All year round I am happy BUT ..
The moment I have to cancel the broadband as I plan to leave the country all the issues crop up. I had filled two cutomer service complaints within the span of a week and I am not just a disgruntled customer out to tarnish the name of the company. I initially planned to end my broadband plan on 10th Dec & agreed this over the phone with BT. However, my flight was a week after and so I call BT one month ahead in early November to pushed the final date for broadband to 18th Dec instead. A relatively simple thing to do, but everytime I called I was put on hold for 20minutes and told there was system issues.So i was asked to call tomorrow or next week or end of the month. I did everything as instructed and finally the customer service person assured me that the end date has been updated on the system. Come the 10th December, with extreme disappointment I find my broadband line was cut and this is a day right after Boris Johnson's announces "Everyone should work from home , if you can". So i ring the customer service number expressing my discontent and a very helpful man by the name of Finn (Glasgow Value Team) sorts the issue out with a refund and an immediate arragement for a 4G hub to arrive the next day at free of cost. HOWEVER, I was told that I need to call to confirm my end date for that 4G Hub as soon as possible to avoid entering into a new contract arragement. This is where I had a real issue, I called on Monday 13th to cancel the 4G hub for the 18th December and the other person on the line acknowledges that she understood the 4G cancellation is to happen on 18th Dec. On the 14th Dec, I woke up to a nasty surprise of there being NO WIFI Again. At this point my patience is wearing thin and I have allot going on personally that the lack of internet connection is proving to be a MAJOR inconvience. I pick up the phone to speak to customer service again and I explain my situation repeatedly to 4/5 different individuals all of which do very little to solve my problem but pass the bucket to another clueless individual. Now imagine this, they keep asking me is there a reason I am leaving BT and if I would be interested in a different product. I said this time and again that I WONT BE IN THE COUNTRY & WILL HAVE NO USE OF ANY BT product.I mean the audacity to squeeze in Marketing and after that sternly warn me that if I dont cancel the plan on time I may face extra charges is both beyond infuriating. They have recorded all my telephone conversations for "training purposes" and everything in on record to show my phone call on 14th December was over 1 hour long! I got provided some temporary BT Wifi pass and was told another BT 4G hub will arrive the next day (although mind you the next day delivery was only provided to me after much insistance as they were only prepared to send me a Hub in the next 3-4 working days at the start of the call. ABSOLUTELY RIDICULOUS & UNACCEPTABLE when it was NOT MY FAULT) . In conclusion, I would highly advise BT team to re-train your customer service in how to deal with leaving customer because my experience is absolutely appaling to say the least and I would never recommend BT or take up any BT products in the future as I have very little faith in their staff to understand the very very simple needs of customers. I am never the sort of person to lose my patience easily and I give people allot of chances before I write them off. But this experience is quite simply THE WORST.
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