BT complaints

BT_company_representative

Hi richp2k,

I am very sorry to hear of the problems you have had with BT in the past and again for any issues you have at the moment. I have sent you a PM so if you get a chance get back to me with more details.

Thanks

Shane.

rach2250

Hi all

This morning I received a letter from a debt recovery company about a BT bill (which I have never seen) relating to an address where I lived 3 years ago!!

At the moment I will not pay the bill until someone can tell me why its taken three years for me to even hear about this and why they did not note my forwarding address as detailed to them in a letter in Oct 2006.

The amount isn't massive (£115), although BT offered a 10% discount while it states in the letter from the recovery agent that "I was selected for a special offer whereby 50% would be written off"!

Does anyone have similar experience of this with them? Any assistance would be greatly appreciated.

Rach2250

joshtwo

i was charged for my bt vision x box when it was meant to be free when i rang to complain i was told that it was chargable by 2 different members of staff but when i told them i had a email to prove it was free they said they would honour it.what a cheek.has this happened to anyone else.if i hadnt stood my ground i'd of had to pay for it.at £45 it isnt cheap.

BT_company_representative

Hi Joshtwo,

Just read your post and I am sorry that we tried to charge you for your BT Vision box, if there is anything I can do to help you in the future please drop me a PM.

Regards,
Jon.

keith969

Why oh why does it take BT so long to get a phone and broadband connection up and running???

I moved house on the 8th of this month, and called BT the next day to get the phone and broadband set up only to be told it would take 11 working days to get the phone working, and a further 5 days after that to enable broadband. There is an existing phone line so no need to install anything, I opted to keep the existing number too.

Given that electic/gas etc. can maintain uninterrupted service when moving, why can't BT?

Heinz

Because, as a result of liberalisation of the market, BT now has to employ a separate company (Openreach) to undertake engineering works rather than as happened in the GPO days, they did it themselves. As a result, they have to take their turn in the queue.

keith969

But OpenReach is a division of BT which maintains the connections from the exchange to the end user (correct me if I'm wrong). As nothing's changed - there is no new line - its just a billing change, no?

What difference is there with the energy companies, who also use a common infrastructure, but can maintain service when moving house?

Heinz

So, Openreach may only be required to reconnect the line at the exchange (assuming the pair and/or exchange equipment has not be used for another line in the meantime). That still requires a job being raised and an engineer being tasked to attend.

The difference with gas, electricity and water is they are all permament connections.

keith969

But the phone was never disconnected and is receiving incoming calls fine. I can actually make local calls on it, it just won't allow area codes.

culpepper

We have been with them since around July I think and had the vision box ,broadband ,phone thing all together.
They have billed us each month wrongly since the outset.
OH pointed out that the box was paid for but we didnt have installation as we could do that ourselves and only wanted to use the box for freeview.
Each month the bill shows an adjustment for the installation cost and he rings to point out that NO we didnt get it installed, they remove the amount which they say is credited and will be right on the next bill , at the end of that month, there it is again.
I really think the people we speak to on the phone are not able to understand what the problem is and so just fob us off each month knowing it will be another 4 weeks till it crops up again.
OH can get quite irritated when spending an hour on the phone and not being any better off for it and normally I would say that ,that doesnt help with solving things but this last time, even I was getting frustrated and I wasnt even on the phone.They even offered to send him hard copies of the bills at our expense to clarify things!.