BT complaints

BT_company_representative · 18 September 2009 at 6:28PM

HI argosgold

Sorry to read of the difficulties your having. Pm me some more information and I'll chase this up for you.

Stuart

johnandkaz · 21 September 2009 at 3:35PM

I am a long standing cuustomer of BT and pay for phone, broadband and bt vision.

For past 2 weeks have had numerous pleasant but non productive conversations with call centre operatives after my broadband and bt vision stopped working.

2 engineers have visited, the 2nd repeating what the 1st did with the same result. Each call centre operator has had me describe in detail what my problems are and what their engineers have found when tests have been done.

Some staff have tried to say the problem lies with my equipment which has been shown not to be the case and one tried to get my daughter to agree to pay £89 for another engineer to call to the house.

I am still paying for a service I am not receiving and the complaints proceedure is a joke. I was told I would have a single point of contact and have so far been contacted by 4 different people since making a formal complaint. Each of them apparently needing to be told what my problem is exactly.

Does anyone know how to get some kind of positive response from this uncaring organisation.

BT_company_representative · 21 September 2009 at 4:44PM

Hi Johnandkaz,

Sorry to hear of the problems you are facing with your Broadband and Vision service. You can email your details to forum.moderation.team@bt.com and I will look into this. alternatively you can also send your details in a PM.

All the best,

Robbie

Mike_Samuel · 28 September 2009 at 10:14AM

I am also having hassles with BT. I am now on my 77th telephone call to their helpdesk, I have had 2 engineers visit my house only to be told " no fault found " I have also been to the CEO's office and the high level complaints department, I dealt with Shirley MacKie who's condesending attitude I found really offensive. Ms MacKie pays lip service to a problem and only makes a bad situation worse.
Good luck with your issue, if my experience is anything to go by you have a lot of heartache in front of you as I have had a relpy off the BT represntative who looks at this site "I can not help you with this issue".
Another very dissatisfied BT Customer. Mr M Samuel

Mike_Samuel · 28 September 2009 at 3:51PM

Another 4 telephone calls from BT today.

Call one - To say an engineer is on his way to check the wiring again.
Engineer confirmed nothing wrong - the previous visits also stated that.

Call two - A call from a BT call centre asking if I wanted to "upgrade my system and have BT vision". BT have sent my details to a call centre - ON A DATA DISC - and I have been cold called - AGAIN.

Call three - From BT high level complaints desk - absolutely a waste of time. He read my notes and stated that he would escalate this to the high level "complex problem" engineering team.

Call four was to say he will telephone me again tomorrow ?????.

When will BT supply what I am paying for ??????.

BT_company_representative · 28 September 2009 at 6:58PM

Hi Mike Samuel, can see that the CEO is dealing with your complaint. I am sorry for the delay but the CEO is your best bet as this is one of the highest specialised team in BT. I am sorry that you found the advisor rude and can assure you that your feedback will be passed on. If you could Pm me or send an email into forum.moderation.team@bt.com with your details, I will look into this for you. Many Thanks Gail

richp2k · 6 October 2009 at 1:30PM

Hello everyone, I have been reading through all your complaints and I cannot believe how inadequate BT are as a company. If ever a company wasn't fit for purpose!!

I will add my experience with them and my current problem. (Apologies if I am quite dramatic, I am in fact a writer by trade).

About a year ago I had a problem with Orange and BT. To cut a long story short it was concerning Broadband, and the issue was eventually resolved. However it was the process that caused the problem. I dealt with Orange in a day and was happy with the way they dealt with me.

When it came to BT - My God! I never experienced such a situation in all my days, even when I worked in customer service for many years!! The people I spoke to can only have been plucked off the street and given a desk, a phone and a headset, with no training whatsoever. They had no idea what I was talking about, I was passed from department to department, people were rude, hung up on me, etc etc, the list frankly goes on. Every possible negative scenario took place!! I eventually compained to Ofcom and I ended up dealing with someone I should have dealt with in the 1st place, who resolved the matter and I received compensation from them. It took weeks, compared to Orange only taking a day on their end.

Now to my current problem. A few months later (approx March this year), I was contacted via phone regarding changing my plan and receiving a Friends and Family Mobile offer to go with it. It all seemed great and after double-checking the small print with the adviser I agreed to go ahead.

BIG MISTAKE!! I SHOULD HAVE KNOWN BETTER!!!!

It nows seems after speaking to them this morning (following 'another' complaint e-mail yesterday), I have been "charged DOUBLE every month - for something that is meant to be free in the 1st place!!!!!" But it doesn't end there. And this part is very important to those who use online billing instead of receiving paper bills....

....DOES ANYONE ACTUALLY UNDERSTAND THEIR ONLINE BILL???? I am an educated man, but I have never seen anything so complicated and ridiculous in my life. The layout is a shambles, there are credits and debits everywhere, numbers don't add up. In short, it is a complete mess. Perhaps it is just my bill, but I am confident it is not. According to another part of my bill, my line rental is £11.25 per month. With quartely bills for every bill I receive, by my reckoning the line rental should be £33.75. BUT IT NEVER EVER ADDS UP TO THIS. Why is that? And the IMPORTANT part of this post really is, if I am being overcharged but could not see it because the bills are such a mess, how many other people are being overcharged too?

