Tag Archives: home broadband

BT: My Customer Experience in Jeopardy. Will they fail me?

Today is a red letter day, in a broadband sense. I decided a couple of weeks ago to switch my broadband and home phone from O2 to BT. BT made the switch relatively easy and simple and have kept me informed by phone, email and SMS since.

Until a couple of hours ago, all was well.

Then Khan called to say that my phone service commenced today and my broadband would be live on March 6th. Whoa! They were both to be live today. I am no longer a happy customer. The last two weeks good communications are now washed away. I can see only a week of inconvenience.

It’s not Khan’s fault, so I refrain from yelling at him. I am now not speaking to Khan, I am speaking to BT. I ask for an explanation but BT cannot give me one, except to say that a technical fault prevented them giving me broadband today. I probe further and am irritated by the lack of adequate explanation.

I outline my options

  • I can accept the one week delay
  • I can escalate this
  • I can tell BT to cancel the whole thing and find another provider to sign up with

This last option is the equivalent of throwing my toy out of the pram, or lying on my back in the middle of the supermarket and drumming my heels on the floor. But I’m prepared to do it because…

  1. I think this situation was avoidable
  2. The explanation is weak
  3. The “technical fault” is a cover for “someone didn’t see that the order wasn’t progressing as it should through the system”

But then I asked two questions – “Khan, what can you do to improve this? What is the best you can do?” He promises to keep my order on his desk, expedite it in the system when the process allows, and call me back either tonight or tomorrow morning with an update. He expects I’ll be online within 48 hours. I told him that a call tomorrow to say that the service would still commence next week wasn’t acceptable.

Has Khan saved the day? I hope so. . Let’s see how the story goes…

O2 Never Calls Back

On Friday our broadband connection failed. After running the usual diagnostics, I called O2. My experience with O2 support so far has been fine. But I have been disappointed this time.

I called on Friday evening around 7pm, after doing the usual fiddling, unplugging, plugging, changing etc, the agent escalated to level 2 as the problem was outside his experience to fix. Level 2 did some more tests, with my support, patience and more plugging/unplugging. The verdict: the case required an enquiry to BT to ‘test’ something. I’d receive a call back with a few hours (most likely sometime early Saturday) but it could take 24 hours as it was the weekend.

No call received by 7pm Saturday, so I called. The agent reviewed the case notes, told me that the report indicated all was well on the BT side and asked me to do some more plugging and unplugging etc. The verdict: an engineer needed to visit my house and the agent needed to approval to schedule this visit. He would call back within an hour or two to do this.

No call received by 7pm Sunday, so I called. The agent reviewed the case notes, said that approval was given and that he’d schedule an engineer call but couldn’t because he couldn’t access the system. He’d have a colleague call me. She called back a little while later and the appointment was made for today.

The engineer visited to check our connection but knew that the problem was with a failed card at the exchange because other houses were affected. Presumably these were spread across a number of home broadband providers, which is why it wasn’t immediately obvious.

The O2 staff were friendly, thorough and polite but, my point is this, why did I have to keep calling O2? I am now in the market for another service provider. Anyone interested?