal details removed by moderators] to call me back for the past week and no response I then rang him and when I realised it was about a different matter entirely I rang the options team I was told that all I could do was log a complaint - but I had to do this on the website. I went to the website only to find a different number to call only to find that this was a general BT number (so why couldn't the lady in the options team transfer me or make the complaint on my behalf?). I have now logged a complaint and have to wait 7-14days for a response

So overall how would I rate bt business and their broadband - very very poor. All the IT companies I speak to also state that they hate dealing with BT as nothing is simple and enquiries take so long to resolve.

I have to say that having 6-8 different phone numbers to ring and no continuity is dreadful service and I have to say that if it wasn't for the hassle involved I am sure that many businesses like our would happily move elsewhere to a company that cares.

Personally I would expect an account manager or at least someone to provide continuity in complaints and support and I would also expect more than a 'more than my jobs worth' and pass-the-buck attitude to handling complaints.

All I actually want is for one of our broadband accounts to be returned to as it was two weeks ago (out of contract and on option 3) whilst the other two are left with the new changes. The main reason for this as I explained to your staff is that I felt we had been overcharged for option 3 unneccessarily for the past 2-3years and I didn't wish to sign a new 12month contract just to downgrade to a service that was more appropraite for our needs. As it turns out we are unlikely to need this broadband line after 6weeks time and so as I tried to explain to your oh-so-helpful staff I now have to pay you ffor 11months of a service that I don't want!

What amazing customer service - if we all ran our small businesses this way we would have no customers and would go out of business. I would like a complete review of my case and response at how someone within BT might rectify it. I would also request that you review your one account name to perhaps one-bill which is a fairer reflection of the service.

Thankyou

[Alun]

Hi JABWP,

I have sent you a Private Message regarding this. You can access this by logging into the forum and then clicking on the envelope symbol in the top right of the screen. Thanks.

[Alun]

Hi JABWP,

I have not received any details from yourself regarding this. If you can send this information as quickly as possible so that we can get this looked into for you. Thanks again.

[Seraphsailor]

JAPWP;

a very well documented and described review of BT services.

If you would like your issues to be recognised at the highest level with BT  then,  I can't post the emails addresses or phone numbers  here as the mods will remove , but if you want then them send me a message; although it is very easy to find [details removed by moderators] on the web ; and if you google [details removed by moderators] then again the relevant email information is forthcoming

[Alun]

As there has not been anything further on this I am closing thread.