BT Hanging Up On Phone Calls Repeatedly!
BT is supposed to be a company in the business of providing and supporting telecommunication systems. If BT can’t even maintain and fix their own telephone call centre system, what chance have BT’s customers got of them maintaining and fixing their system?
For the last few weeks, I have been forced to phone BT regularly due to various problems and mistakes made by BT where they can’t seem to get anything right without completely messing up everything including my billing account. Each time, after going through countless phone menus trying to get put through to the right department and after waiting on hold because they’re very busy when they are ALWAYS very busy, I have been getting repeatedly cut off without warning on various repeating occasions. The phone suddenly goes dead at any time and BT have been apologising that they have been having these problems with their own phone system, but unbelievably this problem has been ongoing for many weeks when they call themselves telecommunication experts. The problem has now got so bad that their call centre is now completely unusable and it might as well not even be there as I simply can’t finish dealing with any problem. It would be far better if their call centre wasn’t there at all as I’m now left with various operators dealing with the same problem, all confusing the issue trying to change different things on my account, leaving my account in a complete mess where no-one at BT can understand what’s really going on.
I called last night 3 times and after going through the awful menu system, then waiting in a long queue, I had to explain my long problem where BT seem to have completely messed up my broadband billing account due to moving home months ago and changing over to a cheaper contract recently. Every time in the middle of talking they hang up completely and cut me off. I just get a continuous hung up tone and am forced to either give up or start all over again. I even called to complain to a manager as I couldn’t resolve the problem because of getting cut off every time and I got assured it would be sorted this time and I then got cut off yet again.
So in summary, BTs call centre phone system is currently a total waste of time as it’s impossible to finish any conversation with any operator. This problem has been outstanding for weeks at the time of writing.
Without a working telephone call centre, I am now forced to write a written complaint about my original problem and to complain about the failing call centre. I’m still waiting a call back if their call centre is capable of allowing this.
I will add comments with updates as soon as I get them.
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Comments
Comment from admin
Time December 2, 2008 at 9:05 am 
I have had a reply to my complaint about my monthly payment queries, but there haven’t mentioned this call centre hanging up problem. I will wait for a reply to this or will complain about this separately shorty.
Comment from admin
Time February 6, 2009 at 6:25 am
BT admitted finally they were having problems and this problem appears to be resolved now.
I had another problem however when calling BT with a recent complaint about very slow Internet speeds during peak hours which has been an intermittent problem for a number of months now. After waiting in a long queue for BT Broadband technical support (based in India), I very politely explained my problems. They didn’t like it when I explained that I know the BT Midland Exchange is overloaded, but I spoke very politely. For some reason BT hung up without any reason. I rang back and after waiting ages in the queue again, BT accused me of being rude and impolite. I am now complaining about this as I KNOW I WAS POLITE AND RESPECTFUL IN EVERY WAY, I wasn’t even shouting, just telling them the problem. It seems an excuse not to talk to me about a complaint and problems it seems, maybe I hit a nerve when I said I suspect the BT Midland Exchange is overloaded? I have demanded that a BT manager listens to the recorded conversation as they will most certainly see that I wasn’t rude in any way what-so-ever and the BT operator was out of line by hanging up.
I will update with an outcome to this complaint.
Comment from admin
Time August 23, 2009 at 2:59 am
The problem above has been resolved sometime ago, but BT still intermittently hang up, often this happens at some point when passed around from department to department when no-one wants to help until one ends up back to a department one has already spoken too, all arguing they’re not the right department. The phone system is in my opinion poor and need improvement, but the customer service is terrible because the operators are poorly trained from my personal experience.
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Time December 2, 2008 at 8:11 am
[...] operators, but keep getting cut off due to ongoing problems with BT’s call centre, please see BT Hanging Up On Phone Calls Repeatedly for more details about this [...]