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Thursday, July 23, 2009

You won't believe what happened to me when I called BT

I've been buying broadband from BT for ten years now. During that time they've irritated me by changing the name of the service from BT Openworld to BT Connect to BT Yahoo. Everything, in fact, except BT Meets The Upsetter At The Grass Roots Of Dub. I have three BT lines. A phone line, a burglar alarm line and another number that carries the broadband. Because I have only one point that delivers this last line I wondered if I could transfer the broadband to the main phone line, which has more sockets. I'd put off doing it for a couple of years because I couldn't bear the draining, uncomprehending conversations with distant call centres, the cost and upheaval of engineers or the risk that I would be left with no phone lines at all.

I was talking to Fraser about it. He said it ought to be possible for them to just switch it over. Fearing it couldn't be as simple as that, I put it off for a further couple of months. Eventually, I took my courage in both hands and called the BT Broadband queries line which connected to somebody in Bangalore who gave me another number to call in sales. They then put me on to the change of address section who said they could switch over the line but it might take seven days. Over the next seven days I received a series of automated phone messages promising that the process had been instigated and then a final call noting that the deed had been done. A couple of days later an actual human being called and asked if it was working. It was.

So there you are. The story of something working as it should and good customer service. I couldn't let it go unremarked.