Best way to complain to BT?

Chippychap

Last Friday, July 2nd, an Openreach engineer responded to my complaint about B/B keep dropping.
The PC and home Hub are upstairs and at the end of the visit he said, I'll just go up and test the connection.
I waited downstairs as he hadn't said he needed any help.
After nearly fifteen minutes I had to go out for a short while, no problem as my wife was also in the house.
After 30 minutes I returned and went upstairs to use the PC.
It had been turned off before the visit, AND as I thought, during the visit.
It was on the BIOS page when I got there, somewhere I never go. I know about my internal organs but really don't EVER wish to see 'em.
After backing out of the bios the PC would not reboot. ALSO the external hard drive next to my monitor was no longer lit up.
From twenty minutes after the engineer left I have been trying to inform BT that I wished to make a complaint.
They keep telling me that the engineer does not touch PC's, which is what I assumed.
I told them that he had also unplugged the microwave and left it unplugged, he obviously needed to plug something in. This plug is next to the socket for the PC/external hard drive.
I then got a return call from BT saying, "Why would our engineer break your microwave"?
On that day I spoke to someone in “Complaint Management” department.
We were promised an engineer to come to see us on Sunday.
Sunday morning the same engineer phoned and just said, "So it's not working at all"? We told him we did not wish to talk to him or see him again.
A later phone call told us that we would then have to wait until Wednesday.
It is now Wednesday 7th July. The engineer came and just said, "I hear you are having problems with your B/B dropping"
He knew nothing about the broken PC.
He couldn't refer my complaint, he couldn't pas me onto anyone pertinent.
I am now on a borrowed machine, behind me is my goosed PC and hardrive. ALL my back up data and stuff are in a knackered H/D, years and years and years worth of stuff gone.
The instructions for the Iomega Desktop Hard Drive basically say, "if it's running do NOT unplug"
BT, after at least a dozen calls of complaint STILL do not even acknowledge there is a problem.
Since then I posted my complaint on a forum that purports to deal with BT complaints.


http://community.bt.com/t5/BB-in-Home/Why-won-t-BT-let-me-complain/td-p/27004


All very smiley but, despite all their, I’ll contact you stuff, NOTHING has happened.



I feel that I am being dealt with in an underhand and sinister way. They are totally blocking any contact I try to make. I can hear their hatches being battenned down.

How may I move forward with this matter?

BT_company_representative

Hi Chippychap,

The pack should be with you shortly, if there are any problems with it you have my email address so get in touch any time.

Thanks,

Stephanie

Chippychap

Thank you again Stephanie.
By now you will know that someone from Ian Livingstons office has intervened and will phone me tomorrow.
As a disable user my internet/PC is virtually my only contact with MY world, BT have recently informed me that my usage is excessive, no problem really but I regularly spent up to 10 hours a day on the web.
Look at my traffic after the engineer visited, NIL for at least five days.
I have had to hook up an old, 8 -10 year old PC just to complain to BT, as numerous phone calls were ignored.
No doubt the "pack" will demand I carry my broken gear down two floors and traipse around with it to try and get repairs/estimates.
You've been great, the service has been criminally poor.

Chippychap

Just another update.
Nothing has arrived, ABSOLUTELY no one has been in touch.
On Friday it is TWO WEEKS with no response from BT.
LOADS of public promises on open forums but behind the scenes they have done absolutely zilch.

Pegman

If the "broken" Pc was on teh BIOS page I can understand your concerns.

It sounds to me as though the boot drive has been altered, if you go into your Bios you should see a "Boot From" next to it should be "D" or the CD drive letter, the alternative should read "C" or your hard drive letter, that is where I would look first.

Chippychap

closed wrote: »

Since you keep linking to this thread, what exactly is the problem, you switch the pc on, and ...........?

Your data is probably all still there.

What about the stuff on the external H/D?

The PC itself just says "repair windows" or "Load Windows normally"
Neither goes anywhere.

What "exactly" is the problem is that a repairman, sent by a well known telecomunications company, has messed with, AND broken, my desktop personal computer AND an external hard drive connected to it.

THAT is "exactly" what the problem is.

If you've followed the story then I have linked MY tale to posts asking about backing up personal computers on external hard drives pointing out that there are precautions to be taken when using them.

Hopefully, one of the things that are "exactly" MY problem don't turn into "exactly" THEIR problem.

Sorry I haven't prepared a handout.

closed

You may be !!!!ed off, but don't take it out on me, I was trying to help get your data back, and your pc working, but you still haven't posted sufficient info to fix "your problem", constantly moaning about the BT man isn't going to get your PC working or your data back is it?

A power surge/cut could have caused exactly the same problem, that's the risk you take if you don't backup to multiple media.

Post a thread with details of PC, operating system, whether you have the windows disc or not, what happens if you try safe mode, and what happens if you plug the external drive into a working pc, on the techie forum if you want help.

Pegman

Switching of a device by pulling the plug should in theory be no different to switching it off the switch on the device these days.

The external hard drive may not be working because it cannot access the drivers on the PC, have you tried it on the PC you are using now ?

If your PC is saying " Load windows normally" then all you need to do is hit the enter button

Chippychap

Pegman wrote: »

Switching of a device by pulling the plug should in theory be no different to switching it off the switch on the device these days.

The external hard drive may not be working because it cannot access the drivers on the PC, have you tried it on the PC you are using now ?

If your PC is saying " Load windows normally" then all you need to do is hit the enter button

The "enter" button on either option goes nowhere.
Unplugging the external H/D when at rest does nothing detrimental.
Iomega say to not do it whilst the h/d is working.
The problem may be absolutely b#gger all but a pound to a pinch of poop that BT will want to either see the stuff or for me to get estimates.

So I can't access anything at the mo'


The "duff" PC was using W7

Pegman

Chippychap wrote: »

The "enter" button on either option goes nowhere.
Unplugging the external H/D when at rest does nothing detrimental.
Iomega say to not do it whilst the h/d is working.
The problem may be absolutely b#gger all but a pound to a pinch of poop that BT will want to either see the stuff or for me to get estimates.

So I can't access anything at the mo'


The "duff" PC was using W7

In that case you need to go into the Bios setting and check the settings, because if it's telling you to load windows "normally" then it must still be there.
The error you are getting is because windows was not shut down normally when the PC was last turned off, so the fault lies with whoever turned it off last !!
If the PC doesn't respond to "enter" ( it should at least make the HD click over) have you tried the obvious and made sure that all the mouse and key board leads are plugged in properly, if he was fiddling around the back he may have dislodged one.

True it is not a good idea to pull the plug on a ext HD while it is working, bu tit wasn't working, because you weren't using your PC.

Chippychap

"True it is not a good idea to pull the plug on a ext HD while it is working, bu tit wasn't working, because you weren't using your PC."

The engineer not only turned on the PC, with the HD connected, but at some stage unplugged it.
Hence the cocked-up HD and scrambled PC.

He must have been trying to plug something of his in, tester or whatever, and, when he left he left the microwave unplugged. : This socket is at skirting level behind a cupboard next to the one that has all the PC/HD gear plugged in.

It seems that, to plug in something of his he has unplugged something of mine.
Firstly the PC, doing the damage, and then me microwave, which he didn't even bother to plug back in. .
Damage was already done when I went up there later.
Engineers aren't supposed to mess with the punters gear. Bearing in mind I was in the house but two floors down if he wanted the PC booting up.