BT complaints

olly300

I think you actual problem is with BT Openreach, the BT subsidary who do the work.

When I had to complain to BT I wrote a letter sent by recorded delivery to address on my bill.
BT Correspondence Centre
Providence Row
Durham
DH98 1HT

At the end of the letter I stated that if they didn't respond to my complaint within 28 days I would log a complaint with OFCOM. My complaint was over them sending me a bill twice for an account I had asked to be closed when I moved. The new people had moved in and has started using the line and that's what they had tried to bill me for.

BT actually sorted out my problem before I got to OFCOM and they took a week.

The actual BT complaints procedure is suppose to be:
1. You complain via telephone (waste of time) or letter about their service.
2. They respond to you an if you are not happy you ask their Complaint Review Service to investigate.
3. Then if they cannot deal with your complaint you take them to mediation with Otelo but you have to wait 12 weeks before you do this.

Personally after having problems with O2, Three, Tiscali, BT and Talk Talk in the past year, I:
1. Try and email the company asking for a response to my email in 14 days 2. I then write a complaint letter to their offices giving them 21 or 28 days to reply depending on how they responded/not responded to the email, and use recorded delivery as they claim they haven't got the letter otherwise
3. Contact OFCOM (020 7981 3040 during office hours) and log a complaint. Then phone the company back with the OFCOM reference number.

Pilly57

I recently ordered BT Total Broadband and have been trying to contact them about a problem with BT Broadband Talk. I spent 75 minutes waiting for an advisor yesterday and today I have spent another 110 minutes all to no avail.
I have also sent two mail forms regarding the problem with BT Broadband Talk, I recieved a totally irrelevant automated response from the first form and no response from the second form. To all intents and purposes BT are uncontactable by telephone which in itself is an absolute disgrace for a communication company. This being the case, I believe I am right in thinking that I can cancel my direct debits with them as they are not providing the service as per contract. I am but one BT customer of millions, in two days they have robbed me of almost 3 hours of my life, why do BT think that your time is of no value. A complete disgrace, problem still unresolved.

BritBrat

The address given on BT.com for complaints is to Mrs Jillian G Lewis, Customer Services Director

She is a waste of time.

I am glad she responded to you as she never did to me, maybe she is getting wise to her poor status with customers.

flyoffthewall

Hello!! Thats happening to me too!! I think so anyway. I've emailed BT, because I cant get through on the phone ARGH!! You know your cancelled order number, does it begin with GB by any chance???

easynotec3 wrote: »

I received an order number etc and the order was cancelled as i wanted. My complaint is that fact that they took the deposit payment for the job that was cancelled when I was told they wouldn't (i didn't get the name and reference of the person who told me they would not take it) and they are now saying they can't find it on their system anywhere despite the reference numbers given

dundeemania

BritBrat wrote: »

She is a waste of time.

I am glad she responded to you as she never did to me, maybe she is getting wise to her poor status with customers.

Mrs Jillian G lewis is not really anything in BT, she is not high up nor really she is not a director. Jillian G lewis is the person in BT that has given permission for her signature on all letters.

BritBrat

So she is not "Customer Service Director"

Who are you Dundee a BT mole?

I went to Ben after with my complaint, go on tell me he is not the CEO.

deeplydark

I have just emailed [EMAIL="ben.verwaayen@bt.com"]ben.verwaayen@bt.com[/EMAIL] with a complaint. Been trying to change my direct debit billing from quarterly to monthly for NINE MONTHS and their customer service have still not done it!!!! I sent an email to Ben at 00.33 and by 00.44 he had replied.

mberridge

I have been trying without success to get a BT line reactivated at an address I have just moved to. BT are TERRIBLE and I would dearly love for another provider to supply the line. Anyone know if this is possible? Virgin Media alas are not able to supply cable and say I need a BT line first. Help!
thanks

gt94sss2

born4thesurf wrote: »

I can't bear to get on the phone to them again. I cannot believe how poor their customer service has been, their operations management and their total lack of support for BT telephone customers. I was told of the problems they are having are because of the new systems in place for BT Broadband customers.

Because I am so fed up with the service I have received from BT, I have decided to set up a blog so that anyone can post a comments, experiences and BT complaints. Once I get over 100 comments, I will write a report and include all comments and send off to the necessary body to investigate.

BT have set up a webpage for people with problems re: new lines and reconnections to contact them.

You might be better off contacting BT there to resolve your problems..

Regards
Sunil

01kaycecil

I have been back with BT for 3weeks and so far have had nothing but trouble. I gave up talk talk after 2yrs of good business... transferring to sky see talk and surf but needed a bt line in order to recieve the talk . SIMPLE RIGHT...WRONG...

I stated that i wanted a bt land line keeping my old number.
They set me up with a direct debit sucessfully (Funny how they get that bit right). But gave me a new telephone number which i didnt ask for.
I spoke to Matius on the 5th Nov who was from romania i think (language barrier understanding my problem)
I spoke to Natalie on the 8th Nov who had a strong Irish accent (she couldnt understand me and i had trouble understanding her)
I spoke to Jess on the 9th Nov who said that Tuesday by 8pm the number would be changed IT WAS NOT but they gave me a different no... (HOW KIND)
I spoke to claire on the 10th Nov
Collette on the 11th Nov she said it would be back by the Tues at 5pm IT WAS NOT.
Ive now spoken to Patricia 13th Nov who informs me that someone will call me to re arrange YEAH RIGHT. And to top it all ive been on hold everyday for at least 1hour a day, lets hope its free phone.. ive been told the complaints no is 0800545458 i bet this is an automated service aswell....
Ive already been sent a bill which is more than talk talks for the whole month and this was just for 5days under 1 number which i never asked for and im going to refuse to pay. BAD SERVICE INCOMPETENT STAFF.
I BELIEVE I HAVE SPOKEN TO EVERY MEMBER OF BT STAFF NEARLY:mad: :mad: :mad: