01/09/2026
Having spent two hours on the phone to BT to get a replacement hub for a customer, here are a few tips when dealing with customer support.
0. Avoid BT if you can. Not only is support rather poor but the hubs they supply don't work well with older equipment and need settings tweaked.
1. Switch everything off and on again. I know, I know, it's a cliché but sometimes it works. Also get a pen ready to press the reset button on the hub when they ask you to.
2. Don't bother with their text support service, it simply does not work. Neither does their "visual" fault finding service.
3. Phone 0330 1234 150 and settle in with a nice cup of tea.
4. Choose options that allow you to speak with an agent. I can't remember what they are, but listen to them all and choose accordingly.
5. Remember that support agents are under paid, over worked and poorly trained. They follow a script and won't deviate from it.
6. Explain clearly what the problem is. Write it out first so you can be concise.
7. Be prepared to reset and restart the hub even if you know it won't fix the problem.
8. If you're getting nowhere, ask "Please can you escalate this problem to the next level? Thank you."
9. Prepare to wait. The next person has proper technical training and can usually sort it out.
10. If they can't, ask "Please can you put me through to the customer retention department?" That usually gets their attention.
11. Never be rude, it's OK to be, and sound, frustrated, but don't raise your voice, they don't need much of a reason to hang up on you and make you go through it again!
Good luck, you might get a result is less than two hours.
