BT complaints

synapse321

See this post:

http://forums.moneysavingexpert.com/showthread.html?t=2349717

Correct, but Ofcom will LOG your complaint and give you a reference number and also give you the contact number for Otelo if unresolved after a certain length of time and BT Higher Level complaints 0800 number. When you call BT Higher level complaints the first thing they ask you for is your Of com reference number without that they won't take your complaint on. This is when they start listening you and may even offer compensation depending on how good a case you make. They usually get back you after 48 hours.

As a Gold Standard start with the Organ Grinder (Higher Level Complaints) rather than the monkey (in this case BT Forum Rep) for ALL forum members with BT Complaints as I feel the BT Rep is here just to off-load the work from reaching BT Higher Level complaints in the first place.

Mr_h

Hi Stephanie

As requested I've e-mailed you my details today. Thanks

cleetus-van-damme

I've just had a phone call from a debt recovery agency saying that I owe BT £340.41 and that I've been sent a Court summons for recovery.

It turns out when I moved into my new house (which was so new that it needed a BT engineer to come out to the address to connect the line) BT have entered an address from 6 years ago as my billing address.

Since I notified BT that I moved out of that address 6 years ago I have had a BT account in my name in 5 more recent addresses (including this one). The debt recovery company have had the case less than a month and managed to contact me on my mobile (which I can only assume BT gave to them but didn't bother calling themselves).

Now chances are I've got a black mark against my credit file for the next 6 years because they couldn't enter my details correctly on their system or check it to see what my last billing address was (or mobile number was) when the first bill they sent out wasn't paid.

BT_company_representative

Hi cleetus-van-damme,

I can take a look at this for you if you like. Please could your drop me am email with your BT account details? My email address can be found by clicking on my profile. Please also include a link to this thread.

Cheers

Paddy

gowgowuk

Well, I recently decided to re-connect to BT from Virginmedia (original order 12/2), and so far, I don't think I've ever seen such a level of incompetence:
A first engineer appointment was made and an openreach engineer came (25/2). He checked the existing 10 years old socket but said they would need to install a new line from the back of the house and should reschedule a new appointment for a full-day job for 2 men and a platform truck, which I did. He also ripped the part of the line inside my flat and cut the line outside my windows. He explain the existing line is useless because interrupted too many times from the box to my flat and therefore does not fit their quality control (or something along those lines, but it made sense). The new appointment was for 12/3 in the morning, but for some obscure reason, it changed on my online order tracking to the afternoon, so, I called back and they couldn't find any trace of that order and therefore it was rescheduled for today morning.

I've been waiting for these BT engineers from 8am: no show (And I've wasted a day off work, of course). I've just been on the phone with them (actually I've been on the phone with BT 3 times today for a total of more than 1h30) and amazingly, they are adamant that I have now a working BT line in my flat (no I've not! I can see the ripped cabled left by the previous engineer!) and they now close the job. I will have to call them back tomorrow to notify them of a fault on this non-existing fictitious line for an engineer to come back and fix the "fault".

Now, my big worry is that the original order was a free installation offer, but now that this installation job is closed, I hope they are not going to charge me for the "fault fixing" which, of course, will be a complete new line installlation.

I'm very very very angry :mad: and kick myself for ever thinking of switching to BT!

Update: and now they are saying that since my line installation is logged as "complete" I will have to start paying from my line rental (but will be reimbursed later)! All that for a line installation that never happened!

acece

My problem has been solved and the line is now installed.
I want to send a letter to BT and thank the guy from customer care who caled every other day to ensure the problem is being fixed.
His name is Johnson if I'm not mistaken. Can you please get me his full name?

BT_company_representative

Hi gowgowuk,

Were you able to arrange an engineer visit to check the line? I can look into this on my end, so if you want send me your details in an email (if you have the order number please include this as well). My email address is against my profile. Can you also include a link to this thread?

acece, I am very glad to hear you got this sorted. The advisor's details will be logged against the account, so if you want email me the feedback I'll check the account myself and I'll make sure it's forwarded to him.

Thanks,

Stephanie

gowgowuk

Thanks Stephanie,

I've just sent you an email

Philippe

acece

BT_company_representative wrote: »

acece, I am very glad to hear you got this sorted. The advisor's details will be logged against the account, so if you want email me the feedback I'll check the account myself and I'll make sure it's forwarded to him.

Thanks,

Stephanie

Thank you,
I wanted the feedback to be sent to BT not to him, as he was a good help

Mr_h

I received a phone call a couple of days ago from a BT advisor who offered to credit my account with the cancellation fee. I am impressed.