BT complaints

nancmat

Its good to see other people are having similar problems with BT. I have had no vision TV or Broadband for over two weeks, you send engineers out but they carry no leads, I have a box on its way to me though, although you wont send leads so nothing will be fixed.
I also want to cancel my BT, I have been with you for over 2 years but was told we renewed last year, which we did not I asked for the sky sports aspect as BT said we could get it, turns out it doesnt cover our area after all. But still BT think they charge us £166 to leave, when we havent renewed and they cannot provide us with half the services they say they do.

Sorry for the rant but it was been very stressful, and I am fed up of repeating myself to BT. I have a complaint in place but heard nothing for over a week and logged it two weeks ago... would love to know what is happening. I have done all the contacting us.. and still I hear nothing.

nancmat

I've just sent an e-mail to Ian Livingston and have just had this reply from his PA:-

Thank you for your e-mail. Ian is currently in a series of meetings with very limited access to his e-mail, so I am replying on his behalf to avoid further delay. Please be assured that a member of Ian's senior management team will see and read your correspondence.

I am sorry to hear of the problems you are experiencing, I will pass this to our senior service team for investigation and response directly to you.

I can live in hope...

BT_company_representative

Hi guys,

@ Mikee Diablo and Kevin83 I can't see an email from you there, have you been contacted back yet about this?

@ ...cherry... and FedupPhil if you haven't heard anything back yet get in touch.

Thanks,

Stephanie

FedupPhil_2

So I received a response today from BT re the message on this forum. My relief was immense because it sounded as if something was finally happening to resolve this madness. The lady rang and said she was apologetic, and after investigating the weeks of calls and misinformation from BT, had found out that the previous owner of my new house had now cancelled the line and it therefore needed a completely new line and an engineer. This after BT had told me on 6 separate occasions, over the past 7 weeks, that the reason for the delay in sorting my new line was because the previous owner had NOT cancelled his line and it was still active.

Anyway - it's clear that BT has major internal control and system problems but at that point I really didn't care as the nice lady confirmed that she was expediting an engineer to attend and either her or her colleague (Rebecca I think) would call back before Thursday.

I ended the call with relief and a calmness I've not felt over the situation for many weeks.

And then it all went wrong again...

Within 45 minutes of the nice lady from BT hanging up I got a man from BT's Indian call centre (New Business) calling me... I quickly told him that I'd only recently just spoken to a colleague of his and I was waiting for her or Rebecca to call back. Mysteriously he then passed me over to his Supervisor (amazing how they can get hold of them quickly when they need to) who then started to chastise me and told me that unless I paid £130 to him immediately then he couldn't organise an engineer. ??? I asked him, are you aware of the call I have just had from BT just 45 minutes ago ? No, he said, but if you don't pay £130 then there was no way I was getting an engineer to fit the new line. I found his tone condescending and chastising - this was yet another "last straw" in this pathetic saga of wasted time and energy.

Bearing in mind my new house has had a BT line for over 10 years and I made BT aware 7 weeks ago that this would be a transfer of lines AND I've already been given a new telephone number AND I was told the new line would be active on the 4th May AND I was told on Friday that the previous owner's line was still active, I can only presume BT is in some kind of meltdown and I've been unfortunate enough to have been caught in the middle of it.

BT really is a joke. As I told the not-nice "Supervisor" earlier today, the "left hand has no idea what the right hand is doing".

A very stressful and chaotic situation that is just running and running.

bwanamakubwa

Its rather therapeutic reading these so here is my debacle:

Moved house on 21st April, logged a call with BT. As a footnote, the new place has zero mobile reception and the week prior, I broke my leg very badly and am unable to walk for a number of months.

Engineers visited and dropped my kit off, said everything should be fine. It didnt work the following day so I called and got another appointment for the Tuesday. I waited the full 5 hours, then a neighbour mentioned BT were trying to locate my house earlier that morning outside the appointment slot.

I called them and complained they had missed the appointment, and that someone turned up earlier. This was refuted, implication being my neighbour had made it up. They said they would call me back. I got nothing. I got someone to drive me to a place with phone reception and stayed on the phone for an hour until I was put through to a supervisor.

Supervisor says he will call the engineers in the morning and phone me back. He does so and says the BT engineers cabled to the wrong exchange and my number beginning 41 was incorrect. A new call would have to be raised but he hoped the work would be completed by Saturday. I am offered a mobile dongle with some minutes despite numerous reminding that there was no mobile phone reception.....

The supervisor called back some 48hrs later saying he didnt have any more information but he had logged a new call. I logged a complaint explaining I would need to be contacted via email not mobile phone. It appears at 13.12, two mins later and 40 mins later voicemails were left and the complaint as a result was closed.

As it stands they have allocated me what APPEARS to be another 41 number, hence suspiciously like another incorrect one, and my line is to be fitted and connected on the 1st June. I have absolutely no faith this will be the case.

