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  • FIRST POST
    scooter_aust
    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 52
    • lucifee
    • By lucifee 12th Feb 17, 12:24 PM
    • 9 Posts
    • 5 Thanks
    lucifee
    Anyone having issues with BT phone/broadband can cancel the contract because of the price rises coming in April.

    Please note, BT have now agreed to repay unused line rental saver, and confirmed you do not need to send back equipment if you are leaving because of the price rise.
    Originally posted by boatman
    Thanks boatman


    Thats really helpful info, I may be using that very soon

    I will still have to get them to find payments before they can return them, and find what the past 3 monthly fees were for as they were way higher than they should have been, but thats great news that as soon as i can sort that i should be able to get out without the cancellation fee which was an added worry.
    • sharpshot
    • By sharpshot 12th Feb 17, 4:42 PM
    • 21 Posts
    • 9 Thanks
    sharpshot
    BT have been charging me line rental since May last year even though I paid upfront. Have to contact them every month to get my bill corrected. Decided to leave when they raised prices. I go an email telling me that I had to pay £65.00 for broadband equipment charges and that I couldn't get back any of my line rental payment. After speaking to them on the phone, I wont have to pay the £65 and I will get back some of the line rental.

    Will be great to finally be rid of them and not have to waste my time contacting them every month. I have never experienced this before, they seem totally incapable of fixing things when they go wrong.
    • Yogi2000
    • By Yogi2000 20th Feb 17, 10:33 AM
    • 1 Posts
    • 0 Thanks
    Yogi2000
    10 months in and still waiting for my broadband Installation - am I the longest?

    I contracted to BT for my broadband in May 2016 (note I have now to start putting which year on) installed was planned for June 2016.

    For the last 9 months I have been billed for calls even though I am on an anytime call plan - apparently this does not work until my broadband is installed so every month I have to phone and ask for a credit, thankfully this just got solved just my CLI now going astray.

    Can anybody help me where do I go to get some action, I have talked to many BT , Openreach and Openreach contractors all of whom have been very nice people and are happy to blame people above them for total incompetent way this installation has been handled and grumbles by contractors who are replacing perfectly good poles, added metal stays etc.

    All well and good but I want my BROADBAND INSTALLED PLEASE

    Can anyone help?
    • JJ Egan
    • By JJ Egan 20th Feb 17, 12:10 PM
    • 9,488 Posts
    • 3,874 Thanks
    JJ Egan
    Its BT you deal with not OR .
    Have you used your BT Members forum ??
    Found via BT Help .
    • JohnHL
    • By JohnHL 23rd Mar 17, 7:40 PM
    • 1 Posts
    • 0 Thanks
    JohnHL
    Where can you move to?
    The problem we face is that BT owns such a high proportion of broadband service providers, certainly including EE & Plusnet; but I do not know how many more.
    Last year BT made a pre-tax profit of nearly £3.5 billion - that's right: billion, not million. The tax the government collects from that, means that they will allow BT to more or less treat their customers as they please.
    • Sen Kelly
    • By Sen Kelly 21st Apr 17, 2:27 PM
    • 1 Posts
    • 0 Thanks
    Sen Kelly
    I have had COUNTLESS issues with BT. My home account with BT is in my husbands name because that is the name they decided to put on the account. Despite the fact that the bills come out of a joint account and I deal with all the finances.


    Last November we took out mobile phones with BT under a deal where we got a £150 Amazon voucher as part of the deal. We were asked to wait for 30 days for the voucher to be issues. Guess what, go on... you'll never guess...... we never received the voucher.


    I called to discuss it with them (it was me who took out the mobile phones, not my husband) and they told me what they would not discuss it with me as I was not the account holder. The reason however, that I had been allowed to take out 2 mobile phones on the account was that my husband had a time period to cancel had it been fraudulent..... wow!


    I have called and called and to no avail. I then asked them if they wouldn't speak to me, to call my husband, despite the fact that this is very difficult because he has 2 toddlers with him during the day while I work which is why I deal with everything. I am more free to discuss these things. They apparently tried to call, despite my husband receiving no calls. He finally did speak to someone when he called in and they said they would refer it to their 'mis-selling department' (it speaks volumes that this company needs a whole department for this!) and they would be in touch. Guess what - they never got in touch.

    We then got a letter from a guy called David saying as we had not been in touch, he would hold the complaint for a further 2 weeks and then close it as resolved if we made no contact. We have tried to call this person time and again and it goes straight to voicemail. We leave messages and guess what, they never call back!


    Sick to death of BT being so wilfully obstinate. I am tempted to just stop paying the bills and see how quickly they get in touch then. I have never come across such poor communication from a communications company.

    We are still no further to having it resolved almost 5 months on. Watchdog will be my next course of action probably if I don't get a response to this post. I have tried everything else!
    • JJ Egan
    • By JJ Egan 21st Apr 17, 6:38 PM
    • 9,488 Posts
    • 3,874 Thanks
    JJ Egan
    (I am tempted to just stop paying the bills and see how quickly they get in touch then.)

    Question is how quickly will they pass the outstanding amount to debt collectors .


