BT complaints

Mytheroo

Your enquiry reference number: 110705-003911

Thanks David/BT

Chr15_2

We have had an ongoing issue with a noisy line since we moved in in 2003. I originally suggested that as it came and went with harsh weather such as heavy rain then it seemed like water on the lines. After several visits, generally being scoffed at, and no real improvements we have generally relied on our mobiles as haven't been bothered to spend an hour each time on the phone. Trouble is this is now having a drastic effect on our broadband, giving dial up speeds at best, which of course I am also paying for!

I reported a fault several weeks ago and had an engineer turn up the next day, impressive, and something I have tried to do several times over the years of complaing. He came out and listened to me, suggested water on the line was unlikely and yet possible. He came back an hour later and told he had housed the problem to a box in the road which was waterlogged and would ask for the outside repair team to come out, enlarge the box and sort the lin out.

To cut a long story short, my original fault was closed as fixed with no contact but marked up that I was happy, when it/I wasnt. I have spent seveal hours on the phone to staff and am so far waiting for several Supervisors to call me back to discuss this, one of which was appalled that noone had called me and assured me she would on Monday. Surprise, surprise no call as yet. One member of the call centre staff even created another fault and sent out an engineer when we didnt know about, to examine a ficticious fault!!

To add insult to injury a contractor dropped of a load of sub base and tarmac yesterday down the road at a box and as not been touched.

I have made several requests for the complaints team to make contact but nothing. All I want is what I am paying for to work properly and be able to use my broadband. I am seriuosly looking at dealing with Otello and Watchdog as I have had enough. I know also that we are not the only ones in our street to be having thsi issue but noone seems to read any notes or link problems together.

Can you help BT Representative?

Why do so many people give empty reassurances and promise of resolving the issue?

Chr15_2

I have spoken with Ofcom today and emailed BT as can't seem to PM the BT company representative, so will hopefully hear something soon, not holding my breath though!

BT_company_representative

Hi Chr15

Yes no problem I can look into this and see what I can do, if you check out my profile section you will find my contact info, send over your details and I will take a look into it.

Regards David

Petra100

We have had ongoing BT problem's from January this year with broadband/phone connection cutting off, etc for days. All external faults! Finally in April after yet another engineer visit a re-wire connection was made from our home to the BT box down the street. This was a success. Then low and behold we lost our phone connection on 01st May, we called tech support and an engineer call out could only be set for 4th May. For 4 days we had no phone connection. We were constantly liaising with Delhi tech team who advised us it was an external problem (BT fault) but nothing happened for those 4 days. On 4th May 1400pm we finally got our phone line back on, the engineer came out 2 hours later and we asked him to put in his report that the problem had just been fixed. He did a few tests to make sure all was good and left...
I received a £130 call out charge in my bill this month relating to the 4th May engineer call out, and after many calls (transferred to Delhi) I was told by customer services that I had wasted the engineers time by not cancelling him once I knew the fault was fixed which is why the charged had been billed. I found this hard to believe. The fault was logged, dates, times etc and it was down as another BT external fault.
I found the customer service staff (Delhi) most unhelpful. I was told 3 times that staff from billing and complaints would call me back but they didn't... I will be taking this further as I would not want any other longstanding bt customer to be treated the way I have. I will then be looking a move to another provider. Another lost customer BT. Please look at your policies and staff training

Chr15_2

BT_company_representative wrote: »

Hi Chr15

Yes no problem I can look into this and see what I can do, if you check out my profile section you will find my contact info, send over your details and I will take a look into it.

Regards David

Sorry to be thick but can I do that direct? I tried to PM you but can't, I copied and pasted the link and e-mailed earlier. I had a call from someone called Colin in NI who told me they were outside until 6pm doing the ducting. I looked outside a while ago and all the gone off tarmac etc is still there, no signs of recent work and no sign anywhwew nearby of work personnel.

My reference to the email I sent is 110706-003887. If you can tell me how to contact you direct I would greatly appreciate discussing this.

Chr15_2

quote:
I found the customer service staff (Delhi) most unhelpful. I was told 3 times that staff from billing and complaints would call me back but they didn't..

I have had the same promises....

Petra100

Having complained via the online form on the BT website 2 days ago. I received a call today from BT UK with an appology re all of the above and a refund of the £130 engineer fee. I definitely shouldn't have been charged this as my details showed all external faults. They are also sending out free of charge an accelerator to help with my broadband speed.
I was also reassured they will look into their complaints procedures and their Indian call centre customer service dept.
I do agree with cooler, I don't think Delhi call centre staff may have enough authorisation for refunds etc, even though the customer is in the right. They are resulting in fobbing people off instead..

jinnywren

BT Company Reprentative
Wonder could you help me. Query number 110709-006514.
Elderly Mum's phoneline crackling. Tried another handset but made no difference.
Who do we contact, she cannot afford to pay callout charges if they claim there isn't a fault.
Thanks

Chr15_2

I'll give him his due the guy in NI that has promised he will call always has done. However I was told that the matter would be resolved by today at the latest and yet noone is here working on the lines. My internet is down to 0.13mbps and the phone line still virtually un usable.