BT complaints

Hi
I am now on my 64th telephone call with the high level complaints team.
I have had the 3000 KBPS speed as stated by the BT sales team "3 meg speed raising to 3.5 meg in November - for my area" for 2 days only. The speed was increased and then dropped back to 900 to 1050 KBPS the following day.

My IP Profile is 1250 KBPS, therefore the maximum BT can achieve is 1100 to 1150 KBPS.

I have received a "deadlock letter" from Shirley MacKie at the BT Executive Complaints Desk which states that we are in deadlock, BT will not release me from the contract to find an ISP that will supply a decent download speed and the letter states that BT will not improve on the current download speed.
I have found Ms MacKie's attitude absolutely abysmal and if it is representative of BT as a whole, then I do not wish to remain with a business that holds customer satisfaction and customer service with such poor regard.

The letter from Ms MacKie is dated 21st August, reference number VOL011-22462491012.
Ms MacKie can supply my e mail address and telephone numbers if you wish to discuss directly.

Regards

Mr M Samuel

Since posting this issue I have had a response from "The BT Representative" who visits this website, and, like all the staff within BT he has stated that he can not help with the situation. It is not surprising that the reply was NOT listed on the main forum page but was sent directly to me and not posted.

I am still in the same position with BT, a very sub standard service, still in contact with The Asian Helpdesk and have escalated the issue to the Communications Ombudsman.

I AM A VERY DISSATISFIED BT CUSTOMER, all I want is the service I was promised and I am paying for - nothing more nothing less.

BT - just give me what I am paying for.

Mr M Samuel


September 28th

Today the IP Profile is 1000KBPS, actual download speed 956 KBPS.

BT sales stated up to 8 Meg download speeds and in my area 3 Meg rising to 3.5 Meg in November.

I am now up to 81 telephone calls and engineers know their way to my house without a Sat Nav, I have also had to change three BT home hubs.

The BT Moderator who visits this site has also stated that "he can not help", the moderator posts responses, where he can help, on this site. He posted his negative response where the general public can not see it.

I am still with a poorly performing ADSL line and BT are still taking my money.

An overview of today - another 4 telephone calls from BT.

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 - YET 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, the issue has been with them for 2 months.

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

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

Mr M Samuel



THE LATEST ADDITION TO THE SAGA

I am now up to 106 telephone calls with BT, 6 engineers visits and I still do not have a broadband supply I can rely on.

I have been told I have to wait for the RAIN ENGINEERS ( fancy name for technical team ) to write a report - NOT FIX THE PROBLEM JUST WRITE A REPORT, this will take a week. In the mean time I do not have a broadband connection, I have been without my broadband for 3 days. High Level Complaints, Technical Helpdesk and The BT representative who reads this webpage have all failed to progress this problem.

I am still in the same position I was when I joined BT - 106 telephone calls ago - I JUST WANT WHAT BT TOLD ME THEY WOULD SUPPLY AND WHAT I PAY THEM FOR EVERY MONTH.

Regards

Mr M Samuel

I am now up to 121 telephone calls, an average of 10 minutes each ( many have been much longer ) that equates to nearly 21 hours on the telephone and another 2 engineers visits.

But I am still in the same position - BT are absolutely hopeless, and the Executive Complaints team are so arrogant.

[FONT=&quot]I have a problem with BT which dates back to Dec 2007 but has just come to the surface again.[/FONT]

[FONT=&quot]I moved house in Dec 2007. I had been with Talk Talk in my previous house and wanted to use them again for phone and internet but knew that I needed a phoneline to be activated in order for this to happen. So I called BT and arranged this. The woman I spoke to mentioned nothing about a 12 month contract. I immediately (the next day, I think) called Talk Talk to get everything set up with them.[/FONT]

[FONT=&quot]You can probably guess what is coming: I received a huge bill for cancelling my ‘contract’ early with BT. I immediately complained because no 12 month term had been mentioned to me over the phone. I spoke to someone in the Moving House dept who apologised profusely and said the charges would be waived if I had not been told about the 12 month contract. After this I kept getting reminders in the post to pay the outstanding amount so I followed up this phonecall with several emails. I communicated with someone called Roxanne Bray in eContact Customer Service. She assured me that it would be investigated by the Call Observation Team. As they recorded most phonecalls, this team should be able to trace the recording of my call and check what I was told. I was thrilled with this as simply listening to the call would prove I had not been informed properly about the contract and cancellation charges. Roxanne said she would let me know what the result of the investigated was.[/FONT]

[FONT=&quot]Then, over a year passed and I heard nothing by email or post. All requests for payment of the bill stopped and I never heard back from Roxanne. A couple of weeks ago I received a demand for payment of the original amount! I immediately emailed the residential services email address I had previously been in contact with querying the letter and asking what had happened with the investigation. The emails I received back all ignored the fact that I had been told the Call Observation team would be investigating the recording of the phonecall and simply emphasised that the terms and conditions were made clear on the BT website and in all adverts. I had no access to the internet at the time as we hadn’t set it up with Talk Talk yet (as we needed a BT line first!) and didn’t refer to any advert. My only contact with BT was via that first phonecall in which I was not told the vital information. The new person I am in correspondence with – John Scott – says I have to pay the charges and has not given me any information about the so-called ‘investigation’ that was supposed to have taken place. He says that it has now been passed onto a collection agency (hence the letter) and I need address any enquiries to them. But obviously they will not be able to help.[/FONT]

[FONT=&quot]If the BT company representative could help me sort this problem out I would be very grateful. It is not acceptable to say that I will get my charges waived if I was not given the correct information and that the Call Observation team are investigating and then just wait over a year before passing it onto a collection agency without informing me at all about what is going on. Was it investigated at all?[/FONT]

A representative from BT responded to the PM I sent the next day and advised that there was a phone conversation in the beginning of August where my partner hung up on BT (in anger). We were on holiday on the date in question, so I am certain this did not happen.

Since advising BT of this on Tuesday morning, and emailing copies of the letters that we have sent, we have heard nothing......