BT Customer Service Call - Engineer Didn't Turn Up

[@JamesStonley]

I used to work for BT and this brings back too many bad memories

[@MerrilMicra]

Talk to an advisor like that and you will be hung up on. Frustration is fair enough, but do you really think call centre staff get paid enough to deal with abuse like this.

[@jaydeepsen4769]

Sarahjane Robertson they do not...trust me...i work for BT

[@MerrilMicra]

Jaydeep Sen I know dude, I work for urban outfitters cs

[@LuaNub]

Oh boo hoo you got called a few names on a phone call. You don't know the other person and the call centre staff are usually seen as a nuisance. Grow up.

[@cloudnine585]

SJ Robertson I work for a call cantre and I think you are talking rubbish. This man is well within his tights to be angry. That operative could have put him through to a supervisor. He seemed to enjoy the fact that he was angry and did nothing to help him.

[@muqtadirinamdar1668]

Max Headroom believe me when I say that the supervisor does't give a shit about the customer. I've been to call centre and it is really horrible there

[@hulk3077]

Actually there is very little that the advisors can do apart from being cannon fodder to the irate customers because they don't even have access to openreach to reschedule an engineer visit.

[@Rachel-hb5sr]

Thank you...atleast there is someone who puts 2 and 2 together. PRaise the Lord. Engineer's are located in UK and not overseas. And if your engineer doesnt come up call Openreach to locate engineer.... the engineer is not genie to appear at scheduled times without delay or know how long the issue will get to fix. If its so easy....dude you have youtube and google....FIX IT YOURSELF.

[@TRS-Tech]

The problem is that you cannot call Openreach. The provider has to raise a job on the IT system. They can only send Openreach the information on the problem. Years ago the CP (provider) could call engineers directly but that had to be stopped as we were spending hours a day on the phone and many of our jobs are highly dangerous and need concentration to perform a tricky or dangerous job. When you are wearing a high vis jacket with a box open at the side of a 60mph road while the rain is coming down in sheets and you have 100 pairs of wires to find a signal on you soon understand just how hard the job can be. Personally I think its due to the same reasons other engineers and company's make mistakes or cant get there on time.... rush rush rush.... get it done...... Your control center on the phone to you while your standing in a ditch full of water. They simply will not let the engineers get the job done correctly as it takes time to do that. Its a side affect of the way we live and society's expectations and demands. Sad but true !

[@mmafanuk]

It's not the guy in the call centre's fault; he's just a wage slave like the rest of us

[@michael6692]

YOU CAN UNDER STAND HIM .. CAN YOU I CANNOT

[@dannymcdonald1591]

The customer pays for a service that he's not getting so he's right

[@mmafanuk]

@@dannymcdonald1591 think it helps if you know the proper complaints procedure. I generally don't think its a great idea to get aggressive etc with call centre workers...they have all your personal data and in the UK, most of them in customer service tend to be agency workers.

[@saltney17]

@@dannymcdonald1591 🤡

[@ithacker6610]

its not the fault of advisors if engineers did not turn up on work.. openreach should take utmost care into the matter of providing good service. bt as in whole has got good services but due to openreach ineffectiveness bt brand is going down.

[@ross5601]

The customer is a bell end

[@LukeStratton94]

I work in IT and raise support requests all the time. In my experience, you get far further with Technical Support or Customer Service departments if you're calm and polite. Admittedly however he could have handled the call better, but you didn't exactly give him a chance to speak!

[@williamwilbur]

+Luke Stratton That's not strictly true. It depends on the department itself. All these advisors work off scripts, so unfortunately whatever you say at them, they will not deviate off what they are told to say.

[@LukeStratton94]

William Grimsley Yes, but some will go out of their way to help you if you're polite, whereas some will stick to the script, or just simply terminate the call.

[@DebabrataSahaOfficial]

That's nice

[@sheracayegonzales6655]

24 days without internet is ridiculous and no available technical engineer to fix it is worst. He could have suggest to the customer a possible options on the first place, not just hang up the call without proper closing.

[@jakececil7866]

I think this agent handled this call very well.

