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    BT Complaints & Escalation
    • #1
    • 27th Sep 11, 4:30 PM
    BT Complaints & Escalation 27th Sep 11 at 4:30 PM
    I am currently having what I would call an "experiance" in the worst possible customer service and total lack of ownership I have ever experianced with BT.

    Does anyone know how to get complaints resolved?

    I am owed over £300 due to incorrect billing and after speaking to 7 differnet people at an average of 30-40 mins each over the last month I am no nearer getting things resolved.

    any help would be appreciated.

    Money SavingExpert Insert

    If you're having trouble complaining Resolver might help you.
    Last edited by MSE Andrea; 13-10-2016 at 2:44 PM.
Page 50
    • ekimhoo
    • By ekimhoo 4th Oct 16, 10:12 AM
    • 3 Posts
    • 0 Thanks
    BT Broadband Fiasco
    Is there any advice or UK contacts that can help with this problem ?

    Telephone + Broadband Fiasco with BT[/U][/I]
    Account No.SW*********

    In the beginning of September my mother, who is 85 told me that every time she calls my phone the line is busy so I asked how long has this been happening and she said around 2 to 3 weeks. I checked my phone and the tone wasn’t the same as normal so I went up to Argos and bought a new phone because I thought that would sort out the problem but the same unusual tone was on the new phone.

    4th Sept. I went onto the BT website and completed a line check and a problem was detected, I reported it. This was stated as fixed on BT website on 7th Sept. It was NOT fixed
    Why was it flagged as fixed on the BT website?

    12th Sept. I once again went onto the BT website and completed a line check and a problem was detected and I reported the line as faulty and when the engineer came to do the repair he phoned me and told me that a new 150 slot board was being fitted in the Cabinet but it had to be commissioned by a senior engineer and I had a choice of keeping my Broadband or having the landline, I said I wanted my internet much, much more than the phone line and that I was prepared to wait for the repair to the landline. It was marked as fixed on the BT website a few days later. It was NOT fixed.
    Why was it flagged as fixed on the BT website?

    19th Sept. I once more reported the line as faulty and when the engineer came to do the repair he phoned me as he was outside my house and wanted to do some checks, I was out shopping but returned to my house. Everything was OK from the house and he went to the BT street cabinet and called me and told me the same as the previous engineer but when I came home I had NO Broadband but I had a working telephone line. I called the engineer to ask what was happening and he told me to call BT as he was working for Openreach and because I reported a Line fault his job was to repair that fault. He repaired the line fault but created a fault 100 times bigger by disconnecting my broadband.
    Why didn’t he leave it the same as the 1st two engineers?
    I then called BT, it took 15mins to get through and the agent kept me waiting another 15 mins while she done some ‘checks’ and I was still without Broadband.

    20th Sept. Broadband fault was reported and another engineer came out and he called me on 21st Sept and explained that he as he is not ‘Fault Finder’ trained but he has to call his boss about the problem, he did and his boss told him to report the problem again for another engineer to deal with it.
    Why is BT sending an engineer to solve a fault when he is not ‘Fault Finder’ trained?

    22nd Sept. I called BT again – 15 mins to get through and 15 mins going through the same time wasting questions and checks. The agent told me that he has reported the Broadband fault and raised it to Level 2 but it will not be done until Monday 26th Sept. and even after I explained all the problems and he had all the engineer reports on his computer screen explaining that the problem was in the BT Cabinet, I was warned verbally and by text that £129.99 would be charged if the fault was inside my house.

    26th Sept. The BT engineer called me early on Monday and said he is at the Cabinet and that that there is nothing he can do because the problem requires a PCR engineer. He couldn’t give me an approximate time for when the job will be completed.
    Just to rub salt into the wounds I received a 3 text messages at 11.00am, 11.54am and 12.21pm to tell me that an engineer was on his way and 3 emails at 11.00am, 11.54am and 12.21pm to tell me that an engineer is at my property but he had already been and left the village at 8.45am.

    Why send a normal engineer to sort a Broadband problem when a PCR engineer is required?
    The 2nd engineer on 12th Sept knew that the 150 slot board needed a PCR engineer to commission it, why are normal engineers sent out every time and each time they fail to resolve the problem and I have to wait an extra 4 days or more each and every time?

    I then called BT 150 Complaint section and went through all the same router description, telephone, identity etc. checks. I had to wait 15mins to get through another 20mins before the she came back. The call was 32mins long. She said she spoke with some high level people and that the fault will be completed by 1.45pm Friday 30th Sept.
    I then received a call from a level 2 agent at BT and I explained the story so far and he said he would investigate and get back to me. He did not get back to me.

    27th Sept. Received a call from a Complaints Manager who told me he is going to raise my complaint with a Level 2 team.

    28th Sept. Opened BT Chat. Took around 15 mins to get answered when the page stated “2 mins waiting time” I and wanted BT to ensure that a PCR Broadband engineer comes out on Friday. Asked for a transcript of the chat and advisor said it will be emailed to me.

    29th Sept. BT called me and told me that the engineers are working on the fault in the exchange and will be rectified by 2nd Oct. I suspect I’m being lied to and this has become a totally and utterly disgusting amount of time to sort this minor problem out. This has become an absolute fiasco run by what seems like a Micky Mouse bunch of amateurs that is supposed to be a Tech Giant in 2016. Flabbergasted by the stuff I’m being told by these Customer service agents.

    30th Sept. BT engineers are working at the green street cabinet where my faulty connection is situated but still no Broadband. BT called my house phone when I was in work at approx. 3.30pm when I already told them to call my mobile if there is no answer from my landline. I went onto BT Chat to find out who called and asked for a phone call to be returned. 50mins on webchat, passed from one agent who took 25mins to ‘check things’ to a supervisor who took another 25mins to ‘check things’ and was eventually told that someone would call me.
    Nobody called me back.