What I would like is someone at BT to explain to me exactly what has happened, whose idea it was to set out the bills like this, and why I am being charged for something that is meant to be free. I can also confirm (from my onversation with them today) that due to BT changing their pricing structure at the moment, they are taking an extra month line rental off everyone for this billing month. WHERE WAS THE MAIL SHOT TO ADVISE THIS???!!!! WHO GAVE THEM AUTHORISATION TO DO THAT, WITHOUT ANY PRIOR WARNING???

I am absolutely disgusted with BT, have already contacted Watchdog regarding this, and await a response from one of the reps in previous posts, to see what they have to say regardng this.

Thanks for reading!

Richie.

paul_o_3 · 6 October 2009 at 3:43PM

The background:

I was due to move house on 2nd October. Called the 150 number to arrange a transfer and the troubles began......spoke to someone in the Warrington Call Centre who was clearly trying to push me into an 18 month commitment by suggesting I had to pay for the new connection (because the line at the new property was with TalkTalk) and that I had a rolling annual contract on my call package.

I stood firm on this issue and ultimately asked to simply terminate my current line on 2nd October as I wasnt prepared to pay connection or a "termination fee" on this alleged rolling contract. The attitude of the call handler was frosty and at one point very sarcastic and whether as an extension of this attitude - or just incompetence - she disconnected my line. I was told it would be quickly re-instated, but that was at 11am on the 20th September and of course it wasnt.......

So, I then bounced around call centre operatives in warrington that same evening and then india, and was still in limbo. I dropped a PM to the BT representative user account on here, whilst on the phone to the Lancaster. Whilst on the phone to Lancaster, the call centre operator contradicted the original one in Warrington - stating that I did not have to pay for the new connection, so I ordered it. The go-live date for the line & broadband at my new property was to be 5th October.

As for the BT representative from here, they got in touch pretty quickly and got hold of the problem - BUT did not improve on the go-live date set for the re-instated line at my old property (24th September).

So, fast forward to October 5th and no sign of any BT HomeHub arriving - nor any phone line going live. I put a call in this morning (6th October) to chase it up and discovered that my order for the line and broadband had either been cancelled or just "hadn't taken" - they couldn't tell which! In order to try and get something sorted, I have had to re-order the line and broadband again and then was put through to India once again to escalate the order.......you can guess whether or not they managed to do this......

Current status is a new go-live date of 14th October, as they have to book an engineer (or so I'm told?!) to switch the line back from TalkTalk. Judging by the similair complaints on here, it is obvious that the home movers department is woefully inadequate. Over and above being contacted by someone from here (nothing yet), I would suggest the following:

1: That BT takes a hold of the issues within home movers. To suggest that we must give BT 14 days notice - yet have BT completely fail to deliver on the commitments - is unacceptable
2: To not have any means of escalation (apart from posting here in hope of someone calling you) is way less that should be expected for the dominant Telco in this country. There should be an escalations/complaints number.
3: To give an excuse that the division that does the provisioning (i.e. BT Openreach) is a different company is simply not acceptable. You are in the same group - talk to each other!
4: When I got a follow-up call from another BT representative from my original PM on here, he eluded to the fact that the call centre people didn't know how to escalate things. sounds like training is the issue here.
5: If a customer makes a complaint about a member of staff, they should be appraised of the situation. I have had nothing since 20th September.
6: Considering I am unable to use a BT phone to call the 150 number, I should be reimbursed for the calls I have had to make from my mobile

I had resisted the urge to post here, but on reflection have decided that it is only with lots of us shouting that something might get done to stop others suffering this complete lack of service.

ohdeer_2 · 6 October 2009 at 10:32PM

It seems I'm having as frustrating a time with BT as everyone else!

I've been with them for about 4 weeks now - picked the line rental only option and signed up to online billing/direct debit to ensure I would be paying the agreed £11.25 per month. Received my first bill which stated my monthly payment amount would be £24.00 per month, so I called and was assured this would be resolved. Fast forward 3 phone calls/3 incorrect letters later, and I have to call again as I'm still not being charged correctly. Apparently their direct debit system does not accept small amounts, therefore they're now rounding up my dd amount to £12.00 every month!!!

"We can keep your monthly payment to £12.00 as the system does accept £11.25; however it takes a round up figure. I assure you that only £12.00 will be debited from your bank account."

I am so annoyed with this - it's been so difficult to get a coherent, consistent answer from BT that I dread trying to claim back any overpayments I make. I just want to pay the line rental charge and leave it at that. Anyone have any ideas? Is there a way I can make any sort of headway with this? It's so frustrating!!

Thanks in advance...if anyone knows of a shortcut to get through to someone genuinely helpful I'd really appreciate it!

Heinz · 6 October 2009 at 10:40PM

Change to Whole Bill Direct Debit.

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