What’s happening to BT?

I’ve been a British Telecom (BT) customer for more than 50 years.

Over that period I’ve had the odd service issue which has usually been resolved in a matter of hours, occasionally days – without much stress.

We had just a brief divorce, when I moved to another network in the mid 90’s – owing to BT’s inability to provide a broadband service in a rural location. The alternative service failed dismally – causing me to reconcile our relationship and go back to BT

Since then I’ve subscribed to the notion ‘better the devil you know’ – but that’s about to change.

I’d been struggling with a nagging wifi issue since upgrading to BT Infinity.

Curiously, when upgrading to Infinity, instead of utilising the fibre-optic cable that had been planted outside my home many years previously by NyNex, BT decided to bolt the service onto their existing copper wire supply.

Following nearly eight months of problems a BT person convinced me that their SmartHub would resolve all my issues.

I trusted him.

That’s when everything went pear-shaped

From installation I had intermittent issues with the hub going down – only resolved by a re-set and re-boot.

The problems gradually worsened until I was having to re-set and re-boot the hub every morning and every evening.

Several calls to BT achieved little. Having got through their laborious identity checks I was asked to go through the same, time-consuming and fruitless routines time and time again.

After a while I knew what I’d be asked to try next. No-one seemed able or willing to check the notes on my account – if there were any – describing what had been previously tried.

On a number of occasions, being unable to help me, I was put on permanent hold or even cut off.

By this time my frustration was increasing and I was getting angry.

Three weeks in and I snapped and requested a replacement hub – under the Sale of Goods Act I knew the law was on my side.

Foolishly, I allowed myself to be talked around to having BT perform further magic at their end – guaranteed to resolve the issue.

This was despite their prior insistence that the problems had to lie at my end.

As I’d anticipated their efforts didn’t sort anything.

So I rang again to request a replacement – only to be informed that the 14-day window for returns had now closed!

Me pointing out that the law states 30 days for replacement or refund cut no ice – I was stuck with my very dumb and useless SmartHub

Another round of complaints managed to elicit some wonderful excuses:-

1. My poor broadband supply was due to wifi interference from other items in my home.

This was despite the fact that my main computer is hard-wired by ethernet into the hub.

I told that support person that I’d been sold the SmartHub on the promise that it had seven antennae which were guaranteed to resolve all my wifi problems.

Further, as part of my own investigations (I’m a seasoned computer user), I’d disconnected every single wifi appliance in my home – without seeing any change.

2. The hub was too close to my computer.

I’ve been using computers (and what were called modems) since their introduction in the 80’s without this issue. I was now being told that I couldn’t have the hub within 3 metres of my computer. That was just bloody nonsense I knew.

3. My ethernet cable(s) were at fault.

I’d already crossed that bridge and swapped out every single one. Having several computers I was also able to test and prove their efficacy.

4. It was definitely my wifi – there was nothing further they could do – end of conversation. Effectively “Go away!”

At this stage I decided to cut my losses and move to another provider – unfortunately this was about as easy as getting a decent level of service from BT.

I asked to be put through to their Disconnections Dept – but was told BT don’t have one – now there’s a real surprise. They put me through to customer services.

I was told by them that my contract couldn’t be cancelled unless an engineer or support person was to put notes on my account stating that BT was unable to provide me with an acceptable level of service.

They’d put me through to someone who could help me.

It was then back to square one – going through the same tests and checks, with yet another service person, which only led us back to the conclusion that the hub I had was faulty.

But now, after Lord knows how many futile phone calls and hours and hours of wasted time I believed I finally had a result.

For the first time this BT person actually agreed that the hub must be faulty and said he would arrange for a replacement to be sent out the following week.

That was on the Friday. The following Tuesday I phoned to check when I could expect the new hub.

Once again, this BT person insisted I go through all the system checks first.

Finally, when every option had been exhausted he advised me that yes, the hub was on order and on its way. It would be delivered to me the following day.

The following day I waiting in, all day – for nothing.

At five pm I phoned to query the delivery time.

The BT person was adamant that the system check routines had be followed.

I was just as adamant that I’d had enough.

The bombshell was then dropped that no order had been placed for a replacement hub.

At that point I’m ashamed to say I lost the will to live – and lost my temper.

On the receiving end of my vitriolic outburst this lady, Emma, was more patient and understanding than I should have expected.

After listening to my tirade she assured me that she would order a new hub – and she would personally ensure that all my problems would be resolved.

I’m sorry Emma but I’m not holding out much hope.

She said she’d confirm the replacement of my hub by email, with a tracking number.

Two hours later I’m still waiting.

I’ve been in business for 40 years and never, ever encountered so many lies or such a lousy level of customer service.

In fact it’s so poor it shouldn’t be allowed to call itself a ‘service.’

BT Customer Services is pure oxymoron, misrepresentation, spuriousness and sophistry

If you have any BT shares I cannot see how the business can survive – ditch them all – pronto.

Stop Press: It’s been a day since I penned this item. I’ve just received an email from BT – telling me they’re making my services even better – I can save money on BT Mobile (which I don’t use) and they’re protecting me from nuisance calls – does that mean BT will no longer be contacting me?

And, of course, they’re increasing their charges.

I think it’s time Mr Branson and I had a conversation.

Postscript: Emma came good, the new SmartHub arrived and it’s proved to be a real SmartHub. Not only a strong, consistent signal, but wifi throughout the house.

The only question I have is why it’s taken BT so long – and why don’t they employ more Emmas?