BT Broadband support...unbelievably bad customer service!
Ted C
Posts: 11,730 Forum Member
✭✭
I recently set up a wireless network with bt, but when trying to connect for the first time with the given login and password it gave an error message and code.
So this morning I called the support number that was given on the mail confirmation form BT when I subscribed to the network.
After a while, a guy answered the phone and all I caught was 'BT', nothing else, I had to ask him to repeat himself, and I got a kind of sarcastic 'YOUR NAME, PLEASE' response.
So, I gave my name and the usual verification details. I then described the problem, told him there was an error code and message, and asked him of he wanted the full details of the error message, and the response I got was
'Ah well y'see that's nothing to do with us if you can't get a network connection, there's nothing we can do, but you could try turning your PC off and on again'
I was actually stunned into silence for a little while...no attempt to even listen to what I said, to try and determine what the problem might be, or to even listen to the details of the error description!
And then, I regret to say, I got angry. Not something I am proud of, and something I advocate never to do in those situations...but this really got to me.
The actual words I used were...'You're having a f******g laugh, are'nt you? Turn it off and on again? Is that the best you can do? Is that it? I could get a monkey to tell me that!'
At which point he cut me off.
I kind of regret having lost it...but I was inscensed at this guys attitude...I got the impression he really did not want to be there, and while I kind of understand that on christmas day, he's paid to do a job like anyone else and should at least provide a modicum of help, not just do his level best to get people off the phone, which is how it came across to me.
Not sure what to do now, maybe my name is flagged as an abusive customer...might have to leave it a day or two...
So this morning I called the support number that was given on the mail confirmation form BT when I subscribed to the network.
After a while, a guy answered the phone and all I caught was 'BT', nothing else, I had to ask him to repeat himself, and I got a kind of sarcastic 'YOUR NAME, PLEASE' response.
So, I gave my name and the usual verification details. I then described the problem, told him there was an error code and message, and asked him of he wanted the full details of the error message, and the response I got was
'Ah well y'see that's nothing to do with us if you can't get a network connection, there's nothing we can do, but you could try turning your PC off and on again'
I was actually stunned into silence for a little while...no attempt to even listen to what I said, to try and determine what the problem might be, or to even listen to the details of the error description!
And then, I regret to say, I got angry. Not something I am proud of, and something I advocate never to do in those situations...but this really got to me.
The actual words I used were...'You're having a f******g laugh, are'nt you? Turn it off and on again? Is that the best you can do? Is that it? I could get a monkey to tell me that!'
At which point he cut me off.
I kind of regret having lost it...but I was inscensed at this guys attitude...I got the impression he really did not want to be there, and while I kind of understand that on christmas day, he's paid to do a job like anyone else and should at least provide a modicum of help, not just do his level best to get people off the phone, which is how it came across to me.
Not sure what to do now, maybe my name is flagged as an abusive customer...might have to leave it a day or two...
0
Comments
No idea what you can do as I have never had BT broadband. Hopefully someone will have some advice for you on here. Comes to something when you cant get the help from the place you should be getting it from though!
If you're using Windows you shouldn't need to enter a username, just a password.
Actually, the guy I spoke to was English. To be honest, after that first call I decided I did not want to spend a considerable portion of christmas day on the phone trying to sort out a technical problem, would rather leave it a day or two and wait until I am in a better frame of mind also.
???
I paid for a subscription for BT Openzone, to enable me to use my laptop wirelessly. I was emailed a username and password. I tried connecting remotely, and got the aforementioned error.
It's not like I have not used wireless remote before, I have.
And it's possible there could be something I need to change in my settings or configuration, which is precisely why I called the support line.
And to connect to that you just need the code provided with the box (or create one in the hub control panel).
Probably today they switched over to UK only service then as they do that sometimes. It's usually India though. :rolleyes:
Good idea but you may get someone in India next time.
Sorry the OP didn't say he was setting up Openzone so, like you, I assumed he was using a hub. You don't need a username to set up wireless on a hub, so I assumed his network was set up incorrectly if it was asking for this.
And I'm not wrong about the level of support BT will give you, you were lucky. The level of support that BT give you is indicitive of the OP's problem.