[@ajamal49]

I worked For BT as well,and had lots of customer with the same scenario,in this case if appointment is missed we have to contact openreach and get information why engineer didnt turn up and obvious answer will be lack of resources,which means engineer was stuck on some other job due to which he cannot visit,and its really painfull if we see as a customer,because no matter what happens if customer threatens to leave or I will do this or that, nothing can be done,because the process is that bad and most of the time customer ask for supervisor or manager,that makes things worst because even they cant do anything it and after having such a long conversation and they get disappointed because nothing happens.And top of that they think We Indians Dont know exactly we are doing and they ask to speak to UK person and we dont have any separate department for that,so we have to transfer the call to Cancellation(COTS).even after knowing that the customer is gonna come back to our department once again but they dont listen,on top of that sometimes from cots they put the customer on hold and transfer back to us and we have to take the beatings once again (lol) got used to it because I know its not my fault.The only thing BT does for Missed Appointmentis if customer ask for compensation they provide 10 pounds for one missed appointment thats it,

[@genericusername555]

Don't be so rude. It's not the guy on the end of the phone's fault.

[@Mr-S.C.]

I used to work for BT and I can tell you the blame sits with bad management who don't get involved in any of the vitally important bottom line processes, they were literally the worst management I have ever encountered in my life. Good riddance to BT!

[@TheBieberblaster]

Hi... I absolutely understand your pain mate as a matter of fact I am a call centre employee from India and I'll let you know the status quo... These jobs are further outsourced to other organisations - which of course is chosen by BT - and these blokes (the guys who hire people like us) do an absolutely banged up job. 1. We aren't trained properly about the technicalities, we have no idea who is responsible for what, half of the time we are running around asking people questions 2. There is absolutely no guidance or support for us when we are talking to customers like you, and every other manager and supervisor tries to escape responsibility 3. On top of that we are supposed to work for 9 hours straight without any breaks or lunch, add the travel time to it and we are working for a good 15 hours a day which is a violation of labor laws, mind you we are taking calls back to back for nine hours and after all the fuss, we have no job security Now, I know, I shouldn't be divulging information out like this but I am absolutely fed up and I am at my patience' end. We are the guys who are subjected to racist remarks for someone else's fault... Someone in Great Britain should do something about it...

[@unlokia]

God bless you my dear friend - people like this are an embarrassment and an utter disgrace to our country, England. We're not all like this :-) God bless you, take care :-)

[@MyFifaman]

BT has already started captive operation in kolkata, and very soon Wipro, Infy have to think about increasing the number of peanuts they are offering to you. I am a manager in BT India, and I know what you guys do for us ,for the customers.

[@gavva2010]

Let me summarise your insider secrets +Saagnik Banerjee , to encompass ALL of BT... 1. We aren't trained properly 2. There is absolutely no guidance or support 3. On top of that we are supposed to work for 9 hours ...You're welcome.

[@SuperDoncaster1]

Try living in 80s before internet

[@peteip2604]

All the advisor needed to do is check why the engineer did not turn up, could be they needed to dig up the road to get the cable to their home. They cannot do that if they need permission from the local council, takes 18 weeks. Same with Virgin or any other company who needs to dig up the road, remove a tree or and underground sewage works.

[@john7228]

I always give my Indian colleagues knowledge and love. Their ever so slight exhaustion in their voice represents their struggles. Happy employees make happy customers. I've dealt with hundreds if not thousands of customers like this. The key is to take ownership for the issue and keep consistent internal records. Brush up on dusty processes that hemorrhage money and please customers without having one's nose in one's arse. Thousands upon thousands of complaints within the telecommunications industry has tainted the image of providers (even good ones). Only in recent years have they picked up their pace. If, as a customer, you wish to truly solve and understand the problem, calmly understand the processes/facts. Show humility to your fellow man, often the guy at the other end of the phone would love to just click his fingers and fix the issue; often there are many compliance regulations to be aware of, other indirect issues within their local management/team etc. Good customer service is here. Be wary of providers that act irresponsibly with your data and your requests. Bonne chance :)

[@sheebasolomon]

Wow!! Absolutely. I work for sky!

[@nicholotte7127]

If an engineer has 4 jobs in the morning and 1 job takes 5 hrs, shit happens !

