BT complaints

strawberry_blonde

We asked for a BT phone line to be put in thinking it would be a simple process, but boy were we wrong. We rang from our mobile (big mistake) and went through to a trainee who had to keep going off the line to ask advice, eventually, after one hour we thought it was sorted with the installation date arranged for 21/7/08.

Some days later it transpired that they had our address wrong. Another 50 minute mobile call later we discovered we would not be able to have the phone line installed on the day agreed and would have to go through the whole process again to set it up. We instructed the advisor that the original account must be cancelled and deposit recredited, before starting the new account. We were told this had been done, it wasnt. We rang again to someone else who told us " thats all sorted now, original account closed and new date for installation 25/7/08".

We then got call after call from BT advisors (whom we just couldnt understand) and one even managed to comfirm the installation date with the initial address that we told them was wrong.:mad:

Today the man came to fit the line, its in, great you may think!!!!! (not a chance) because today we discovered the initial account was not closed and in fact we now had 3 accounts ongoing:eek: .

We instructed the bank to block the 2 incorrect ones but allow the new 1. We then looked on the internet and found OTELO on: 0800545458 and got through in minutes!!!!! told them all about the the series of !!!! ups and this luvly lady :A sorted it all out really quick, bet it was less than 3 minutes :T.

We truly hope this is the end of this as we too have been driven insane by BT and think there customer service is shocking to say the least.

bristolleedsfan

I had a cold call last week re the above, i explained i rarely make any evening/weekend calls, he said i can put you some info in the post, i said fine.

Today i receive a letter saying that i had joined up to the scheme and was now on a one year contract. :mad:

vriley

I've been trying to get a new line and business broadband installed since March. So far I've had

* People coming when I’m out (twice) without any appointments being made.

* People coming to install the broadband when I’ve got no line.

* Parcels being delivered when I’ve told them I’m out of the country.

* People not turning up when I’ve waited in for them – twice.

* People turning up without appointments being made (again).

* People turning up in the morning when I’ve asked for an afternoon appointment.

Like the rest of the posters in this thread I'm totally fed up of ringing and emailing. There is absolutely no communication between the different departments. So I emailed the CEO Ian Livingston today. The email was read 5 minutes and 53 seconds after I sent it. He replied 2 minutes later.


I've since received 2 phone calls and hopefully the matter will soon be sorted.


I would be interested to hear if anyone has received any compensation from BT for shocking service or for waiting in for them when the don't turn up.


Keep on complaining to them.

Cheers

VRiley

cleverly

Hello Guys,

First post on these forums and i thought i would save it for my trouble with BT.

Here is my lovely time line

21st August 08 - Ordered new phone line for my flat, told it would take 11 working days to install and i would have to put a £50 deposit. After paying the £50 i was then told it would be installed on the 12th. Tried to see if i could get it earlier but had no chance. Got home that night and i was told it has been delayed to the 15th.

Tried complaining and that got me nothing. Still was the 15th.

12th Sept 08 - Had a text off BT saying that there is another delay and Open reach have told them a engineer will be at my flat on 17th Sept between 8am - 1pm. Booked a non paid day off work as i am saving them

17th Sept 08. Waited until 1:20pm and no engineer, phoned BT and the women told me the installation date is today, i explained that i have a text stating it was the 17th but she couldn't confirm that it had been sent and who by. She put me on hold to speak to open reach. Came back and told me the earliest date is now the 23rd! Even though she told me the 18th!

I asked to speak to a manager and was told they are all busy but she assured me that someone would ring me before the end of the day. No phone call.

Phone this morning and got a Indian call center, the man had trouble accessing my account, finally got the details and told me a engineer is arriving today!! Even though i was told the 23rd. Asked to speak to a manager and of course they are all busy. I am told i will get a phone call within 24 hours!! :mad: :mad:

I have just e-mailed Ian Livingston and got a reply with in 5 minutes.

"I am sorry about the problems you have had. I will ask one of our high level service team to look into it and contact you to resolve matters.

Ian Livingston"

Hopefully i will get a phone call soon with someone who knows what they are doing!

Damn you BT!!! :mad: :mad:

welshmountingsheep

I`ve had a problem with switching over from Virgin and need a BT line putting into the house.

1st appointment - cancelled due to a !!!! up with the paperwork at THEIR end. Did the so-and-so`s tell me about the cancellation???? 3 Guesses.

2nd appointment - a no show by them.

So wrote to Mr Livingston this evening; it was a polite letter dripping with sarcasm and irony, and just over 2 hours later had the reply "I am sorry for the problems you have had. I will ask one of our senior service
team to investigate and contact you."

Now, whethert that`s a stock reply or not, I dont know - lets just watch this space.

Mark

welshmountingsheep

Just had a very nice lady on the phone from the Chief Executive`s office and they are really pushing to get things sorted out/installed as soon as possible.

I think it goes to show that you really DO need to bypass the customer service level and complain right to the top.

Mark

welshmountingsheep

Oops - double post

but all the same :beer: :beer:

Mattchew

Do we have to email Ian Livingstone now? I sent an email to Ben Verwaayen earlier... I've been with BT since June, they screwed up my DD and i'm out of pocket £76 in charges and they want £125 for installation and they never ever came in to my house...

"Connecting a new BT line costs £124.99 (incl. VAT). This charge only applies in some cases, but before we can confirm this we need to check your property."

The above quote is taken from their website and I perceive this to be highly ambiguous and as no engineer checked my property I believe that no fee should have been charged.

Lets see what these idiots say. Can't believe British Telecom can have an Indian call centre. I would'nt care if they could do a decent job. Bunch of ammatures!!!!

Bronnie

I am in dispute with BT, (having the usual nightmare) have been sending my correspondence Recorded Delivery, to be on the safe side.
BT denied receiving my last letter posted 1st class on 7th November.
I triumphantly went to the Royal mail website to trace my Recorded Delivery letter to find no such record of delivery exists for any of my letters. When I rang Royal Mail, I was told they don't usually get signatures from big companies like BT, because of their bulk of mail. I told them the BT postcode should be blocked from accepting Recorded Delivery on the computer in the Post Office, as they were taking money for a service they weren't providing.
His only response was sorrry, put in a claim and we'll compensate your £1.08
postage charge with a book of stamps. He suggested the (very expensive) Special Delivery service, as having more chance of being traceable, but he didn't sound very convincing
AAAAARRRGGGHHHH!

Inforapennyinforapound

Helpful advice to victims of BT...........

I too have been made to suffer with their 'Customer Services' due to a disputed bill.There is apparently nowhere to go having made a complaint,except blind alleys.

However,having spent a long time reading all these posts there is some great information,so many thanks to everyone.....

I followed advice and emailed [EMAIL="ian.livingston@bt.com"]ian.livingston@bt.com[/EMAIL] at 6pm Sunday evening and 5 minutes later had a phone call in response from his office....a very understanding lady called Margaret Hornblower.She is going to follow up my problem and it sounds promising...am holding my breath!!

To conclude i suggest in the first instance to send the e.mail..Customer Services are a waste of time.

Just be polite and to the point.Difficult i know because i was pulling hair out....