Why I am not a BT customer

If you follow this blog for writing-related stuff you don’t need to read this. If you are a BT shareholder you might want to look away now.

I have been aware for some time that my home broadband connection is less than optimal. It won’t support Skype or Netflix and Youtube videos stop to buffer every 7 seconds or so. Various ‘test your speed’ sites have measured it at just over 2mbps. We are not in a cabled area; my current ISP can’t offer anything better and is, in fact, passing my account over to another provider to concentrate on their superfast cable broadband.

BT stuck a flyer through my front door advertising their ‘fibre to the cabinet’ service so I decided it was time to do something about it. I phoned the number on the flyer and was put through to a guy with a very strong Scots accent. I know plenty of Scots, and I don’t usually have trouble understanding them (except maybe Hal Duncan after a couple of pints) but I couldn’t follow this guy. It took maybe 40 mins to go through the order and I put the phone down afterwards feeling drained.

Then nothing happened. No confirmation of the order by e-mail or letter. I phoned again to chase the order and was told ‘we have no record of the order’. I went online through my employer’s corporate discounts portal and set up the order again, including booking an engineer site visit. I received a confirmation of the order with an order reference code and was told I should receive further information within 5 days.

Then nothing happened for 6 days. I phoned to chase the order. This time they could find it on the system. It had not proceeded. After some discussion they found that I had omitted to check one box. No, they could not just check the box and proceed, the order had to be cancelled and started again.

I phoned another supplier. Their engineer is coming in a couple of weeks.

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