British Telecom (BT), Home Hub Broadband (option 3)

British Telecom... The worst Customer Service in the world... EVER!

I live in Dulwich in south east London. I chose Option 3 with BT Home

Hub broadband when I moved house two months ago and I've had a total

nightmare with British Telecom ever since. Their abject level of

organisation, the confusion surrounding every enquiry, and the

staggering ineptitude of every basic task continues to haunt me. I

could list a woeful catalogue of disasters here but I've wasted too

much of my life on them already. I have spent over TEN hours in total

on the phone to Customer Service (no exaggeration); I now finally

have a broadband connection (not a very good one) but I still don't

have a phone that works. Whenever you call them with even a basic

enquiry, this is what will happen... You will speak to at least 4

different people, some of whom exist in different continents of the

world. You will need to provide each person with your name, your

address, and a repeat description of the enquiry. You will be put on

hold for an eternity (at a cost to you), and sometimes you will be

cut off altogether. You may even be asked to find a screwdiver and

dismantle the phonebox yourself to fix a connection problem. You will

have to threaten murder before an engineer is called out to fix the

problem. You will find it takes an hour, sometimes two, even three

hours (as happened to me, twice) to come to a resolution. You will

experience frustration, stress and anger on an unprecedented scale.

And, when everything is finally up & running, you will have the

pleasure of a sporadic broadband service and the use of a poorly

designed phone. Other customers of theirs have told me similar

stories. Here's a message for all prospective telecommunication

consumers: DON'T CHOOSE BT! And here's a message for BT themselves: I

HATE YOU. The contempt with which you have treated me is staggering.

Your level of incompetence defies belief. You are an insult. When

this contract is up, I will be changing providers, and throwing your

HomeHub and crappy little phone on the fire.

Howie Saunders

Comment On This

Just read Howies description of a bt complaint it was brilliant as the same thing has happened to me including the screwdriver.Mine went a bit further as i was asked to carry my computer , base unit & all into the other room.

I have sent numerous e-mails to bt & a letter, no joy there but only as expected.

Funny thing I got one call back from some unknown person (could n't understand his name) thing that is a clever ploy on bt there.Anyhow he had my letter of complaint & was looking at my e-mail, then asked me the problem about 5 times.The next night rec'd e-mail from bt asking me to explain my complaint, that is what you call imcompitance & total regard for a customer.

Anyway I am trying to seek help in making an official complaint anout the service, anyone any ideas