[@geoffjoffy]

It happened to me too. They said an engineer was booked. I waited from 8am to 1pm, and he didn't come. I later found out he wasn't even booked. I left BT after 5 months of no landline and only 0.26mb Internet speed. When I left they said, 'you owe us £372 for breaking the contract.' I told them to fuck off. They didn't get jack shit off me.

[@iRJRx]

to be honest... I work in a call centre and most people are like yourself. press any fucking button on the phone. get to the wrong department then shout that they can't get it fixed

[@paulblatch01]

Yes, it is very frustrating, but consider the Custer service agent, what pressure he is under to get his target of so many calls per hour, I have always found them extremely polite. It really is a difficult job dealing with the public.

[@clarissamcpigeon7857]

Virgin won't run a fibre optic cable into your house because that's not what they do. They run FTTC to a street cabinet (just like BT do) then run coax and copper into a junction box inside your house.

[@darrenokeeffe-coles4177]

I don't blame Mr Kemp for getting this angry. It's his money and livelihood. I would not tolerate such amazingly crap service either. It's hard to keep cool with this level of incompetence.

[@unlokia]

Why do you think that some poor person in Asia CARES about your first world problems ENOUGH to have you call them up and be aggressive with them, swearing and abusing an innocent call centre agent? That's very unkind, and pretty childish - stamping your feet like a baby. I understand you are frustrated, but have you ever heard the phrase *"don't shoot the messenger"* or the phrase *"You get more bees with honey, than vinegar"* ? I think it's time that people with this air of "entitlement" learnt some decency and some manners. Tell me; why should some poor call centre agent earning MINIMUM WAGE, care about your first world problems, when they probably live in abject poverty, or near to it? They shouldn't - that's the long and the short of it. If you want ANYTHING good to happen, PULL YOUR SOCKS UP, behave with humility and kindness, and talk to people like HUMAN BEINGS, not your slave - they are the messenger for some fat, greedy, incompetent lard-arsed corporation - they are not THE corporation, they're just trying to feed their families. What a horrible way to talk to people - MAN UP, and be CIVIL. "Mr Kemp" needs to get something meaningful in his life, instead of documenting all the phone calls he makes to customer helplines and then uploading them to KZbin; you're not "proving" ANYTHING, you're just creating "whine fodder" for more ignorant, like-minded goons to crow and moan over. "Being a man" is something a VAST majority of modern western men have got TOTALLY back to front - you've just no idea what it means - being a man is being KIND, patient, understanding and loving others, and not stamping your feet and shouting when things don't turn out how you expected. That's life - life IS HARD, welcome to the human race. Adios.

[@MrSkydiver400]

From experience working in call centres, i see alot of people saying he should have escalated the call to management, half the time management won’t take the call and leave you in the shit to deal with it, the only way it’ll ever be looked into is by logging a complaint then maybe someone will call you back and even then it still probably wont be a manager

[@baz1388]

how could he of seen openreach engineers if he was as he said "sitting on his ass all day waiting" and he even states that he saw some when he was DRIVING back to his house so you havent been waiting all day you might of missed the openreach guy when you went

[@foldedfordgalaxy8297]

u missing the point. he must of went out before the engineer was due.

[@MyFifaman]

I can see a lot of people are saying that Indian call centres should be abolished and the jobs needs to be taken back to UK. There are people in UK who needs job. Fine .I can understand that. Can you please let me know are UK people agree to work for 100 pounds per month, and take 50 back to back calls every day for 9 hours.I presume not. Thats why the jobs are coming to India. You cant deny that UK clients are also eager to outsource them. P.S- I am a manager in BT Telephone Faults Team India.

[@Rachel-hb5sr]

Sir, they have no clue of the lifestyle advisors overseas have started living just to serve them..

[@multipl3]

Too right! It doesnt matter who you talk to! If a company gives you shite service you should be able to vent your frustrations! They get paid to take this!

