What a terrible service BT provide

[rdmedia]

WE've always used BT for both phones and broadband for many years. We've had issues as we go along of faulty lines and broadband but in the past it's been fixed, *******NOT ANY MORE**************

I REALLY AM CONSIDERING GOING ELSEWHERE.

Since Feb this year we started having issues with the router needing to be reset or it does it on it's own and the speeds we achieve with downloads have dropped from 5mb/s to just over 100kb/s now. No amountof resetting seems to clear it.

5 engineers later and still no resolution/no fault found as far as engineers say.

Phoned billing to get refund and told in a shi**y way, we can't do that till the fault has been found and cleared.

She also said why don't you pay on one bill and save yourslef £9 per quarter.

I'm an ex BT engineer myself now doing other things, i have a pretty good understanding of this line and broadband stuff and how/where the fault might be and what i can do to try and get it sorted, god know how someone who has no technical expertise could cope with trying to get a fault fixed by BT.

They are a total waste of time.

[MOHAMMEDMUKITH]

LEAVE BT ASAP!!!!!

I've been waiting for my business phone line from the 16th August. When they gave it to - they gave the wrong bloody number. So - they guaranteed the number change for the 20th August. What happens????

***** They gave me a FAULTY line *****

I called to inquire, and they PROMISED me that my calls would be diverted. It is now the 23rd August and im still waiting for my call diverts!!! Mind you - im still waiting for my [abusive remark removed by moderators] line too!!!

I would never recommend BT to anyone.

BT have cost me thousands of pounds in business revenue.

BT have made me close down my business.

BT have made me lose my customers.

BT have left 4 people unemployed.

BT are nothing but [abusive remark removed by moderators]!!!

[Fiona]

Hi

Rdmedia - I am really sorry about the ongoing technical issues. I have checked the technical case and have contacted the technical team to see what is happening with the case and what else can be done to try and get this resolved for you.

MOHAMMEDMUKITH - I am sorry to read you are having problems with your BT Business telephone line order. If you private mail me your order number and telephone numbers/ reference numbers involved. I can have a look at the case and try to find out what is happening for you.

Kind Regards

Fiona
BT Business Forum Moderator

[Seraphsailor]

Hi Fiona,

can you help with this one?

We would like to relocate our business to a marina just south of Chichester;  it's Birdham Marina.

This location for HPSA, 3G, GPRS dongle coverage from any provider must be the worst in the UK; no coverage whatsoever.

But: it has BT Openzone; which has not worked for some time time now; I don't know why and local marina management would dearly like BT to fix it as the complaints are multiplying and boats are leaving.

We want to move there, but no internet access prevents this  and you might just be able to help us. You have a location where the only service is wi-fi; with maximum revenue potential and no competition whatsover.

Now you know I'm not an advocate of BT and it's terrible support delivery but to be fair, your service; Openzone, Dongle, etc; when it works, it works well - so - can you help with this one?

[Fiona]

Hi Seraphsailor,

I'd be happy to look into this for you and the Marina Management. If you can please send me a private mail with the Marina's details and a contact name and number for the manager or person in the Marina who we should be discussing this with. I can then arrange for the issue to be looked into, the manager contacted and find out exactly what services they require and look at getting this put into place.

I look forward to hearing from you.

Kind Regards

Fiona

BT Business Forum Moderator

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[Fiona]

Hi

Rdmedia - I have checked the case and can see the technical team have ownership and are in contact with you to try and resolve your connection issues. I will keep an eye on the case.

MOHAMMEDMUKITH - I have still not received any information from you about your Business Line order. I am afraid if you do not contact me with the information i can not check the order or look over the case for you. If i do not hear from you by Friday i will assume you have resolved the issue.

Seraphsailor - If you could also contact me with the details of the person at the Marina we should be contacting, i can get this looked into as soon as possible.

I look forward to hearing from you.

Kind Regards

Fiona

BT Business Forum Moderator

If you like any posts, please click on the star image on the left-hand side of the post.

