Harringay, Haringey - So Good they Spelt it Twice!
Grrrr... BT
HELP! Does anyone know how to navigate BT's hopeless Customer disService teams?
Earlier this month, we lost all phone and internet connection for seven days while changing internet provider. Great. I work from home. After many hours of nagging, pleading, tears, tantrums and two engineer visits we got reconnected. BT offered to waive one day's fixed charges from our next bill as compensation. Yippee.
But now our online bill shows £70 worth of calls made during the seven days when we had no phone or internet. I phoned BT to explain that we did not make those calls and should not be charged for them. They phoned back three times, increasingly confused by the notion that we wanted them to delete the calls from our bill.
Today a cheque arrived from BT to cover the cost of the rogue calls. Maybe this is a new whizz-bang BT customer dissatisfaction strategy. But we don't want to fanny around with cheques from and to: we just want the calls deleted from the quarterly bill due in November and to pay for what we have used.
Is that totally unreasonable? Are there heads we can bang?
Replies to This Discussion
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Permalink Reply by Hugh on
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(I think there's a Tony the Tiger virus afflicting this website! Only wish we could all convincingly chorus "ISPs, they're Grrrrrreat!).
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Permalink Reply by Kit on
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Why not an annual HOL/Tony the Tiger award for less-than-GRReat telecom services to our hood?
I nominate BT.
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Permalink Reply by matt on
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Questions:
1. Were you changing over to BT from another ISP?
2. Were you changing to BT Infinity?
3. Did this include BT Home Hub?
If so telephone calls with this new technology are made over their broadband network. It's called VoIP or Voice over Internet Protocol. Maybe someone used your new connection to make calls, even though you couldn't! Read about VoIP hacking. Useful warning for all of us and somewhat off-putting from using BT Infinity, even if Kit's experience is nothing to do with this.
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