BT complaints

foxyboo

Looking for some HELP

I was recently in hospital for a while came out and discovered I couldn’t make outgoing calls from my BT landline I checked and found I hadn’t paid the bill, three weeks late on a quarterly bill


So I rang them and explained and was told that if I paid the amount in full my service would be fully restored within 24 hours I questioned this and the supervisor also assured me within 24 hours it would all be back fully functional.
That if I paid via direct debt on the automated service I need take no further action. I was then put through the automated payment department and my payment went through 24 hours came and my Broadband connection (not with BT) died on me I rang BT and got told there was a fault and they couldn’t access my details sure it would be back soon to call back. So I did to be told that my account had been terminated due to non payment.( My line is still buzzing its not dead?)
Ive been told that I am cut off fully from the end of next week that they can’t stop it or simply lift the block on it and put my service back on I have to wait for a final bill pay that, then wait for that to go through then they can order me a new line , which I guess will be a new number which means my BB still won’t work and I’ll have to wait ten days for that to start up
Surly that can’t be right? I am paying for a phone service I am not getting and a BB connection I can’t use
And Final bill? they owe me money I’ve paid for something they aren’t giving me!


Additional information
Someone tried to sell me a package that included BT BB too and said it would be on in 24 hours so I asked to speak to a supervisor and he told me in broken English he could do nothing that my line had be cut off the day I settled the bill “sorry unfortunate but you were told that when you paid..I said why on earth would I pay it then?” he just said sorry again and that no one in BT can help me Once the system is in place it cannot be undone to just wait for my final bill and pay that then they will get me a new line…



I am angry I need a landline for BB and for medical emergencies that may occur due to my illness



I am lost without my BB someone please help me


I've emailed the BT.com Help page from the link i found on here



I am ive paid the bill...but have no service and I am paying for BB i cant use its not fair how can they not let me have the service i have paid in advance for?
there were no reminders of notices of restriction of BT service my doormat either :mad::(
HELLLPPPPPPPPPP

JessieMG84

I have resubmitted the form and have taken note of the reference no. Please let me know ASAP if you do not get it.

BT_company_representative

Hi Froxyboo,

I would like to take a look at your account to see what is going on. Please can your send me your details using the link found in my profile?

Once I have that information I will look into this and reply to you directly.

Thanks

Paddy

ruthiebabie_2

Hi BT Company rep

My fault has been re-logged as the ones I already had logged with BT have now both been closed without resolution! I also have a copy of the text of this complaint if you require. I just want this Homehub out of my house and putting back to the service I was on before I ever received it.

Your enquiry reference number: 110627-009722

Thanks in advance for any help you can provide.

foxyboo

BT_company_representative wrote: »

Hi Froxyboo,

I would like to take a look at your account to see what is going on. Please can your send me your details using the link found in my profile?

Once I have that information I will look into this and reply to you directly.

Thanks

Paddy

Hi
I put all my details account number ect. on the on-line form from your link , I cant redo it because i am getting this error
;-Due to essential maintenance work this section of the site is not currently available.

HELP me please..I have paid my bill there's no dispute about that BT is just being unreasonable and unhelpful how is one supposed to pay a bill if you are ill in hospital

I said to them on the phone that if something happens to me because I cant get help because I have no phone it'll be on BT's head i got a "I am very sorry...but "

Mytheroo

Hi BT company representative, I hope you can help me. I am writing on behalf of my disabled friend who I help with this type of thing. At her old address she was a customer for over 10 years, but changed to Sky-all_in_one package Jan 2010. On 7th Feb 2011 she moved house, the new house had a software-disconnected BT line, and she phoned and ordered a phone+broadband package from BT. This was scheduled to go live on the 18th Feb, and on that day she received a text saying her broadband was connected AT HER OLD ADDRESS! Anyway, initially she re-ordered for the new address but was also considering another provider. She asked when she needed to cancel by and was told a time that day or the next. She cancelled before this deadline for broadband, and engaged a new provider. This broadband went live on the Opal network on 8th March and the phoneline was taken over at that time aswell (this has been confirmed by BT and the new provider). Since then she has had repeated bills for various amounts, charging for line rental in May, charging for broadband, and charging for a homehub which she never received and presume was sent to the old address where the (only) broadband was installed. After four different carers and the representative from the new broadband company spending over 15 hours on the phone to India, and after repeated promises of a final bill of £0.00, she got another bill of £56.30, charging for a homehub and two late payment charges (she has never owed any money to BT that hasn't been disputed and agreed to be refunded by India). Yesterday I spent another hour as yet another "manager" listened to the story and looked at various things (fingernails?), and expalained that even though the previous CS manager had agreed to refund those charges and send a final bill of £0.00, some other department decided to block that refund! I have references for each of the refunds. So, this new guy decided he needed to talk to some dept. about the address that router was sent to, and claimed no knowledge of the old address the broadband was installed at (we still have the text which is why the previous manager decided to do the full refund - though I guess he was not authorised to do this only being the CUSTOMER SERVICES MANAGER who job obviously includes deciding on WHAT TO REFUND!). Anyway, I said if he's putting me on hold and I get cut off (had happened twice already that day and numerous times in the past) that he must ring me back (he had rung me back already that day so no excuse). So, after being on hold for 10 mins the line goes dead....no call back... and now I am here :-) This is our last port of call before taking legal action, I hope you can help this dire situation of harassment of a vunerable, disabled member of our society. Cheers, Mytheroo

foxyboo

I have resubmitted my details to the online from from the link on your profile.
thanks in advance please restore my faith in human nature. and sort the mess out for me

foxyboo

foxyboo wrote: »

I have resubmitted my details to the online from from the link on your profile.
thanks in advance please restore my faith in human nature. and sort the mess out for me

Two hours on the phone mobile they called me (now waiting for them to ring me back in 5 minutes, 30 minutes ago) and now in an even bigger mess - they have now found an amount they say is mine which needs paying? (they cant explain what it is for) and they want a deposit on top of that, before they will restore/reorder my line?

I am shaking and feel very ill

Are they trying to kill their customers off with stress related illnesses?
I have paid my bill I would just like the service I have paid for

I am Sorry for the rant I know no one cares least of all BT...... great way to treat a disabled and sick customer.

BT_company_representative

Hi foxyboo

I cant seem to locate the details that you sent in to us, could you please try sending them again or if possible could you PM me any reference number you would have got when you sent your e-mail

BT_company_representative

Hi Mytheroo

If you check out my profile section you will find my contact details, if you send over the details I will gladly look into this for you and your friend and get things sorted out.

Regards David