BT complaints

bladeguard

Apparantly you have to wait 3 months to get otelo involved what the point of that

bladeguard

I have spoken to Denise on CEO's office. She said she could not see why Talktalk could not provision the line with the tag on it. She said she would get back to me in 30 mins

bladeguard

Rang Denise back in the CEO's office as had heard nothing. She stated that BT would put my line on outgoing calls so that the migration to Talktalk could occur and that they would pick up this cost until this happens as I had previously had broadband and had had a huge amount of problems . I asked her how she would solve problems like this if they occur again and she seemed reluctant to understand that this is going to be a problem for all customers on the incontact. I don't think they fully understand this tag situation as it prevents all these customers from migrating to another supplier too. I hope all this is of some use to those people and will let you know when Talktalk gets placed.

bladeguard

Denise phoned back and confirmed the line had been changed and the order placed. She also went on to say that BT was going to withdraw the inccontact service over time and that this would hopefully not happen again.

dcel

I've been having issues with BT and i am just at the end of my tether here so i thought it best to post it here. I have so far spent almost £30 on call charges (using my mobile as i have no land line thru no fault of my own). Everytime i request to speak to a manager the call centre agents says "i'm all you need to sort this". Everytime i call, no concrete resolution is offered and they kept passing the call backwards and forwards between India and the UK. The worst thing is that i found myself having to repeat my problem time and time again.

Does anyone have Denise's email address? Many Thanks. Please read below detailed account of my complaint.

15th July 2008
I initially placed an order online on the 15th of July, received a confirmation email for activation on the 27th of July. The 27th came and went and no further news so i checked order tracking on their website. I found out that my order was cancelled. There were no emails, no explanation as to why it was cancelled, just that it was.

28th of July
I rang BT and the lady told me that it has been cancelled but there were no notes on the system to explain why it had been. She suggested i re-order, so i did, over the phone. I got the appointment for the 4th of August, two days later i got not one but TWO letters from them. One was the confirmation of an engineer visit and the other was the direct debit mandate.

2nd of August
On Sunday the 2nd, i got a text message, another confirmaiton of the appointment on the 4th of August between 1 and 8pm.

3rd of August
Monday - 3rd of August at half seven in the morning, i got a call from a "BT engineer" saying that he's installing the line that day. I told him that I have an appointment booked for Tuesday. He said that since he is in the area, would we mind getting the line installed. I asked if it was going to take a long and when he assured me that he was going to coming in the next half an hour, i said yes. An hour and a half after our conversation, there was still no sign of the BT engineer. Luckily, the number he rang from registered on my mobile so I rang back.

I was told that the guy has completed the job even if no one turned up at the flat. The guy from the other line said "Oh but someone let him in on Flat 48." Oh, but i don't live in flat 48, ours is flat 49. He said they are only allowed to install on the property in their job orders. Yes, but what if it doesn't correspond with the name??? I didn't even know that someone was already living in flat 48. So i went downstairs to flat 48, and spoke to our neighbour, who i haven't met, and asked if a BT engineer went to install a line on his property. He said yes and showed us his phone number, which is what BT has assigned to us. Told him of the mix up and said that he will ring BT as well.

I rang BT and told them the story and said that they have Flat 49 as my address on their system. One of the call centre staff told me that they will try and fix it. I rang again yesterday 4th of August and they happily told me that the installation was done and the job order was closed. When i told them that I still haven't got a dial tone, they told me to wait till the following morning as apparently it takes midnight till midnight to be activated.

4th of August
So this morning with a heavy heart i called them again...yes, going thru the whole ordeal again. I was told that they will raise a fault and that they will aim to fix it by the end of play of the 6th of August.

5th of August
I received a phone call from another engineer whilst i was at work at 13.01 re: the fault call i logged (LN2ELU) said he will fix fault at flat 48. I again reiterated that we live in Flat 49. According to him based on their system CSS, my address is still flat 49.
I told the guy that there is no fault in flat 48, and the only thing he needs to do is to move it to flat 49. He again reiterated that they can only work on the property that's recorded in their job order. He told me to ring BT again which i have and now BT said that all my records on their systems is 49 and that OPENREACH made a mistake somewhere.

6th of August
I rang again and requested a call back to ask about the status. Three customer service agents kept passing me from one department to another without any clarity or offering resolution.

One told me to cancel the line altogether "to avoid charges" then carried on to put me thru to BT Options team without bothering to inform her colleague about my issue. Grrrr.

BT_company_representative

Hi dcel,

Sorry to hear of all the problems that you are having trying to get your line installed. If you are able to to PM your order number to me I wil get the records ammended. Your address is most likely correct on our systems but has not yet registered with Openreach. I can check with them tomorrow and get the records updated and then arrange to get your line installed.

Conan
BT Support

cdcd

I tried to move home recently and take my BT account with me. There was a line at the new property so i never believed this would be a problem.

I placed my order on the 11th July and i was promised that the line would be active no later than the 29th July. This never happened and the saga started.

I still dont have a phone line. I have spoken to more than 25 people at BT by my count. Very few of these people have shown any interest in resolving what should really be a very simple issue. I have been cut off several times (not by the individuals i dont think, the network) and have been promised several return calls (seven) and recieved only two. I have tried to make a complaint about the sitaution but have been told i cant complain directly, they will get back to me within 5 working days, they havent (i know, im shocked too!).

