BT

Gosforth Park Way Salters Lane, Newcastle Upon Tyne, NE12 8ET Directions

Reviews

BT 'Nuisance Bureau' lives up to its name

1
I was put through to Mel in the BT Nuisance Bureau from another part of BT after getting calls from abusive fraudsters. Mel was totally unhelpful and worse than useless. She made out that the police wouldn’t be interested in the crime, and wouldn’t send us the police info-sharing authorisation letter so she has now delayed the police investigation. She said that it isn’t possible to block calls from international numbers – which is wrong as Call Protect has options for this, as stated on the BT website. And to top it off, she failed to record any mention of my call to her, so I was forced to recount the whole of the distressing incidents again when calling back the BT unit. She should not be working in a division dealing with sensitive issues and needs to redo her training or else move teams.
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Poor customer service - BT Newcastle contact centre

1
Called spoke with Stephen at Newcastle contact centre who cut off the call because he was so unhelpful. My parents have been a loyal customer with BT for 30 plus years . I also worked with BT business billing and a reseller of BT. The call was appallingly bad customer service . The customer agent refused to transfer the call and lied saying there was no manager to take escalations . He requested documentation which was filed against the account stating that both my parents were elderly and required a priority line. The telephone line has been down three days now . I have spent hours trying to resolve this . I mean disgusted by the lack of profound inexperienced customer service provided. The failed due diligence and there is definitely a training issue. I am escalating this issue !!!!
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Indian speaking person not English which I wanted

2
Contacted the Newcastle support centre in the hopes I could speak to an English speaking representative but I got the usual Indian representative who I found it hard to understand. She wasn't a lot of help regarding my package issue, also there was a direct debit on my bank statement which I questioned but she could not find it anywhere on the system however I was still Direct debited £9.67 and I don't know what this was for. The issue about my package wasn't resolved and I was told to phone back when the new package starts. Not really impressed, also had to wait ages before Phone was answered.
16 Sep 2016
FIRST TIME I HAVE MANGED TO TALK TO SOMEONE IN ENGLAND OVER THE LAST 6 WEEKS IN TRYING TO GET MY BROADBAND CONNECTED SINCE MOVING HOME IN JULY. MISHAD LOOKED THOUGH MY DETAILS BUT THEN I WAS PASSED BACK AND FORWARDS FOR 4 HOURS BETWEEN 4 DIFFERENT HANDLERS BACK IN INDIA AND GOT NOWHERE. I HAVE HAD 3 ENGINEERS AND 4 PROMISED CALLS THAT NEVER HAPPENED 3 LETTERS THAT HAVE NEVER BEEN ADDRESSED AND STILL NO INTERNET. I CANNOT BELIEVE THIS COMPANY HAS ANY INTEREST IN CUSTOMER CARE OR ANY PROFESSIONAL STAFF TO SORT A SIMPLE INSTALLATION. THEY WILL NOT GIVE A DECENT PHONE NUMBER TO GIVE YOU A CHANCE TO GET A PROBLEM RESOLVED. YOU PAY UP FRONT FOR A SERVICE AND BT CANNOT DELIVER THEY NEED TO BE INVESTIGATED AND FINED FOR DEFAULT ON THIER CONTRACTS. THE MANAGING DIRECTOR NEEDS GET INVOLVED AND FIND OUT WHAT A MESS THIS COMPANY IS IN.
17 Sep 2016
Hi, thanks for your comment. In the end l finished with bt , and went to Post Office broadband. It was very easy to get through to and set up and the English speaking operator couldn't have been more helpful. A great deal with POB, unlimited BB free for a year and for new customers, then £8 p/month after that, and phone line £16 p/month, but if you pay a year in advance, (£168) works out at £14 p/month. So far has worked excellent with streaming YouTube videos and iplayer programmes with no freezing or breaking up. Hope this will be of some help.
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THANK YOU

5
i would like to say a big thank you two SUZANNE PERRY for all her help,
from
MARGUERITE GILLEN
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