    BT don't respond on here .
    Have you been through your members account help pages .
    Contact us/ Complaint or the BT Users forum .
    • Godiva500
    • By Godiva500 17th May 17, 9:53 AM
    • 418 Posts
    • 838 Thanks
    Godiva500
    Contravening disability act by BT
    BT have made a clear breach of the disability discrimination act in my case, after taking advice from the necessary authorities to confirm this. I took my case to the Ombudsman, who were extremely rude and aggressive, who found in their favour. What a surprise, when they are funded by BT, and must have hundreds of complaints to deal with against BT, on a daily basis. I am now taking it further.
    Over the last 2 years, BT have told endless lies, not provided any email service, failed to rectify any shortcomings of their service etc, and the Ombudsman thought that £50 and an apology as a gesture of good will, was enough. NO WAY!
    • Lapua65
    • By Lapua65 16th Jun 17, 3:41 PM
    • 1 Posts
    • 0 Thanks
    Lapua65
    Seriously unbelievable
    I can't actually believe I am in the situation I am in. I cancelled vodafone because when I signed up my mobile was vodafone and it was a good deal. As most of the Tennis seemed to be on BT sport I decided to switch to BT. VF were okay, but BT worked as cheaper option. Placed the order and was told I would be up and running by the 25th of April. Engineer called and connected me up (not sure why as VF use the same network as BT). Two days later the router arrived. Installed it and it was not working. Booked a call and 2 days later a chap arrived informing me they had connected me to the wrong cabinet and he would have to cease and re issue the routing. Since then I have callled and called and been told I had been escalated to Tier 3 who would give me a daily update. Well they called once and I have called then since.
    Since that point I have paid via DD £49. for nothing. I have no service and I have spent nearly £200 on sim cards so my daughter who is in the middle of her GCSEs and revises on online groups and uses these for video content. I work from home (this was a residential order) and have had to tether my phone using my mobile data. On the 9th of June I was called to say, all is well and I will be working no later than the 15th of June. I received a request in the post on the 15th asking for my equipment back (sorry but I have only received a router). Called the Tier 3 people today (these are the same people who are supposed to be calling me back daily for a progress update) to be told my account has been cancelled and I will have to place a new order. The earliest that will be active is the 23rd of June. When I asked to cancel I was told "no problem but that will be £122 cancellation fee and to be honest I would have paid that happily and avoided the cost of the mobile cards I have had to buy.

    I am now beyond angry and have no option but to wait. By a country mile this is the worst experience I have ever had with a utility service and it had truly cost me hundreds of pounds

    Does anyone know where you escalate to from the tier 3 team?
    • PeterR291
    • By PeterR291 20th Jun 17, 4:49 PM
    • 1 Posts
    • 0 Thanks
    PeterR291
    Bad broadband in the evening
    Having worked for a supplier of broadband modems , one problem like this we came across in the evenings was due to wiring inside the house. In one case the the phone line ran down the wall close to a dimmer switch - in the evening the dimmer switch was on. It works by turning the current to the light on and off very rapidly and creates interference on the phone line which the modem can't cope with. So no broadband - however this may not be exactly your problem, but I would suspect a problem with wiring in the house. Hope this helps.
    • AggrievedBTBusiness
    • By AggrievedBTBusiness 7th Jul 17, 9:42 PM
    • 1 Posts
    • 0 Thanks
    AggrievedBTBusiness
    BT Business Complaint
    Please forgive me if this is the wrong place to post this, I am at my wits end with BT Business.

    I have had 6 months of customer service issues with BT, including broadband issues throughout March. I complained on the 28th about my broadband service dropping. The morning of the 29th a BT representative called me to say an engineer was in the area and they could call at mine if I wanted - this was not a real BT call apparently. Later on of the morning of 29th March I was contacted by a representative from BT to confirm my line had been hacked. The very helpful BT representative helped me work through making all my accounts secure through their BT server (all fake). I stupidly loaded teamviewer on his advice - I did not know at the time that this allowed him to see all my actions. So when I logged into my email, Amazon, Ebay, Paypal and Bank Accounts he could see all my login's. My banks proceeded to have payments set up - by the scammers. If I approved the payments in my bank (again all part of the scam), I would help BT and the police detection teams to track them down. Lloyds have refunded the money taken out of that account, Santander have not and this is currently with the Ombudsman.

    The real BT, the day after convinced me to complain to the banks that they had not gone above and beyond to warn customers of the scamming going on. This was part of the very complaint I raised with BT on the 10/04/17 of all of this. Since that date they have been unable to resolve my complaint, even writing to the CEO still leaves me with out an answer to my complaint.

    I have had to endure a further scam call on 3rd April and today 7th July - BT do not seem to be able to stop this from happening.

