BT complaints

choille

BigBumpaGirl wrote: »

BT are the biggest bunch of cowboys!
All I want is to speak to someone who knows what is going on with my new line, how hard can it be.

Very hard, if it is anything like the 4 month carry on I had & 18 month fight to get £100 compensation that was like a slap in the face.

BT_company_representative

Hi BigBumpaGirl,

I have been checking my emails and I have been unable to find one from you. Please could you resend that email to the email address found in my profile? Please also include your forum username in the subject field.

Thanks

Paddy,

Leeds_Maverick

Today, I have received the most shocking service from BT.

First of all, I have to hold my hands up and admit that I was pretty slack and let my account get out of control. This does not give any justification for the service received.

On July 8th, I called the BT call centre about a termination notice. Spoke to a chap there (not mentioning any names) and apologised for letting the account get this far and asked for the line not to be terminated but also advised that I couldn't afford the bill until I got paid on the 25th. Quick as a flash, he advised that the termination could be postponed until the end of July. Brilliant I thought. Thanked the chap, usual "can I do anything else for you, sir?" "No, it's fine" I replied to which he asked, "Did I give you A1 service today? I replied in the affirmative but found it a little odd but thought nothing more of it.

Today, I had a text from O2, my broadband provider saying that BT have terminated my line and therefore my internet has been suspended. Shock!

I called BT and spoke to a young woman who was fairly unhelpful but gave me the information that my dealings earlier in the month was in fact not noted on their system and that there was nothing that she could do. I said that this was unacceptable and that this kind of behaviour was appalling, her response? A giggle. She laughed at me. Can you believe it? I asked if she thought that lying to BT customers or my inconvenient situation was funny in a calm manner, no raised voice even though I was screaming on the inside. I got her a bit flustered and she started with the long pauses as my questions were not on her script so I requested her manager. Her line manager took over the call but was again equally unhelpful, especially when I mentioned things like verbal agreements, the lack of training for staff and laughing at customers. She started with the long pauses so I requested her manager. A few minutes on hold, she abruptly came back and said "they will call back, OK?" Didn't give any time scales or any final apology for the service.

3 hours later, the line gets terminated so I called chasing that manager call back. Got another young chap who seemed knowledgeable, advised that what I was told in the very beginning was wrong and that they don't have that power. He asked if I still wanted to speak to a manager to which I agreed but after a long wait on hold, the line got cut off.

Called back straight away and got the UK call centre. Helpful lady who confirmed that no-one can postpone a termination and apologised profusely for the poor service I have received. She has logged this as a complaint although I expect to hear nothing more from it.

I will still pay this bill on the date I said but will not be reordering a line from BT. This is the final straw in a long line of bad customer service so I will be taking my business elsewhere and will speak to OFCOM and OTELO regarding BT's practises.

Laughing at customers when they have been given wrong information and lied to, what a joke.

BT_company_representative

Hi Leeds Maverick

Your post does not make good reading and I would like to look into this for you and see what has happened and see under what circumstances your services were disconnected. You will find my contact details in my profile section and if you send me your account details and some further details I will look into this for you.

Regards David

drewstain

When I first tried to join bt about 2 years ago I experienced the same things which a lot of you have mentioned in this forum. Incredible poor customer service, seemingly no communication between different BT departments, being told the address I was trying to install a BT line into didn't exist... eventhough I was sitting in it looking at a unactive BT line box. My order was cancalled several times (not by me) before I was able to get someone to come and reactivate the line.

The only way I got the ball rolling was by emailing the CEO office which I found on this forum. So, I'm back with a new complaint. When I was eventually able to get BT broadband the service was good up untill Friday 16th July. Since then I have little to no service.

When I have been able to find a connection (by constantly restarting my pc and the hub) my connection speed was running between 0.13 mb/s and 0.08 mb/s ...we'll worth the £24 odd I'm paying a month for a 20 meg connection.

I called customer service over the weekend, and they guy I spoke to was generally more helpful then I remember them being in the past. He advised me on changing the channel on the hub to another, restarting the hub and my computer and seeing if this improved my connection speed. I did this and the connection increased, for a few hours at least. Untill it completely disappeared again.

Since saturday I was constantly battled to find and connection from my hub, it's incredibly frustrating. I fear that if I call tech support again they will run through the script they have for this issue, advise me to change the channel to my hub (which I have no tried several times) with the frustration I am experiencing with the service, the premium rate I am paying for it I just can't bring myself to do this again.

I have spoken to a few people who have recently left BT for the same reasons. Many believe that this new BT open zone is responsible for the slowing down of hubs, I can see why as It never appeared to be a network I had available for connection untill these problems started over the weekend.

I do hope someone from BT complaints can help me resolve this issue, if not I will cancalling the service, demanding a refund for the service I have paid for up untill October.

Heinz

You don't appear to have reported a fault. That'd be my first step.

drewstain

Heinz wrote: »

You don't appear to have reported a fault. That'd be my first step.

I called the tech support line on Saturday and told them "I'm having trouble with my broadband" does that not count as reporting a fault?

Heinz

drewstain wrote: »

I called the tech support line on Saturday and told them "I'm having trouble with my broadband" does that not count as reporting a fault?

Probably not. Faults is faults. Tech Support is Tech Support.

Have you tracked the fault online using the fault reference number you were given?

BT_company_representative

Hi drewstain

I can look into why your broadband service has suddenly stopped working and get it fixed for you. If you look under my profile section you will see my contact information, if you could send your account details, forum username and a link to your post I will look into this for you.

Regards David

jvol

I have an ongoing problem with BT broadband, and am having no success at all getting it resolved by their normal channels. To provide a summary, I've been a BT broadband customer since October 2008. We live in a semi-rural area, so I thought for most of this time that the relatively slow speed was just something I would have to put up with. However, it recently came to my attention that neighbours were getting much higher speeds with BT. So, I went through the broadband helpline (originally called on 09/08/10, which resulted in an engineer coming out 13/08/10, who did some tests and discovered that, for some reason, there is a fixed 1Mb cap on our line, whereas our account information says up to 8Mb, and the line is physically capable of delivering 5-6Mb. I left it the advised 12 hours to phone India again, and ask what they will do. Various promised deadlines were missed, leading to further calls to India, and eventually another Openreach engineer coming to our house on 19/08/10, who proceeded to do EXACTLY WHAT THE FIRST ENGINEER DID, which was incredibly frustrating. I then called India again on the afternoon of 19/08/10, and was told that the 1Mb cap would be lifted within 48 hours. So I played it safe and left it 72 hours - still only got 1Mb fixed speed. I've just called India again, and have been told that the work will be done by the end of tomorrow (23/08/10), but I just have no confidence at all that the work will be done. I feel, like many have recounted before, that I'm banging my head against a brick wall. Any advice anyone?

The second part of my issue (once I hopefully get the cap lifted), is gaining recompense for what's gone on on my service since October 2008. As far as I can see, BT have been in breach of contract with me for all the time I've been a broadband customer, as their broadband options all clearly state that BT will provide the maximum speed the line can deliver. BT have only been supplying me with 1Mb maximum, when the line will in fact support considerably more. It is my intention to pursue this matter in the commonly-advised way, by sending a letter by registered post to their Durham correspondence centre, stating what I believe would be reasonable compensation, and giving them 28 days to respond before I escalate to Ofcom.

Does anyone have any other advice?