When is a 24hr Helpline Not a 24hr Helpline?

[stwat]

I have been on BT Infinity for about a month now and it is fantastic

We have a download speed of around 37 meg and an upload of around 10 meg.

The engineer who fitted it was brilliant. The main computer is upstairs, well away from the main phone line entry point.We had been using LONG extensions with the old service and that was causing problems. He moved the main socket upstairs right next to the main PC. The install was fantastic and done without any mess at all. Any crap he made by drilling etc he cleaned away. Unlike the freesat installer who made lots of mess when drilling into the bedrooms for each box and left us to clean it all up!!!

So a massive hats off to BT and engineer Steve who did a fantastic job

The speed we now have is fantastic. Installation was free and the cost is exactly the same as we were paying for snail pace BB.

 

[grober]

A true test of any internet service provider is how they deal with problems. Many of us are lucky enough to have years of trouble free connection so are blissfully unaware of the inadequacy of any customer services never having put them to the test. I can only suggest doing your research using the many review sites and forums on broadband service providers before "jumping ship"since the phrase fryingpan into the fire comes to mind. With any ISP sometimes its just learning which "buttons to press" which normally equates to finding the right person/telephone number to call . Unfortunately sometimes they simply don't exist.

 

[Beetnik]

I was with BT a few years ago. My line kept dropping. I complained. No reponse. I complained. No response. etc. I complained to their complaints resolution service. They responded that they couldn't intervene until the original department responded. (We were now several months in). Having repeated all the above and got nowhere I complained to the Ombudsman who couldn't intervene until BT responded...

The line was fixed about three months in but my complaint (about the lack of response etc.) was resolved after just over a year. That was when I discovered their compensation scheme which paid out on a daily basis for each day a complaint was unresolved (over and above a reasonable time).

I ended up several hundred pounds better off for my efforts when, to be honest, if someone had had the cojones to put their hands up and apologise at the three month stage (when the dropping line was resolved) I'd have been satisfied at the outcome.

 

[MBK]

Had very good experience with BE customer support.

Their website is:

www.bethere.co.uk

(and apparently they are somehow linked to O2 - not sure exactly how)

The help-desk is based in Bulgaria, but it is 24x7 (really) and the Bulgarians are actually very helpful.

I'm with BE aswell and very happy with their service and the speeds that I get, I did change the router to a Draytek 2800 though but that was just for personal pref.

 

[JOB-BLACK-RAT]

On the same sort of theme I thought I could mention my helpline story that may raise a smile...............

So I felt a tightning of the chest and shortness of breath, nothing me thinks, typlical man thing....just ignore it, it'll go away.

Nope....gets worse....must be bad as other half is now online with NHS direct.

Indicates to call the 24hr help line NOW.

Call NHS direct.


Call handler: '30 you say sir?...........chest pain?...........tingling in arms?.............'

Her next line? I sh*t you not, 'dont panic but your most likely having a heart attack, remain calm Im sending an ambulance'.

NOW im having REALLY bad chest pains, sweating clammy and racing pulse.

Ambulance arrives, chew on half and asprin and off to A+E...............chest hair shave in patches and sticky plugs glued on.....

Yeah........it was...............indigestion............thanks NHS direct

Have never been SO ashamed of wasting peoples time in my whole life!!

 

[Dryce]

Yeah........it was...............indigestion............thanks NHS direct

Have never been SO ashamed of wasting peoples time in my whole life!!

Don't be.

It's not always indigestion. Better to have the ECG and an all clear than prevaricate and die.

 

[Smarties]

My BT download speed is around 1.4, and has been since Christmas, which makes it virtualy impossible to work online. My previous experience of their Indian call centre is why I haven't rang to complain.