Help - how do I complain to BT?

prawle_2

I reported a fault on my line on 31st October and was told by a very polite Indian gentleman that it would be cleared by 5th Nov, NOT CLEARED so phoned and was told that it would be cleared by 8th Nov, NOT CLEARED so phoned and was told it would be cleared by midday of 9th Nov, NOT CLEARED so phoned and was told it was now sheduled for the engineer to fix it by 13th Nov, phoned this morning to check and find it is now sheduled to be fixed by 14th Nov. I have spoken to many and various extremely polite and seemingly concerned Indian people of both genders, I have spoken to 3 "supervisors" who have assured me that the case has been "escalated" - but this "escalation" doesn't, in my experience, mean anything. I have asked to be connected to someone at BT Openreach in the UK but this is "not possible". Why? - I am fed up with being lied to.

BT_company_representative

Hi prawle

If you send me over your details via the link in my profile section I can look into this to see what is happening

Regards David

prawle_2

BT_company_representative wrote: »

Hi prawle

If you send me over your details via the link in my profile section I can look into this to see what is happening

Regards David

Thank you for your response - I am new to this so cannot find the link in your profile section - can you point me in the right direction
Thanks
prawle

prawle_2

13/11/12 I have just had a voice message saying that BT "aim to fix the fault" by 15th November - so the delay increases!

prawle_2

No further response from BT representative!

BT_company_representative

Hi prawle

If you click on my profile name and then click on view public profile this will take you into my profile page and in there is a link that you can use to contact me.

Regards David

prawle_2

Yes thanks I did find that link eventually - it does not work as a link though - you have to copy and paste it on to the browser!

I did send you a message and got a poor response from a Darren Doherty of your BTCare Social Media Team, I will repeat my message publicly:-

I am relieved that this matter should be resolved by 15th. However, I would have thought that having cocked-up big-time over this case, BT would have made strident efforts to sort out the problem today or at least tomorrow, rather than leave our local community in danger of having no Ambulance Responder cover for an additional day.

I am extremely unhappy about the time it has taken for someone like yourself to become involved. The problem with us customers having to talk with your Indian colleagues is that they have a basic lack of understanding of problems here in the UK. I told the first person I spoke to on 31st that the line in question was used in an emergency by South Western Ambulance Service to contact me when my mobile was out of signal (which happens a lot in this area). I told them I was an Ambulance First Responder here and asked that the problem be given some priority. Following that call I have had a number of conversations with operatives and supervisors in India and was told on 8th Nov that the case would be escalated. It is only today, some 5 days later that I was informed that the “escalation” had taken place. Frankly this is not good enough in normal circumstances but in this case where lives are at risk it is frankly appalling.

I am so appalled by the extremely poor service I have received, especially being given dates of 5th, then 8th, then 9th, then 13th, then 14th and now 15th to clear the fault., that I am writing to my MP to highlight the problems I have had and try to have her raise the question of BT Openreach’s monopoly of the telephone hardware in this area in Parliament. I have also contacted OFCOM and raised a complaint through them (OFCOM ref. 1221367510)

I look forward to hearing what BT propose to do if this sort of situation occurs again either with myself or another Ambulance Responder or member of the emergency services elsewhere. May I suggest that a very simple system of priorities be established for the future.