Dear BT Complaints, I can honestly say that my recent experience of BT Broadband Technical Support has been the worst Customer Service experience of my whole life! This is a potted version of events.
- I lost my BT Broadband service on Friday 13th January.
- The service was eventually restored on Thursday 2nd Feb.
- I made over a dozen calls from to BT’s Broadband Technical Support.
- I was eventually contacted by nice man in BT’s Leeds 161 office who got things moving.
- The key issue was that during the process, ‘someone’ cancelled my broadband account, which meant the local engineer could not change the faulty part, even though he knew it was faulty!
- This issue was known to me on 16th Jan when I was called by an engineer who was at the local exchange, poised and ready to fix my problem. So, I asked him to restore the broadband service to my number, only to be told that I had to do it. (WHY I hear you ask!??)
- So I rang broadband support on 16th Jan and asked for it to be done.
- Rang again and again during the week.
- At some point my problem was escalated to ‘level 2’ support, which sounds promising but still didn’t get anything done.
- On 23rd Jan I am rung again from the local exchange to be told there is still no broadband service on the number.
- I ring broadband technical support again, explain the problem, ask them to reinstate the broadband service, and get very angry.
- I repeat this process for the next four to five days.
- I am contacted by the Leeds band of BT guardian angels who take me under their wing.
- Thursday 2nd Feb, and we are finally back online!
Summary of BT Failings
- They terminated my broadband service so that the fault would not interfere with the land line service. However, I have another landline which we use almost exclusively for voice, and the original broadband fault caused me minimal disruption because it was cured by simply rebooting the router. So, they took away my broadband altogether to give me a voice service that I didn’t need! Nice one!
- BT’s Broadband Technical support desk is manned by very well meaning people. However, they do not speak directly to the local broadband engineers and have to rely on notes left on the fault log. This means that I usually knew more about the problem than they did. They also did not seem to grasp that the problem was because the broadband service needed to be restored to my line. (Unless they did know, but didn’t want to tell me that I had been put into a long queue of people waiting for the same thing to be done, or maybe even behind setting up new customers’ accounts??)
- Each time you call the helpdesk you have to go through:
Select the options.
Listen to someone telling me to try rebooting my router.
Re-explain the problem.
And then, after I became a ‘level 2’ issue,
Hold while transferred to ‘level 2’, followed by:
Re-explain the problem.
- This can easily take 20 mins and several cycles through the ‘eine kleine nachtmusik’.