BT are ****e

[Blue Flame]

OK Avin a rant now.

Last night the Broadband stops working. Reboot the router - nothing. Service Provider - Orange

I also have a work line so boot up the laptop. Nothing. Broadband down on that as well. Service Provider - Fujitsu.

Hmmm methinks - Nip over to neighbours across the road, Their broadband is down as well - Different service provider again.

Must be a local exchange problem I think so phone up BT.

Well after a few minutes going through the 'press 1, 2 3" options I eventually get asked the question. "If this is a fault with your broadband connection press 1" - I press 1 wait a few secs and get the message " Your broadband connection is not provided by BT contact your service provider - goodbye" and the connection is cut. "Feck Feck Feck" i think :smt086

Phone back and act dumb. Refuse to press any buttons till the computer gives up and sends me to an operator. After explaining very carefully that the broadband is out for (at least) the whole street and with multiple different service providers I get a long pause and eventually a "Can't help you mate, I hear what your saying but your line is fine for phone calls and you do not have broadband with BT, Contact your service provider, goodbye".

Total crap. Ten minutes later (some three hours after everything went down) & whilst on the phone to Orange at £1.50 a minute my work line kicked in immediately followed by the home line. It is clear to me that there was a fault or that BT were working at the exchange. ****e service and nothing I can do about it apart from moan on here.

RANT OVER

Thanks - feel calmer now ;)

[kwak zzr]

BT are rubbish and they charge me £37 to use there line for 3 months! the sooner i swap to tiscali phone line in december the better, theres is free!:)

[Moffatt666]

For all technical faults you MUST phone your provider as technical faults are no longer handled by BT but by BT's subsidiary, Openreach. Openreach act independantly of BT and othe operators but are part of the BT Group and will bill your provider accordingly. So in future, don't blame BT for 'crap service' when your documentation will say to ring your provider.

[/counter_rant]

[Blue Flame]

So I would have had to phone both service providors for my work line and the home line for a fault that is still BT's. ???????

I don't give a **** that BT's have different subsidiary companies. Can they not communicate with each other ???????

It's all still BT and the fault was clearly not a service provider one as I clearly explained

/ counter counter rant. ;)

[thedonal]

It's kind of a food chain thing. Who has contracts with who- your broadband providers are paying for the use of the BT lines to give you a service, so it's their job to bust BT's balls about any line faults in the broadband hardware.

Frustrating as it is for you to phone 2 companes up for a problem wth BT's hardware, BT are going to be getting earache from several different ISP's about it, so perhaps that would be some comfort?

Otherwise, I reccomend a good bout with a punchbag. :o]

[kwak zzr]

For all technical faults you MUST phone your provider as technical faults are no longer handled by BT but by BT's subsidiary, Openreach. Openreach act independantly of BT and othe operators but are part of the BT Group and will bill your provider accordingly. So in future, don't blame BT for 'crap service' when your documentation will say to ring your provider.

[/counter_rant]

does somebody work for BT?:rolleyes:

[Lissa]

does somebody work for BT?:rolleyes:

If you worked for BT would you admit it? It'd be nearly as bad as admitting your a postman

*running away very fast*

[Stig]

If you worked for BT would you admit it? It'd be nearly as bad as admitting your a postman

*running away very fast*

LMAO. I work for BT. I have to say though not telephony or broadband. However, I do have BT broadband. I have only ever had a fault once with my broadband, I phoned them from work, they sent an engineer to my house the next day, messed with my internal telephone wiring and now my download speed it superb and has never gone wrong since. :wink:

It's true though. If you have a problem with your broadband you should be speaking to your provider. The provider rents the line from BT so your provider is the customer not you.

[ASM-Forever]

LMAO. I work for BT.

<Makes a mental note for when BT broadband next packs up>

[Moffatt666]

I also work for BT, or more correctly, Openreach.

[dirtydog]

BT are ****e


Don't hold back now, just say what you mean ;);)

[tigersaw]

I dont think BT are ****e at all, in fact they are pretty good. What is ****e, and the most ****e of any company ever ever, is their customer services.

[Blue Flame]

I dont think BT are ****e at all, in fact they are pretty good. What is ****e, and the most ****e of any company ever ever, is their customer services.

Yeah but the customer services is 'the face' of BT so by definition ......BT are ****e.;)

Remember that this rant of mine all started because I knew it was a BT problem. At least three broadband lines were down in my street all 'provided' by different companies down BT lines.

OK then BT employees here is another angle. Be open to some customer feedback.

I am your customer. I am your customer because I pay you for line rental and voice phone calls down the same line that I now also get broadband from. Its all the same wires and voices were coming down that line provided by BT for many years before you also piggybacked broadband onto it and opened that part of the line up for rental to other companiies.

I as a customer perceive the whole physical provision of that service still to all come from BT. I always will..... its an old man thing (Just like we all still call up 'The Gas Board' when there has been no such thing for about twenty five years or so). ;)

Do you realy want to **** me off and jeapordise the revenue for the line rental and voice calls that I pay you every month on the basis of what I perceive to be a 'dollies out of the pram' attitude to me because I do not also pay you directly for the broadband part ?? And surely these other service providers pay you when I pay them for the wee broadband bit?? So I am both a Direct and an Indirect customer but a customer all the same. If I get ****ed off and go then you lose out on all sides. You lose my direct payments to you and the indirect payments from the service provider.

