BT complaints

HopingForTomorrow

Just want to share my current woes and sheer frustration trying to get hold of, and get any resolution from BT.

We moved to a new house start of July. Decided to go for BT Infinity, Calls and TV as opposed to Sky who we used at our last place. Order went fine, installation and delivery of hub/Youview box all when it should have been. So far, so good.

However since installation we've had constant problems with the BB dropping out, numerous times a day. It makes no difference if connected by wifi or ethernet. BT raised a fault.

We were scheduled to have an engineer appointment on 23 July, no-one from Openreach turned up. Over the last week I've been on the phone to BT and had to wait on hold for 35 minutes, 45 minutes, and finally 1hr 5 minutes to speak to anyone. :mad:

I tried the online chat, but guess what, the BB keeps dropping out so I lose the connection! Anyway, after the final call, another engineer visit was booked for this morning 0800 - 1300 and again no-one has turned up! This doesn't appear to be uncommon reading other threads but I'm totally fed up of this now. All I want is to be able to speak to someone who can take some action, and get the Broadband working!

setay

no longer works

Natef15her

I cannot believe the treatment I gave had from BT since signing up to them.

My services of TV, Broadband and phone line were all supposed to start on the 5th of September after placing an order on line around the 26th of August.

On the 5th I received all the txts and emails confirming that these services were ready to use and therefore started to set up. This is where my problems began.

I have not any broadband since this date, after 4-5 calls and numerous emails and complaints to them!
I won't go into it all but on all occasions I have been told something different and someone else would contact me to resolve the issue. It has not been and I never receive any phone calls!

I find all of this completely unacceptable and it is not filling me with confidence in BT or their services as a new customer.
If this isn't resolved by the end of the week I will be raising an official complaint with Ombudsman Services

BT_company_representative

Hi Natef15her,

That's not good at all, I'm sorry your broadband isn't working. If you need any help getting this sorted please use the contact link to send me over your details. You can find the link by clicking on my username.

Thanks
Neil

Natef15her

Hi Neil (BT company representative)

I would definitely like you to look into it please as I once again have been postponed and told more lies from BT today and I am still no clearer to a resolution!

Unfortunately I cannot get the link on your contacts page to work, all I get is an error message and the page doesn't load.

Is there another way I can contact you as I need something sorted soon. The last call I had from BT I was hung up on once I asked to speak to a manager.

Regards

BT_company_representative

Hi Natef15her,

Sorry you're having problems with the contact link. Can you try again with the one in my profile.

Cheers

David

fedupconsumer

Natef15her wrote: »

If this isn't resolved by the end of the week I will be raising an official complaint with Ombudsman Services

It's actually not that simple you have to give BT 8 weeks to resolve it after which a deadlock letter must be sent. Then you can go to the OS that's if they will even send you it in the first place. If after 8 weeks they still have not resolved the fault or not given you the deadlock letter then you still can instigate a complaint. Good luck your going to need it with BT.

johnbhoy10

One week of Infinity and tv package and i'm starting to like Sky again! I assumed that after 14 months of Sky Fibre without any bother (maybe once at most and sorted pronto) that i would get infinity without any trouble. LOL. How wrong was i???

I'll cut to the chase. Can the reps please answer the following if possible-

1) when i booked order for infinity speed test estimated between
18-24meg which i thought was fair enough as Sky was about 20meg.
I'm doing speed tests (when i can get online) using BT speed test
and another using 3rd party and getting some pretty low speeds. Is
there a minimum speed where it can drop below before i have a
legitimate complaint??? Also, does infinity have a minimum speed??

2) 'Stabilisation period'- i've been told on the phone it is 3,5,7 and 15
days?? Do you know the answer to this multiple choice question??

One week in and i don't even bother with the technical helpline anymore.
Straight through to cancellations for me now just to add notes every time i have a problem. It's a wee bit quicker than the 25/30 mins hold for the tech guys. Already had two of the cancellations team telling me that i would be well within my rights to cancel at no charge as i'm not getting a service at all sometimes. Apparently my account is now red (because i've phoned in lots) and am now on level 2 care team.

'Dad why can't i watch disney?'
'Because darling, today, for the first time, BT are now saying there's a network fault which will be resolved in 24/48 hours. Now go away and ask me later and i'll have another answer for you.'

If you don't laugh you WILL cry with this lot! LOTS.

An absolute joke so far!

lex2014

Unfortunately, after many years I signed up for an 18 month BT Infinity fibre broadband account at the end of last year.
Like other BT customers - I have experienced an inferior voice service with interference on the line.
The focus of the BT adviser at the time was to avoid the call-out of a BT engineer, highlighting the potential to be charged where a handset fault opposed to a BT line fault is identified.
Hint that there had been no improvement in customer service.

Approximately 3 weeks ago, I informed BT that I would be moving house. They placed an order to activate the service at my new property on 14th November.

I was notifed by sms that the order had been cancelled, as well as the current occupier of my new property. BT had tried to activate the service in advance.
BT however confirmed by telephone and sms that the order was still in progress. On 8th November a BT representative made contact. By 10th November - I was completely confused - having had multiple conversations throughout the day with BT advisers providing conflicting information.
During the conversations, the calls were disconnected. Most advisers called back - but not all. The 8 BT reps adopted the same approach, of transferring my call to another department.
I attempted to raise a complaint, but on requesting to do so, was provided with an 0845 version of the 0800 800150 customer service number: 0845 6006156 - despite asking for a freephone number. I was informed that there wasn't one. Both these numbers result in the same menu options - with nothing in relation to 'complaints'.

So after spending half the day on the phone to BT, when I should have been working from home, I was none the wiser.
In sheer frustration I emailed Gavin Patterson (gavin.e.patterson@bt.com), the CEO.

Best approach - as I shortly received communication from a member of his executive team, who informed me that I either accept an inferior service: copper broadband for an indefinite period (as fibre was not yet available at the new location), a service that I had not signed up for, or pay to terminate my contract.
Fortunately - he also informed me that once they activated my service at my new address, I would be tied in for a further 18 months - something that I was unaware of.

He highlighted that I would pay for the outstanding contract, a £30 cessation fee + £65 for a used hub (of almost one year).

Therefore, I either move with BT and accept their breach of contract through the provision of an inferior service, or I pay them because they are unable to provide the service that they are contracted to administer

I opted to terminate and escalate to the ombudsman and submit an online complaint. BT use the 'communications' ombusman

littleboo

It isn't BT that's breaching the contract, it's you. You entered in to a contract for a service at your address for a given period, you are the the one asking to terminate the service ahead of the contract term.