Jamie Huskisson : BT Business, you’re not worth the money

BT Business, you’re not worth the money

Posted on February 23rd, 2008 in bt business

For the newcomers, BT Business provide the broadband and phone line for businesses, with the key promotion being that you get much better support.

I don’t want to get into a rant, but in my opinion BT Business represents one of the worst organised companies I’ve ever come across. To back this opinion up, here’s only a select few of the problems I’ve encountered so far in my 7-8 months with them:

Four times larger bills than normal broadband users
The only apparent reason for this being English speaking customer service representatives who answer within ten minutes and not Indian speaking customer service representatives who answer with two hours (both on 0845 numbers)
Having to be forwarded to a different department at least once every time I ring up because there are only 2-3 numbers listed on the back of each bill, and the website is utterly useless at suggesting what number to call
Being forwarded to the wrong department 50% of the time
Despite originally ordering from one sales guy, I have two separate accounts: one for phone and one for broadband
They both have different people to ring up separately to change any details
For each there’s a department that will change your address, a department to change your card details, and a department to change your company name. Not to mention the sales, faults, technical and other useless departments for each of these accounts
Engineers that come out to install the broadband are from a different company altogether, Open Reach
They have to deal with Indian call centres
They can’t directly ring up BT and put in an order for anything, but they can ring up and say they’ve completed a job

Back when I was much younger, BT used to be a company I looked at in awe. Now days it seems they’ve done everything they can to ruin what was a fantastic customer experience ten years ago.

There are 6 responses to this post so far

Ryan Williams wrote:

Heh, when we were based in the Lace Market we had some pretty abysmal service from BT. I didn’t deal with the representatives myself, but I do know it took absolutely ages to get anything resolved. In a couple of cases Mr Open Reach needed to come round, and even that was an uncoordinated mess that resulted in him having to actually come back another time.

Having been through several ISPs myself though, I’m pretty much convinced that there is no service that’s genuinely great, and it’s more a case of putting up with the least amount of nonsense possible. There’s always some critically annoying element.

Which ISP have you decided to go with as an alternative?

# February 23rd, 2008 at 3:46 pm
Jamie Huskisson wrote:

I think you’ve hit the nail on the head with the ‘putting up with the least amount of nonsense as possible’ argument there Ryan.

We’ve not moved to anyone just yet, but I’m going to be looking around as there’s just no good or above broadband providers out there.

# February 23rd, 2008 at 5:12 pm
Graham Hill wrote:

sorry to hear your problems with BT. We use them for all of our lines and telephony requirements via a BT Local office. This enables us to have contact locally and is a much better way of dealing with the company and so far we have had good service.
It might be worth exploring this option.

# February 23rd, 2008 at 7:11 pm
Edwin wrote:

Maybe a stupid question, but for newcomers here it’s maybe interesting to first explain (in one line) what bt business is, before you give your opinion about it…

# February 29th, 2008 at 9:27 am
Jamie Huskisson wrote:

Edwin - just edited the post to include a one line explanation for you.

# February 29th, 2008 at 9:30 am
James Benson wrote:

I’m with virgin at the moment and they provide a fairly decent service, having been with various ISP’s over the past 5 or so years, BT, AOL, Bulldog Broadband, they all gave me problems somewhere along the line.

The two most annoying factors for me are 1. foreign operators who do not understand what their being told, 2. the speeds companies advertise compared to the actual speed we receive

# July 2nd, 2008 at 12:32 am

BT Business, you’re not worth the money

There are 6 responses to this post so far

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