No one has been able to tell me why i dont have my phone line. Im on my second order for a phone line. I dont mind that there was a mistake originally but the unwillingness to rectify and sort it is is so frustrating.

I dont see why giving me a phone line is so difficult, bearing in mind phone lines are BTs bread and butter business.

So annoyed and frustrated. Ive spent so long on the phone over the past week, to get nowhere.

BT_company_representative

Hi cd cd,

I am really sorry the line isn't up and going yet.

If you drop me a PM with any order details you may have along with your name and address I get right onto this and get it sorted out.

Cheers

Craig
BT Support

Syms_2

Here is my complaint, fingers crossed I will get a response...

I would like to start this e-mail by apologising for bothering you, but sadly the customer service within your company (BT) has left me no choice and I am currently at the end of my tether. I work in customer services myself and I must say I am shocked by the amount of broken promises, false information and monumental mistakes that I have come across in the last month.

I signed up to your services (telephone line and broadband option three) on June the 30th this year after moving into a new property. I spent one hour on the phone to a very pleasant girl whose name I sadly did not catch. We agreed on a basic phone line service and the broadband option three package which she told me would be active by July 7th. I gave her my bank account details to pay by Direct Debit and paid a £20 upfront fee. She gave me my BT username and password to log into your site which I later found out do not exist, they are as follows:

****

Everything seemed great and even though it took a little while to complete, I was happy.

The delivery day for my home hub arrived and I called at roughly midday to check it was being delivered. Imagine my surprise when a representative told me that I had a phone line set up, but there was no evidence of a broadband order even being placed. I asked the representative to look into this for me and she said she would call me back within 48 hours (just for your information, this did not happen). An hour after I put the phone down, another surprise, the postman delivered my home hub...strange when an order hadn't been placed don't you think? I called back and a very polite gentleman told me that he could find my order, which was complete and if I plugged my home hub in, my services would work. I wasn't very confident at this point, but I did what he said and he was correct, my broadband was working and I was a happy, if not a little confused, new customer.

A week or so later, my telephone bill arrived, explaining that I was in credit, which I expected, but no broadband bill. This didn't worry me too much as I knew a Direct Debit was set up and roughly £25 would be leaving my account each month.

Everything took a frustrating turn for me on Tuesday the 4th of August. I returned home, logged onto my laptop and found a BT error screen which told me that my service had been suspended. The page advised to log in to find out more, which is when I found out that my log in details did not exist. My first thought was that a simple error had been made and my Direct Debit had not been set up as promised, I called customer services ready to pay the outstanding amount and ensure my details were set up, how naive I was. On this call I was told that no account was set up in my name and even though the telephone line was mine, the broadband account was in somebody else’s name, the person who lived in my house before me and had left the property in mid June. The representative then went on to tell me that I owed £85 for that person’s bill before I could be reconnected??!! I explained that this is not my bill and after a thirty minute conversation, the representative appeared to understand me. He promised me that your home moving team would sort this out and I would be online within 48 hours, he took my bank details again and promised me a call back the next day. This did not happen.

The next day, I called again, just to check that the ball was in motion. The representative I spoke with confirmed that no notes had been left on my account, there was no record of my call and nothing had been done. After thirty minutes with her I asked to speak with her manager. Why? Because she was insisting that I changed the name on the previous occupants account to mine and pay his bill, I explained that I was a new customer and wanted nothing to do with this persons account. Infact it appeared she was breaking Data Protection quite heavily by giving me this persons details.

A manager came on the line, who sadly did not want to listen to my back-story, instead she promised this was being dealt with and that within another 48 hours, my original order (which she miraculously found) would be finalised. By this time, I had no faith in what I was being told, but could see that accepting this was my only option.

On Thursday the 6th of August, I called again to check my account was being updated. I spoke with a very pleasant girl called Shareen who was the only person willing to listen to my back-story and actually empathised with my situation. She explained that my Broadband Account number had now become active, but there was a restriction on it which needed to be removed. She advised that her manager was going to e-mail the technical team asking them to lift it, apparently this can only be done with manager’s authorisation. She confirmed that my Direct Debit details were set up and within yet another 48 my service would be working, guaranteed. Infact she told me she was making my case urgent, so it could be sooner.

The 48 hours Shareen advised were up at 11am on Saturday the 8th of June. Guess what? Still no broadband. I searched for other stories such as this online and found your address on money saving expert. You are now my last hope. I plan to call your customer services again tomorrow, but I fear that again I will be promised things which will not be delivered. This is a terrible start to my relationship with BT and I am genuinely exhausted by this experience. As explained to your reps, I work from home and the lack of internet is severely disrupting my ability to do so. Please provide me with some hope that this will be resolved? And not only that, but with the final resolution.

In short I require the following:

An active broadband line;
A Direct Debit set up to take the £25 broadband charge a month as promised (not the £85 option given).


Yours sincerely,

dcel

Thanks! They finally sorted it yesterday, finally! Who do i need to speak to re: compensation for all the phone calls i made to BT while they were sorting my line out. I spent £30 worth of call in those couple of days.

BT_company_representative wrote: »

Hi dcel,

Sorry to hear of all the problems that you are having trying to get your line installed. If you are able to to PM your order number to me I wil get the records ammended. Your address is most likely correct on our systems but has not yet registered with Openreach. I can check with them tomorrow and get the records updated and then arrange to get your line installed.

Conan
BT Support