[@TRS-Tech]

Sorry I have to disagree with most of the people posting and you may be surprised to hear that I was an engineer with openreach for over ten years. Here is the truth pulling no punches. The company ram as many appointments onto the engineers as they can, they treat there staff like there customers. I would often be given a job that several promises have been made about by a guy overseas who knows nothing about the way the network functions, how long jobs can take, if there is actually any circuits actualy going to the house, if its a two man job, if it needs a cherry picker when the pole is rotten or the junction the customer connects to is full and has been for a year, is full of water or the entire cable needs to be replaced but they don't want to spend the money. One year I had 12 jobs on the same street and other engineers I know had multiple jobs on this street to. So rather than digging up the road and replacing a cable ( a couple of days work ) they would rather keep sending the job out to engineers again and again who can do about as much about the problem as your local florist can... I kept a diary of problems just like these and it was 72 pages long. They did not see the problem with giving a six hour job to an engineer that is due to go home at 5pm, you would close your last job down at 4:50pm and the six hour job would pop up on your screen. Now you are not suposed to send a job back or keep it for the next day as they will have you in a disciplinary meeting quick smart. If you do the job they forget to pay the overtime and you have no family life at all! So you actualy refuse and then its your job to call the poor customer who has been reduced to watching Jeremy Kyle he is that bored out of his skull, then the customer screams and shouts at you even though its not your fault! Unfair? Yes for both the customer AND the engineer but as the engineer you are the public face of the company and it sure as heck isn't the customers fault.... I knew loads of engineers that were fed up, stressed and made ill simply due to people up the food chain who don't care and are never made accountable. I don't blame this customer, I feel for him and for the engineer that at some stage turns up as he takes the heat for it and then works until silly o'clock to get the problem sorted as he feels sorry for the customer. That was how it was when I worked for them and my 20+ years of experience in the field including military work meant squat! I would never EVER work for them again not for 100k a year let alone 25% above the minimum wage... Its so sad that our so called 1st world country has a 3rd world communication infrastructure. To the customer on this video I realy hope you got your problem resolved before your 60th birthday and I'm sorry you had to go through all that. All the very best. :)

[@darrenokeeffe-coles4177]

Trouble is, although the agent is just an employee, he represents BT in this respect. He should be a professional and able to deal with the issue, and if not - he should put the call through to his seniors who can make the decisions. Mr Kemp is very upset due to lack of service. Maybe some people would put up with naff service, but Mr Kemp is trying to do something about it and not taking any prisoners. I also agree that BT service (in every area) are rubbish.

[@Fuyumiart]

What a moron. I feel sorry for the agent. He should not have been this polite if he continued to swear at him. Give a couple of formal warnings and if customer does not comply, terminate the call. We get paid minimum wage and most of the calls are incoming with 0 time in between each call. This is horrendous.

[@blueswim100]

What a nasty man, I would never speak to anyone like that.

[@pratshu]

I was one of the BT advisor...and trust me..in one day...we had to take more than 70 calls! Very pathetic condition!

[@sanjeevansingh2123]

True. Very true

[@anthonyfaucy2761]

You lot in India accept very poor pay which is why companies outsource to you. Demand higher wages otherwise you'll keep getting treated like crap

[@boagles9670]

It's laughable how people think they can phone a company and be put through to a wizard. "You want engineer? Sure, Greg will be there at half five so stick the kettle on."

[@AC-js9pf]

Customers should have more respect for us as BT advisors

[@LuaNub]

Not when your company makes fucking annoying phone calls

[@dannydandan8495]

Respect your customers first and clue them in instead of treating them like cunts with nothing to do.

[@frankeebensteadd]

You advisors are dirt, so treated like dirt.

[@victorsimonraj]

if I was in that position I would have fucking cancelled your order 😝

[@CrimsonCreationAGM]

10:20 that made me jump a little damn

[@richfan10]

Poor tech guy he obviously can't do nothing about it nobody is winning here

[@AJsVIEW]

I would this customer on speaker phone for everyone to ROFL and then say "sorry" everytime he asks a question until he hangs up lol

[@atollbits8870]

I get his frustration, 20 days without internet while running an internet business is a bit shit, but he's taking it out on the call centre agent as if its all entirely his fault.

[@harrygotts9694]

Total sad cunt talking to a call centre agent like this do you feel real proud of yourself

[@SuperMisterInvisible]

Jeremy Kyles broadband is broke again. ;)

[@Mateoski97]

I work a desk job where I answer phone calls, and let me say, if you spoke to me like that in person, I'd swing at you. I don't give a shit about you or yohr problems, you have absolutely zero right or reason to be disrespecting people.

