BT complaints

emiai

An update on my fault, just incase anyone else suffers the same fate - I called them again today on this number as I had just about had enough - 0800 800 030 option 1.

I was told basically again that to cease the line and restart it may not work, and would take over 5 days to complete, (so no service for 5 days) not only this but the act of doing this would incur a charge of some sort.

Basically we concidered as suggested above, having a second line put in one for calls one for broadband - but on speaking to his supervisor over weither they would pay for that and I wouldnt get charged - it was suggested that we cancel our exsisting line and packages and sign up for a new one. (And this was done in such a way that our current line ends on the day that our new one starts - only having 1 days downtime)

There were notes on my account that stated the above was requested by engineers as a resolution to this problem - so it was known that I definately needed a new line.

So I am now waiting for the 20th June to have an engineer come out, set me up on a brand new line, new number and an 18 months contract to boot. I will come back and let you know if after these changes, if the problem has gone away.

Mark_In_Hampshire

emiai wrote: »

An update on my fault, just incase anyone else suffers the same fate - I called them again today on this number as I had just about had enough - 0800 800 030 option 1.

I was told basically again that to cease the line and restart it may not work, and would take over 5 days to complete, (so no service for 5 days) not only this but the act of doing this would incur a charge of some sort.

Basically we concidered as suggested above, having a second line put in one for calls one for broadband - but on speaking to his supervisor over weither they would pay for that and I wouldnt get charged - it was suggested that we cancel our exsisting line and packages and sign up for a new one. (And this was done in such a way that our current line ends on the day that our new one starts - only having 1 days downtime)

There were notes on my account that stated the above was requested by engineers as a resolution to this problem - so it was known that I definately needed a new line.

So I am now waiting for the 20th June to have an engineer come out, set me up on a brand new line, new number and an 18 months contract to boot. I will come back and let you know if after these changes, if the problem has gone away.

I've bolded the bit above.

I'm guessing the cease and the provision are going to be processed separately.

When the engineer comes to do the provision, they'll find there's already a spare pair to your home all wired up and ready, so that's what you'll most likely get. In other words, what you already have. No need for a home visit, just flick the line on and job done.

They needed to overlap by at least a day to guarantee otherwise.

What this depends on is whether BT have made sufficient notes for the engineer to get it right, or if they're just hoping you might get a new pair and that might solve it. At the very least it will make you go away for a few days.

Might all go fine, but this is daft really. If it doesn't work out, all that BT have accomplished is to keep you in contract for even longer; it would have been worth insisting the same contract term applies, not a new one. Do keep us updated.

choille

Why do they say they'll phone back & then not, why do they say that we are too far from the exchange distance-wise when we haven't moved recently & have had BB. It is as if they are giving out pat answers.

I have been phoning for 3 days & only today did I get the fault registered. I have been told it will be fixed on Saturday when the engineer comes out. I really do not believe that the engineer will be out here on Saturday. It takes forever to speak with a person in a call centre in Deli, only to be told that they will phone back at a certain time & then to hear nothing further - It is beyond annoying. And to say that another ISP would probably be more expensive is really rather sad state of affairs.
I'm paying for a service that doesn't work for a lot of the time.
WE all know locally that the exchange seriously needs an upgrade but because BT would rather muck their customers around for days, weeks, months - whatever, than actually fix things & behave in a competent, responsible manner. It just is ridiculous that they seem to get away with their shoody service.
The engineers are great when they actually get told about problems, it's the getting the fault registered & the engineers actually being notified about the fault that is soooooooooooooooooo frustrating & maddening.

emiai

Mark_In_Hampshire wrote: »

I
Might all go fine, but this is daft really. If it doesn't work out, all that BT have accomplished is to keep you in contract for even longer; it would have been worth insisting the same contract term applies, not a new one. Do keep us updated.

Indeed this is how I felt, but as my old contract ends this month convieniently - he said by having the 18 months contract would incur no set up fee of £130. He kept repeating how this would come at a cost to me, and I kept asking why - when it needs to be done to repair a fault.

I have just had the confirmation of end date as 20th June, waiting for the postal letter now to confirm date of turn on of new line / number.

Cooler

Just an update for my own "amusement".

8 days since BT maliciously and with neither reason nor warning cut off the broadband and phone, and after 2 discussions on the phone with their foreign agents, and 2 promises of sending a bill after all, the first having claimed it will be marked urgent, and guess what.