    Based on my experiences, I would not recommend BT Business
    • supermum4
    • By supermum4 11th Jul 17, 10:32 PM
    • 1,394 Posts
    • 1,101 Thanks
    supermum4
    being charged for calls not made bt !!
    i moved to bt 4mths ago worse thing i ever did, for the last 3mths i've been charged for calls that i've not made and bt live chat is a waste of time they just keep saying yes the calls have been made from my phone, i don't even have a phone connected so this is imposible calls to 123 speaking clock and 0191 3111211 and 0191 1111112 at silly times of the night and early morning!! i've tried to find out were these numbers are but google comes up blank!!! how can i stop this without cancelling my dd?
    • phillw
    • By phillw 12th Jul 17, 12:37 AM
    • 674 Posts
    • 340 Thanks
    phillw
    I have had to endure a further scam call on 3rd April and today 7th July - BT do not seem to be able to stop this from happening.

    Based on my experiences, I would not recommend BT Business
    Originally posted by AggrievedBTBusiness
    Criminals will pretend to be anyone to gain money, that isn't BT's fault. If I told people that I was you, then it wouldn't be your fault.
    • cbrown
    • By cbrown 14th Jul 17, 4:55 PM
    • 1 Posts
    • 0 Thanks
    cbrown
    Problems with BT customer 'care'
    I am currently in the middle of problems with BT and just feel as though I am banging my head against a brick wall.

    Each time I speak to someone new who takes on average 45 minutes to understand the problem - which is that BT suddenly and with no warning upped our monthly payment from 38.50 to 99.50 - an amount I cannot afford to pay, especially when we have frequent problems with our internet and our top speed is 2mb. It would be a joke of a service, except it's not funny.

    I've tried to change our plan multiple times, each time I am told that BT have a technical fault on my account and I need to wait for a call back from the 'offline' team - this never happens despite it being promised multiple times. I am at my wits end, really don't know what to do, any advice would be much appreciated.
    • Browntoa
    • By Browntoa 14th Jul 17, 5:18 PM
    • 31,526 Posts
    • 37,228 Thanks
    Browntoa
    You are wasting your time Posting here BT reps have stopped posting in reply , I'd try their Twitter feed
    I'm the Board Guide of the Referrers ,Telephones, Pensions , Shop Don't drop ,over 50's 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 forumteam@moneysavingexpert.com Any views are mine and not the official line of MoneySavingExpert.
    • Bentley6
    • By Bentley6 25th Jul 17, 7:18 PM
    • 4 Posts
    • 0 Thanks
    Bentley6
    I too I am having issues with BT which have now been going on for over three years. Despite their promises BT TV has never worked and my broadband and phone service are sporadic. I even complained to the MD and had no reply. Three engineers have been out and said the fault is 400 yards from my house it is repaired works for a few weeks then it rains and I am back to square one. I have now given up and gone to a company that does not use the phone line, but have been told that I must pay to get out of a contact that a rep in India seems to have signed me up for. I DID NOT SIGN A NEW CONTRACT WITH BT WHY WOULD I SIGN UP WITH A COMPANY I HAVE BEEN COMPLAINING ABOUT? Trying to resolve this whole fiasco is proving impossible the Indian staff as well as the English ones have been unhelpful, rude and threatening.

    Does anyone have any suggestions on where I go from here?
    • Browntoa
    • By Browntoa 25th Jul 17, 7:24 PM
    • 31,526 Posts
    • 37,228 Thanks
    Browntoa
    You don't need to "sign" a contract these days , merely agree to it on a call" it can by ANY part of your package , you may be out on contract for the line but in contract for the broadband or TV package

    Your have broken the contract by moving without notice , afraid it's your fault on this occasion as having a recurring fault is not grounds to leave
    I'm the Board Guide of the Referrers ,Telephones, Pensions , Shop Don't drop ,over 50's 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 forumteam@moneysavingexpert.com Any views are mine and not the official line of MoneySavingExpert.
    • Bentley6
    • By Bentley6 25th Jul 17, 8:49 PM
    • 4 Posts
    • 0 Thanks
    Bentley6
    You don't need to "sign" a contract these days , merely agree to it on a call" it can by ANY part of your package , you may be out on contract for the line but in contract for the broadband or TV package

    Your have broken the contract by moving without notice , afraid it's your fault on this occasion as having a recurring fault is not grounds to leave
    Originally posted by Browntoa
    Sorry I was not clear I categorically told them I would not renew my contract but they insisted that they send a new modem (I have had 5 now) so I think that is when the box was ticked I have never been able to receive TV as it is too pixelated. Do you know the process before I can go to an ombudsman? They won't give me a complaints procedure.
    • Browntoa
    • By Browntoa 25th Jul 17, 8:52 PM
    • 31,526 Posts
    • 37,228 Thanks
    Browntoa
    Pixelated TV is aerial unless you are streaming content
    I'm the Board Guide of the Referrers ,Telephones, Pensions , Shop Don't drop ,over 50's 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 forumteam@moneysavingexpert.com Any views are mine and not the official line of MoneySavingExpert.
    • Browntoa
    • By Browntoa 25th Jul 17, 8:55 PM
    • 31,526 Posts
    • 37,228 Thanks
    Browntoa
    Complaints procedure is here

    https://www.bt.com/help/home/complaints.html

    Towards the bottom is the code of practice
    I'm the Board Guide of the Referrers ,Telephones, Pensions , Shop Don't drop ,over 50's 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 forumteam@moneysavingexpert.com Any views are mine and not the official line of MoneySavingExpert.
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