BT Infinity install gone wrong!

hippey

Yes, they to almost £120 for the upfront line rental, alledgedly they have refunded it back to my CC, that was my next call today anyway.

atrixblue.-MFR-.

i would DEFINATLY give this case to ofcom. they have taken money for a service NOT YET ACTIVATED, if you had your tele line put in then minus £30 and your first bill and demand refund of BTCC calls if youve been charged from the amount charged.

you have them over a barrel like i said their passing the buck hoping you go away and forget it.

i see the BT reps have left this thread well alone on here!!!

INSTEAD OF TAKING A CALL CENTER OP'S WORD A MANAGER WILL CALL YOU BACK HANG ON THE LINE AND DEMAND TO SPEEK TO ONE!!!

if you get through to a offshore CC then ask to be put though to a uk centre if you prefure. ask for a case refurance number so when you speak to someone they can go to that raised ticket straight away rather than going through a few screens holding things up.

explain from get go if nothing is sorted out by the end of this call YOU WILL GO TO OFCOM.

kwikbreaks

atrixblue.-MFR-. wrote: »

explain from get go if nothing is sorted out by the end of this call YOU WILL GO TO OFCOM.

Who will then tell you they don't deal with problems like this.

What we do not do

We are not responsible for regulating:

* disputes between you and your telecoms provider;

http://www.ofcom.org.uk/about/what-is-ofcom/

pigeonpie

I was just thinking of signing up to BT Infinity but have been scared off by my own experience with BT CS in the past. It finally got resolved in my favour but you need so much time and energy to keep calling them, Indian script readers (or UK ones to be fair) refusing to put you through to a supervisor etc. I ended up shouting at the crowd on 151.
Can only suggest you keep at it with that email address (we got it sorted eventually by them) as then your entire complaint is in writing. At least you have kept notes on the time you have spent chasing them to sort it out. Terrible company.

BT_company_representative

Hi hippey,

If you haven't already could you reply to the email reply we sent you a few days ago about this, and we'll see what we can do to help with your charges?

Stephanie

hippey

Well the Executives at BT do work quick!

I sent an email at 6.20 this morning and it was read by senior (very senior) management and replied to by 6.35, by dinner time we were well on the way to resolving things.

And this evening we have managed to come to a very satisfactory solution, apart from a minor issue (that I caused stupidly!) which has been resolved by a very quick email & reply.

The very helpful office that I have been dealing with actually understood the root cause of the problem, and did explain how they would sort it out and what was more they have gone further than originally agreed when I received a phonecall this afternoon from another chap who managed to sort out the outstanding items & orders and although this could not be done 'tomorrow', dates have been agreed and to be honest suit me anyway.

The one thing that does suprise me is how I had to go about resolving this and the issues behind ownership of complex complaints, but we got there in the end!

I will update this when I get more info which will be a while but I can stop calling those 0800 numbers for now!!

GunJack

just read all of this thread..absolutely appaling treatment of a customer :mad:

good job FTTC/FTTP isn't even on the cards for my exchange.....

hippey

What I will say, it was not BTCare Reps that sorted this out but the high level complaints team when I wrote a rather long winded email but also pointed them to this link!

In my view the best companies are the ones that when you do have a problem it's a 'one call' solution, I don't mind paying more when you get good service when things do go wrong!

hippey

Just thought I would update this old thread.

In the end we have everything sorted - I'm now on the FTTH/P trial, have a new phoneline in addition to the one from my other provider which I shall be leaving in the next month or so (contract ends) and finally have sorted out all of the money that was owed.

Its a shame it took so long to sort out all because of a error which could have easily been avoided by the person who sold the package in the first place.

brewerdave

So ....have you actually gone with BT for the FTTH trial then ?? After all that hassle??...If so, I'm staggered!!