Blogger appeals to web for BT help

Mike Hall blogs about his poor BT experience.

Mike Hall blogs about his poor BT experience.

First published in News Gazette: Photograph of the Author by , Senior reporter

A NEW homeowner who waited two months for his internet line to be installed took to Twitter and Facebook to get help.

Mike Hall moved into a house on the Northfields Estate, Mile End, on September 14 and arranged a change of address with BT three days later.

But after several delays and waiting past November 14 he published a blog post highlighting his experience and sent a link to senior BT managers.

A BT spokesman apologised for the delay and said it hoped to resolve the situation soon.

Comments (7)

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2:14pm Fri 30 Nov 12

Citizen 139 says...

I was going to fire off one of my usual flippant comments about why not get off your arse and buy a router but thought I'd read his blog first, turns out he needed BT to install a phone line first.

Why doesn't the story say that? As usual only half the detail published.
I was going to fire off one of my usual flippant comments about why not get off your arse and buy a router but thought I'd read his blog first, turns out he needed BT to install a phone line first. Why doesn't the story say that? As usual only half the detail published. Citizen 139
  • Score: 0

4:08pm Fri 30 Nov 12

SOMETHING2SAY says...

just read his webpage.......advice
....GET A LIFE !!
just read his webpage.......advice ....GET A LIFE !! SOMETHING2SAY
  • Score: 0

4:44pm Fri 30 Nov 12

mike.hall says...

Sound advice, thanks SOMETHING2SAY :)
Sound advice, thanks SOMETHING2SAY :) mike.hall
  • Score: 0

4:50pm Fri 30 Nov 12

mike.hall says...

Also, I have to say, there's a degree of irony to your comment... thought I would point that out.

All the best.
Also, I have to say, there's a degree of irony to your comment... thought I would point that out. All the best. mike.hall
  • Score: 0

5:00pm Fri 30 Nov 12

romantic says...

I have to deal with BT on a depressingly regular basis, and this story does not surprise me one bit. It can feel like something out of Kafka, and I could probably work in their call centres, I know the script so well.

But they are no different to most major companies, govt depts etc. Endless menus and recorded messages and continually being told "Your call is important to us". But unable to deviate from the script, and always with the assumption that you, the customer, are the one who is stupid.

It may have been devised as an efficiency measure, but it does cause endless frustration. This poor guy now discovers that the story isn´t even over yet, as he has to go back to BT! I feel your pain, fella!
I have to deal with BT on a depressingly regular basis, and this story does not surprise me one bit. It can feel like something out of Kafka, and I could probably work in their call centres, I know the script so well. But they are no different to most major companies, govt depts etc. Endless menus and recorded messages and continually being told "Your call is important to us". But unable to deviate from the script, and always with the assumption that you, the customer, are the one who is stupid. It may have been devised as an efficiency measure, but it does cause endless frustration. This poor guy now discovers that the story isn´t even over yet, as he has to go back to BT! I feel your pain, fella! romantic
  • Score: 0

5:17pm Fri 30 Nov 12

Knitter1 says...

What a fantastic idea, and well done on getting further than I've ever got with them!

BT need to sort their acts out!
What a fantastic idea, and well done on getting further than I've ever got with them! BT need to sort their acts out! Knitter1
  • Score: 0

9:04pm Fri 30 Nov 12

Grabber says...

I feel for you I worked for BT for 10 years and I can say hand on heart its not the fault of the engineers they are doing their best but are constantly under the threat of disciplinary procedures and are at the moment all being forced to work weekends (faults and provision engineers) with no thanks from management I'm glad I left.
I also have had problems with BT and their dreadful customer service with moving home you would of thought being an employee I would of been able to talk to someone to get it sorted but sadly no !
BT as a company is to big and will never get on top of these problems I can tell you I have heard these issues raised a lot you are not alone and I'm going back 12 years from now so good luck getting it fixed I hope you do and I know exactly how frustrating dealing with BT can be.
I feel for you I worked for BT for 10 years and I can say hand on heart its not the fault of the engineers they are doing their best but are constantly under the threat of disciplinary procedures and are at the moment all being forced to work weekends (faults and provision engineers) with no thanks from management I'm glad I left. I also have had problems with BT and their dreadful customer service with moving home you would of thought being an employee I would of been able to talk to someone to get it sorted but sadly no ! BT as a company is to big and will never get on top of these problems I can tell you I have heard these issues raised a lot you are not alone and I'm going back 12 years from now so good luck getting it fixed I hope you do and I know exactly how frustrating dealing with BT can be. Grabber
  • Score: 0

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