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BT's poor broadband, threats to cut me off and and terrible customer service.
Hello all, would be grateful for any advice or opinions on our current situation with BT.
Since the ne year we have had intermittent issues with Broadbrand service. We have a connection that goes up and down throughout the day (ie you connect but multiple times will lose the connection and you have to reset hardware to re-establish-up to a dozen times in an hour or at least until you lose the will to live).
In May it culminated with the broadband conneciton going down for 5-6 days. We arranged for BT to call out etc. They told us that they would refund us and issue a new bill (probably because we had a) had reason to complain re their call centre a few months prior and b) they already had a rather large log of our existing problems).
The prior complaint centred on our telephone service being cut-off when we had agreed that we would pay the bill when they supplied a correct one (they had charged us incorrectly for texts sent from the house phone which should have been included in our call plan). Their customer services assured us that all was well and then we get cut off.
Within 10 days our broadband connection was cut-off and when I called BT they denied that the above conversation had taken place. They told me to pay the bill and wait for my refund.
I refused as a) we already had an agreement and b) why should I be the one who has to pay and then wait for them to deign to give me back my money??
Anyway-we are still having problems with our broadband and BT have given us a discount of £2.55!!!
They have also placed a late payment charge on our account and given us til the 15th June to pay.
Now, I know that I'm probably fighting for nothing but I am so sick of BT. I have had at least 2-3 calls with them a week, plus further communication by email.
The broadband isn't fixed and they expect me to pay full whack for a service I do not receive.
Is there anything I can do...whilst avoiding getting cut off?
Re: BT's poor broadband, threats to cut me off and and terrible customer service.
My fiance had a problem with BT recently. It turned out that her account was in credit by £103. They claimed that there was nothing they can do and politely told her to "go and whistle for it". After she threatened them with reporting them to OFCOM, she had the money back. Might be worth you threatening htem with OFCOM. I've been with BT before, the service is (a) expensive (b) unreliable and (c) the BT homehub is probably the worst item of networking hardware ever made.
BT's poor broadband, threats to cut me off and and terrible customer service.
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