BT complaints

stevenazari

Hi all - I'm having trouble getting credit put on my bill from BT...

I've never recieved an adequate service from them (broadband speed was below 200kbps) due to the exchange being full, I speak to tech support and they promise me I won't get charged, but everymonth guaranteed I am charged! this has been going on since september, and I've only had a couple of refunds from the service! I have since cancelled my broadband package with them and just want to get the correct amount to pay but they want full payment first before crediting me anything?! I say I've already paid them once and still not recieved the credit then they promised me after I made the payment!

BT_company_representative

Hi Sandford,

OK sounds good, keep us posted

@ stevenazari, send me an email by using the link in our previous post and we'll take a closer look at this for you.

Ta,

Stephanie

nexus76

worst company i have ever dealt with,have spent over 2 weeks trying to join them,even today i was on hold over 1 hour trying to join and they end up talking garbage about this an that,an then hang up,im leaving virgin and this is there way of dealing and recruiting new customers,worst company ever,i mena cant even join online,cant tell me if i can get broadband,want me to pay to join them,force me to enter into phoen contract just to test what broadband speed i could get,an then if its to slow for online gaming im stuck in phone contract,pirates.discraceful company.just spent another 30 mins on phone listening to monkeys talking rubbish again and still no order.i amazed they have any customers,over 2 hours talking to them,25 attempts to join online and now the deal i tried placing back on 5th of april is finished,no complaints department also,worse than microsoft an i thought they was worse company ever,BT just topped that by 200%,the most complete broadband package ahhahahahah,i dare u to get me a order you clowns!!

Heinz

Somehow, I doubt they'll want to bother.

BTW, why are you leaving Virgin? Their cable service is the fastest broadband in the country and, if you're an online gamer, ADSL won't come close.

nexus76

Heinz wrote: »

Somehow, I doubt they'll want to bother.

BTW, why are you leaving Virgin? Their cable service is the fastest broadband in the country and, if you're an online gamer, ADSL won't come close.

yes indeed they are fastest,but i have had constant problems for 2 years with them ,im on 50 meg,great for internet,but when i go on xbox live its awful and them new super hubs just ruin any chnace you have of playing games,i have had 4 different ones,an even as i type im waiting for them to come look at my new one thats just stopped working,virgin may be fast but they know nothing about online gaming,i was told 50 meg with be great an blah blah,i had bettre games on 10 meg,even if im hosting i get lag spike and that impossible as far as i knew when host.we are liek cavemen in uk when it comes to braodband,only now are we getting better,in asia or middle east its whole different ball game!!

cbrpaul

cbrpaul wrote: »

A mate of mine who used to work for bt as a field engineer told me that all BT engineers ( now openreach) who put so many TRC`s in ( time related charges) ie charged a customer , would get " gift vouchers" as commission for a store of their choice .

Is this still the case ?

Maybe the BT company rep here can answer this please ?

thankyou !!

Didnt think i would get a reply really !!! :rotfl:

Soul_Survivor

Oh what fun I'm having with BT Business movers team, I've just emailed ian.livingston@bt.com as advised on here but for the record I want to post on here to show what a shambles this is:

I called the Business movers team on the 6th of April to arrange a new install on the 28th of April. As I am moving from one unit to another in the same building I was told this would be a internal move. I questioned this as it was still a new install but was assured this is correct.

I was then called yesterday (20/04/11) by Open Reach to confirm my appt for the 21st. I explained this was wrong and it should be the 28th.

Here in begins my nightmare. I generally get no answer from the business movers team, when I do they say they can’t deal with it I need to speak with the BPM. I spoken to a Shaun Morgan there who while a lot nicer than the people at business movers, was still not able to help. He then transferred me to an Indian in general customer service.

I am currently on hold again for the business movers team. However Shaun did say I have now agreed an install date of the 10th of May. I have done no such thing.

I need our broadband installed in our new offices on the 28th of April as agreed in my first phone call on the 6th of April – I will be requesting a copy of this call later today to prove this was when I booked.

If our BB is not installed on the 28th, we will lose serious money as a business when we come back to work on after the bank holiday weekend, we will hold BT responsible for this.

chead82

Hi all.

I am having trouble leaving BT. What happened is that we moved from Northern Ireland to Birmingham on the 5th of April. When I rang BT to tell them our new address they did a line check and found that our new home had previously had a Virgin phoneline. The agent then gave me the option to pay £130 reconnection charge or a one-off £60 cancellation charge.

I did query if the cancellation charge because the previous month I had been told it would cost me £200 to cancel. The reason for the charge was because we were only halfway through our 18 month contract.

