Five months, hours of calls.. and Barry’s STILL waiting for a landline

When Barry Morris spoke to a member of staff at BT about his landline problem, little did he know that in the following months he’d speak to a further 12 people and run up at least six hours on the phone.

The 70-year-old mortgage adviser and father-of-two from Brighton first contacted BT in February to install an additional landline in his house. 

The current landline runs through the family’s wifi router, which they wanted to switch off at night.

BT agreed to install the new connection and Barry was charged £27.75 per month for the additional landline. 

However, when the line was put in it was connected to the family’s wifi router, which is not what had been agreed.

Endless delays: Barry Morris is still waiting for BT to fix his landline having first requested it in February

When Barry contacted BT he was told that if he removed the additional landline he would also lose his original line, which he has had since 1978. 

Barry spoke to 13 different members of staff to try to settle the problem to no avail. Now BT has marked his case as resolved and closed his complaint.

Barry is one of many customers who have found their cases closed before the problem is sorted. 

He says: ‘I’ve spent at least six hours on the phone to BT over the last few weeks and I am no closer to getting this issue resolved.

‘In years gone by, service was paramount, but nowadays it seems companies are run for the benefit of the firm, staff and shareholders, while customers contacting them are treated as just a nuisance.’

The recent announcement by BT to cut 55,000 staff by 2030, as it incorporates new technology such as artificial intelligence (AI) into its operations, can only exasperate customers like Barry.

Indeed, regulator Ofcom found that only 51 per cent of landline and 55 per cent of broadband customers are happy with BT’s handling of problems.

It also discovered that BT customers spent more time on hold waiting to speak to customer services in 2022 than in 2021.

Customers have reported waits of more than six months for landline and wifi connections to be installed. 

When they contact customer services, calls can take hours as their case is passed around several members of staff.

The Money Mail postbag is bulging with letters from frustrated readers who despair at the risible customer service offered by BT. Many have also taken to social media to air their grievances.

Among those left waiting months for a visit from an engineer was Stanley Weedon, 76, from Torquay, Devon. He faced a seven-month delay for his home to be connected to fibre optic cables that had been installed in his area.

Complaints: Ofcom reports just 51% of landline and 55% of broadband customers are happy with BT’s handling of problems

In October, an engineer came out to secure a cable from his road to a box on the pavement in front of his property. 

A week later, a second engineer put in a cable from this box along Stanley’s garden wall under the front window of his home, where it would then be connected.

Stanley expected another engineer to arrive soon after, but then found out it would be April before the job would be completed.

He says: ‘What a frustrating experience this has been. I kept getting emails telling me an appointment had been scheduled, only to be told it had been cancelled.’

In the end, Stanley sent 58 emails, made 20 telephone calls and spoke to three advisers before his situation was resolved.

‘It’s a good thing calls to BT are free,’ he says. ‘Each phone call could last for up to an hour. Over the last seven months, I think I’ve probably spent more than ten hours on the phone to BT.’

Others say that customer service at the telecoms giant has become so poor they dread calling the company’s telephone helpline. 

Among them is Philip Travers, from Harrogate, North Yorkshire, who says that multiple poor interactions with BT customer service means he now feels quite anxious having to make calls to them.

Philip, 70, has seen his direct debit for his mobile phone soar from £40 a month to £60 in the last year. 

Job losses: BT to cut 55,000 staff by 2030 as it incorporates new technology such as artificial intelligence into its operations

The former insurance assessor knows that calling BT to haggle this price hike could help him shave vital pounds off his monthly bill, but he would rather pay the higher amount than face hours on hold.

Philip says: ‘I’ve been with BT all my life, but the idea of calling the company causes me stress. I know that ringing the helpline means I’ll be stuck on the phone for an hour and will end up having a row.

‘The situation makes me angry as BT are supposed to be the number-one phone provider, but its service could be better.’

Philip recently moved house and spent between four to five hours on the phone to BT to get a landline. ‘It was such hard work. In every case, something managed to get mucked up.

‘The worst time was when I was outside my new home with a removal van and no engineer, despite me booking one in advance. 

‘When I called BT I was told I’d need a new appointment in two weeks’ time. When I pointed out it was the firm’s mistake and asked for it to be sorted quicker, BT pretty much said, “It is what it is”. And then never did anything.’

He adds: ‘A phone line is an essential service, but BT is run to make profit when it should also be there for the benefit of its customers.’

Money Mail’s Pick Up Or Pay Up campaign is calling for companies to be penalised if they do not answer the phone within ten minutes. Currently, there are no penalties, which we believe needs to change.

Last year, similar legislation was approved in Spain, meaning firms now have three minutes to answer their phones or else they face fines of up to £85,000.

A BT spokesman says: ‘We’re dedicated to keeping our customers connected. We are among the best in the industry for the overall service we provide, and are committed to helping our customers wherever they need us.’

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