Comments on: Dear BT Business Broadband, http://www.macsadventure.com/walking-holidays/bt-business-broadband-customer-service/ The experts at Macs Adventure walking holidays will keep you right up to date with all the latest walking holiday news as well as essential walking and hiking hints and tips and walking how to guides. So if you want to make the most of your time out of doors be sure to subscribe to our walking holiday blog today. Mon, 05 Mar 2012 08:51:11 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Mountain Equipment Excels at Customer Service http://www.macsadventure.com/walking-holidays/bt-business-broadband-customer-service/comment-page-1/#comment-141 Mountain Equipment Excels at Customer Service Wed, 14 Oct 2009 12:51:00 +0000 http://www.macsadventure.com/blog/?p=56#comment-141 [...] few months I have had a series of extremely poor customer service experiences, most notably with BT Business Broadband, although at least five companies I have had dealings with as both a consumer and business have [...] [...] few months I have had a series of extremely poor customer service experiences, most notably with BT Business Broadband, although at least five companies I have had dealings with as both a consumer and business have [...]

]]> By: Grant http://www.macsadventure.com/walking-holidays/bt-business-broadband-customer-service/comment-page-1/#comment-133 Grant Mon, 24 Aug 2009 14:50:55 +0000 http://www.macsadventure.com/blog/?p=56#comment-133 Hi Neil A most enlightening (not to mention entertaining) blog. I found you whilst looking for a marriage guidance counsellor myself. I have also been married to Beattie (BT) for several years - I hope/believe polygamy is OK in this instance ? Like you I was also introduced to an upgraded 20MB bride & was told to look forward to a superfast relationship. Shortly after I carried my new bride across the threshold I was given cause for doubt. My email started getting stuck in my outbox last Thursday. I ran a speed test which failed part the way through with a dropped connection. Service light on my hub went from flashing green to red. Call into the BT marriage counsellor on Friday (21st August 2009) resulted in some online tests & an acknowledgement that there indeed was a problem - their end, they would find my bride & send her back to me untarnished. I even received a text to my mobile promising a call back within 48 hours. I then received a voicemail from the original counsellor with a further promise of a call back with an update. Things looked as if they were "improving" yesterday (Sunday) afternoon - my service seemed to be back online with a 3Mps upload speed. Beatie was at least back & functioning reliably albeit not quite the Olympic runner I was promised. That was until mid day today ! Emails again getting stuck in my outbox, unable to reach BT's home page, internet light on hub glowing an angry red. Beatie had packed her bags & left - again ! Called & spoke to another counsellor a few minutes ago. Told me his notes seemed to indicate the technical investigation team saw traffic flowing & "assumed" all was OK & Beatie was back so ceased any further investigation. They saw no need to establish the root cause of the problem - so perhaps no great surprise that the issue returned & Beatie left without saying goodbye. I explained that Beatie was my life - I was totally dependent on her to earn my living as an IT Consultant. Every hour without her costs me money. He told me he sympathised - they would investigate again & get back to me with any news within (another) 48 hours but I shouldn't expect to hear back from them - better I keep calling in the hope that at some point they may have some news... :-( Sounds to me like Beatie is walking out on a lot of people & their investigators are over stretched. Doesn't instil much confidence - sounds like Beatie is a bit of a serial offender. Mike Tyson actually sounds quite good right now... .... GP Hi Neil

A most enlightening (not to mention entertaining) blog.

I found you whilst looking for a marriage guidance counsellor myself. I have also been married to Beattie (BT) for several years – I hope/believe polygamy is OK in this instance ?

Like you I was also introduced to an upgraded 20MB bride & was told to look forward to a superfast relationship.

Shortly after I carried my new bride across the threshold I was given cause for doubt. My email started getting stuck in my outbox last Thursday. I ran a speed test which failed part the way through with a dropped connection. Service light on my hub went from flashing green to red.

Call into the BT marriage counsellor on Friday (21st August 2009) resulted in some online tests & an acknowledgement that there indeed was a problem – their end, they would find my bride & send her back to me untarnished. I even received a text to my mobile promising a call back within 48 hours. I then received a voicemail from the original counsellor with a further promise of a call back with an update.

Things looked as if they were “improving” yesterday (Sunday) afternoon – my service seemed to be back online with a 3Mps upload speed. Beatie was at least back & functioning reliably albeit not quite the Olympic runner I was promised.

That was until mid day today ! Emails again getting stuck in my outbox, unable to reach BT’s home page, internet light on hub glowing an angry red. Beatie had packed her bags & left – again !

