Even though my tech support experience with BT was a week ago it makes me angry to even think about it again and write this review, but people need to know how atrocious the tech support experience is with BT, so buckle up. I had an initial engineer visit who identified a broken fibre component on the telegraph pole in the street. Another appointment had to be arranged for an engineer with a cherry picker van to reach the top of the pole - fine, BT booked this for 2 days ahead. Fast forward to the day and I wait around all day for the engineer and they never show up, and I get NO notification or cancellation message. I call BT and managed to talk to someone who gave the usual platitudes and apologies and they book another one for ANOTHER 2 days ahead. Guess what happened? NO ENGINEER SHOWS. NO NOTIFICATION OR CANCELLATION MESSAGE. I decide to check the BT fault portal and it just says I told them the fault was fixed (I did not) and the appointment was cancelled. By this point I am furious, I have been lied to and had my time wasted again. I try to call BT again to find out what is going on and their tech support line now completely denies you any possible way of talking to a human, and it simply auto hangs up after a message and a text bot spams you saying it is doing some tests, (which are pointless because we're past that stage of problem resolution), and just BOOKS YOU ANOTHER appointment. I had to take a timeout at this point, I'm generally a pretty chill person but I have hit 10/10 anger/frustration. After composing myself I try to find another avenue to talking to a human to get an explanation of what has happened, and some confidence that an engineer will show up. I end up finding the web chat as an avenue to talking to a human. This process was also painful, having to reiterate the timeline of the issue with the customer support reps taking 5+mins for each response, and getting switched between 3 reps was tiresome. After an hour on a web chat, we get the booking for the engineer and their promise that the appointment is definitely confirmed and will happen. Nobody offered an explanation for what happened with my previous 2 appointments, I had to get escalated to a manager and he eventually revealed that BT make appointments with Openreach and give them to the customer WITHOUT ANY CONFIRMATION FROM OPENREACH. So in my case 1: An appointment was made by BT with Openreach 2: BT gave me the appointment date/time 3: At some point Openreach denied the booking with BT 4: BT didn't think to inform the customer and their shoddy automation just marked it as ME closing it. Truly. Mind. Boggling. During the webchat I raise a formal complaint, all this turned out to mean is I get an automated text saying "We raised a complaint and agreed to keep it open until we resolved your query. If your problem has now been resolved, please reply CLOSE. If you're still experiencing problems reply HELP or call us." That's not dealing with a complaint, that's dealing with a fault. Oh and you can't even reply to the text because it's a short code SMS :facepalm: Embarassing BT, it sounds like some executive was hired who just heard that all the cool kids were automating stuff so they decided to force automation into every aspect of the platform without spending the time and effort to get it right. So as a potential BT customer do yourself a favour and choose literally any other broadband provider. I've never in my life dealt with such incompetence from a tech support platform. I'm switching to Sky when my contract is up, BT could offer my entire 2 year contract for free and I would still switch because the stress is not worth the money.
6 months ago
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Alice, Customer Support

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