BT Complaint - Anyone?

Llyllyll

Here’s the situation:

• Fault with the line reported on 31st August 2010 (prior to this I had a crystal clear line and as good broadband speeds as can be expected given my distance from the exchange).

• Engineer turned up on the morning of 3rd September 2010 and confirmed there was a problem outside the property. He left about an hour later stating it had been fixed.

• The line is now active however it is extremely noisey and crackling and is barely usable.
  

• Phoned India on the night of 3rd September 2010, which I have to say, was one of the most pointless and frustrating things I have ever done. The lady I spoke to seemed to have no concept of the issue, what had been done to date and how to go about rectifying it. I asked for a call back from the complaints team within the hour for an update - no call was received.

• Checked the ‘my account’ section of the BT website and the fault status shows:

“You scheduled an appointment for 3rd September 2010 AM. An engineer arrived at the agreed time, however we were not able to gain access to your premises. Please reschedule your appointment using the adjacent link. If you do not do so then we will not be able to progress your repair.” - this after I let him in personally!

• I received a text this morning stating that the problem would be fixed my 2nd September 2010 (a whole day before the engineer actually turned up).

• Emailed a rep through these forums and have not yet had any reply at all.

This is just a catalogue of errors. I am paying for a service that I cannot use. Both my wife and I have elderly parents and the phone is a necessity.

At the moment I am in limbo…

Any advice (or clarity from a BT rep) would be really appreciated.

Ta

Llyllyll

Bump - in the hope of a BT rep picking this up...

neil9313

Llyllyll wrote: »

Bump - in the hope of a BT rep picking this up...

ian.livingston@bt.com

send an email to him, somebody will contact you personally from his office.

Llyllyll

Thanks for your reply. I used the name and did a bit of digging around and sent one email copied to the BT Board, copied here for reference:

Michael Rake (Chairman) - [EMAIL="Michael.Rake@bt.com"]Michael.Rake@bt.com[/EMAIL]

Ian Livingstone (Chief executive) - [EMAIL="Ian.Livingston@bt.com"]Ian.Livingston@bt.com[/EMAIL]

Gavin Patterson (Chief executive BT Retail) - [EMAIL="Gavin.Patterson@bt.com"]Gavin.Patterson@bt.com[/EMAIL]

Tony Chanmugam (Group finance director) - [EMAIL="Tony.Chanmugam@bt.com"]Tony.Chanmugam@bt.com[/EMAIL]


Or the High Level Service Team - elc@bt.com