Please use another provider
To cut a very long story short, we had broadband installed with a Landline as my wife and I both had elderly parents who did not have mobile phones and we did not want them to carry the costs of phoning our mobiles (conversations could last over an hour sometimes) very soon into the contract the phone went wrong, it would switch off when picked up to answer or to make a call. Eventually after speaking to probably three or four people and having to go through the same checks and re-sets for each BT relented to arrange for an engineer to come out. He called in and did the same checks and then came to the conclusion that the actual phone was at fault, also said “there had been lots of problems with these phones”. He told us a new one would be sent out. When the new phone arrived it probably worked for a week and the same thing started to happen and you’ve guessed it after numerous extremely long calls waiting for hours regularly before even speaking to someone, once was on the online chat with someone for five hours only to be fobbed off with “carry out these checks/resets and see how it goes. My last conversation (which was admittedly a few months ago now as i do not have the time or inclination to waste hours of my life stressing myself so much) ended with me explaining again what was wrong and then after the usual advice the advisor said “well then the phone is faulty”. It was like a eureka moment but very short lived as in the next breath she told me i would have to pay for a new phone as it was over a year old. I protested that this fault had been going on since almost new. Time and again I had suggested the phone may be faulty but all I had got up to this point was “please carry out this check,”or “please check the green light on the hub or re-set the hub” no, she was adamant showing no concern or empathy. Bearing in mind that I was paying an additional cost for inclusive calls which I have been unable to use, I was and am very very disappointed almost shocked at the extremely poor service. At that time I requested to speak to a manager, to this date no-one has ever called me back regardless of her assurance that they would “but it may be a couple of days”. I admit I have now lost the will to live and cannot face making that call again but it has been some months now, sadly both our parents have passed away so the phone can go in the bin and I am finally out of contract so needless to say I will be taking my custom elsewhere
October 1, 2024
Unprompted review