Nothing through the letterbox.

These clowns are beyond a joke.

I shall have to find an address and write them a letter for them to ignore.

JessieMG84

JessieMG84 wrote: »

Thanks I have followed you link on your profile and sent in hmthe form. Hope to hear from you soon.

Kind regards

Jessica

Hi again, I have not heard anything since submitting my form?! Can u help me please as the longer this goes on the more it is costing me

I look forward to hearing from you. Please feel free to PM me.

Regards, Jessica

JessieMG84

This is what u put:

BT_company_representative wrote: »

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

ascribe

Please could the BT representative get in touch with me as soon as possible?
I can't seem to contact anyone who knows what's what without posting on here first!

I have had problems since signing up to a new BT phone and broadband package. We were on the Unlimited Anytime Calls plan, and before the contract expired I made enquiries about signing up to BT Broadband 2 and Anytime Calls. This combination was not available on the website, but I was told by online chat help to sign up to the BT Broadband 2 plus Weekend Calls, and then upgrade to the Anytime plan either by phone or on the website afterwards.

I could not upgrade, however, because the order was still open. I made several phone calls to try to sort this out, but was assured that I would be able to do it only when the new contract and plan came into operation and the order was ‘closed’. My broadband went live on the given date with no problems, but my calls plan stayed resolutely as the Weekend Calls plan and I was charged for phone calls made from that day. It wasn’t until Thursday 26 May that I managed to get someone to upgrade me to the Anytime plan and to agree that all phone calls included in the plan would be reimbursed on my next bill (I have no confidence this will be done without my having to phone up to chase it up when my next bill arrives).

My BT still shows me as being on the Unlimited Weekend Plan in spite of the upgrade. I have also now been told that the first three months are not free, as I had been told, but charged at £4.70 a month. This is contrary to what I was told before and when I signed up to the plan originally.

Furthermore, we have found that, whereas we used to be able to received text messages on our text-enabled phone with no problems before, text messages are now delivered as voice mail messages, i.e. through an automated voice message (in spite of my having caller display). I phoned to find out why and was told it was because we are actually not on the Anytime Calls plan but on Unlimited Weekend Calls, with Anytime as an add-on, and that our phone line is not on a contract, unlike the broadband, but billed on a monthly basis. (Have since sorted this problem with the kind help of someone on the BT Community Forum, no thanks to BT.)

I no longer know what to believe, because so many of the BT operators – with whom I’ve spent hours on the phone in the past two weeks – have told me different, and often contradictory, things. What I want is to get my account sorted out for me so that we’re on the Anytime Calls plan, with the first three months free, as I was first told.

Still no sign of the BT rep ...

Cooler

Just an update for my own "amusement".

It is a miracle ! BT have finally sent a bill. Unfortunately it does say it should be paid by the 26 April, which might be a problem since I received it 7 June !

Also it fails to say how many £1,000s compensation BT intends to offer in recompense of the appalling experience they deliberately put me through. Can I assume that is in the next post ?

Cooler

Just an update for my own "amusement".

I received a call from BT last night. The guy said he had taken off the phone/Internet restriction, it should be achieved within minutes. Come this morning the restriction is still on!

It turns out they do NOT send out reminders any longer (which is why I could neither find one, nor recall having received one), but have decided that should a bill go missing in the post they will try to call you, appearing to be, for all the world, like one of those irritating cold calls from some company that will not take notice of any registration with telephone preference. A call that will obviously either be ignored, or have the receiver lifted and dropped on them.

So the only conclusion must be that either for malicious joy, or a total inability to see the obvious problem, BT now opts to go from not getting their bill to you, to deliberately cutting you off without warning, apparently as per to their own new procedure. (And what is it about, if they create and stick to their own defective procedure then that is supposed to allow companies to think they're in the clear? And exactly what sort of mental problem does a manager have to suffer from to think this new procedure is even remotely a good idea?) Apparently the feeble excuse is that they don't wish to cut down any more (presumably sustainably grown) trees for use as paper for bills, because they are on the green bandwagon (presumably because Finance see an ability to up BT's bottom line) and I suppose that's something to boast about to the easily impressed.

Well: still waiting for the service we have agreed upon to be restored. Still most annoyed.