After six years, I quit BT for Plusnet last year after my BB was down for a fortnight and upload speed reduced by 50% for three months. I found much better help on TBB than from India. Plusnet CS isn't much better but it's cheaper. My advice would be to stay where you are.

In reply to a post by johnjburness:

The only time that I've ever used them, I went via their Rep on this site:- BT_Care (who you will notice is very often under "Who's Online").

I then listed my problems onto the TBB Forums page, but then completed the online Form (http://bt.custhelp.com/app/contact_email/c/4950), which was linked to the information published here!

Thanks I might try that if I don't get the promised return call from CS by early next week.

I've had very few problems with the quality of their product, but their CS leaves a lot to be desired. I left BT years ago because of it, Zen and Be were miles ahead of them, and I might end up paying extra just to go back to Zen after having spoke to CS over the past couple of days.

Talk about a lesson in learning to control your frustration. The first guy hung up on me after I'd requested a call-back about a billing query. When he phoned he knew that but then told me he couldn't help me and I'd need to speak to billing, when I asked him why he had called me back then, he hung up.

I used the online chat instead of calling them up again, and still nothing has been resolved.

Well I've signed up for Infinity 1 with the £10/month+£125 Sainsburys+£157 TopCashBack deal. Hell of a time getting an online order through, dealing with long call wait times is bad enough, dealing with Indian support a nightmare. Spent most of the day talking to India trying to place an order, going round in circles and losing sanity - solved by the first UK guy I dealt with in a few minutes.

Swore I'd always select a ISP with UK support ...things can only get better, I hope.

Moved to BT in my old flat last July as it was a long line and I foolishly thought I would have more luck getting any issues resolved. I was so wrong. Their call centre staff are ridiculous and the training they get must be appalling. The only way I got any problem resolved was by emailing the CEO. After hours someone from the CEO office would call and get the ball rolling, I explained my issues with support and the lady explained they're aware the training is inadequate but they will review it in the future.

Normally when things are bad on the phone the forum team get things right. Not at BT, here they have gurus who all seemed to be paid off by BT, singing their praises even though there are blatant failures. Mods removing posts that negatively talk about BT and eventually when they do help they appear rude and frustrated.

When they announced their price rise I jumped ship to the post office, which whilst arguably the support is worse at least I didn't pay a premium for it like I did with BT.

Now on Plusnet as I moved to an exchange where they offer their lower price plans and more
Importantly fibre which the post office doesn't.

Edited by deleted (Sun 02-Aug-15 08:11:16)

Post deleted by AkAnic

Trustpilot show some suppliers in a different light and one star over hundreds of reviews, to the support they get here.
https://uk.trustpilot.com/review/www.plus.net

Just when you'd might think things can't get any worse :-

https://uk.trustpilot.com/review/bt.com

and a surprise too :-

https://uk.trustpilot.com/review/www.talktalk.co.uk

I wonder what the difference in reviewers is that makes such a huge contrast between Thinkbroadband and Trustpilot results?
I suspect the Trustpilot ones are more likely to be polluted by paid reviews; though there is no reason TTB ones shouldn't be too, maybe just my bias.
Even so, I would not expect such a huge difference.

In reference to www.pimlicoplumbers.com/blog/trustpilot-contract-cancelled:

Trustpilot - Contract Cancelled!!
Charlie Mullins Tuesday 26th August 2014

Disappointed doesn't even get close to the way I feel about the way review website Trustpilot treats its paying customers. The problem is simple - they have rules and they doesn't abide by them!

Trustpilot says that anything that looks like a false review, of which there is loads of evidence to to suggest that at least 25% of all reviews posted on websites, are fakes, posted by people who are not even customers! It's this kind of fraud that Trustpilot is supposed to have a system to stamp out, but my experience is the complete opposite.

And because Trustpilot is littered with fake and fraudulent reviews, my staff are personally responsible for forcing the site to take down more than 80 of them posted about one company alone, I have no choice but to leave. Clearly there is no trust to be had on Trustpilot, and if my customers can't trust what's written there, I don't want to be part of it in any way.

I have instructed my customer services manager to stop paying Trustpilot, effective immediately, and we are demanding that all mention of Pimlico Plumbers be removed from the site, as I don't want to be associated with this company for a moment longer. And I would advise all other reputable businesses, who are currently paying money to Trustpilot for its so-called service, to follow me out the door.

And anyone that follows me could do a lot worse than join Feefo - The Global Feedback Engine - for an experience that guarantees that every review that ever sees the light of day is 100% verified. None of your - we'll track down the fraudulent reviews when we see them . . . . these guys do the checks before they act.

Bit of a no-brainer really, but like I always say - common sense, it ain't that common!

Surely the payments are just to be on the site, not payment to the site for hookey reviews. Also The state of Plusnet and all the so called awards, along with poor reviews on every other site, not just Trustpilot, are at odds with the support they get here. The payment reasoning would mean TBB are charging for glowing reviews.

Edited by professor973 (Sun 02-Aug-15 19:03:55)