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Standard User PS123
(learned) Sat 12-Sep-20 14:08:23
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BT trying to sell me a lemon


[link to this post]
 
Hi all

I have grave concerns with the knowledge of BT’s helpline staff including that of the full fibre team.

I am on a BT Full Fibre 500 package asking to see if I could get a deal on a speed upgrade.

The adviser tried to sell me something called a 73 “Megapixel” package!

Other advisers have not heard of the Full Fibre 500 and Full Fibre 900 Smart Hub 2 speedcapping issues until I had to point out that it was a known issue and the temporary solution was a line shaping request.

I just don’t think BT’s helpline support are being educated properly including their sales staff who can’t tell the difference between a megapixel and a megabit.

Has anyone else had similar but frustrating issues?
Standard User flilot
(regular) Sat 12-Sep-20 15:07:02
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Re: BT trying to sell me a lemon


[re: PS123] [link to this post]
 
Shocking. Sounds like the call handler was previously a camera salesperson...

Carl
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Standard User NuttyMucker
(member) Sat 12-Sep-20 15:18:17
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Re: BT trying to sell me a lemon


[re: PS123] [link to this post]
 
Hi

Ring this number as it will get you through to the FTTP team

0800 587 4787


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Standard User PS123
(learned) Sat 12-Sep-20 15:31:17
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Re: BT trying to sell me a lemon


[re: NuttyMucker] [link to this post]
 
That was the number I rang!
Administrator MrSaffron
(staff) Sat 12-Sep-20 15:33:07
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Re: BT trying to sell me a lemon


[re: PS123] [link to this post]
 
Try again. Not unusual if a call centre section is busy to redirect away from the specialist team

Though best thing to do is avoid the humans and order online if you can.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User PS123
(learned) Sat 12-Sep-20 15:42:44
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Re: BT trying to sell me a lemon


[re: flilot] [link to this post]
 
Actually, she sounded like a newbie but the amount of confidence in her was shocking.

Conversation went something along the lines of:

Me: Are you sure you meant 73 megabits?
Adviser: No, megapixels.
Me: Really? [feigning complete shock at this point].
Adviser: Yes, and it’s a massive speed upgrade to what you have now.
Me: So 73 Megapixels is faster than Full Fibre 500? But surely 500 is a bigger number than 73?
Adviser: Yes, this is much faster than what you have now. It will be a big speed upgrade.
Me: Are you bs’ing me? Do you even know what a megapixel is?
Adviser: No, sir. I am not bs’ing you and yes, I know what a megapixel is.
Me: Suggest you Google the difference between a megapixel and a megabit. Let’s assume you meant 73Mbps package. How is 73Mbps faster than 500Mbps?
Adviser: It is. This is a much faster package than what you have now...

I won’t bore you with the rest of the conversation but this adviser is certainly in line for some sort of award!
Standard User PS123
(regular) Sat 12-Sep-20 15:47:07
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Re: BT trying to sell me a lemon


[re: MrSaffron] [link to this post]
 
Hi Andrew

I think you are right. Getting as much done without human input to an order will prevent problems from happening. What I am also not happy about is BT failing to put cease orders on lines transferring from VDSL to FTTP.

I think they should be investigated by OfCom for this practice and fined for incompetence.

The end user’s ISP carries on billing the customer for VDSL and tells them to contact BT to tell them to put a cease order.
Standard User dect
(fountain of knowledge) Sat 12-Sep-20 16:48:32
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Re: BT trying to sell me a lemon


[re: PS123] [link to this post]
 
In reply to a post by PS123:
The adviser tried to sell me something called a 73 “Megapixel” package!
Wow, the word megapixel can't have been in their training nor the script, was this an onshore or offshore call centre?

Shame you can't highlight this to their management as there must be a lot of other confused customers out there.
Standard User RobertoS
(elder) Sat 12-Sep-20 17:08:10
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Re: BT trying to sell me a lemon


[re: PS123] [link to this post]
 
Are you sure you didn't get a digit wrong in the number you called? It could be a trick used by a scammer, like "mistyped" website names.

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Administrator MrSaffron
(staff) Sat 12-Sep-20 17:14:45
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Re: BT trying to sell me a lemon


[re: PS123] [link to this post]
 
Report to Ofcom, not ceasing the VDSL2 is a mistake, i.e. it is meant to happen and did for me

If you move the phone number to BT that will also act as a trigger.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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