[@noelhughes8303]

Russell Brand?

[@MatthewWilliamsFly]

They NEVER turn up. Thats the way BT operate. They mess you around to see if you really do want the engineer, hoping you will give up. They will still expect you to pay your bill however.

[@SaNtAcRuZrIdEr19871]

From working in call centres, this is s prime example of how not to make the advisor give a shit. The nicer the customer the more likely someone's gonna help.

[@emmaheavyside7459]

Wouldve cut that bully off in 2 mins what a horrible person speaking to somebody just trying to do a job

[@seductivegoat2403]

That guys being a knob, its not his fault, if hes been told theres no engineers theres no engineers, what can he do

[@martinb2398]

His tone and cadence is strikingly similar to Ricky Gervais. Is that their local accent?

[@lucaspage6080]

As I'm watching this and viewing the comments my BT Internet keeps dropping out. I get better internet on my phone out of O2 then I ever have out of BT; even when I'm out of 4G range, O2 provides more stability to the internet on my phone. I have nearly finished my contract with BT (thank god) it's been nothing but trouble from day one. It cannot handle more than a few devices at one time. I have a PlayStation 3 and if I do a game download with BT I get about 2mbp a second max with the games being about 5gb or more. Plus when it's downloading a game I cannot get Internet on any other device, meaning BT just cannot cope. All BT do is provide a product that is not of satisfactory quality for non-technologically minded customers who won't notice bad connections. If BT was any more watered down they would need to start branding "Volvic" all over their products!!!!!! Also with BT they have 3 transitions from my hub 1 is my WiFi that I pay for, the other 2 are so BT can get more money from the "pay as you go" internet I live on a road where everyone in range has their own WiFi. So BT are using some of my internet to transmit these channels when no one is going to use them. BT is actually pathetic cannot wait until I get Virgin Media then I won't have to do my daily hub reset routine to get my internet to work. Good on you mate for having a go at BT they deserve it for not providing satisfactory quality!!!!!!! Thank god I copied the comment, tried to post - BT didn't work (no surprise) otherwise would have been a waste of time. Gonna have to use O2 like always.

[@willjackson1966]

❤️ this, love your pain x

[@CapybaraConnoisseur89]

This happened to me last Saturday, gonna call them just now... fucking BT honestly. They didn't even bother to inform me about this.

[@mouthful123]

I know how he's feeling. BT's customer service are appalling and the number of times they've hung up on me when I call them all the time.

[@2malscott]

because the person on the phone was extremely irresponsible . any business that is as incompetent as this is ought to be shouted down good!!

[@lizlizchristian]

Write a complaint, wait 8 weeks for no reply, then report them to ombudsman services, and get compensation. Hit them where it hurts, in their fat cat, greedy pockets. Roll on 4G, when we don't need BT phone lines.

[@riadas1913]

ChaCha Smith just need an info..what is the cost for going to ombudsman?? another question is y do not go for 4G and why is BT service in demand inn UK still in this age of mobile phones and 4G..why do people need to go thru the hassle of disputing directory enquries numbers whenever the get there bills telling they never called the directory?? i dont understand why people cant google out numbers??

[@syedhussain2699]

I worked in the same call center.. and yeah it was just 3 days after the training i was on calls.. looking at the poor management of bt.. I quit. Believe, me the terrible thing is not when customers shout(they pay us), the worst thing is no option for an agent to do anything for customers.. I dont know if they have improved it now.. or its still the same, I being a consumer, loved what u do!

[@knicol46]

When big companies let you down the only main point of action you can take is to repeatedly advertise the customer experience on social media for others to know. They will quickly offer to assist. Worth contacting the head office direct to make them aware of the experience or contact a director of the company explaining your issue(s) - don't let the customer agent know you are taking it further they likely to give less of a damm. If you still get nowhere - change to a new provider.

[@jon0881]

Well done fella! This happened to me and working in the industry i can tell you i dont know ANY other company that would still be in business if they run like they do. The agent did a good job but he should have escalated the call.

