Help - how do I complain to BT?

grimsalve

I moved house last Monday. It's a newbuild so there's currently no master socket but there's a telegraph pole right outside the house so I didn't think it would be much of a problem getting me connected.

I phoned BT in the middle of June and spoke to their home mover people and a new line install was booked for last Monday afternoon - I explained that it was a newbuild and BT said an engineer would be at the house to sort everything out. No engineer visited though so I've been calling BT every day since trying to find out what's going on. Every time I called them last week all they said was the order is "open" and someone will call me back... and no one ever contacted me though.

I called them again this morning and now they say that the order has been cancelled but won't say why. The old phone line appears to have been disconnected as I get an unobtainable tone if I try to call it. BT now say that they need to create a new order and the earliest that they can install the line is now the 27th of July. As it's a new order I won't have the same phone number (even though I'll be on the same exchange) but I *might* be able to transfer my old number once the new line has been installed. BT said they will need to close down my old account and then create a new one once the new line has been activated at the end of the month - so much for the "Move with less stress" page on the BT website!

I think this is unacceptable behaviour (especially as I've agreed to pay the £122.50 fitting charge). Is there someone at BT I can complain to?

Quentin

BT complaints procedure:

http://bt.custhelp.com/cgi-bin/bt.cfg/php/enduser/cci/bt_adp.php?p_faqid=10789&cat_lvl1=345&p_cv=1.345&p_cats=345

grimsalve

Quentin wrote: »

BT complaints procedure:

Many thanks for the link, I filled in the online complaint form and I've heard nothing back - typical of BT I guess.

I'm a bit worried now that I'll book some time off work at the end of the month just so I can meet a BT engineer that never turns up and then I'll have to go through the same pointless experience all over again.

I was talking to an electrician last night about my problems with BT and he said that Openreach will only provide me with a master socket (ie. they won't connect the socket up to the internal phone wiring). This was disappointing - does that mean I'll have to pay even more if I want to plug a phone into one of the other sockets in the house? :mad:

grimsalve

Aaargh, I just got a text message from BT saying they've moved the appointment to the 28th - no explanation, no apologies, nothing.

BT_company_representative

Hi Grimslave,

Im really sorry to hear about this. Im sure I can help. Ill PM you my contact details and we'll take it from there.

Regards

David

BT Support

grimsalve

BT_company_representative wrote: »

Hi Grimslave,

Im really sorry to hear about this. Im sure I can help. Ill PM you my contact details and we'll take it from there.

Regards

David

BT Support

Many thanks David, I've just emailed you so I hope you can help me. :T

Upset_BT_customer

Hi, im also very upset with BT, as i have bin charged an extra £6 in every bill, ( just found out) for some feature im not using?! i rang them and they sed they can not see why that is?? And will waver £6 off the recent bill, but what about the other months??!!

What should i do?? how do i complain? i want my money back....

grimsalve

BT_company_representative wrote: »

Hi Grimslave,

Im really sorry to hear about this. Im sure I can help. Ill PM you my contact details and we'll take it from there.

Regards

David

BT Support

Hi David, I've still not heard back from you. Could you PM me your phone number and I'll give you a call. I'm getting nowhere with BT Customer Services.

grimsalve

Another day, another call to BT Customer Services :mad:

BT said that they had raised two new line orders for me by mistake (so I'm worried now that Openreach have delayed the install because there isn't enough capacity for two lines instead of one). I've asked BT to cancel one of the orders and then inform Openreach to see if this speeds up the process. BT said that they can't talk to Openreach though, only place orders and then get a response from their engineers - how mad is that?!

I just tried phoning both my old phone number (that should have beeen disconnected last week when I moved) and the new phone number that they gave me when I spoke to them yesterday - both are ringing so does this indicate another problem? I thought they'd both be unobtainable.

BT have set up a new direct debit on my bank account but the old one is still there.

Is it just me or is there a serious communication problem between BT and Openreach? I've been a BT customer for over 20 years and it's never been as bad as this.

grimsalve

I finally got hold of a "special team" at BT that seem to know what they are doing. They said they've cancelled the duplicate order, removed the new customer account that was set up in error, and arranged to have a phone line installed and the number transferred from my old house next Wednesday - fingers crossed it will be okay this time.

I asked BT for the order numbers so I could check their status online - the order that should have been cancelled says it's "completed" and the order that's been re-scheduled for next Wednesday now says it's "cancelled" and the appointment is for the 28th of July (with a completion date of the 27th!). I'm trying not to worry about this at the moment - possibly the BT order tracking website isn't entirely accurate?

Stephanie/David : please can you give me a call to put my mind at rest.

BT_company_representative

Hi Upset BT Customer

I will need to have a look at your BT account to help and resolve this. I'll drop you a pm and simply send me your BT account details.

Chat to you soon

Linda
BT Support