Comments on: BT, Indian Call Center and crap customer care!

By: John Grant

John Grant — Fri, 27 Jan 2012 13:55:14 +0000

JohnG 27/1/12
at 13.45

I have just spent a whole week asking the Indian call centre for help. My broadband went off last Saturday. The help desk promised me someone would come and fix it on Monday, no one turned up. I was then promised a visit on Wednesday, no one turned up. I was then told it was a network fault. Eventually on Friday an engineer arrived, changed the modem and I was back on line in 10 minutes. The Indian call centre seems to generate more problems than it solves. Bring the service back to the UK. JG.

By: leon

leon — Wed, 07 Dec 2011 12:22:54 +0000

india call centers need scrapping n people in the uk re training to nolies no false promises two months of slow net then a bt prick engineer turns net of by mistake then they cant get it on just full of rubbish advisers hang upthey put u through to wrong depts

By: Dave Burrows

Dave Burrows — Fri, 23 Sep 2011 05:43:37 +0000

Hi Johnny, that’s not good. Sometimes I do get a <0.2mbps either download or upload. I can't say t his will fix it for you but give it a try, it might.

1. Check with speedtest.net that you're getting slow download or upload
2. Go to whatismyip.com and write down your IP address
3. Power off the Homehub (don’t disconnect) for about 5 mins (this will allow you to get a new IP address when you power it back on
4. Power on the Homehub after 5 mins and let it stabalise
5. Open up a dos/command prompt in Windows (Start > Run > cmd > ok) and type ping http://www.google.com and ensure you have an internet connection
6. Go to whatismyip.com and check you have a different email address
7. Go to speedtest.net and check your speed

If it’s a temporary issue and not a permanent failure then this might fix it for you.

The other way to get an engineer or to get someone to investigate in the UK and bypass the India Call Center is to go to Twitter and tweet to @btcare. They are in the UK and will try to help and can initiate line tests and will call you.

Hope this helps!
Dave

By: Jonny

Jonny — Thu, 22 Sep 2011 22:06:39 +0000

If it’s any consolation Dave, nothing’s changed in the past year…. I’m having a remarkably similar experience. I fee sorry for the call centre staff in India, but enraged that no-one takes responsibility in the UK, where BT are based, and supposedly serving…. What a wind up. My broadband this week has been <0.2mbps!!!! That's narrowband in my book. Still investigating the cause… meaning the wait for an engineer is embarassingly long, so they'll hold me in a queue for a while… Grrrr……

By: Dave Burrows

Dave Burrows — Sat, 11 Dec 2010 18:53:59 +0000

Yeah it’s not good nick, problem is it’s cheaper to employ people in India so that’s what BT do. I had more success calling 150 although sometimes I still got shunted to India they seemed to be more sympathetic and would add credits to the bill. Someone’s I managed to get through to someone in the UK if they weren’t in overflow mode – too many calls queued up.

By: nick

nick — Sat, 11 Dec 2010 17:57:15 +0000

I am totally fed up with BT! I have spent hours and hours trying to speak to somebody about the poor broadband connection that is needed for BT vision. WHen I do get to speak to somebody (usually in India) I am expected to unplug wires, move the hub etc etc. After doing this last time which took 75 minutes I was then told there was a problem with the service in our area! They are crap, crap crap. Problen is I hear that all the other providers are not much better. Why have we got people out of work while BT force us to talk to people on the other side of the world? Does anybody know a simple phone number where I can get hold of an British person who works with BT and give me the service I am paying for? Just got off the phone from a polite Indian sounding lady who was trying to get me to unscrew my BT plate on a Saturday evening for fucks sake! I told her no; I wasn’t going to spend my Saturday evening servicing their equipment. How long before the washing machine repair man asks me to dismantle the machine to see what’s wrong before he will come out!!! I may be getting older (50) but BT service is fucking scandalous.

By: Outsourcing Providers Philippines

Outsourcing Providers Philippines — Thu, 22 Apr 2010 13:24:06 +0000

I think who’s at fault in this situation is the company. They think that they are providing the best customer support they could offer when the truth is, they are not. They should provide more training with their employees in order to improve the quality of their services.