[@brianleftwich7535]

That is ok i was told that i would get a engineer on Wednesday but did not turn up but is now booked on for Easter Sunday(16 April 2017)

[@Cooko073]

What a knob, hope you didn't give the engineer the same treatment.

[@karansena]

i work in bt and the advisor you were speaking to is the order management dept bt and customer are not allowed to speak bt open reach bcz they are technicality language which customer cant communicate through . and lets take for a ex if today is your appt and if its missed you will have no choice but o wait for the entire day or a new later appt will be booked . bcz software we use dont allow us to book a earlier appt on a committed order .its only from 29/9/2013 it will be updated .

[@lapucelledarc]

IsThatRickyGervais?

[@Tringsh]

@bligh001g Trust me the guy was well within his rights. I've had dealings with BT almost exactly like this.

[@liamconnelly1987]

Rep shown amazing restraint there i would of killed the call about two minutes in. Did it make you feel big swearing at a rep not involved in the process at all? What what happened when the engineer came down a few days later, did you have such an attitude then. im guessing you just stuck the kettle on!

[@BRONTEISWIERD]

You need to give respect to get respect. Why take your anger out on the advisor its not their fault. Dont shoot the messenger.

[@sheebasolomon]

You cannot be so rude to human beings. You'll not die without broadband for a few days. Any service be it BT/Sky/Virgin media it's the same. All entertainment services work the same, if everybody could stop using profanity on call it would be amazing. What you sow is what you reap.

[@sakusaku1956]

People cannot understand that we dont have any contact with the engineers.Saying that you can see BT engineers outside of the house doesnt mean that we can contact them.We have a lot of trouble with the engineers because some of the engineers skip on purpose their app.Because of people like this i quit my job :)

[@mukeshchettri694]

Omg I dealt with these types of calls for 2 fucking years and i wasn't a good agent at all. I remember arguing and fighting with some racist costumers .

[@a2zme]

This guy sounds like Russell Brand..

[@EzioAuditoreDaFirenze99]

More like rick gervais

[@a2zme]

Is there really a difference? :)

[@EzioAuditoreDaFirenze99]

a2zme yes...

[@Focusing_on_the_light]

I would say it has nothing to do with the engineers. They probably didn't even have the job. Its allocation.

[@eviansoldacc9526]

PLEASE NO HATE AT ME PLEASE! ----READ---- Okay, The Fact about BT is their Internet and phone lines are better than sky and TalkTalk. It is the CONSTANT issues with the broadband! ISSUES I HAVE ENCOUNTED ARE LISTED BELOW Within 1 week of being with BT i have encounted: DNS Error DNS Change DNS Server isn't responding DNS Conflict IP address error Internet Error Broadband Connectivity issue Default Gateway not Availible Default Gateway not correct IP Incorrrect Broadband Error Fucking hell... ***** Yeah BT UK i tagged you so you can see ALL of these issues.

[@LukeStratton94]

+DurableHD There's no such thing as a 'DNS conflict'. I think you've just listed buzzwords personally.

[@eviansoldacc9526]

Luke Stratton I posted this ages ago, and no, No Buzzwords personally, They mentioned 'DNS Conflict', Multiple times.

[@garylilley88]

‘I’m running an internet business with no internet’ If your business is that important why don’t you have a backup like mobile broadband or a phone with unlimited data you can tether to? Openreach do a good job, people just think they can turn up out the blue? People don’t realise that there’s a list and a queue of people waiting one lengthy install backs everything else up down the line and it’s probably a never ending vicious cycle.

[@chrisvillan88]

Customer sounds like he's 14

[@marchewaski]

Where is my super fast broadband? Openreach, you have broken your promises twice already, merci.

[@oaksystech]

The UK Parliament should pass a law requiring full compensation (lost wages/inconvenience + the installation fee) to be paid when Utility engineers fail to attend a scheduled appointment. If this were case we'd see a rapid improvement in service levels and the help desk people would not have receive these types of call. However I understand Mr Kemp's frustration.

[@IndiaUpClose]

British Company, British Engineer, British Infrastructure, British Policies and British Law, yet the polite Indian advisors has to go through all of this. If Openreach has said they have ran out of Engineers, then mate God forbid, something is seriously wrong with your country or its companies. Not enough skilled or educated Engineers?

