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Fo a billion pound company who made 81.4 billion why is the sevrice so bad

Shockwaaave
Investigator
Investigator

‎19-09-2025 02:30 PM

As is  states why am I on hold for over 30 minutes to a company reporting billions of pounds in profit. im trying to arrange an upgrade but surely 81.4 billion is enough to actually provide a quality service but it clearly  isnt.

had the same number since i was 17 contract used to be in my mum name/  they used to be great  you call or go to a store and sorted, Now its "IVR this pre recorded message that"  and they have the cheek to report 81.4 billion in profit but cannot provide a quality service to the customers, i guess we should switch provider at every opportunity  so they do not get complacent . not missed a payment in over 20 years still treated like you dont matter. clearly i dont. still on hold by the way took me a while to type this in anger 

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14 REPLIES 14
Shockwaaave
Investigator
Investigator
In response to Chris_B

‎20-09-2025 01:03 AM

learn to read to understand and not reply in future

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garybs29
Skilled Contributor
Skilled Contributor

‎20-09-2025 02:17 AM - edited ‎20-09-2025 02:18 AM

Ex employee yet comes on here ranting to other customers? Could that be why an ex employee? Your figures make no sense either tbh. Ultimately though nobody is going to  call you back as we're not employees & have no account access so have no idea who you are!

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ee_user14
Established Contributor
Established Contributor
In response to Shockwaaave

‎20-09-2025 10:00 AM

@Shockwaaave wrote:

its actually more than that but whos pinching pennies here 

Are you sure?

https://www.bt.com/bt-plc/assets/documents/investors/financial-reporting-and-news/quarterly-results/... 

£1.3bn is the figure you're looking for. Even the revenue was only a quarter of the figure you're claiming for profit.

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Shockwaaave
Investigator
Investigator

‎23-09-2025 04:26 PM

These billion pond companies clearly dont care. the IVR is fully design to annoy you enough to go online and get ripped off by the limited  choices.  about ready to leave . been calling daily for a week only to get cut off  after approx 20 mins each time.sometimes you hear the call answer and some fumbling. other times it just cuts off as if the IVR has had enough. i remember the queue quotas feels like stat abuse and im on the bad end of it. can an EE representative get in touch?

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Shockwaaave
Investigator
Investigator
In response to Shockwaaave

‎23-09-2025 05:00 PM

65 mins on hold is a bit excessive. ill try again another time. i cant praise a service i am not receiving. and if you dont ask you dont get  

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