Anyway the agent I was speaking to said "There would be no other charges. It would be a one-off £60 charge". So I agreed to the cancellation fee.

Jump forward two weeks to the 19th of April and our final BT bill arrives for a charge of £181.

My 9 months with BT have been nothing short of hell.

Could anyone give me some advice?

Thanks In Advance

Chris

steveE2

chead82
Is it just a phone line cancellation or does it include Broadband?
Phoneline only should be a maximum charge of £5 per remaining month for BT Unlimited Anytime package,less on other packages.
http://consumers.ofcom.org.uk/2010/06/cheaper-charges-for-uk-consumers-to-end-phone-contracts/

UKShark

I decided to blog my story about BT here mainly for a log of whats happened.

In October I asked for a BT line house move, and they said it would be done in 2 weeks..
2 weeks later, I get a lady from across the road asking me questions, and it turns out they have put down the wrong address, (Even though they could read out the right address from the computer).

They say they need to cancel the move, and setup a new one, this will take 3 weeks.

3 weeks later, still no phone, so I phone up. Its been cancelled, they realize they have made a mistake, and they will call me back once they have worked out whats happened.

Next day still no phone back, so I ring back, they say someone will phone me within 30 mins.

Next day still no phone back, i phone up and demand to talk to a manager, I get put in contact with a line manager who explains the mistake and I will need to use a different phone number and create a new order, so we do. He says phone will be up and running in 14 days.

14 days later no phone, they have got the old job and the new job mixed up, and they both need to be cancelled so they can do it properly.

2 months later, the phone is up and running but not on the old number, so I phone up and they will switch back to the old number no charge. We are now in late Jan.

Phone is dead...

4 weeks and 55 calls, 6 hours on hold the phone is back and the number is correct but cant get broadband on the line due to the massive amount of noise on the line.

I work out it only happens with the filter in, and reading forums work out it must be a high resistance fault that only occurs when the filter is in place.

BT refuse to help even though ive got 3 routers and 10 filters from my provider (BE) as its a clear line when the phone is plugged directly into it.

Its now Late Feb

10 calls to BE they arrange a BT engineer, who calls round has a fiddle and leaves. I wasnt in, my wife was.

Same issue the next day, broadband still not working. Voice fine until you plug in ANY of the 10 filters.

3 weeks later, 15 calls and daily tests, 2 Vans and a car from BT turn up (This time i take a day off) , engineer can hear the problem and agrees its not the fault of any of our equipment, he changes a few cables visits the exchange and says its fine.. it does seem ok...
1 hour after hes gone, the noise is back, nothing works without high noise levels.

4 weeks later 120 calls and around 25 line tests, we get another engineer (Only because I made a HUGE fuss), 2 vans and a car turn up (They mean business), the one bloke was AMAZING said he knew what it was (High resistance fault like i said), he said the !!!!!! testing gear BT is given wont pick this up but he knows how to fix it.

He changes the pair from the local man hole , and some other things and it all seems good. I explain I cant say if its working or not as last time it faulted 1 hour later.

3 days later its was still good, broadband was good, voice was good....

Then.....

No dial tone, no voice, but broadband worked.

This is where is gets fun,

I ring BT and ask for compensation, I no longer care for BT as ive lost the will to live. They say you will get a call back.....

No call back.

I ring BT again, and a guy in repairs says he doesnt see any calls logged between OCT - JAN. I promise him I called... ALOT, he says its tough, if the computer doesnt show calls logged, it didnt happen.

For the phone outage of almost 6 months he offered me 2 days of compensation. I asked him if I could speak to someone else, and he said no.
After 30 mins of arguing, he said he would have to put me over to a manager. (Like I asked for at the start), he said the "couch" would call me in 2 hours.

4 hours later... nothing....

I ring back, and say I was supposed to get a phone call, and it didn't happen. The girl promised me a phone call in 30 mins.
I made SURE she logged the call, and said if the manager couldn't phone in 30 mins, could she ring me and explain the delay.

1 hour later.... NO call.........

So in 6 months ive had 3 days working service, I currently have NO service, and they have not phoned me.
Funny the feedback automation always phones me back ok.

Im just about to phone AGAIN...

Steve, Cheltenham

UPDATE :

rob.gomes from the complaints department has fobbed me off again.
He says because the broadband provider logged the faults, they dont count as issues.
Even though Voice was effected, I cant be reimbursed for line faults if its not raised by myself.
Robs direct line : 01908 292109

Guess what.... Hes gunno get someone to call me in 2 hours.