[@Unicysis]

Tell me, Abhay, how come the population where you are at the moment has reached a staggering billion people? Is it because you have people there who either are too politically and socially disinclined to know an honest day's work or have parents who spoil them in a regular basis to an extent that they believe that they're too good for employment? Not being funny or flippant, but wasn't it the "polite Indian advisors" who bought Jaguar and Land Rover? Isn't it India who capitalises on Britain's railway system by transporting hundreds and thousands of people from one village to the next? And isn't it India who took from Britain the very language that you guys seem to scrutinise very well on a regular basis, and on a sentimental level too? Mm-hm. Yeah. You might want to think about that before you insult the integrity of a Commonwealth state, my boy. And before you go off on one about how Britain is to be blamed for your poverty, do me a favour. Read up on Mughal India and how times were during that era years before the British came and settled. Thank you very much.

[@mslaniebells5874]

billing dept isnt cancelling the BB access . its not very nicee to shout ; if ya want help let them help ya . let them talk . I understand that ur pissed however its not right to shout them and disclose unpolite words .

[@Templar-vj1dy]

Ricky Gervais?

[@Ragman2]

I keep thinking the same thing lol

[@victorzsasz5284]

Completely unnecessary, no point using foul language and questions he clearly doesn't have answers to. Disgusting on part of mr kemp

[@Wayne_Szalinski]

totally necessary, and god so entertaining.

[@cloudnine585]

Victor Zsasz You have obviously never been in his position. Believe me I am normally a mild mannered person. However these people have driven me to near murder in the past. I completely feel for this man. That operative should have absolutely known the answers to all of his questions. He has paid for this servic and he should get it. Big companies make so much money now that they don't give a flying kangaroo how we the paying public feel. Thats why the whole thing is going down the pan fast.

[@grahamemerton7055]

for the number, google "bt high level complaint" - If I were unlucky enough to have to use their dismal service, I would NEVER use the standard Indian complaint chanel - go straight to the (very few) people with any real clout, AT THE VERY TOP

[@davidgallaher8102]

recording them without their permission is illegal and they could take you to court just fyi

[@matthewirwin141]

Is this David Brent?

[@helenfox1420]

I know, he is awful. Its not the poor guys fault on the other side of the phone

[@UK31337]

Openreach are a separate business despite being part of BT Group. BT don't actually have that much control over them.

[@YouTubeSupportTeams]

I can understand his frustration.. I've had one of these clowns not turn up too and only had to have one call out in my life ffs so the service must be absolutely terrible

[@CoD4Cheatz]

I've worked for BT in the cancellations department and it's a horrible company to work for. I'd never use BT's services either, it's just over-priced and also it's the most unorganised business I've encountered. I know Mr Kemp seems a bit angry, but believe me, he is calm compared to most people and it's very understandable if you've seen what I've seen. BT are awful. I worked for BT but had Sky services, lol.

[@LukeStratton94]

+Heinz Beanz You are aware that the backbone of Sky's services is Openreach...?

[@CoD4Cheatz]

Luke Stratton yes, like I said, I worked for BT. But I'd prefer to make my contact with them as minimal as possible. Openreach activated my services and will do any maintenance, but regarding my core services and bill, etc - Sky will deal with. I'm sure Sky have their own problems too, but ignorance is bliss. I would've opted for Virgin Media (cable) but it's slightly out of my area.

[@jkamara77]

Mr. Kemp has point like his line has been down for 24 days but what I hate in the whole conversion with BT Customer care is, he kept repeating the same question million times about appointment even though the guy is trying to explain to him as to why the Engineer did not turn up. Anyway, it could be that he himself is not a good customer to BT that's why response to his problem is dragging in a snail pace. I would like to know if BT finally fixed his problem or he ended up switching over to another service provider.....

[@williamwilbur]

You are wrong, it's best to keep repeating the question as it's more effective and the guy on the other end eventually gets fed up meaning a higher possibility of the guy on the end transferring to a manager.

[@jkamara77]

did you try to find out if his problem was finally fixed up? I am really interested to know.

