BT is worst ISP!

Interesting article on The Register HERE

BT snatches crown: Soars to top of complaints list
Former state monopoly tops Ofcom list of shame
BT was the most complained about ISP in the final three months of 2013, communications watchdog Ofcom said today.

The one-time national telco raked up the most gripes from broadband subscribers, according to the regulator's latest quarterly report on complaint figures.

Ofcom said:

For the first time, BT generated the most complaints for broadband as a proportion of its customer base - 0.32 per 1,000 customers during Q4 2013. Complaints were primarily driven by service faults and issues with how complaints were handled.

BT was also berated for pulling in the most complaints about its pay-TV service, mostly relating to faults and billing problems.

More on the site..... (and EE was 2nd worst)

It's not really a surprise, given that most of BT is offshore now. You can't really expect them to deliver anything approaching the standard of service that would be expected of a British institution.

Edited by deleted (Wed 26-Mar-14 17:07:03)

There are two big problems with offshore support:

1) Indian accents

2) Scottish accents

Okay so the latter is still onshore but....

Edited by tbailey2 (Wed 26-Mar-14 17:08:25)

I was thinking of 3) Enniskillen - offshore

I'm not surprised. I have been very happy with BT for some years and have said so in this forum but this year's price rises and BT's cunning contract extensions have changed my mind. Then there's the small matter of losing BB for a fortnight, and download speed cut by more than 50% when it was eventually restored. When I complained about this I was told it was within limits and nothing could be done about it.

The retentions guy told me that while BT was slightly more expensive, it was repaid by top quality service. He'll get a dusty answer when I ask for my MAC on contract expiry only a couple of months away. BT needs to waken up, even the biggest company can no longer afford poor treatment of customers who will not stand for it. Just ask Ryanair, which is reaping the reward of treating people with contempt.

I've been involved with Sky's customer service trials, and it seems like their work is paying off.

"Sky retained its position as the provider generating the fewest number of complaints � just 0.02 per 1,000 customers."

In reply to a post by Oliver341:

I've been involved with Sky's customer service trials, and it seems like their work is paying off.

"Sky retained its position as the provider generating the fewest number of complaints � just 0.02 per 1,000 customers."

I find that hard to believe. 0.02 per 1000 is equivalent to 1 complaint per 50,000. Sky has around 5m customers so that would mean 100 complaints in 90 days or just over 1 per day - from the whole user base. It sounds rather low.

Here's the OfCom Report Overview.

The full report PDF.

Edited by RobertoS (Wed 26-Mar-14 19:36:25)

In reply to a post by MHC:

I find that hard to believe. 0.02 per 1000 is equivalent to 1 complaint per 50,000. Sky has around 5m customers so that would mean 100 complaints in 90 days or just over 1 per day - from the whole user base. It sounds rather low.

I got it here: http://www.dailymail.co.uk/news/article-2590032/BT-t...

I guess the figure may be mis-quoted, I haven't checked the source.

Edit: ah, the figure is for Pay TV complaints, not broadband.

Edited by Oliver341 (Wed 26-Mar-14 19:40:31)

The mail is also showing the TV graphic when talking about broadband.
The figure is JUST complaints that get to Ofcom, so there will be more handled by ISP itself, ADR scheme etc etc

It is probably worth looking at the monthly data points, which show it is a more closely fought contest a general improving trend

My BT infinity 2 has been pretty good. A few drop outs now and again but overall pretty good.
Speed has been excellent, maybe I'm not in a congested area.
The home hub is not great I think it's causing problems with my Apple TV and the price is highish but by and large I'm happy.
Ive never used the customer service so I cannot comment on that.

I had to use the BT customer service last week (home hub playing silly beggars). The lady I spoke to (after a very short wait) was excellent, very quickly agreed that there was a problem with the router, and had a replacement despatched that day. Everything now fine again. I couldn't really have expected more.

I can't really complain about BT, but then I've never had to use customer service yet. I might change my mind if I do?

Customer service is the worst.
If only they could understand and speak English. It would save me having to repeat myself so many times.
As for the message "we are very busy today..."why don't they take more staff on.
I've have never had a day when I haven't had that message.
Having said that my BB is pretty good its the landline I have trouble with.