BT complaints

choille

My sympathies, but it's like poking yourself in the eye with a sharp stick dealing with BT.

Try & keep everything in writing, keep a log & get the name of one person & deal with them only.

It is such a waste of energy having to plough through stuff with them. I had an awful time where they didn't give me a new line when we moved & was without a phone & internet connection for 4 months. I got offered EITHER a bunch of flowers or a box of chocolates.

Don't get me started. I'll have to have a lie down now. It's all coming back............

Guildford

Spent two months trying to get a line. In end took a day off work and called them. Spent 6 hours on phone over 8 hour period (waited 2 hours for a call back promised in 1 hour that never happened). Every person passed me to a more relevant person. The service people said it was a new business problem,the new business said it was a service problem, BT said it was Open Reach (another BT company) and Open Reach said it was BT. You get the idea. Only things I learnt is 1/ none will take a complaint and 2/ if you are van existing customer with a fault you are sent to call centres in Asia and if a new customer with a problem to call centres in Scotland and North West. WORST SERVICE IN MY LIFE AND STILL NOT RESOLVED

poprocks84

Been in new build since april 2013. Initially ordered phone and broadband with SKY. Between april and July 2013 ha engineer no shows and nobody contacting us. Was advise there were faults on the line, no line laid by BT openreach ect, each time was told something different. With no active phone line we moved to try with BT in July 2013. As of today (16th sep 2013) we have had two failed engineer appointments, 3 cancelled orders for broadband and phone line and today BT cannot tell us when this will be done. They now say the engineer checked the phone line and there wasnt one laid to the poperty. Cannot speak to BT openreach. Been advised to check back in october. Nobody willing to take a complaint at BT and 6 months on , no phone line or internet!! I feel like screaming and crying!!!!:mad::mad:

BT_company_representative

Hi Guildford,

I'm sorry to hear about the problems with your BT service, please use the contact details found in my profile to send me your details and I'll be happy to help you get this sorted.

Thanks

Neil

BT_company_representative

Hi poprocks84

Please use the contact info in my profile to send in your order details and we'll be happy to look into this for you.

Thanks

Neil

KellyBear

I have been a BT phone line customer on and off now for 5 years and have recently moved house, had a brand new phone line installed by BT and taken their Infinity broadband.

The whole process so far has been littered with problems.

First of all, I booked a day off work to be in when they came to install both line and Infinity. This was on Friday 6th September.

After spending around 3 hours at my property, the 2 engineers informed us that they were unable to complete the job as there was a problem at the Exchange and we will need to wait for another engineer.

Luckily, a 3rd engineer came the following day. He visited the Exchange but when returning to the property he noticed that the 1st set of engineers hadn't installed the correct faceplate for Infinity Broadband or left us with the modem (we had the hub) we needed to get up and running. This engineer said he didn't have a modem on his van and several hours later he returns with a 4th engineer who had the equipment we needed.

How many BT engineers does it take to install broadband? 4 is your answer.

Since then our broadband has been up and running fine. Meanwhile I have repeatedly been receiving calls from a foreign call centre saying I need to book an engineer to visit to INSTALL my broadband. Every single time I tell them it has been done and working fine. I emphasis install as what they should have said is they need someone to come out to sign the job off as complete as the incapable engineers didn't do this and unless I allow them to waste money sending another engineer they will cut off the broadband.

That is what happened on Thursday 19th September - the date our broadband provider cut our service off due to their own communication issues.

On Friday 20th September both I and my partner spoke to a BT on separate occasions. Infact BT phoned me to again, arrange an appointment for an engineer to install the broadband. I explained that it is installed, has been working but actually it has now stopped.

This is when it all became clear what a mess up. BT had made. When the customer service representative offered me an appointment to resolve this, it was in mid October. For a start I had taken a day off the first time (having waited 3 weeks for it to be installed), then on top of that spent a whole Saturday sat in whilst 2 more engineers resolved the initial issue, I am not having more time off work as this is 100% BT's problem and needs to be fixed on my terms.

After my partner spoke to BT they have agreed to come out next Saturday 28th September. So that's a 3rd day spent waiting in for BT.

So I ask again, how many BT engineers does it take to install broadband? 5!!!! What a complete shambles!

This leaves us without internet for 10 days and we have now both had to purchase extra data for our iPhones costing £30.

I am now looking at cancelling my BT service completely and switching to another provider, I feel completely bemused by the lack of skill and communication in a communications provider.

Is there a direct email address I can contact someone on?

BT_company_representative

Hi KellyBear

Send an email using the contact us information in my public profile, I can have this investigated and have someone pick this up until resolution for you.

Thanks

Stuart

Fedupandstressed

I have two outstanding complaints
COMPLAINT NUMBER: VOL01281558716 - 5 working days to get back to me
Vision complaint : VOL01281684378839 - 14 working days to get back to me
After reading all the threads, I am so sorry to have chosen BT. I am very interested to see what is going to happen. I have been on Twitter and to various departments. And have even cancelled my DD, to which my recent letter, was pay up or we will cut off your service.

Well...

After ordering my BT service online, and even having a written transcript saying with me saying that I watch Sky Living, they sold me a package that doesn't have that channel. Now they say that the online order team are different than the phone team and it may not have the same weight when dealing with a mis sold product.

Not sure how that can be, seeing as though I spent the same amount of money as someone ordering by telephone.

Anyway, im not going into the whole story because I am so stressed out by it. Can someone look into the progress of my complaints and see if this is being dealt with?

I guess BT hasn't guess that I have been a Business Customer as well for the past 2.5 years. Treated much better that end I must say! What a shame... Looks like they might lose me there too if this is not resolved to a satisfactory end.

Shouldn't be this way.

Surrey_5

BT victim would be grateful for advice about how best to follow up on non-delivery of broadband service.

In short:
1. BT failed to advise us they had cancelled engineer's visit - that wasted half a day's leave.
2. A week later engineer came, but broadband has not worked since.
3. Initially they said it was a problem in the area which would take five days to fix.
4. After this deadline passed, they then said we would have to wait another week until an engineer could come.

At every step of the way we have been on the phone for ages. Staff are either unable to help (Indian call centres) or hostile (Liverpool - I assume).

We don't want to have anything more to do with this company, but they say that we must pay £400 to disconnect.

In weaker moments I think it would be worth paying £400 to sever our ties with BT but then common sense prevails, and I am not going to pay for a service that hasn't yet been delivered.

Does anyone know whether the existence of Ofcom means we cannot resort to small claims for telecoms problems? I have made screen grabs of the BT service page for our account which shows that from the day before the engineer called broadband wasn't available in our area , so feel I am on solid ground evidence-wise.

Any advice will be gratefully received.

SEGGA1986

Since October 2013 we have had issues with our broadband, We have had numerous calls to bt about not receiving any broadband or very little with lots of drop outs whilst watching on demand movies which becomes very distressing to my children when we have paid for movies.


When calling bt we have spent at times up to an hour and half trying to sort out the problems only to be passed from pillow to post,Paid for the service of having broadband but haven't had a full month of not having to report an issue.


Finally got a call back to say it has been escalated to level 2 (this week 6 month after original fault was reported) and the problem which is on THEIR side will be rectified and someone will call us back to update us,3 days on no call so husband spent 1 hour and 45 mins on phone to them only for them to say this fault hasn't been sorted and the compensation they will offer is £31 #SHOCKING


We have lost all faith in BT and as soon as our contract comes to an end will not be staying with them, I am very upset by the service and all you receive from advisors on the phone is Sorry well it doesn't cut it when you spend every week on the phone reporting the same fault over and over again :mad: