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“Awful customer service”

written by tunworththunderbolt on 29/08/2013

BT are in theory a good company to be with. BT lines, BT (Openreach) engineers, it should all be very smooth.
Just hope you don't have a fault
Contacting BT for a broadband problem is a nightmare.
You are "recommended" to use livechat. Wait time every time I have tried to use c. 10 minutes and is the only livechat I have used where you regularly go the wrong way on the wait list: You are currently no. 10 in the queue, followed by: you are currently no. 11 in the queue!! If you do go the distance I have twice been disconnected at this point
Calling phone help on broadband wait time is always over 10 minutes and due to communication issues with these non UK call centres I have regularly spent over an hour on the phone often on hold. It is hopeless.
It is also unforgivable that BT move their call centre out of the UK to save costs and you still have to wait ages to have the call answered.
The last thing that is so annoying. You have no broadband connection hence the call and whilst on hold the message is "you can find answers to most problems on the internet at BT....." GRRRRRR

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