BT put customer on hold for 14 hours

13 August 2015

Bitterwallet - Rodney Dangerfield works at PC World Cancelling your contract with a company is a tricky affair, as they guilt-trip you and mither you for ages, hoping you'll crack and stick with them.

Well, one chap called Paul Donovan was trying to cancel his BT broadband contract and found himself on hold for a whopping 14 hours! He says he called BT's freephone number at 7.57pm on Saturday, August 1st, to cancel his £42.99-a-month broadband and sports package.

He was told that the lines were busy, via the usual pre-recorded voice, and that he should wait until an operator was free. Donovan waited for an hour and a bit, before going to bed. He put his phone on charge, but decided to leave the call open, while on hold.

The next time he looked at his phone was 14 hours and 31 minutes after he originally rang BT, and lo, he was still on hold. He took a screengrab of the call time, so he could show it to BT's customer services (when he eventually got through to an actual human being).

He said: "When I have got through before, I was told the service was open 24/7 so I was expecting to get a response. I kept thinking surely someone will pick up but I went to bed and when I got up the next morning, I was still on hold. I hung up as I knew by then nobody would answer. When I called them again, they did not believe me either. It must be one of the longest hold-times ever."

BT themselves reckon that Paul should've been told that the department was closed: "That main customer services number is open Monday to Friday 8am – 8pm, Saturday and Sunday 9am – 6pm. Customers calling outside of those hours receive a recorded message advising them that the office is closed."


  • Stephen
    When you wish to claim on your pet insurance through Aviva they provide a recording service where you leave your name, address and policy number. I realised this the first time during the day when I didn't have the policy number to hand. So I tried again that evening and over the weekend. It's the first time I've come across a recording service that only works 9-5 M-F. What's the point?! Oh, and their site says that they are open until 8pm - they are not, or if they are they don't answer the phones.
  • Daryl
    That`s why I always call customer service first, then go to their office, when my problem became clearly and I have all needed documents.

What do you think?

Your comment