BT complaints

ezhiks

I also have a coomplaint to make to BT that I would like looked at the BT representative here , can I contact you?

Its regarding coming back to BT onto the Anytime plan, which didn't go according plan. I'd very much appreciate it if you could look over my issue. I signed up 26th Dec 2010 online and had a date of 14th Jan for completion. I assusmed it had gone through as it should have done, but then recieved a bill from my previous supplier. I contacted both BT and my old supplier and eventually BT admitted due to a technical error they didn't procees my request properly and although I was paying for anytime my calls were still routed through the previous company who were charging me.

To cut a long story short I finally got swithed back to BT on 20th May, but in the meantime have been charged the minimum calls fee and charged for caller display. I also accrued £40 worth of calls with my previous supplier whilst supposedly on a BT Anytime plan. One Bt representative understood the problem and told me I could sent BT these bills for calls and I would be refunded, but I can't find out where to send them.

One other issue is that when I signed up for Anytime it was in response to a letter telling me I could it have it at special low rate, and I'm being charged the full rate.

I'd appreciate your help please

Thank you

BT_company_representative

Hi ezhiks

Of course I can look into this for you, just check out my profile section were you will find my contact information.

Regards David

ezhiks

BT_company_representative wrote: »

Hi ezhiks

Of course I can look into this for you, just check out my profile section were you will find my contact information.

Regards David

Thank you, I've filled in the online contact form and sent it.

emiai

We are requiring a line stop and restart to correct a software error that causes our broadband to disconnect everytime we have an incoming or outgoing call. The last time we made contact to have this done, we were told we would lose the line for 12 days whilst it was reset, and that this may not actually resolve the issue (This was completely unacceptable as it was over the Christmas period - and the fact it may not even work made me more than frustrated) so for over eight months now we have been living with with the constant disturbance of having the line cut out - as a result we simply do not use the phone any more and moan when people do ring us on it. (It still cuts if we do not take the call too - so any incoming contact.)

The engineers have replaced our sockets, tried multiple routers,filters, connecting from different sockets and upgraded our hardware at the exchange - before finally confirming it "might be" a software issue.

Anything plugged into the phone line upstairs stops anything downstairs working too. Therefore the two sky boxes can not connect to the internet, and were being threatened by them all the time to increase our charges as they can not connect to our sky boxes. We have to manually flash them once a month to ensure we do not incur this extra fee as a workaround because of the fault on our line.

We have been paying for a service that has not been provided at a satisfactory level. Furthermore when I try to discuss it I am tossed from pillar to post - all the way back to the fault dept who make me start the "are you plugged directly into a filter" lark - something we went through multiple times MONTHS ago.

I would like to know just how quick this issue can be resolved in realistic terms, and if we will have some sort of discount or refund for the time we will have no phone line during this stop and start and for the entire time since the original complaint was made.

For the record, this problem occured after BT did maintainance work at the exchange and our line was cut off for a whole day until 10pm at night with no prior warning last year.

chanz4

have you had the master socket physically tested? the reason why I ask as it sounds like a filter issue or and old wired bt box

Mark_In_Hampshire

emiai wrote: »

We are requiring a line stop and restart to correct a software error that causes our broadband to disconnect everytime we have an incoming or outgoing call. The last time we made contact to have this done, we were told we would lose the line for 12 days whilst it was reset, and that this may not actually resolve the issue (This was completely unacceptable as it was over the Christmas period - and the fact it may not even work made me more than frustrated) so for over eight months now we have been living with with the constant disturbance of having the line cut out - as a result we simply do not use the phone any more and moan when people do ring us on it. (It still cuts if we do not take the call too - so any incoming contact.)

The engineers have replaced our sockets, tried multiple routers,filters, connecting from different sockets and upgraded our hardware at the exchange - before finally confirming it "might be" a software issue.

Anything plugged into the phone line upstairs stops anything downstairs working too. Therefore the two sky boxes can not connect to the internet, and were being threatened by them all the time to increase our charges as they can not connect to our sky boxes. We have to manually flash them once a month to ensure we do not incur this extra fee as a workaround because of the fault on our line.

We have been paying for a service that has not been provided at a satisfactory level. Furthermore when I try to discuss it I am tossed from pillar to post - all the way back to the fault dept who make me start the "are you plugged directly into a filter" lark - something we went through multiple times MONTHS ago.

I would like to know just how quick this issue can be resolved in realistic terms, and if we will have some sort of discount or refund for the time we will have no phone line during this stop and start and for the entire time since the original complaint was made.

For the record, this problem occured after BT did maintainance work at the exchange and our line was cut off for a whole day until 10pm at night with no prior warning last year.

