Broadband and Customer Service Complaint

Please find a copy of the email sent to the BT complaints Department after experiencing intermittently loss of my broadband. Both my husband and I work. I have advised on all calls that I am not at home until after 3pm and have been called at 12 noon and messages left on my answer machine advising me that they called. I am sick to death of the disgusting service I am receiving especially when my broadband fees are taken in advance of me using it.

I have this evening waited in a queue for 23 minutes because the line was busy, to go through the same questions again. I went to wireless hub when it first came out and I still have the old hub and I am no expert but I now feel that I need an engineer out to my home and I want to get this sorted out as soon as possible. It is disgraceful that I have to email your complaints Department yet again within days of it supposedly been fixed. I am also told that there is nothing wrong with the hub and that the line is being checked but when am I going to get this problem resolved to my satisfaction.

I am now advising you that unless I have someone out to my home and assure me that this problem is solved I will be contacting the Ombudsman as I have a record of dates times and length of calls names I have spoken with as I find it very unprofessional of your complaints department that I have heard nothing in reply to my email. I see that BT advertise a brand new hub with a cheaper rate of broadband to new customers why am I sitting suffering this deplorable service.

I always believed in BT but I am afraid I think I must be wrong, I have now been advised from one of your call centre agents in IT tech support that he can see from previous records the problems I have had and has now escalated it to have an engineer call me tomorrow between 9-10 am as I am day off so I will contact you again if I sit in waiting after that time.

Once again a very disgusted broadband user

PS – I was asked could I connect my broadband to my phoneline downstairs I advised I am in my 60’s and it was impossible to carry a server unit hub screen etc downstairs and plug it all in also that the line for my broadband was brought in through the roof. What is BT coming to it is a joke.

I am writing to your complaints department but unlike the last time I won’t look for a reply.

Comments 0

  1. I have had the same problem for 6 months,broadband keeps dropping. We run our own business & I spend more time talking to BT than working!!!!

    Not one offer of an engineer bloody shocking,when we move I won't be taking BT with me

  2. BT Are the most disgusting company ever they take your money for nothing they don't want to know if you have a complaint and they don't want to help if you phone them unless you are paying them some money. I can't wait to leave BT GOOD RIDDANCE I SAY. Fiona Brown

  3. BT IS THE WORST SERVICE I HAVE EVER EXPERIENCED IN MY ENTIRE LIFE. I HAVE HAD MANY BROADBAND ISSUES IT KEEPS DROPPING AND COMING ON FOR FEW HOURS.
    THIS HAS BEEN HAPPENING FOR FOUR WEEKS NOW AND I HAVE NOT HAD THE PROBLEM SORTED CAN SOMEONE HELP WHAT I CAN DO?

  4. Our broadband is with sky but our line with BT. Over the last month we have had local connection only. We called sky they said it is BT, BT said call Sky. Sky then sent up a new microfilter – no change. BT engineer came out but said the line was ok (inside) but he was not authorise to check outside.
    Sunday 13 November we have no line whatsoever. I call BT from my neighbours phone – they said it is line theft. I said we need an engineer out.
    Text from BT to say that engineer due to come out 17 November – they call me on the wed to say that it is fixed – it wasnt.

    They came out on the 18 November – but as we were away and a van was in our drive they couldnt access the external wires.

    They should of come out on the 21 november – but never showed up even though we came back early from our holiday

    They should of come out on the 25 november – but never showed up.

    They should of come out on the 27 november but never showed up.

    I have received texts from BT to say in each case they the appointment has been made.

    I cancelled our BT contract on the 21 november but still have till 7 december as our payment is then. Sky will do the switch over then, but as the line is not working and it is BT they cannot fix tthe fault. So we will still not have any line. Fuming…. writing to watchdog

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