My question is: are there ANY other providers out there who can be recommended? I really dont see how as a new customer, with this level of service to begin with and a compensation offer of £34 I can stay with BT. HELP

Greg-St

Hi there,
I live and the middle of 7 houses and have a massive oak tree in my back garden that is rotting and needs cutting down. I've checked for orders on the tree and had tree surgens round and have quotes aropund the £1000 mark for cutting it to its crown. The trees stump is approx 5 meters from my back gate and then there is a path that runs along behind the gate.
My problem is that at some point a bright spark from BT has put up a pole on the other side of the path and 8 cables that go from the pole to the houses run right through the tree. The tree has obviously been there for hundreds of years and the pole is feet from the leafage.
I contacted Openreach and a guy came to look at the work required and said he would give me a quote and ''do his best to keep the cost down''.
Four days later i got an E-mail said ''have done my best to keep the cost down'' attached was the quote of £1153 inc Vat for dropping the 1 ring with all 8 lines attached and the distribution box and leaving it in my garden while the work was done then putting it back up.
I rang the guy back and ask why the price was so high and he said it was because there were 8 lines and it was priced per line. When i said they were all on the 1 ring though, his answer, ''well thats they way it is''.
Has anyone got any advice, been to Ofcom but the don't take up individual complaints.

JessieMG84

I'm going to have a moan here about my sheer disappointment with bt, I feel so let down, and was so sure they were a good company to go with. I hope ur listening bt rep? And can help more than ur colleagues in India.

I called the sales team and was offered an offer which was not as cheep as talk talk so after the sales man (didn't take name-as didn't think I'd need to prove I had spoken to him) ha spoken to someone higher up he had beaten talk talk and given me line rental, free calls, hub, fitting, 1571, and broadband (bb) for £18.28 (i think-definitely between 18 and 19) that's bb for 4.99 for 18 months. This was all when we were moving at Christmas time. By the time a had sorted through my pile of filing, 3 months had gone by and all 3 bills were higher than that price so I looked into it, the bills aren't the simplest to understand so I called bt, very relaxed thinking the issue would be resolved quickly. Oh was I wrong!

I spoke to someone for over half an hour, after repeating themselves many a time about how there was "no record of that offer or me being given it" I asked to speak to a manager. She then said pretty much the same thing, and I was on the phone for a similar length of time, she eventually said the tapes would be listened to of the day I was sold the offer, and I would be rung back with a result "in 24 hours" I then double checked that if they had said that price, would I be refunded the difference and given the offer I was sold. She said yes. So I left the call happy, but stupid gullible me didn't realise it was a fob off. I was not called back at all.

So I called back again a day or so later. Of course I got one of the billion workers there and had to explain all over again, she couldn't see any record of what suppOsedly happened the call before, which is convenient isn't it?! So I asked to be put through to her supervisor and she told me he would call back in an hour, I asked for the call to be in ten mins and she happily agreed, but of course no call at all.

I am absolutely appalled by this, andfeel they are just going through palming off techniques when people call up.

I have done nothing wrong apart from not checking the paperwork as soon as it got posted through the door, but who assumes that you've been given something more expensive than you were sold?

I'm sure everyone is the same but we are not in the position to be paying out £10 extra a month for the next year and a bit. I am newly pregnant following a miscarriange (at the time of taking out the bt offer-maybe a reason for not dealing with any paperwork when we moved) and I cannot handle the stress involved with calling these call centres.

I hope hope hope bt man on here can help, or anyone else has an email or address I cam send a letter to where it's going to get listened to.

Just to summarise:
-I have had no confirmation if the tapes were listened to and if I was right or wrong (I'm guessing if I was wrong they wouldn't hesitate at letting me know and playing me the tape)

Please help! Stressed out, broke, young mum in need x

Jess

Kevin83

BT_company_representative wrote: »

Hi guys,

@ Mikee Diablo and Kevin83 I can't see an email from you there, have you been contacted back yet about this?

Stephanie

Hi,

I had a missed call on my mobile when I was at work and a voicemail on my homephone, I couldn't really make out what was being said on the voicemail though as there was a lot of background noise, I did pick out that it has been sorted but I have not received refund as of yet.

marcustarpey

I have just received my on-line bill from BT. They are charging me £130.00 for an engineer call out in April, yet my internet speed was still only 0.12kps download speed. Another engineer came and eventually fixed the problem (after 5 weeks) in May 2011. this shows that the problem still existed until the last BT guy came. After calling India, I found that they cannot remove this ludicrous charge because the engineer's notes said that the fault was either internal wiring or my equipment, which it was not, I have Cancer and live on benefits and cant afford these charges. I also paid upfront for a year to reduce my phone line charges and took their £5.00 a month 'anytime calls' package, therefore my phone should only cost £5.00 a month - but my bill is for £238.19 since March of this year, so without the call out fee their charging me ££108.19 and say there is nothing they can do about it. Can anyone help me with contacts etc.
Cheers
Marcus

debtfreelondon wrote: »

We've had an order for a new line ongoing since 31st March for a new block of flats. We, along with the rest of the block (including the developers who are waiting for a lift emergency phone) can get no satsifaction from BT who claim their contractors have not done the work, not finished the work, can't do the work etc etc.

We have now been given an estimated date for completion of 31st May (ie 2 months after ordering).

Now I know BT is a vast and faceless bureaucracy that doesn't care much about it's customers but how do I complain about this. When customer services refuse to put you through to anybody else, when there is no complaints department on the website, when there is no way of telling somehow just how wrong this all is, what is there left to do?

Has anybody else been in this position and how did you manage to not go insane?

BT_company_representative

Hi JessieMG84

I have just seen your post and would like to help you with this. If you check out my profile section you will find my contact details and if you send over your info I will gladly look into this for you..

Regards David