BT complaints

andie99uk

I might still end up with my number port, but not until the 10th of march!!!
BT have set up a live line that dosent work, the initial order was missing the number port, I will need an engineer visit to repair a faulty line I have been unable to make a call on.
The BT line (might) be capable of Broadband by Friday of next week (29/2) if I am lucky.
To be fair to the lady from the high level complaints department, she does seem to be trying her hardest to sort this out.
It does seem wrong that I have to complain to the CEO before I have my line put in correctly.
Any further news I will post & let you all know...

andie99uk

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update

Finally got a working line for both phone & broadband on Tuesday 5pm.
still waiting on the number port, but so far the lady from BT has been magnificent.
all I need is the number port & I will be (almost) overjoyed.

DonnyDave

andie99uk wrote: »

Finally got a working line for both phone & broadband on Tuesday 5pm.
still waiting on the number port, but so far the lady from BT has been magnificent.
all I need is the number port & I will be (almost) overjoyed.

When it's all done I would write back and say thanks.

suzywong666

This is a most excellent thread. I have what I would call (but many others wouldn't!) a huge complaint with BT.

I have replied to the customer services team email, but moved them down to the cc line, and made Ben V the main adressee, and had a response within 11 minutes from him, saying "I will ask our high level complaints team to look into this. Ben".

Watch this space...

Heinz

suzywong666 wrote: »

I have replied to the customer services team email, but moved them down to the cc line, and made Ben V the main adressee, and had a response within 11 minutes from him, saying "I will ask our high level complaints team to look into this. Ben".

Regrettably, that (now) appears to be that address's auto-reply - IMHO an unfortunate consequence of misuse of (what was) the CEO's personal email address.

helmyson

I'm new to this so bear with me please.
...got similar gripes to others i've read here. problems with BT customer service: hub phone going belly up then trying to get a replacement - interminable of amounts of time on the phone, getting them to finally (with reluctance) agree to send out a new phone which didn't actually arrive even though they swore it had and so on...resulting in weeks without a hub phone.
Finally received a replacement and it was ok for along while but now the sound quality intermittently nose dives and sounds like you're talking under water. These aspects are all a pain but verry irritating is that subsequently it's been impossible to get a response to complaint letters and e-mails.
...On top of all this, our bill (Option 3 Total Broadband phone+internet etc) hovers around £60 to £70 per month. I'd be really interested to know if this
is the norm because it's killing us. Like i said we can't get any info from BT on the subject!?

Regards
Helmyson

miller

BT produced my bill over a week early according to their online billing system. The DD will go out earlier as a result of this.

Apparently this was due to a "technical error".

Daffodil78

I tried the Ben email and it bounced back as invalid - have checked I typed it in correct and can't see any problem.
Anyone else had this happen or are people still getting their problems resolved this way?

BritBrat

Heinz wrote: »

Regrettably, that (now) appears to be that address's auto-reply - IMHO an unfortunate consequence of misuse of (what was) the CEO's personal email address.

Shame it got abused and others would not listen to us.

Now they will all have to deal with people in India.

henryford

flix.fire wrote: »

The number for BT'S High Level Escalation team is 0808 100 4488 (freephone) or fax 01332 577488.Or you can email [EMAIL="hleteam@bt.com"]hleteam@bt.com[/EMAIL]. They should be able to deal with complaints etc. You could also try [EMAIL="ben.verwayyen@bt.com"]ben.verwayyen@bt.com[/EMAIL] - i got a reply within hours, so it's worth a try! Also, the number for BT complaints is 0800 545458! :rotfl:

I Don't know about the email but i just phoned the High level team ( a department to only deal with directors complaints!) Result! she took all info, told me that she'd get the correct dept with full system access to phone me back V soon and that she'd phone me back herself to check they had phoned! After spending 3 4hour sessions on the phone to india in the last 2 weeks:mad: :mad: she is a breath of fresh air! Thanks to all in this amazing forum thread!!:T