Help - how do I complain to BT?

grimsalve

Many thanks for your call earlier Stephanie, it's much appreciated. Fingers crossed everything will go okay on Wednesday morning. :T

BT_company_representative

No problem at all grimsalve, I'll be in touch if anything else comes up in the meantime.

All the best,

Stephanie
BT Support

BTcustomerservicehaha

Having myself been given a the runaround by BT faults / customer service / Openreach / High Level Complaints etc for 3 months, you have my sympathy. It appears to be a company in crisis, I believe shedding jobs and re-organising, with low morale and a lack of motivation to understand customer concerns never mind resolve them. Consider complaining to Ofcom.
As a last resort you could email the man at the top - Sir Michael Rake -
[EMAIL="Michael.Rake@bt.com"]Michael.Rake@bt.com[/EMAIL]

l-cooper9

Hi,

I am having an appaling time trying to get our nwebuild house a new phone line installed. It has been over a month and a half since an engineer was meant to come out to install the line. I keep getting told 3 days. then 7 days, then yes your line is working, then oh no its not. Each time i am told different information; a BT engineer needs to come out or no we just to do turn the line on via the exchange centre! So very fustrated no phone line or internet!
I have been trying to find somewhere I can send my letter of complaint to but all I can find on the BT website are numbers to call - i dont want to call, I am tired of speaking to someone who is not UK based and cannot understand a word they are saying!:mad:

If someone could please help me with an address for BT that would be great!

Thanks

Laura

maveli

There is not much point in complaining. They don't listen. The BT Reps here are of not much help except they will call you back or post a reply on this site.

BT_company_representative

Hi l-cooper9, Im sorry to hear of the recent problems you have had recently with BT. I'd be happy to help but would need you to confirm your full address and any order details you have. You can send this information to forum.moderation.team@bt.com and I'll check this out for you. Alternatively, this information can be sent in a PM. Thanks Natasha

l-cooper9

Hi Natasha,

I have emailed all the details to the address provided.

Thanks

yaya_2

I moved into my new home on 26th June 2009. I had already called BT in advance of my move in date to set up the phone line. There was already one installed but not in use.
I only have a landline in order to have broadband (not with BT) so I never use it.
About a week into my new flat, my downstairs neighbours kindly tell me that their Sky is no longer working and that BT will not speak to them as they are calling from a number not registered to them. It was my number! BT had installed my number in my neighbour's flat, and had given me a completely different number. (No wonder my mum couldnt get in touch!)
After about another week, BT got it sorted and gave me yet another number. I then received a final bill for phone calls my neighbours had made but was too embarrassed to ask them to pay, as they had lost their broadband and tv because of me....well because of BT. When I spoke to BT originally, they promised me there would be no charge to me as I had never had that number. GGRRRR!
About 3 months later, I receive a text from my broadband provider (not BT) wondering why my BT line was disconnected and that my broadband was about to be disconnected. (again i realised my mum hadnt been able to contact me!) When I called BT to ask what was going on, they couldnt even find me in their systemn under that 2nd number! Miraculously, my broadband had been working all this time, but unbeknownst to me, my phone line wasnt. BT told me that the number I quoted them, under which my broadband was working, was registered to a different address. They then promised to give me a new number.
So I received my 3rd number from BT in 4 months.
Today I spoke with Daniel from BT in Exeter (who hung up on me when I asked for his ID number). I wanted to make sure my direct debit was still set up, which it wasnt, and I wanted to know why I was charged for my first bill when I was promised I wouldnt be, and I also wanted to make sure that my 12 month contract hadnt been started again, which it had.
Daniel told me that he wasnt in a position to do anything about it, and that all his managers were on the phone.
I plan to leave the country next July, 12 months after I set up my BT landline. I dont want to be stuck in another contract, so as you can see, IM very upset about this.
Please advise!!!

BT_company_representative

Hello Yaya

Sorry to read of the problems you have had, I have sent you a private message please reply to this and we shall investigate this further for you.

Stuart

l-cooper9

Hi,

I am still having problems with BT. Huge list of problems which go back to 30th August when I first phoned BT for a phone line. After many problems - no engineer turning up, being told the line is working, then no its not, then new engineer will arrive then no no one needs to come out etc etc. They have finally installed the line after over a month but its the wrong phone line. My broadband is with another supplier and has the original number I was provided with the new house, so i cannot access my internet.
I have phoned BT numerous times since middle of October to get the original number which I have been told is fine and will take 24 hours. Every day, 2 days, 3 days, week later I keep being told the same thing over and over again. An order has been placed and the number will be swapped over within 24hours. But nothing happens!! I am still without broadband.
I have found BTs customer service appalling, no one knows what they are talking about and promises broken -that the line will be sorted and be called back within 24hours but nothing! I have had one of the supervisors/managers hang up on me, its terrible customer service.

I have also been emailing [EMAIL="forum.moderation.team@bt.com"]forum.moderation.team@bt.com[/EMAIL] which I have received two responses, but nothing has been resolved. I emailed them again on October 27th asking for immediate response but not received a single response! I would like a response to this.

I am sorry to clog up this message board but I need to find someone form BT who I can talk to and who will resolve this issue and can let me know if the original number will be on the BT phone line tomorrow (Nov 4th).
:mad: