BT complaints

BT_company_representative

Hi patrickq1

If you check out my profile section you will find my contact details, if you send me over your daughter�s details I will look into this.

Regards David

alanwan

Just thought I'd post here to tell everyone what awful service BT have in treating its customers like trash trying to not deal with them if possible.

The problem has been that we recently got burgled and had to assess the property and found our neighbour has sawn off half our gutter to replace a new one on their side without consulting us first. But, the main issue being that they'd had a BT line run all across our property so it can service THEIR property and they hadn't gained permission to do so. The issue is that the neighbour nextdoor is a landlord so doesn't live there and the letting agents won't let us contact him and they won't respond to this matter at all so they making us feel rather hopeless and lost.

Then we phoned BT and finally got a order placed to remove the BT line after a few months and numerous phone calls but now BT phoned us to say BT will have us foot the bill of £150 to remove a line THEY installed there in the first place without our permission. Hence the phone calls began...

I spent the past 2 hours being transferred from department to department - each time the adviser complaining back to me and telling me off for phoning the wrong department even though I was given the number by a previous department phoned - each department would say they can't deal with my complaint and give me another number.

Finally, the fifth time I phoned the OpenReach line they said they'd send ''another'' surveyor out and still won't deal with my complaint. I think service like this from a big company is just disgraceful and they expect the victims to pay for a fault BT caused and should be rectifying themselves! I'm just fuming at how appalling BT treats its customers right now and would change my BT lines to another service provider now if I could!

Heinz

Welcome to the DS forums.

Duplicate posts are frowned upon here. You have started a new thread. Please delete the above post.

https://forums.moneysavingexpert.com/discussion/3432939

dadooronronrondadooronron

Hello - I dont know if anyone can help/advise. I have been getting on top of bills over last year and doing really well. I have fully paid couple of small bills and paying steady amounts each month off all others. Unfortunatly in August there was an error in my pay and I jsut got basic wage and didnt get my regular overtime/bonus pay. I was then supposed to get this week later and have now been told will be processed with September pay. As soon as I became aware of this last wk in august i notified all those due to receive paymrents and offered to make token payment with full resumption of payments in Sept (including missed Aug payments).

Everybody - electric/gas/credit cards have understood. I paid full mortgage as didnt want to rock the boat there and needed to keep money aside for feeding children and getting kitted out for school. THe only company I am having problems with is BT. My partner initally phoned them and then I have been sending & receiving emails this past week. I have offered to pay the amount of direct debit I had to cancel but they either want twice that amount immediately or 4 times that amount - depending on which email I read - although email today gives 2 different amounts in one paragraph - which is impressive! They acknowledge that I have only missed one payment but keep stating that the generated system now issues new bill and this is the new amount. It is like somebody forgetting to pay their paper bill one week and the next week going into newsagent to be told that they have to pay for the following month as well!

They have also mentioned impending restrictions on phone - although havent actually said what that means/when that would happen. I have explained that I need phone (dont really care about BT vision/Broadband) as I am waiting for operation date and could be contacted by phone for a short notice op (they were not interested). I have mobile but signal where live is very erratic.

I have responded again and offered to pay amount of missing direct debit -and to set up direct debit again for Sept - but they are refusing this and stating they want more (double or 4 times as stated before) and I am at end of my tether.

Can anybody advise where to go from here? In one email they mentioned restrictions being applied on 9th Sept - so havent got much time to resolve this.

I have been with BT for years (clearly too long) and have phone broadband and BT vision. The broadband is poor and BT vision doesnt always work. Once I have had my surgery I going to spend some time looking elsewhere (although think I may have foolishly signed up for 18months the last time the Broadband was due to end) - but need to get this payment concern resolved right now.

I even asked the person on the email to refer to a manager which she duly did. However the manager replied in a very brusque manner and it was she who quoted two completely different amounts which need to be paid immediately - didnt inspire me with confidence.

ANy help? Who can I complain to? Thanks

choille

Juat got a bill from BT that is £150 more than normal. With their advice I changed my option package as I was told that I was paying for stuff I was not receiving - down loading films music etc - which I don't do.
I was told that I would have to stop going through another call provider, but I would still work out much cheaper.

I feel ill.
I've spent a long time on the phone to India & the guy was very arrogant & almost laughing & told me that if I would of paid another £14 I would have had no call charges. I am pig sick. This man told me that I have been emailed by BT to tell me that I would be better off on another package. I have never received an email from BT. He said he had proof.
I cannot believe this.
I have been scammed, lied to & conned. I'm not paying this bill.
I'm going to trading standards if I don't start getting some sensible answers - this is a complete con & disgrace.

BT_company_representative

Hi choille

If you check out my profile section you will find my contact details, if you send over your details I will look into this for you.

Regards David

karenklb

Hello,
I have been a customer with BT for many many years but have now become very dissatisfied with the service you are providing.
I have spoken to numerous people in the BT team to try and resolve this but the situation just gets worse and worse so I am just about ready to cancel with BT and sign up with another provider.

I have recently moved house, i called before we moved to give them notice and I was told that I would have to wait 3 weeks from then until they were able to send someone to connect us. This meant we have spent a fortune on using mobiles and have had to purchase dongles for the internet. On the day of the appointment I had to take a day off work to sit in 9-1 waiting for BT. I spent the day sat at the front of the house looking out of the window waiting for BT. . . but no show! I contacted BT who told me that they had been but nobody was in.. .. . what a load of rubbish! Nobody turned up! They then said they had noted we had a brown door - well yes we have, but still no show, so i wondered if they had gone to the old address (also with a brown door) but the member of staff on the team claimed they were unable to check the address they were sent to - surely this is on their system? So i suspect they were covering themselves after finding that they had infact sent them to the wrong address! Any way, this doesnt solve the problem with still no internet and phone line from you. We were then told that they could rearrange the visit . . . for the 6th October!!!! Another 3 weeks with no internet and phone. This is riddiculous! This is their mess up and we are the ones paying for it. The member of staff then told us that the job had actually been given out ot contractors and that actually they have had this problem with them before, I am not impressed! If this is the case why are they using the contractors again???
I have always been happy with BT but tonight has just gone from bad to worse and I have contacted another provider to find out about swapping. They have said they can get us set up and running by Tuesday 20th September, I contacted BT, giving them the chance to prove BT to be the reliable service providers it makes out to be, but no response. I dont know what else to do other can cancel and go with the other provider, they are keen to gain a customer and were willing to fast track us to beat the appauling service BT have provided me with on this occassion!

Heinz

Saying, "We can do it faster" when they have no direct control over the engineers' timetable is easy but it'll be the same people - BT Openreach - doing the work whoever you ask.

gypsymoth

I have a complaint about my entire BT package and want to send a letter via email - anyone have the best address? Thanks

BT_company_representative

Hi Karenklb,

I understand moving can be stressful enough as is, and I am sorry if the engineer not turning up has added to this.

I would like to take a look at your order to see what has gone wrong. Please can you send me in your details using http://bt.custhelp.com/app/contact_email/c/4950



Hi Gypsymoth,

If you send in your details using that link above I'll be happy to take a look at your complaint for you.

Thanks

Paddy