Mike the Psych's Blog

What if psychologists ruled the world? In real life?

BT play dirty when you leave them

devices_connected_to_cloud_1600_clr_8844A friend of mine has just switched her broadband/telephone package from BT to EE, following my recommendation after my switch went relatively smoothly.

The only problem I had was that on the day of the switch BT cut me off first thing in the morning and EE didn’t take over until midnight.

Now as BT actually own EE  so you’d think that a smoother, even seamless, changeover would be possible.

No way. I had to wait a day without a connection – not the end of the world I know but annoying and a reflection of BT’s  poor customer service.

My friend was to suffer even worse problems. As in my case BT cut her off early doors but she wasn’t able to get the connection up and running for three days and in the end EE guided her through a manual set-up which took an hour over the phone. At least the internet connection worked but not her e-mails, of which more later.

That wasn’t the end of it. During the course of the conversation with EE technical support, when they were checking the land line and the router, they asked her to confirm her land line number. Then they told her it wasn’t correct.

It seems BT, without any warning, had changed her landline number which she’s had for 30 years and which has survived previous switches from BT to Sky and back to BT. EE have promised her she will get her old number back next week but why was this necessary?

What on earth makes BT think it’s OK to change your land line number? And not to tell you they’ve done it? Imagine the disruption if you have to notify all your contacts that you’ve got a new number.

Was it some pissed off engineer who thought he’d have a bit of fun? A disgruntled customer service person or just BT being spiteful? Or do they just not care about customers and do what they want?

My friend complained to BT and also tried to sort out her inaccessible BT Yahoo e-mail account. She ended up speaking to an Indian call centre which cut her off after 20 minutes. (Why oh why are UK companies still going abroad for their call centres?)

On her second attempt she eventually managed to get into her e-mail account which BT said had a different name from the one she has been using. Initially they also denied it was a BT account and told her it was a Talk Talk account which it isn’t. Confused? So are we.

She was also told that when you switch from BT they give you a new number. Well they didn’t give me one when I switched to Talk Talk at my old address and they haven’t given me a new one when I switched at my current address last month so someone is not telling the whole truth here. And its BT.

This is not the end of the matter and BT will be receiving a complaint in the strongest possible terms.

It’s a disgrace that BT, a multinational telecoms company born out of a state-owned business, has been allowed to hold on to its monopolistic position for so long and delivered so poorly. We have slower broadband speeds in the UK than Baltic countries.


Author: mikethepsych

He says he's a psychologist but aren't we all?

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