If someone answers your question correctly please let other Forum members know by clicking on Accept as Solution on the right-hand side of the answer post. Please also consider replying to the post stating that your question has been answered successfully.

[Seraphsailor]

Hi Fiona,

sorry it's taken a while to reply - I don't log on so much now since BT no longer provide Openzone in Royal Clarence (it's been Spectrum for the last two weeks; your BT router, active antenna power supplies, access point antenni, and relays transmitters are all removed and in a pile gathering dust now).

I checked Openzone at Birdham 3 weeks ago and it was down, Apparently BT have been saying that they could not see any problems with the Openzone service at Birdham; but have relented and finally fixed the problem that prevented a service being delivered. I went to Birdham today and double checked service delivery - not just logging on and saying "it works" but running packet loss tests and reliability & speed tests over a couple of hours - it was fine and so we will move our yacht and service delivery to Birdham in a couple of weeks time.

BT appear to have a contract re the Birdham location but it expires in October  (so I am told). BT have lost Royal Clarence (to Spectrum); when Openzone works then it's a good service. When it fails, as it can, then where BT lets itself down is in the resolution process to effect repairs and reinstate services asap - one goes round in circles within BT trying to effect resolution - YOUR solution is maybe to appoint a single point of contact (Account Manager?) for account and PROBLEM management.

I would like to see BT renew the contract post October at Birdham; ask any of your Salesforce - as the incumbent supplier you should have the market advantage over your competitors; but the experiences at Royal Clarence knock a few points off and you could lose a location where only wi-fi works!! so whoever is your Sales Manager needs to be making the pitch to marina management.

Just generally re marina wi-fi , and assuming that it is a target market for BT, then Openzone sales should be hitting the Southampton boat show over the next couple of weeks; talking to all the marina reps,  and developing the sales funnel opportunity!!!!

[Fiona]

Hi Seraphsailor,

Thank you for coming back to me, I am glad you have been able to successfully log into BT Openzone at another Marina. I will certainly pass your comments onto the BT Openzone Sales and Marketing team about the opportunities at events such as Southampton Boat Show.

BTOpenzone have several ways that their wifi service can be made available. All BT Business Broadband customers can open their routers (Business Hubs) to become openzone hotspots. This means they can advertise their premises as a hotspot but don't need to purchase or rent additional equipment, or have additional costs to their broadband connection. If there was an issue with this, it is because of BT Business Broadband and it would be Broadband technical support the customer would contact.

Or Openzone can manage a 'hotspot' in your premises. Like they have in Airports and other venues or areas. This is where Openzone install a hotspot area and manage the whole thing, the company then pays Openzone a rental charge for it in a similar fashion to phone kiosks. If there was a problem with the managed service the customer can contact openzone as they are a partner.

It may be worth the Marina Manager confirming what their service is and their route for support now, so they are prepared if they do need to contact someone for any reason.

Kind Regards

Fiona

BT Business Forum Moderator

[susieshoes]

After 20 years of being a BT customer you have lost me for good.

I have wasted 2 and a half hours of my life this last week that I will never get back, speaking to your incompetant Customer service advisors here and in India, all because YOU OWE ME MONEY!

My service was cut off 4 days early with no explanation, my broadband has been terrible and my Vision box never arrived a few years ago and then to try and get my £150 credit that you owe me was like pulling teeth!

I was put on hold so many times and transferred to the wrong departments and actually cut off twice, because the Indian staff couldn't be bothered, and people kept telling me the wrong information, what the hell is going on BT?

Then it is another 10 minute wait to get through to a person again, It is such a complicated processs to speak to someone and sort out a problem I'm sure people just give up, before they even start!

Get those call centres back in England and get the staff more transparent so they get to the root of the problems.

I was so furious when I got off the phone, my problem is probably not resolved and I will probably not see my cash that you have been stealing from my account over the last 6 months.

BT you need to sort yourselves out.

[DaveA]

Hi,

Sorry you've had problems susieshoes.

Unfortunately this is the business forum and not the residential one, which is at http://community.bt.com

Hope you manage to find a happy place.

Dave