    1st Oct. Called BT to cancel my contract - took 25mins for an answer and was told I can’t cancel without charges unless there is a no ‘held to term’ action put on my contract by Openreach Technical Services which would allow me to leave due to BT failing with their service. So was advised to wait after engineers visit 2nd Oct.

    2nd Oct. Today is the day that I was promised to have my Broadband up and running. As I suspected absolutely nothing has been done. Phone call was promised between 1.00pm and 4.00pm but couldn’t wait and phoned BT and as normal an unusually high amount of calls was relayed to me and I opted for the ring-back option at 2.30pm. Ring-back came after 65mins but I when I picked the phone up the line went dead. Called BT again, they answered after 22mins and the call was 24mins while checks were made. The agent told me that nothing will be done until 4th Oct. I asked for a no ‘held to term’ action on my account and the agent told me that he can’t provide this and that it would have to be a manager. He arranged for a manager to call me 3rd Oct at 1.00pm – 3.00pm.
    At 5.25pm I received a call from another agent at BT to tell me that the work couldn’t be carried out as no engineers work on Sunday, I questioned this Sunday fix on 29th but was told that it will be done by today (Sun) and when I asked why I was told that it would be done by Sun 2nd Oct. She didn’t know what to say. Just a laughable pile of crap.

    3rd Oct. BT called at 2.50pm. Couldn’t give me any update or information. Couldn’t give my account any ‘held to term’ action. Promised another call-back between 1.00 – 3.00pm
    Over the last 2 weeks I’ve spent over 90mins waiting for my BT calls to be answered.
    Over 100mins waiting or talking when the phone was eventually answered.
    Over 100mins on Web chat and 6hrs waiting in for BT call-backs.
    This is now making me ill!!!
    Mark Hughes' blue and white army
    • nevvyc
    • By nevvyc 4th Oct 16, 11:18 PM
    • 2 Posts
    • 0 Thanks
    BT Fiasco
    Totally understand your predicament.
    My experience is no way as bad as yours, but I have had no BT line (and Broadband ) for 6 days.
    BT Call Centres are totally useless. Consistently blame Openzone, and I keep explaining, nicely, that I do not care, my contract is with BT.
    Plus I get call backs from BT Call Centre "MANAGERS" who are so obviously reading from a hymn sheet, that I have to hang up before I say something I will later regret.
    We all need to transfer to Utility Wharehouse or similar, I will!
    • MrsJones999
    • By MrsJones999 7th Oct 16, 6:37 PM
    • 1 Posts
    • 0 Thanks
    I'm having problems with BT too. Moving from BT Broadband to BT Infinity the box that 'will fit through a normal letterbox' hasn't. It didn't arrive at Royal Mail early enough from BT for them to deliver it on time although it was ordered days ago. 42 minutes waiting for BT to answer the phone to see what they can do to help and apparently they can't do anything I need to take it up with Royal Mail. When I check blogs on the internet it's been happening since 2010. So there's progress for you. Oh how I wish I had gone elsewhere. So I'm paying for a service I'm not getting and I felt BT were in breach of contract because my contract is with them not Royal Mail. Why are they still using Royal Mail when this appears to happen constantly. And breathe.............
    Last edited by MrsJones999; 07-10-2016 at 6:40 PM. Reason: Added a bit
    • iancal1
    • By iancal1 11th Oct 16, 11:45 AM
    • 1 Posts
    • 0 Thanks
    Mr Caldwell
    My phone line has been faulty for two weeks. I still cannot get a date for a fix BT blaming Openreach who are blaming third party because they need to dig up my front garden. The call centre is hopeless.
    • Browntoa
    • By Browntoa 11th Oct 16, 11:46 AM
    • 30,056 Posts
    • 35,574 Thanks
    awaiting contractors to do the work
    I'm the Board Guide of the Referrers ,Telephones, Pensions , Shop Don't drop and Discount Code boards which means I'm a volunteer to help them run smoothly and I can move and merge posts there. However, please remember, board guides don't read every post. If you spot an inappropriate or illegal post please report it to Any views are mine and not the official line of MoneySavingExpert.
    • jaybeetoo
    • By jaybeetoo 11th Oct 16, 11:19 PM
    • 544 Posts
    • 257 Thanks
    ekimhoo - They are not 'engineers', they are 'technicians'. Big difference.
    • Minrich
    • By Minrich 13th Oct 16, 9:22 AM
    • 588 Posts
    • 325 Thanks
    My parents aged over 80 have had issues with their BT line for about 3 - 4 years and have complained 6 times in 15 months , each time an engineer comes out and tells them it is a big problem up the road which needs digging up. This never happens and the line continues to go from just about acceptable to being not able to hear the caller at all. Each previous time they are told the problem is resolved and a slight improvement is seen over a few weeks then it goes back to how it was before ! Others in the same road get similar problems but they are also over 80 and cannot put up with the hassle. A retired BT Openreach engineer has said it will be water damage to the cables which need replacing which are underground and are very old. So any advice ?
    • Kelz.Flet
    • By Kelz.Flet 24th Oct 16, 9:27 AM
    • 1 Posts
    • 0 Thanks
    Problems with BT
    Is there still a BT representative on this forum that would be able to assist me with ongoing issues I am having with the BT service I am getting?
    • Moneyineptitude
    • By Moneyineptitude 24th Oct 16, 9:47 AM
    • 17,062 Posts
    • 7,604 Thanks
    Is there still a BT representative on this forum that would be able to assist me with ongoing issues I am having with the BT service I am getting?
    Originally posted by Kelz.Flet
    That poster hasn't logged on to this site since September 2015

    Why don't you simply contact BT directly by telephone or on Twitter or Facebook?
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