tag:blogger.com,1999:blog-3993498847203183398.post5964029929119423257..comments2024-03-29T15:23:18.491+00:00Comments on RevK<sup>®</sup>'s ramblings: BT hate site?RevKhttp://www.blogger.com/profile/12369263214193333422noreply@blogger.comBlogger14125tag:blogger.com,1999:blog-3993498847203183398.post-82123986736742514562014-12-31T14:10:10.930+00:002014-12-31T14:10:10.930+00:00This seems to be the same for many large companies...This seems to be the same for many large companies - most stuff goes right, but the "we must always follow procedure" requirement they employ fails completely because they never seem to have a procedure for "we royally screwed up".<br /><br />(Currently in dispute with Npower - their debt collection team have told me "oh yes we can see we've screwed up but there's nothing anyone in this department is allowed to do that would prevent us raising legal action against you for refusing to pay the bills we shouldn't have sent you..." Ombudsman has ordered them to stop taking the piss by Christmas Eve, which they have also failed to do).Steve Hillhttps://www.blogger.com/profile/09798286430189689578noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-1872780364330092872014-12-30T01:39:25.185+00:002014-12-30T01:39:25.185+00:00Nah, it's not just nationalised institutions. ...Nah, it's not just nationalised institutions. Until recently I worked for a large multinational B2B services company (until my contract got lost and I was TUPEd) and the mentality was much the same; even down to prefering churn to stable customer relationships because those made more money...Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-44567835751751111602014-12-29T16:40:53.808+00:002014-12-29T16:40:53.808+00:00as someone earlier said it is a mentality of a nat...as someone earlier said it is a mentality of a nationalised institution. They have obviously not yet realised that they have competitors, how long does it take?<br />Obviously its easier to quit bT than suffer their incompetance.ronsbloghttps://www.blogger.com/profile/15533915664510218807noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-20444379274056653322014-12-29T13:28:35.187+00:002014-12-29T13:28:35.187+00:00Ah yes, the great BT won't fix errors they mak...Ah yes, the great BT won't fix errors they make in a timely manner problem. Yes, I like probably everyone else dealing with them have had this issue...<br /><br />Such as:<br /><br />- Turning up on-site, then once they see the job looks tricky, disappearing to "get something", but never coming back. Later finding the job has now been changed to an abortive visit charge "access to premises refused", and asked to reappoint and accept charges - a 2-3 week delay. To this day, BT plc still refuse to accept CCTV evidence of the engineer ON and IN the premises that there was no refusal, and of course meant my time being wasted on-site twice to ensure they could get access.<br /><br />- Turning up, despite being paid expedited fees and deciding that they can only install 'n' lines which is less than requested. It would be OK if it was just the ones where insufficient spare pairs already existed, but no, it was a game of doing one line at a time, over a few weeks, still less than the available capacity, then 4 weeks after this finally saying they'll do the two lines that they did have capacity for that were still outstanding, then 6 weeks later deciding they'll charge £700 for excess construction to install the remaining 2 that did actually need new cabling running. Then refusing to accept that they could do FTTP, after setting a date, despite having had an engineer turn up and do the first phase survey and agree all was well, failing the second date and setting up a first visit again to survey despite having done the survey. Then shift that date to the new year despite being 12 weeks since the order was placed for an FTTP install that is actually damn easy since it requires barely any work for once.<br /><br />- Breaking multiple circuits at once - in one location, on one exchange. Getting some back in service without logging fault, then taking DAYS to resolve the rest despite being part of the same (non-admitted!) BT fault. Then leaving one so that it is still not resolved and blaming the customer equipment despite the faults all happening at once, and the broken line having had 3 engineer repair visits with no result since the fault is not the customer end.<br /><br />- Turning up and installing NTE5's in the green cabinets down the road, and never even attempting to visit the customer premises - then playing a game where BT insist the line is in the premises even though nobody has been there and no existing lines could have been re-activated etc.<br /><br />- Having to pay for new lines to be installed because they won't fix faults - so getting a new line installed is easier because they actually treat the failure which will immediately exist as "early life failure" and actually turn up to fix, or just finding a new line is fine and migrating to that and ceasing the old (all of course incurring costs to us all because BT won't fix the fault that exists in the first place - actually making BT money!)<br /><br />- Having to pay for internal lift and shifts to known good cables because BT refuse outright to fix faults on lines that are intermittent - so paying BT MORE than the cost of a new line in order to get a fixed and working line again.<br /><br />- Not even attempting to fix a dead line for 22 days, despite having all the care packages offered and failing to explain even why, let alone fix. Offering £8 compensation. Of course having to play the game where the FTTC is considered "working" even though the line it depends on being broken so they refuse to compensate for the loss of that service or even refund the cost of the non-provided service that ultimately we have to rely on them providing anyway.<br /><br />- Installing a line that then fails 3 days later because they did not actually document the lines existance, so the pairs were taken for someone else, the b being expected to agree to the potential for an SFI charge when the BT diagnostics agree it's a BT issue.<br /><br />...sound familiar?!