Called & spoke to another counsellor a few minutes ago. Told me his notes seemed to indicate the technical investigation team saw traffic flowing & “assumed” all was OK & Beatie was back so ceased any further investigation. They saw no need to establish the root cause of the problem – so perhaps no great surprise that the issue returned & Beatie left without saying goodbye.

I explained that Beatie was my life – I was totally dependent on her to earn my living as an IT Consultant. Every hour without her costs me money.

He told me he sympathised – they would investigate again & get back to me with any news within (another) 48 hours but I shouldn’t expect to hear back from them – better I keep calling in the hope that at some point they may have some news… :-(

Sounds to me like Beatie is walking out on a lot of people & their investigators are over stretched.

Doesn’t instil much confidence – sounds like Beatie is a bit of a serial offender. Mike Tyson actually sounds quite good right now…

…. GP

]]> By: David http://www.macsadventure.com/walking-holidays/bt-business-broadband-customer-service/comment-page-1/#comment-132 David Mon, 24 Aug 2009 12:39:51 +0000 http://www.macsadventure.com/blog/?p=56#comment-132 Thanks Neil! Regards David Thanks Neil!

Regards

David

]]> By: How is your customer service? http://www.macsadventure.com/walking-holidays/bt-business-broadband-customer-service/comment-page-1/#comment-131 How is your customer service? Fri, 21 Aug 2009 14:30:22 +0000 http://www.macsadventure.com/blog/?p=56#comment-131 [...] a post today on Macs Walking Holidays website and found this interesting goodbye letter to BT.  I like a bit of humour when it all goes wrong, however I was speaking to Neil of Macs Adventures [...] [...] a post today on Macs Walking Holidays website and found this interesting goodbye letter to BT.  I like a bit of humour when it all goes wrong, however I was speaking to Neil of Macs Adventures [...]

]]> By: Neil http://www.macsadventure.com/walking-holidays/bt-business-broadband-customer-service/comment-page-1/#comment-130 Neil Tue, 11 Aug 2009 11:23:47 +0000 http://www.macsadventure.com/blog/?p=56#comment-130 Success at last (I hope, fingers and toes are firmly crossed). BT Broadband and Macs Adventure are back in each others loving arms. Here is this <a href="http://www.speedtest.net/result/537317153.png" rel="nofollow">mornings speed test</a>: Well done to David, Elaine and Mash for finally getting us back together. Hey, it's not 20 meg but its better than Mike Tyson. Thanks for your efforts BT. Success at last (I hope, fingers and toes are firmly crossed). BT Broadband and Macs Adventure are back in each others loving arms. Here is this mornings speed test:
Well done to David, Elaine and Mash for finally getting us back together.
Hey, it’s not 20 meg but its better than Mike Tyson.
Thanks for your efforts BT.

]]> By: David http://www.macsadventure.com/walking-holidays/bt-business-broadband-customer-service/comment-page-1/#comment-129 David Fri, 07 Aug 2009 09:18:16 +0000 http://www.macsadventure.com/blog/?p=56#comment-129 I'm still with you! Will check on what's happening. David I’m still with you! Will check on what’s happening.

David

]]> By: Neil http://www.macsadventure.com/walking-holidays/bt-business-broadband-customer-service/comment-page-1/#comment-128 Neil Thu, 06 Aug 2009 16:12:22 +0000 http://www.macsadventure.com/blog/?p=56#comment-128 Shock! Horror! Keith from BT was here at 9 this morning. Unfortunately he didn't want choccie biscuits or tea so I will have to let out the belt another notch. Not that it matters as it doesn't look like Kate Moss is coming back anytime soon, so I can probably let myself go. Keith did his tests, we talked briefly, he was charming and reconciliatory, nothing changed, I am still married to Mike Tyson and suffering from a super slow connection - check this out for a 20mpbs connection promised - <a href="http://www.speedtest.net/result/533930521.png" rel="nofollow">speedtest result</a> Oh well, tomorrow's another day, almost two weeks since my BT 20mpbs upgrade and life is almost back to normal (at 1.3mpbs), although at a much slower pace than previously. I suppose that's what marriage does to you. Time to go, Mike's ready for his dinner and I wouldn't want to keep him waiting. Shock! Horror! Keith from BT was here at 9 this morning. Unfortunately he didn’t want choccie biscuits or tea so I will have to let out the belt another notch. Not that it matters as it doesn’t look like Kate Moss is coming back anytime soon, so I can probably let myself go.
Keith did his tests, we talked briefly, he was charming and reconciliatory, nothing changed, I am still married to Mike Tyson and suffering from a super slow connection – check this out for a 20mpbs connection promised – speedtest result
Oh well, tomorrow’s another day, almost two weeks since my BT 20mpbs upgrade and life is almost back to normal (at 1.3mpbs), although at a much slower pace than previously. I suppose that’s what marriage does to you.
Time to go, Mike’s ready for his dinner and I wouldn’t want to keep him waiting.

