BT complaints

ewag1976

I got phonecall today- sorry sory- you will get an UPDATE- 7.11
this company is a JOKE

JLS1901

Still no phone or internet running round and round in circles!! Still waiting for the engineers to carry out works to the line, next update 1st of Novemeber. It's a joke!

munno1059

Well where to start on BT.

I have had so many issues with there Broadband and complaints i would be here all day telling you.

The latest development has just pushed me over the edge. My broadband has been dropping out this effects Vison so thats a waste of money. technical support keep raising faults on my account and well its doesnt get resolved. i have spoken to supervisors and managers and i get the usual scripted indian call centre rubbish.

I want to Complain not have another line test done or have an engineer visit i have had 3 already. i asked for it to be escalated so many times to the HLC but nothing. Latest call supervisor told me he would look into it, to which i was like no i want to speak to a member of the UK based HLC team, he seemed confused and then started going on about engineers call and visit. Will someone in BT please HELP me before i start Legal Action against you.

BT_company_representative

Hi munno1059,

Welcome to MSE.

I can get this fault checked out for you. If you want get in touch via our "Contact us" link on my profile page, and we'll get back to you.

Thanks,

Stephanie

alanwan

BT has run a cable along our property without our permission and insist we pay £200 to have it removed even though no wayleave or permission was granted by us. 3 months down the line and they still insist we pay to remove something when it is a fault of BT not ours?? Is this how BT makes money from people??

Mark_In_Hampshire

theloft wrote: »

I remember when BT was OK to contact, but am seriously looking at other options for my line rental and calls now. This customer service disease has spread through all large companies. Any recommendations anyone ???

Try the small companies who have more to lose, and so correspondingly offer better service.

IDNET, Zen, BE, Plusnet (although bear in mind Plusnet are owned by BT) spring to mind.

Conversely O2 seem to fare reasonably well, at least, they don't pop up on here anywhere near as often as the other big companies. But then they don't have as many line rental customers.

johnhutton

Hi all. Hope you can help.

I've recently (in early October) ordered a BT phone line and broadband package. All fine, of course, in terms of getting the order in and paying upfront for line rental, etc etc. I get an appointment set up for November the 4th. All fine.

The 4th rolls around, my router arrives as expected, the engineer arrives as expected. All fine.

Problem. After an hour of poking around in my phone sockets, and time spent examining the junction box outside, I'm told that the engineer is not trained to handle the rest of the process. Apparently there is signal from the junction box to the sockets but no cable between the exchange and the junction box. Odd, seeing as previous tenants in the same property had a BT land line, but there we go. The engineer departs, but only after assuring me that a fellow engineer would come on the Saturday (5th November) and the issue would be resolved.

Saturday comes, I call BT to see if I can get a rough time of arrival. I'm now told that the engineer should not have told me anyone else was coming, because they weren't going to. Instead, I'm told that the issue will be resolved on Monday morning, i.e today. I point out that I've already taken the Friday off work and that taking time on Monday is not possible. The lady I talked to said fine, not a problem, the engineer wouldn't need access as it was external work. She assures me once again that the line would be installed and activated today, Monday the 5th. I, stupidly, don't get her name. Oh well, I take it on trust that this will all be fine.

8am this morning, I get a call from a call centre to confirm my appointment for an engineer to come on the 28th of November. I try to express my irritation to the call centre worker - in a calm, polite fashion - but no, the appointment is on the 28th and there's no conversation to be had about it.

I call back on the number I'd used previously (0800 800150) and get through only to be told once again that someone would come on the 28th.

I'm extremely narked by now, but once again I'm polite and calm. Obviously nothing will be done by shouting. However, by the time I put my phone down again I'm thinking seriously about cancelling my BT account altogether.

So, my questions are thus:

1) Can anyone provide a direct email address for anyone high up enough to take notice of the issue and maybe even try to resolve it? I've paid upfront for a service I'm not getting and that's not on. I've also been fobbed off by the engineer and twice by customer services and I would like to register my issues about that.

Failing that, 2) how does one go about cancelling a bt account before activation and will they issue a full refund?

3) What alternative land-line & broadband providers are there out there who don't require a BT line? Not much point in changing over if I'm going to run into the same issue getting a line installed.

Thanks very much,

John

BT_company_representative

Hi

I have just seen your post and would like to look into the issue that you are having, if you check out my profile section you will find my contact details.

Regards David

Idiophreak

johnhutton wrote: »

I'm extremely narked by now, but once again I'm polite and calm. Obviously nothing will be done by shouting. However, by the time I put my phone down again I'm thinking seriously about cancelling my BT account altogether.

The best thing you can do. BT will continue to mess you around. Odds on they won't even turn up on the 28th. Most likely, when you do finally get the thing installed they'll overcharge you, or break your line at random (and charge you to "repair" it), or do one of the hundreds of other things you don't need to go further than this thread to read about.

Have a look and see if there's cable in your area. Cannot possibly be worse than BT.

Princess2011_2

Omg so angry with bt the want £1000 and disconnected us and now getting harrassed by debt collectors , we are still waiting to be connected 6 months of waiting and now this !!!