BT complaints

BT_company_representative

Hi sianos

I have just seen your post and would like to help with this. I can look into your bills to see what you have been charged for and make sure that your bills are correct. If you would like me to assist with this please check out my profile section were you will find my contact details, if you send me a link to this post, your forum username and your account information and I will look into this and contact you to discuss.

Regards David

Llyllyll

See my last post at: https://forums.moneysavingexpert.com/discussion/2705079

HTH

Mark_In_Hampshire

Save_Money wrote: »

PS. As daft as this may sound I still remain loyal to BT despite 2 calls a day from competitors.

.. and that's why the service remains diabolical.

treetops409

Main line box into home, doesnt work. they said they think it is the line outside, but just in case, I have to authorise £127.99 in case it isnt. I refused, line doesnt work, after 25 years as a customer, BT doesn't care. I have given 14 days notice to cease line and no-one has asked me why?
the email address of the boss of bt doesnt work it is now btcomplaint@gmail.com. Probably gone into WPB file (waste paper bin).

tullydog

Hi everyone,
Does anyone know of a current phone number to make a high level complaint? I'll explain a little......
My neighbour (a lady who is a little older than she'd like to be AND a technophobe!!) has been experiencing problems with her phone line and broadband for some time. She has made many phone calls to customer services lasting hours (haven't we all!!) but was told on Tuesday that an engineer would call yesterday (Friday 25th September) between 1pm and 6pm. The reason being that she has a "Versitility" box that was probably affecting the whole system (prior to her husbands death he had an office at home and the versitility box let them have two phone lines so that when he was working she could still make and receive calls- I think?!)
Because she had an important appointment she asked a number of people nearby (me included) to look out for the BT engineer between the hours she would be out, left a note on both doors with my telephone number so that he could gain access whilst she was out. She arrived home, no engineer had arrived, she waited until 6pm... no engineer arrived. She then phoned "customer services " again and was eventually told that no engineer had been booked and it would be her router that was causing the fault..... which was looked into at the start of the problem! She is now a mixture of very angry and very upset as she relies on her phone and internet to keep in touch with her friends.
Obviously she can't email any of the contact emails suggested and whilst I can I don't know the full details of times, dates and what was said when and by who. She is getting absolutely nowhere with "customer services" and it's causing her an awful lot of undue stress....
Any suggestions or help would be very welcome.
Thank you

DaisyBoo83

* Update! *

I received a call just now, unfortuantely I'm at work and can't talk at the moment and was asked when was suitable to call back, and also an email confirming the time we agreed for a callback.

Hopefully this will be the path to fixing this...

DB

I've read this thread and followed a lot of the advice given.

I emailed Ian Livingston, and his assistant about the problems I've been having with my broadband, which turned out to be a major issue and had my whole account cancelled and they apparently can't reactivate it, but they can't give me a new account number etc as that isn't procedure and received what seems to be a very basic response.

"[FONT=&quot]I am sorry about the problems you have had. I will ask one of our high level service team to look into it and contact you.[/FONT]"

Will keep you updated on the 'high lever service team' getting back to me.

DB

BT_company_representative

Hi tullydog

I have just seen your post and would like to look into this for your neighbour to see what the actual cause of the fault is and get it fixed for her. If you would like me to assist with this please check out my profile section were you will find my contact details, If you could send her contact information and a link to this post I will gladly look into this for her.

Regards David

AnGee

I am finding BT completely very stressful to deal with. It all started when my husband rang BT on 10 August to cancel our home phone and broadband on 20 August as we were moving. They confirmed that this would be connected on 20th as requested.

Later that same day (10 August) they disconnected us. Lots of phone mobile calls were made by us to BT. Despite them having disconnected us (in error) within a couple of hours, they were unable to reconnect for at least 2 days for the phone and 5 days for broadband. They eventually reconnected the phone 2 days later, but with a new phone number (not much use when you are moving in a few days) and the broadband 6 days later. We were assured that the service would be disconnected on the 20th as originally requested. On the morning of our move (21 August) the broadband and phone were still connected. We rang BT and were told that the disconnection date was the 28th. After explaining, yet again, we were assured that we would only be billed to the 20th.

We just knew that the bills would be incorrect and of course they were! We had 2 accounts as they had reconnected us with a new number. They, of course, were wrong being for the wrong periods and charging us disconnection fees on both accounts. After numerous phone calls and getting nowhere I wrote to the Customer Correspondence Centre. It was a detailed but 'to the point letter', quoting both account numbers. They did not write back, but phoned. I was informed that our account had been amended and a revised amount was due. I asked that this be put in writing. I recieved a 2 line letter, only quoting 1 of our account numbers, stating an amount due. This was still incorrect.

Today I have received a letter from their 'Debt Recovery Unit'. After phoning them, I have been told that we have been charged for the correct period (we haven't, I have checked). They have said that they will write off the other account (which was still incorrect) as it had not been passed to the debt recovery people. If we don't pay the bill our credit rating will be affected and this means that they have us over a barrel.

What can I do? I am considering paying the outstanding amount and then complaining to Otelo.

Mark_In_Hampshire

As far as I know, credit reference agencies do not accept or hold information from BT (or Virgin Media, for that matter) so your credit rating will not be impacted.

You need to write a letter or email setting out the facts and work out how much you do owe. Then pay just that.

BT won't put anything much in writing, as it creates a paper trail of incompetence.

All you can do is to put the ball back in their court and, as if you're dealing with a child, spell it out for them and tell them what they need to do (you tried that once, just try once more)

If your line at your new place ends up being cut off or limited, you might like to cut your losses and go elsewhere and start anew, and seek compensation for that and for the early disconnection at your old place, and for your time, from BT by way of the regulator, by which time you could be up and running with someone else and getting on with your life.

Rachel_123

AnGee wrote: »

I am finding BT completely very stressful to deal with. It all started when my husband rang BT on 10 August to cancel our home phone and broadband on 20 August as we were moving. They confirmed that this would be connected on 20th as requested.

Later that same day (10 August) they disconnected us. Lots of phone mobile calls were made by us to BT. Despite them having disconnected us (in error) within a couple of hours, they were unable to reconnect for at least 2 days for the phone and 5 days for broadband. They eventually reconnected the phone 2 days later, but with a new phone number (not much use when you are moving in a few days) and the broadband 6 days later. We were assured that the service would be disconnected on the 20th as originally requested. On the morning of our move (21 August) the broadband and phone were still connected. We rang BT and were told that the disconnection date was the 28th. After explaining, yet again, we were assured that we would only be billed to the 20th.

We just knew that the bills would be incorrect and of course they were! We had 2 accounts as they had reconnected us with a new number. They, of course, were wrong being for the wrong periods and charging us disconnection fees on both accounts. After numerous phone calls and getting nowhere I wrote to the Customer Correspondence Centre. It was a detailed but 'to the point letter', quoting both account numbers. They did not write back, but phoned. I was informed that our account had been amended and a revised amount was due. I asked that this be put in writing. I recieved a 2 line letter, only quoting 1 of our account numbers, stating an amount due. This was still incorrect.

Today I have received a letter from their 'Debt Recovery Unit'. After phoning them, I have been told that we have been charged for the correct period (we haven't, I have checked). They have said that they will write off the other account (which was still incorrect) as it had not been passed to the debt recovery people. If we don't pay the bill our credit rating will be affected and this means that they have us over a barrel.

What can I do? I am considering paying the outstanding amount and then complaining to Otelo.

just had the exact same problem with bt! my phoneline has been cut off today despite emphasis being placed on that i'm not moving for another week. Think i'll be getting one of these o2 landlines in the future!