BT Complaint... Do you think i'll get some compensation?

sMARTie

Hi People,

Not sure this is the right place but here goes...

Ive been a BT customer for now about 6 months and the products provided to me have been excellent, phone and broadband they have never been down and the service these products have been excellent.

But about 2 weeks ago I received an email to my BT email account which I don’t use and i happened to check it by the off chance for deal with BT. But to my shock I had received an email from them stating that i had exceeded my usage limit by a couple of GB around 4.5 so they have upgraded my broadband package to option 3 from option 1. With this is called immediately to change it back to which i was told I COULD do but there systems were down and they would call me back within an hour to confirm that i had been down graded to option 1 again. This was a week ago so I called back today to complain about that I had not been called back and they said "Sorry, blah, blah and they will sort it out instantly... so they put me back in the queue for the broadband support" to which I waited 50 mins!!! and had no reply...

So i had to call back again and explain to another person and they did exactly the same and put me back into the automated telephone service which i waited another 20 mins and had no reply AGAIN...

So i thought this is the last time of calling... I got through and explained a third time the story and said that i wanted to speak to someone before you put me back into the automated service. The women on the end of te phone put me on hold while she got someone on broadband support, I was on hold for 30 seconds before she got hold of someone at broadband support (AMAZING considering i was on hold previously for over 1 hour).

I went thought all my questions regarding my speed and allowance and that I wanted to be moved from package 3 back to option 1 and she then stated that it was fine to do it. The support person answered all my questions and was about to change my option back to option 1 and then she said "Oh.. our systems have gone down... Someone will have to call you back within the next hour to change it" that was over 4 hours ago!

I have been given an address to complain to I just wanted to know what would I put in my letter and has anyone else complained to BT before and what was there outcome?

cantcope

Sorry to say, but i doubt it.

I recently got out of my contract with bt after complaining. but no compo.

I spent over 25 hours on the phone to them (most of it on hold). Got my final bill last month (took 2 months) was completely wrong as they had charged me up til the end of oct, i cancelled at beginning of august!

i got it from £63.52 they were asking for to the correct amount of £7.66. But it took me another hour and 3 minutes of talking to various people and listening to their shi77y hold music.

BargainMad_3

Do BT charge extra for each GB after your set allowance on option 1 ? I know many providers do and is a source for extra revenue for them. Have they ever charged you anything over your option 1 price before ?

Vindiesel

I had a similar problem with BT BB...they are THE most incompetent, inept and un-proffesional company i have ever had the mis-fortune to deal with.
I DID get compo..I demanded it..it took me 9 months all-together, but I claimed back 9 months worth of BB basic..OP have you got a C/s or complaints address in Durham, I think? That's where I sent mine, and it's the only one I had any success with..the people on the fone didn't take any ownership, or responsibility.

PM me and I will send you the Durham address is you want. PS I sent all mind recorded (and kept copies of ALL correspondence I sent/got)

cheers

PPS Good luck!

V

sMARTie

cheers vin i demanded it off cs so i have teh complaints address

bargain... No they havent charged me anything as of yet but accord to BT im on option 3 so they may have changed my bill amount at the end of the month..

thanks guys

BargainMad_3

You need the option bit changing - it's a hell of a leap - option 3 gives twenty times the download amount of option 1. this needs to be done before your next bill (you can register at bt.com to see when your next bill is due). If you pay by monthly budget plan it will have the effect of pushing your monthly payment up if it isn't changed before the next bill. It's good that BT don't charge for going over your allowance but the alternative - bumping you up two brackets - isn't on either.

paulac1

hello!!

im sorry to hear your having problems with bt

i am an ex employee in the faults department and am glad i dont work there any more as they dont let you do very much in the way of helping people

when i first started we had 95 second allowance per caller and our call handling time was worked out daily and you would get sacked if it was crap or rewarded if it was good

i believed in helping so had a very high call handling time.
i think that service stank

as for compo i think you will get a months free broadband etc which is what most companies do like bt ntl etc. i doubt very much if you will get cash as they dont do that at all only if your service has been stopped through no fault of yours and compo is done on a daily basis.

as far as they will say is that they sent you an email regarding this increase to an email address provided for use and wether you read it or not is not there prob which i think they should send letters out also

fingers cross matey and good luck