Alice-Azania Jarvis: 'Why does BT find it so hard to connect with its customers?'

In The Red

Alas, I spoke too soon. Last week I mentioned that my dealings with BT had improved somewhat (previously they had been awful; as you'll be only too aware the past fortnight has seen me and my ex-flatmate engaged in a David-and-Goliath-esque struggle with the company over shifting his internet connection to his new flat).

The thing is, it was all looking so good: I'd hear from the company's head of corporate communications. And my partner had been given the direct line of several BT top brass.

Yet still – despite his taking the entire week off work to try and resolve the situation, his internet connection remains elusive. The problem, it seems, is the sheer incompetence of their telephone operators (the irony, oh yes). Each one appears to suffer from an individually mutated form of David Brentism.

Instead of approaching the task at hand with an attitude of "let's do our best for the paying customer" or even "let's do what's minimally required as part of that thing called customer service," they appear to maintain a constant ethos of "Oh no sir, you're so simple-minded you will never understand the complicated ways in which we work."

The internet, we were told would be working from last weekend. Of course, when it actually came to the weekend it wasn't. Every day since, we have called BT attempting to resolve this. Every day we've been told that some new minor detail has gone awry, and that we would be connected from the following day.

The final straw came on Wednesday, when they suddenly announced that the flat's previous occupant had neglected to disconnect his broadband, so in fact they wouldn't be able to connect us at all. Of course, it's all been a complete nightmare – though this may, at least, prove comforting to those readers who've written in with similar tales of BT incompetence. Now we know that – even with the threat of bad publicity – you can count on British Telecoms to let you down. At least they're democratic.

Likewise, little progress had been made in my dealings with the locksmiths. I mentioned last week that I'd been told I wouldn't be charged after they took eight hours to pick my lock, eventually forcing their way in by drill, and leaving me with a horribly mutilated front door.

Well, over the weekend they attempted to withdraw - wait for it – £300 – from my account. Can you believe it? Luckily, I've got the Guild of Locksmiths on my side, which is proving very useful indeed. As it turns out, poorly-trained conmen are not uncommon in the lock-picking world. Service, eh?

Independent Partners; request a free guide on NISAs from Hargreaves Lansdown

News
peopleFrankie Boyle responds to referendum result in characteristically offensive style
News
news
Arts and Entertainment
Nick Frost will star in the Doctor Who 2014 Christmas special
tvNick Frost, Natalie Gumede and Michael Troughton step up
Arts and Entertainment
Matthew Beard, Ben Schnetzer, Douglas Booth and Jack Farthing in ‘The Riot Club’
filmReview: Sheer nastiness of Riot Club takes you aback
PROMOTED VIDEO
Finacial products from our partners
Property search
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Money & Business

    Senior BA - Motor and Home Insurance

    £400 - £450 Per Day: Clearwater People Solutions Ltd: **URGENT CONTRACT ROLE**...

    Market Risk & Control Manager

    Up to £100k or £450p/d: Saxton Leigh: My client is a leading commodities tradi...

    SQL Developer - Watford/NW London - £320 - £330 p/d - 6 months

    £320 - £330 per day: Ashdown Group: The Ashdown Group have been engaged by a l...

    Head of Audit

    To £75,000 + Pension + Benefits + Bonus: Saxton Leigh: My client is looking f...

    Day In a Page

    Mystery of the Ground Zero wedding photo

    A shot in the dark

    Mystery of the wedding photo from Ground Zero
    His life, the universe and everything

    His life, the universe and everything

    New biography sheds light on comic genius of Douglas Adams
    Save us from small screen superheroes

    Save us from small screen superheroes

    Shows like Agents of S.H.I.E.L.D are little more than marketing tools
    Reach for the skies

    Reach for the skies

    From pools to football pitches, rooftop living is looking up
    These are the 12 best hotel spas in the UK

    12 best hotel spas in the UK

    Some hotels go all out on facilities; others stand out for the sheer quality of treatments
    These Iranian-controlled Shia militias used to specialise in killing American soldiers. Now they are fighting Isis, backed up by US airstrikes

    Widespread fear of Isis is producing strange bedfellows

    Iranian-controlled Shia militias that used to kill American soldiers are now fighting Isis, helped by US airstrikes
    Topshop goes part Athena poster, part last spring Prada

    Topshop goes part Athena poster, part last spring Prada

    Shoppers don't come to Topshop for the unique
    How to make a Lego masterpiece

    How to make a Lego masterpiece

    Toy breaks out of the nursery and heads for the gallery
    Meet the ‘Endies’ – city dwellers who are too poor to have fun

    Meet the ‘Endies’ – city dwellers who are too poor to have fun

    Urbanites are cursed with an acronym pointing to Employed but No Disposable Income or Savings
    Paisley’s decision to make peace with IRA enemies might remind the Arabs of Sadat

    Ian Paisley’s decision to make peace with his IRA enemies

    His Save Ulster from Sodomy campaign would surely have been supported by many a Sunni imam
    'She was a singer, a superstar, an addict, but to me, her mother, she is simply Amy'

    'She was a singer, a superstar, an addict, but to me, her mother, she is simply Amy'

    Exclusive extract from Janis Winehouse's poignant new memoir
    Is this the role to win Cumberbatch an Oscar?

    Is this the role to win Cumberbatch an Oscar?

    The Imitation Game, film review
    England and Roy Hodgson take a joint step towards redemption in Basel

    England and Hodgson take a joint step towards redemption

    Welbeck double puts England on the road to Euro 2016
    Relatives fight over Vivian Maier’s rare photos

    Relatives fight over Vivian Maier’s rare photos

    Pictures removed from public view as courts decide ownership
    ‘Fashion has to be fun. It’s a big business, not a cure for cancer’

    ‘Fashion has to be fun. It’s a big business, not a cure for cancer’

    Donatella Versace at New York Fashion Week