[@riadas1913]

William Grimsley yeah buddy..manager is d ultimate GOD :/

[@JU0800]

Its funny how the sales department are british based and they outsource the technical side in india, its all about profit same principle within the automotive industry mercedes benz manufacturer there engines in usa and holland and gets assembled in germany to save money on tax

[@GeoLamb2974]

While I appreciate the frustration at being let down having several times by BT having been a victim myself what I don't appreciate is the foul language and personal insults directed at the BT representative. Forget the engineer and book an anger management course instead.

[@joppekim]

well, to not do that he will NEVER get things done.

[@claretwayno]

Every part of your Argument is flawed, - Know what you are talking about befre you start kicking off with a guy who just answered the phone and doesn't and hasn't done anything wrong.YOUR JOB WAS NEVER GIVEN TO AN ENGINEER!!! - Most Start at 8:00 and finish at 15:52 so demanding one at 17:20 is pretty unlikely.

[@gregsargentuk]

Sad man! It's hardly the bloke from indias fault is it? Some jobs take 5 minutes, some take all day / hence it's sometimes hard to get all appointments out in the day. Do you really think the bloke you're giving a hard time cares if you cancel your line?

[@nhl098]

Do not take an appointment if you are not going to do it, your making people wait all day at home 1-6 let;s say, your wasting your day cause they can't hold their appointments... and when it happens more then once that's not good customer service. Things happen but when it happens constantly and they can't hold their appointments they are at fault plain and simple.

[@nhl098]

and if he knows there are lack of engineers he should not be taking appointments.

[@mwervin1s]

That was amazing!

[@parow1985]

I feel for you mate just been through the same madness with bt aswell

[@kurtishunt4283]

And that makes it okay to speak to humans like that on the phone?

[@Uratube25]

Ive been told 4 times an engineer is coming, no call, no text, nothing, and they are a communication company!! Totally agree with your frustration, worst company ever and they dont give shit, and if you send a letter of complaint dont reply, arrogant bastards!

[@gavva2010]

+Peter Maclellan Google "high level complaint" / "chairmans office complaint" it's the only language these fuckwits understand, go down this route & get the customer service you'd expect in the 1st place anywhere else. Here it is: BT High Level complaints 0800 731 2762,or possibly 0800 3289393 both these numbers appear online for BT high level complaints. Don't write, speak to an organ-grinder, not one of the (many, many) monkeys

[@KFC_Boneless_Chicken]

bloke sounds like Nigel Tufnel from Spinal Tap

[@MrNeeds]

I see you're struggling to realise that "OPENREACH" is nothing to do with "BT Retail", your missed appointments are "OPENREACH's" fault, not "BT Retail's" fault, maybe if you did your research before this call, you could have been a little nicer to a man at a desk relaying information to "OPENREACH".

[@ilyasyahya2536]

Nah you guys shout at advisors like us yh but what you don't understand is we don't have a magic button which lets us book appointments like that, we ain't got no admin account, and bear in mind once an engineer is booked a higher company (I'm saying higher due to data protection - many providers also do secondary disgnostics) will do their own diagnostics, and if they find nothing wrong in landline or broadband tests and find that an engineer is booked, their system will overwrite the system used by the advisor and will automatically cancel the engineer, advisor doesn't know and neither does the customer, it's just how systems are, if you wanna complain - complain to the guy who coded the system for you to even have the chance of booking an engineer appointment on in the first place, like just remember - if you were an advisor would you deal with customers the way act like one?

[@Delta10666]

Anyone trusting BT as an ISP is a pillock.

[@ANGELUS5548]

I'm glad I didn't rejoin BT I went to virgin and their all shitty customer service but Atleast the engineer turns up when they said they will but BT Internet speed are really shit compared to virgin they haven't invested in improving their speeds they offer 60 mbs max virgin offers 200 mbs and Virgin is much cheaper

[@user-xb5zu6zu7j]

I understand your frustration. They're very bad.

[@IndiaUpClose]

No law or policy to protect customers rights and provide a proper service? Half of the profit comes because Customer service and other shared services business is run successfully in India at half the price? Where your country is headed mate? Too much dependence on foreign skilled people. Come to New Delhi. 100 Mbps broadband for only £20 a month, No FUP and have never called cst care in 3 yrs.