]]> By: Neil http://www.macsadventure.com/walking-holidays/bt-business-broadband-customer-service/comment-page-1/#comment-126 Neil Wed, 05 Aug 2009 16:11:16 +0000 http://www.macsadventure.com/blog/?p=56#comment-126 It's been a busy day, time flies when you are using a temporary email system and your broadband runs at a snails pace, but I thought I would just give you a quick update. Mash called again this morning, apparently an engineer was going to the exchange yesterday - my misunderstanding obviously - just goes to show how the smallest misunderstanding can inflame things in delicate situations like these. A BT engineer is now booked to come round to our office tomorrow morning. I'll get some more biscuits in but if I have to eat the whole packet again out of desperation it's not going to be good for my waistline or future prospects. David from BT's PR has been back on the case again - there is a man who is ahead of the game - lets get him promoted to head of customer service, he's wasted in BT's social media PR department! Fingers crossed fro tomorrow's visit. I'll let you know how we get on. It’s been a busy day, time flies when you are using a temporary email system and your broadband runs at a snails pace, but I thought I would just give you a quick update.
Mash called again this morning, apparently an engineer was going to the exchange yesterday – my misunderstanding obviously – just goes to show how the smallest misunderstanding can inflame things in delicate situations like these.
A BT engineer is now booked to come round to our office tomorrow morning. I’ll get some more biscuits in but if I have to eat the whole packet again out of desperation it’s not going to be good for my waistline or future prospects.
David from BT’s PR has been back on the case again – there is a man who is ahead of the game – lets get him promoted to head of customer service, he’s wasted in BT’s social media PR department!
Fingers crossed fro tomorrow’s visit.
I’ll let you know how we get on.

]]> By: David http://www.macsadventure.com/walking-holidays/bt-business-broadband-customer-service/comment-page-1/#comment-125 David Wed, 05 Aug 2009 15:32:45 +0000 http://www.macsadventure.com/blog/?p=56#comment-125 Neil, I am onto this again... I'm sorry. David Neil, I am onto this again…

I’m sorry.

David

]]> By: Neil http://www.macsadventure.com/walking-holidays/bt-business-broadband-customer-service/comment-page-1/#comment-124 Neil Wed, 05 Aug 2009 08:54:45 +0000 http://www.macsadventure.com/blog/?p=56#comment-124 Mash from BT called yesterday morning. She said an engineer was coming out between 1 and 5 to solve our problems. I put the kettle on, ordered in some choccie biscuits and tidied up the office. Needless to say they didn't call, didn't arrive and I was left eating choccie biscuits and crying into my tea as the sun set on another day of my BT Business Broadband customer service saga. On the plus side something has happened as we now have a BT Broadband connection, all be it at a speed of 1.45mbps, hardly the 20mpbs I was promised when I renewed my contract and about a quarter of what we used to have. Wow! Some engineer who has sorted out this fix. I feel a bit like I walked up the aisle with Kate Moss and after a brief and confusing ceremony left the church in the arms of Mike Tyson. Come on Mash, Elaine and David I am sure you can do better than this. Show me what the best of BT can do! Mash from BT called yesterday morning. She said an engineer was coming out between 1 and 5 to solve our problems. I put the kettle on, ordered in some choccie biscuits and tidied up the office.
Needless to say they didn’t call, didn’t arrive and I was left eating choccie biscuits and crying into my tea as the sun set on another day of my BT Business Broadband customer service saga.
On the plus side something has happened as we now have a BT Broadband connection, all be it at a speed of 1.45mbps, hardly the 20mpbs I was promised when I renewed my contract and about a quarter of what we used to have. Wow! Some engineer who has sorted out this fix.
I feel a bit like I walked up the aisle with Kate Moss and after a brief and confusing ceremony left the church in the arms of Mike Tyson.
Come on Mash, Elaine and David I am sure you can do better than this.
Show me what the best of BT can do!

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