Perhaps you should put this in writing to BT. Invite them, if they cannot get one pair to support voice and broadband simultaneously, to install a second line for your broadband and keep the current one for calls. If they are not competent to fix the current one perhaps they can get a second one to work and provide a complete service. At no charge to you, of course.

(I'm sure I remember reading that this can be a line fault called an HR DIS fault, but I'm no telephone expert)

Give them the date by which you expect the service to be repaired *and* the compensation you expect, and if not done by that date, suggest the regulator can help to resolve the matter for both of you.

Alternatively, try moving the line and broadband to another supplier. They'll still have to deal with BT Openreach, but might succeed where the current provider(s) have failed. AAISP advertise they're happy to take on lines with faults and get them sorted, but be prepared for a significant uptick in your monthly charges.

Mark_In_Hampshire

arjar wrote: »

I discovered this week that my 96 yr old mother-in-law has been paying £69.50 a month for her BT home phone. Just a phone - one line, no broadband. She's been paying a fortune for daytime calls rather than transferring to the 'Anytime' option. (I don't think she knew anything about 'options', and was just accepting continuously rising direct debit demands). She's a proud and independent lady, so hadn't wanted to 'make a fuss', so I only discovered this by accident. I helped her to change her contract and she now pays less than £15 a month for unlimited calls.

My question is this. Does BT have any responsibility for identifying and helping vulnerable customers who are clearly paying massively more than they need to for basic service? It must have been obvious to anyone in BT looking at her bills that she was overpaying. Or is it such a brutal, greedy outfit that it simply takes the cash from anyone vulnerable enough to not understand they are being exploited? I wonder how many other vulnerable people are overpaying like this. Is this something I can raise with Ofcom - or is there any other body that might be able to require some sort of more ethical behaviour. All practical advice welcome. Oh -and please don't just say 'caveat emptor', or 'it's a tough old world' etc. I simply can't accept that the old and the weak are fair game for massive corporations.

In direct answer to your question, no, I don't believe so.

Far be it for me to defend BT but I don't think this is unique to BT or telephony (how many people overpay for car insurance by not shopping around and accepting the renewal quote?)

However, it doesn't look good when exposed, does it, and should one find out they've been paying over the odds, it makes them perhaps more inclined to go find another supplier.

emiai

chanz4 wrote: »

have you had the master socket physically tested? the reason why I ask as it sounds like a filter issue or and old wired bt box

Yes they used lots of gizmos to physically test it, running simulations too - and to rule out the box being at fault, they tried different points in the house and replaced the master socket just incase that was it, the engineers were here for over four hours on the second visit. They upgraded our hardware at the exchange too,and they are adamant it is a software fault. The line worked fine when we moved in.

Im not sure what the exact fault is called but we were told it was an 'unhealthy line'.

choille

I am losing the will to live.

For three days I've been phoning BT as my BB is acting up. I've been promised call backs, have waited in etc. Today I came to the phone as OH had answered & it was BT, I pcked up the phone & they cut me off. I am so sick of this nonesense. I was told we live too far away from th exchange to get BB - -we have had BB for several years. They tell you any ole guff. The simple tests they just need to perform & we call you right back Mrs Choile are a load of lies.

I need to do stuff - I've wasted hours & hours & hours.

I just had enough - I'm paying for something that most of the time doesn't work, I waste hours on trying to get some sort of sense out of Deli, It's a crazy world.

I'm not surprised their lines are busy - why don't they just fix things instaed of winding customers up with their nonsense - rant over.

I don't believe a word of it.

Mark_In_Hampshire

choille wrote: »

I am losing the will to live.

For three days I've been phoning BT as my BB is acting up. I've been promised call backs, have waited in etc. Today I came to the phone as OH had answered & it was BT, I pcked up the phone & they cut me off. I am so sick of this nonesense. I was told we live too far away from th exchange to get BB - -we have had BB for several years. They tell you any ole guff. The simple tests they just need to perform & we call you right back Mrs Choile are a load of lies.

I need to do stuff - I've wasted hours & hours & hours.

I just had enough - I'm paying for something that most of the time doesn't work, I waste hours on trying to get some sort of sense out of Deli, It's a crazy world.

I'm not surprised their lines are busy - why don't they just fix things instaed of winding customers up with their nonsense - rant over.

I don't believe a word of it.

After performing the "simple tests" an engineer visit might then be needed, that being the logical conclusion.

If you're on the end of a poor quality or long line which could only just support an ADSL signal @ 256kbps it might have simply deteriorated to the point where it can't support ADSL any more.

But until an engineer looks at it, it isn't going to get anywhere.

As above - other ISPs will take this seriously and look at it, but they're more expensive.