Bt British Telecom And The Ongoing Saga

Jan Leeming

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Jan's Blog

Computers and the internet are amazing things. One of my concerns with putting together this site was that it could remain current, yet with all my travelling I've often much to say, but little time to say it. Years ago when reading the news it would take me days on end to reply to the kind letters people sent. Now, with the magic of the modern age, I can keep you up to date with what I'm doing and other events in my life.

BT - BRITISH TELECOM and the ongoing Saga!

Date: 21st August 2011

BRITISH TELECOM (more like Telecom India)

What an appalling service one gets from our oldest Telephone Provider with whom I have been a customer all my adult life.

I’ve always had dodgy Broadband despite paying top whack for the lousy service. ( Also - This year, my landline has gone down twice and there’s a minimum wait of 5 days for an engineer. All to do with out of date equipment and an old Exchange)

Broadband goes on and off like a light switch and when one phones the fault line, you get a Call Centre in India. The operators are always polite but, oh my goodness, most of them have such heavy accents it is very difficult to understand them. Today I nearly threw the phone out of the window. I’ve now spoken to three different operators, have a Work Number for my faulty service, have spent nearly two hours on the phone and many a time feel as though they are reading off a sheet when they repeat the same explanation for the umpteenth time as though you are the idiot. Today I gave up having had conflicting responses from all three of the operatives and then being put on hold because they were exceptionally busy - you bet they were, with complaining customers. i had to get to the Cathedral and simply couldn’t hold on any longer. So there’s an engineer coming here whilst I’m away and when I join the queue again, if I’m lucky, it will be another five days wait for anything to be done.

I have to say I find the same problem with many a British Call Centre and even many of the programmes on TV for which I need subtitles and my hearing is exceptionally good.

Apart from the lousy service what also makes me see Red is that large Companies are allowed to set up Call Centres on the other side of the world where labour is cheaper thus increasing their profits and yet I’m sure there are many British youngsters who would be capable of doing the job. But no, we taxpayers are left picking up the tab for the unemployed many of whom would be employable. I think it is a scandal.
I’ve never met anyone yet who has a good word to say for Call Centres particularly those Offshore.

And to add insult to injury, at the moment, BT are advertising very very special rates for new customers, leaving the old faithfuls to stew in our own juice or go purple with anger.

My own son got a degree and had two years looking for a decent job during which time he worked in Call Centres and an Off Licence. He knew he’d never hear the end of it if he didn’t work. But then I’m an oldie with old fashioned ideas about discipline and a work ethic.

A Very Annoyed Person.

29th August - and the story continues

BT continued

So what happens - I’m left an almost unintelligible message from the Indian Call Centre advising me that there is a fault on my line - no prizes for that - and that I need to place a request for a visit from an engineer.

As I was just about to go to Berlin, I did nothing. So, there I am in Berlin and my mobile rings - a very nice chap called Dave is at my flat but can’t get access - Grrrrh...... So I told him what I told the chap in India that I am out of the country for a week.

This is followed by three phone calls from BT in the UK - all being picked up and paid for by me - advising me to make an appointment on line. I am in a foreign country and not in front of my computer...............................

After the usual frustration of phoning the BT number and listening to several minutes worth of options, then being told I am in a long queue but have the option to be phoned back I naturally chose the latter. This time it worked - it hasn’t always in the past.

So today another nice engineer calls and does what he can. Within minutes of him leaving, the Internet went down again. Apparently the problem is too many people in the vicinity all trying to get on to Broadband. The suggestion is to get the latest new BT Hub - my other one is only about a year old. So far so good except that by accepting the new Hub (gratis and you can’t pay for it) I am locked into BT for another year. Talk about getting you coming, going and backwards.

Ah well!

However, I go back to my first complaint. Why does the Government allow large Multinationals to outsource their Call Centres - shutting down Centres here and throwing people on the Dole who then claim the benefit that we taxpayers are funding. Not only is this demoralising for those who want to work but instead of them earning and paying taxes to the Daft Government, they are a drain on the country. I give up - is there one iota of COMMON SENSE possessed by even one member of the Government - I doubt it. 

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