Do you still say I am not your customer? As far as I am concerned I am. Reconsider how you as a company can change your customer focus to accomodate that.

[Moffatt666]

Yeah but the customer services is 'the face' of BT so by definition ......BT are ****e.;)

OK then BT employees here is another angle. Be open to some customer feedback.

I am your customer. I am your customer because I pay you for line rental and voice phone calls down the same line that I now also get broadband from. Its all the same wires and voices were coming down that line provided by BT for many years before you also piggybacked broadband onto it and opened that part of the line up for rental to other companiies.

I as a customer perceive the whole physical provision of that service still to all come from BT. I always will..... its an old man thing (Just like we all still call up 'The Gas Board' when there has been no such thing for about twenty five years or so). ;)

Do you realy want to **** me off and jeapordise the revenue for the line rental and voice calls that I pay you every month on the basis of what I perceive to be a 'dollies out of the pram' attitude to me because I do not also pay you directly for the broadband part ?? And surely these other service providers pay you when I pay them for the wee broadband bit?? So I am both a Direct and an Indirect customer but a customer all the same. If I get ****ed off and go. You lose out on all sides. You lose my direct payments to you and the indirect payments from the service provider.

Do you still say I am not your customer? As far as I am concerned I am. Reconsider how you as a company can change your customer focus to accomodate that.

You see, this is where the complication lies. You rent the line from BT but pay the call costs to a 3rd party. Because you pay a 3rd party for calls and BB, you are not a BT customer as such. Because of the way it works now, if you have issues you MUST phone your provider and not BT - BT cannot do anything for you when you pay another company.
When you do have an issue and an Openreach engineer is called, Openreach will then bill your provider for work undertaken whether it is BT, Tiscali, AOL, etc. Because Openreach is operationally distinct from BT, all issues must be resolved with your supplier. Just as no one will call nPower when their supply is from Powergen, it is fruitless to call the former incumbent supplier, BT, if you are a customer of Tesco Broadband.

EDIT: By the way, it is not something that was actively instigated by BT, the company was forced to introduce this method of working by Ofcom - the regulator.

[Blue Flame]

You see, this is where the complication lies. You rent the line from BT but pay the call costs to a 3rd party. Because you pay a 3rd party for calls and BB, you are not a BT customer as such.

No you are wrong there..... I pay for my calls and line to BT.

It is only the broadband part that I still pay BT for (indirectly through another company).

But irrespective of that I would have thought that BT as a company would want to know as quickly as possible when a fault on their system occurs. That is customer focus.... whether you view me as the customer or the service providor as the customer. You (as a company... not you as a person;)) need to re-evaluate how your stance on who a customer is is perceived by the public.

Anyway.....to use another example of this as far as faults are concerned.

Consider what you do if you smell gas? Is there a host of different numbers to remember dependant on who you pay the gas bills to? No.. there is one number for the whole of the UK despite the fact that the pipes are all owned by different companies now. It is all sorted out between the companies but simplicity for the public and rectifying the fault takes priority.

[independentphoto]

I don't give a **** that BT's have different subsidiary companies. Can they not communicate with each other ???????
;)

"It's good to talk."

[Moffatt666]

No you are wrong there..... I pay for my calls and line to BT.

It is only the broadband part that I still pay BT for (indirectly through another company).

But irrespective of that I would have thought that BT as a company would want to know as quickly as possible when a fault on their system occurs. That is customer focus.... whether you view me as the customer or the service providor as the customer. You (as a company... not you as a person;)) need to re-evaluate how your stance on who a customer is is perceived by the public.

Anyway.....to use another example of this as far as faults are concerned.

Consider what you do if you smell gas? Is there a host of different numbers to remember dependant on who you pay the gas bills to? No.. there is one number for the whole of the UK despite the fact that the pipes are all owned by different companies now. It is all sorted out between the companies but simplicity for the public and rectifying the fault takes priority.

Whoops! Sorry mate, misread the bit about calls!

If there is a problem with voice calls, you'd call BT as is is them who you pay for voice calls but if the probem is exclusively broadband then you need to call your ISP.

With the gas, you'd call National Grid Gas if there was a leak. NGG is in NO WAY a part of British Gas or any other former incumbent supplier. Besides which, the energy regulator has yet to demand an Openreach-type situation with the Gas infrastructure but having said that, there is no need to have an 'emergency' number for phone line issues.

Ultimately, if there is a problem with a particular part of your service and you DON'T pay BT for that service then BT cannot do anything - Ofcom have decided that your operator has to raise the issue with Openreach.

[kwak zzr]

If you worked for BT would you admit it? It'd be nearly as bad as admitting your a postman

*running away very fast*

hang on hang on! the royal mail is rubbish;)

[Stig]

Whoops! Sorry mate, misread the bit about calls!

If there is a problem with voice calls, you'd call BT as is is them who you pay for voice calls but if the probem is exclusively broadband then you need to call your ISP.

I read it that the issue was with the broadband line. He used the BT landline to complain to BT about the broadband. Down the same line it may well be. But different equipment used in the exchange.