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Shirker
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« Reply #60 on: September 27, 2011, 07:55:21 AM » |
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but it's a relief we're with BT.
I predict that before 27th September 2012 there will be a 'bloody BT' rant... Personally, after being a broadband and phone customer of theirs back when we lived in Snowdonia I wouldn't touch BT with someone else's bargepole, never mind my own. Far and away the most piss poor dreadful customer service and totally inept company out there. |
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Dom
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« Reply #61 on: September 27, 2011, 08:03:58 AM » |
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I think TalkTalk topped the polls as being the worst broadband provider out there at the moment. I've not had any problems with Plusnet thankfully.  |
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familychoice
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« Reply #62 on: September 27, 2011, 09:48:49 AM » |
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but it's a relief we're with BT.
I predict that before 27th September 2012 there will be a 'bloody BT' rant... Personally, after being a broadband and phone customer of theirs back when we lived in Snowdonia I wouldn't touch BT with someone else's bargepole, never mind my own. Far and away the most piss poor dreadful customer service and totally inept company out there. Not even close to TalkTalk, and they've had the fines to prove it. We've already had a bad experience with BT - After we complained about the miss-selling thing we had to ring about 8 times to try and get through to customer support but were repeatedly redirected to support in India. Spent hours and hours on hold, no-one logged the complaint, lots of disconnections, no calls back when promised, but finally, after the last guy kept promising to put me through to his supervisor but didn't (he just kept coming back using a different voice) I screamed very loudly for an uncomfortably long time and he immediately put me through to customer service in the UK. It took 40 hours on the phone and a blood curdling scream to get through to customer service. Still better than TalkTalk though as I'd have had to eat my own leg. The level of customer service is irrelevant for us. We've got a wanky local network managed by Orcs who keep messing it up and knocking everyone offline so it has to be continually reconnected and rebooted. Having to deal with middlemen every time this happens, whether it's Plusnet, TalkTalk or Bob's Broadband Emporium, simply adds another week to the amount of time we're offline and another 40 hours of calls. We're dialling with the devil. |
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Just another shite talking, unemployable Walter Mitty character living in a blinkered brassed-off, ITV-drama-esque world...
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familychoice
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« Reply #63 on: October 03, 2011, 12:50:28 PM » |
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Offline again today, and the service status and support numbers aren't working. I love the BT connection troubleshooter app that tells me there's a problem with my connection and to follow instructions in the browser window it opens, which obviously tells me that it can't connect to the aforementioned online help file. About as much fun as the old Talktalk prerecorded phone support messages saying I can troubleshoot my broadband connection problems by visiting www.youreofflineandwearetakingtgepiss.com |
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Just another shite talking, unemployable Walter Mitty character living in a blinkered brassed-off, ITV-drama-esque world...
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Matt
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« Reply #64 on: October 03, 2011, 12:54:19 PM » |
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Offline again today, and the service status and support numbers aren't working. I love the BT connection troubleshooter app that tells me there's a problem with my connection and to follow instructions in the browser window it opens, which obviously tells me that it can't connect to the aforementioned online help file. About as much fun as the old Talktalk prerecorded phone support messages saying I can troubleshoot my broadband connection problems by visiting www.youreofflineandwearetakingtgepiss.comLoads of people are moaning about BT today, so dont think its a middle of nowhere issue.... if that helps?! |
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Dom
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« Reply #67 on: October 03, 2011, 02:40:43 PM » |
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familychoice
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« Reply #68 on: October 03, 2011, 02:56:31 PM » |
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I asked the two customer care staff I spoke to if there were any general issues affecting their services and they both confirmed there were 'absolutely no issues whatsoever' lol
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Just another shite talking, unemployable Walter Mitty character living in a blinkered brassed-off, ITV-drama-esque world...
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rutty
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« Reply #69 on: October 03, 2011, 03:28:23 PM » |
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So, one power failure can cause such a big problem then BT? I know they're aware of the term "single point of failure".
Reminds me of one incident when there was a fire in a subway tunnel somewhere causing an outage. Some fibres were damaged. Unfortunately, some genius had decided to route both the worker and fallback fibres for a supposed "protected" network through the same tunnel...
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sarahA
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« Reply #70 on: October 03, 2011, 07:32:59 PM » |
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I asked the two customer care staff I spoke to if there were any general issues affecting their services and they both confirmed there were 'absolutely no issues whatsoever' lol
They're trained not to. When I was working down in Cardiff, one Friday afternoon the ADSL went at the office, supplied BT router had died. Monday morning a BT engineer was due and hadn't arrived by the timeslot so my friend, IT manager at the time, called BT business to find out where he was and was told that she had to be patient as they had every BT Business ADSL customer in South Wales to attend to. (I could be wrong but I'm sure she said that apparently they, or someone/thing, had sent a surge down all the phone lines and killed their modems so every one needed replacing). BT Engineer turned up, friend asked if he was busy that morning, his response was no, not at all... |
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familychoice
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« Reply #71 on: October 04, 2011, 06:51:03 AM » |
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They're trained not to.
If that's the case then it's an insane system. There seems to be the most tenuous connection already between the UK offices and Asian 'support' centres, but if the two UK staff I spoke to knew about the issues but still tried to forward my calls to an already overloaded support centre number, rather than placating me with the actual details of the issue, then it's just adding to the chaos. Mad, and rubbish. |
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Just another shite talking, unemployable Walter Mitty character living in a blinkered brassed-off, ITV-drama-esque world...
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sarahA
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« Reply #72 on: October 04, 2011, 10:25:49 AM » |
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They probably don't want to admit directly to you that there's a known issue. Don't know why. To be fair, maybe they didn't realise at that point? You would think that they'd stop you short, tell you the problem and that it's being sorted.
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familychoice
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« Reply #73 on: October 04, 2011, 11:09:22 AM » |
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To be fair, maybe they didn't realise at that point?
I had a text from Mrs FC saying she'd read about the problems on the BBC site a few minutes after putting the phone down so I'd be surprised if they didn't - everyone else did  |
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Just another shite talking, unemployable Walter Mitty character living in a blinkered brassed-off, ITV-drama-esque world...
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Dom
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« Reply #74 on: October 04, 2011, 11:44:24 AM » |
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As usual, there seemed to be a massive lack of communication within such a large company.
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