Na h-Eileanan an Iar SNP MP Angus B MacNeil yesterday met with Mr Brendan Dick, Director, BT Scotland to highlight concerns from constituents about the service they are receiving from BT.
Mr MacNeil continues to receive correspondence from constituents who are experiencing difficulties with their telephone and broadband services and he is happy to raise these problems with BT.
Mr MacNeil said:
“We have had straight discussions over service levels. BT engineers on the ground do work very hard and we can see that on a daily basis. It would appear to be a lack of communication from the providers’ call centres once customers have reported a fault. This is a major issue affecting coordination between companies and within companies. BT have said they are to move many of their call centres back to the UK. I am also pleased to receive confirmation that BT has committed to improve customer service and that every advisor will each receive an extra 100 hours of training.
“It is encouraging to see that BT has taken steps to improve the service to customers.
“It was also very encouraging that Mr Dick also confirmed that BT has recently recruited an additional three engineers in the Western Isles. I also understand that BT plan to recruit an additional five engineers in the Western Isles in the coming months to support customer service delivery and that six additional engineers have been deployed to Lewis to deliver improvements in fault repair times.
“I am happy to continue to assist any constituents who may have such difficulties in the future but I am hopeful that these issues will be addressed.”