<br /><br />The Backup Exec Goathttps://www.blogger.com/profile/16532538047698437455noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-70219848506999587152014-12-29T11:10:55.403+00:002014-12-29T11:10:55.403+00:00At least the forum will help ISPs realise "it...At least the forum will help ISPs realise "it's not just me": on an online service I was using I was having problem with a routine issue (happens once a year) and thought it was just me. Somebody else mentioned it on their forums and loads of us then realised, "no, it's not me that is causing the issue - it is actually a fault of the service" and we got a better idea of how many people were affected and how common it was. Within 48 hours, the MD of the company started emailing people and putting things right at the root...Richy Bhttps://www.blogger.com/profile/11328244621821820978noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-39917116382735321882014-12-29T09:10:51.953+00:002014-12-29T09:10:51.953+00:00Indeed. When things go wrong (and I know they can)...Indeed. When things go wrong (and I know they can) they need to fix them, but what happens is you end up with a mess that takes longer than a new install would take!RevKhttps://www.blogger.com/profile/12369263214193333422noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-12931171847176116272014-12-29T07:27:40.244+00:002014-12-29T07:27:40.244+00:00I see complaints like the one you reference all th...I see complaints like the one you reference all the time on ISPreview.co.uk, it seems quite common for basic admin or engineer mistakes to create a chain reaction of cock-ups in their system that can spiral out of control. The result can sometimes be some users being left waiting weeks or even months longer than expected for a working service, all because Openreach couldn't get a basic aspect correct even when prompted.<br /><br />But of course we must balance this against the majority of work that goes without a single hitch. Never the less that old phrase, "there's still room for improvement", often comes to mind.MarkJ_ISPreview.co.ukhttps://www.blogger.com/profile/06715455223843436247noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-25665860181316269112014-12-29T03:26:33.998+00:002014-12-29T03:26:33.998+00:00Got nothing to do with it being a former gov based...Got nothing to do with it being a former gov based company... In my experience any large company is exactly the same.Chad Hhttps://www.blogger.com/profile/06466797076721870606noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-76905233423026033752014-12-28T00:37:40.267+00:002014-12-28T00:37:40.267+00:00We cancelled BT Infinity for Business over 2.5 yea...We cancelled BT Infinity for Business over 2.5 years ago... and we've still got access to the BT Wifi service. I'm not complaining about their inefficiencies now ;)Richy Bhttps://www.blogger.com/profile/11328244621821820978noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-43718721224844416402014-12-27T18:17:22.447+00:002014-12-27T18:17:22.447+00:00I was with BT retail for broadband (fttc) a year o...I was with BT retail for broadband (fttc) a year or so ago. It took 2 months after the install and the intervention of their "data integrity team" for them to accept that I was a customer and for them to bill me. When I left, they carried on billing me for nearly 3 months, they refused to accept or migrated away, and it was only when I threatened ADR that they then sent it to data integrity again and cancelled the bills. That was nearly a year ago, and I still have access to BT FON and I still have BT Sport on sky.rtho782https://www.blogger.com/profile/02052870855136709228noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-79324556885299030932014-12-27T13:06:06.973+00:002014-12-27T13:06:06.973+00:00I guess any monopoly will behave the same way?I guess any monopoly will behave the same way?SimonFhttps://www.blogger.com/profile/03711861360301638111noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-59282853865770851882014-12-27T00:25:51.922+00:002014-12-27T00:25:51.922+00:00BT have this problem because they still think as a...BT have this problem because they still think as a Gov based company. As long as they can blame the system noone takes any responsibility or sees that problems are resolved. Any individual you deal with is just looking for the easiest way to pass the buck because your situation doesn't fit their usual script. The only way i've ever been able to get things resolved by them is through snippets of insider info and persuading people to bend their process, this should not be neccesary.<br /><br />Any decent company has someone to follow problems through from start to finish and make sure they are rectified (and important to fix broken processes that don't lead to resolutions!)EKhttps://www.blogger.com/profile/16642300266876170838noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-66526291929779634282014-12-26T23:00:50.340+00:002014-12-26T23:00:50.340+00:00I had similar "fun" on my office line 6-...I had similar "fun" on my office line 6-7 years ago, as BT Retail customers at the time. Somewhere along the line, BT had auto-incorrected the address by inserting a 1 before the street name, then matching that new street address to the name of the building next door and inserting that as a new line. The bills still reached us OK - the "street" is a small technology park, and we know the company next door - so it wasn't a big deal at the time.<br /><br />Then we changed tariffs with BT: a "cease and reprovide". Of course, they screwed it up, and we lost dialtone. BT Business Faults responded "oh, it's gone dead because there's a cease on the line! It's right here in black and white, cease and ... oh. Whoops. That shouldn't have happened."<br /><br />So, they started trying to fix it. Step 1: raise a new Provide to reinstate the existing line - except the address was wrong, so an Openreach engineer was sent to the wrong building, having been assigned a pair on the wrong DP because of that...jas88https://www.blogger.com/profile/05563592458314214904noreply@blogger.comtag:blogger.com,1999:blog-3993498847203183398.post-56458600372521649712014-12-26T17:08:07.377+00:002014-12-26T17:08:07.377+00:00Nice to see an attempt at something constructive h...Nice to see an attempt at something constructive happening - good luck.SimonFhttps://www.blogger.com/profile/03711861360301638111noreply@blogger.com