I run a small business. When I needed broadband I decided to return to BT (after a very satisfactory relationship with Utility Warehouse) and put my calls, line rental and the broadband in their hands and on one line. I stopped the second line which I'd originally had for fax.
For many years since I'd opted for one bill, I'd been receiving about 8 sheets of paper each quarter. Now added to these was the broadband bill, a completely separate account it appeared invoiced entirely separately.
Imagine my delight, given my green leaning, when BT announced that I could have an online account and administer all my BT services there, have one login, set up a direct debit and never worry again. That was nine months ago.
Everything seemed to be going well. OK I admit it - I hadn't logged on to check. Why would I? Then out of the blue I received an email to tell me my bill was available. That was new. I'd never had one email about billing before. Better have a look. There's me who had never ever received a red bill, looking at red text telling me that I was overdue by nine months for charges for the phone line and calls.
I won't go the lengthy calls, the shortness of my temper and my eventual capitulation into paying the outstanding amount using a credit card, and then setting up a second direct debit for the line and calls. Suffice it to say that a whole afternoon was taken up with trying to handle BT's clunky and completely unwieldy customer care team. It's not their fault, bless them. They don't have the right buttons. But it would have been helpful if, instead of telling me that she was going to speak to a supervisor, the young lady who received my second call had not put me on everlasting hold which terminated with unobtainable ringtone!
If all the other telecoms providers can deliver amalgamated services with one simple bill that you can understand, why can't BT? Why does BT have to add their £4.50 charges for handling payment, and then deduct it again on the same bill because it's not applicable if you pay by direct debit? BT competitors do it far better.
If Internet Explorer conflicts with BT's pdf download technology say so, don't leave me to deduce it from the "are you using Explorer?" question which three separate customer service operatives asked me. Why not tell me? Then I'd not have wasted so much time trying fruitlessly to access my invoices. (If you've stumbled upon this blog in answer to the question "why can't I download and print my BT invoices" the simple answer is, use Firefox not Explorer.)
So BT - and I do hope you're reading this - please sort it out and sort it out soon while my shares still have some value. I care - the big question is, do you?
P.S. Although another business now uses and pays for my old fax line, BT still sends me automated messages on it to tell me when line problems on my current line have been resolved!
