A bit of a moan... (BT)

Member Name: Loopylooploo

Product:	BT
Date:	22/05/09 (22 review reads)
Rating:

Advantages: Has potential

Disadvantages: Too many computer glitches

I have recently moved to a new area, so naturally had to think about getting a telephone line reconnected, particularly if I wanted broadband later on.

My experience with BT could have been better, if I'm honest. On the first account, it was a problem with their website, which although indicated from my end that an order for the telephone connection had been received (I even had an e-mail through giving me one reference number), I received nothing else from BT for several days. A point for later - I also obtained one of the online deals (nothing much, but something like 'if you ring it'll cost this much, but do it online and it would be three pounds cheaper a month'. Something like that, though I cannot remember actual figures).

Anyway, having heard nothing, I rang BT on my mobile, which is 'Pay as You Go' so you can imagine my reactions later on. Anyway, I spoke to someone and they could not find any trace at all of my order and they said I should have received another reference number, which would actually have been assigned to my particular request. Would I now like to place an order over the phone? Yes, please! This then took another ten minutes of questions and answers. Then, their systems crashed. Could I wait a few moments? So I did. It took another forty minutes to get my order complete.

On the plus side, my phone line was up and running within seven days and a direct debit was set up - BUT, as I set up my order over the phone, I did not receive the cheaper online deal. Perhaps I should have created a fuss but at this point I just wanted to get off the line and was almost out of credit.

Over the following week I received several letters in the post from BT. Okay, fine. Then I started getting an extra set of letters in the post. What was going on? Well, do you remember my original online order? Yes, three weeks later, BT was giving me a phone line based on my original order. They had also set up another direct debit on my bank account.

I then rang BT again. After ringing several customer service lines - I even ended up speaking to this poor IT bloke who was pretty freaked out by getting an external call - and I finally got through to someone. This was about thirty minutes later. I explained the situation. The chap on the phone was very understanding and it clearly showed that there had been a mistake. Such was the mistake, it turned out, that BT had me registered not only for my correct order, but this second order, from what I could understand, was actually setting me up to pay for a complete stranger's telephone and line rental on the other side of the village.

I have been having a rant, I know, and after this debacle, I have had a reasonable service from them - largely by avoiding anything to do with actually contacting them. The thing is, however much computers may have been at fault, this could have turned out to be a traumatic and prolonged affair.

My personal experience would tell me to only give a 1 star - when it came to Broadband, I looked elsewhere, and will probably change telephone line services soon. However, I do genuinely feel that BT could offer such a valuable and reliable service, and for that I give it 3 stars. I am hoping it fulfils its potential.

P.S. I hope it also lowers its costs.

Summary: A phone company that could be so much more