HELP! Complaining to BT.. STILL no response!

UKTigerlily

lol I asked for a manager at AOHell cause I didn't think it fair to !!!!! at someone like myself at work who isn't paid for that & they didn't let me speak to one, frustrating ain't it! I dunno what to advise but I do know how ya feel, are they playing that annoying hold music too? I was lucky the other day when I called & no music at all, so I had to post in the good service board lol

1mmaker

I have most of the quick dail numbers lol,

If you need any for bt just give me a shout.

No wait no music and no annoying options

In BT If you ask for a manager or a supervisor.

The agent you speak to MUST and i repeat Must pass you onto a supervisor or manager.

Will get a few quotes for you in a min.

Gav

immoral_angeluk

dialled the chairmans office number but got through to what sounded like normal bt options!
I fail to believe that there isn't a single manager in the whole department for me to talk to... unless they're running their call centres on telesales staff only???
So fed up of the whole thing... don't know whether to resend my letter because obviously they won't have an official log of my complaint on the system apart from my calls and the email to Mr Verwaayen but I'm so fed up of calling them and speaking the monkeys!!!!!! Even when I ask to speak to someone with a brain I'm fobbed off and when I try and call the chairman's office I get normal bt people!

Really don't need this stress at 8 months pregnant and cannot be bothered to call them back and speak to 'resolutions' or whoever the hell they wanted me to speak to. Have told DH who's apprently going to call them tonight.

Wonder what will happen if I call the cancellations department..... may as well as I've spoken to idiots from every other department so far....

1mmaker

Yeah, could give them a go 0800800871
If somsone tells you that there is not a manager or supervisor there it is a LIE

A manager must be on the floor covering agents at all time in any call centre.

ill give it a quick go

I called 0207 356 5000 and got straight through to somneone stating " BT group headquarters"

Hope you get this sorted.
You dont need all this being 8 months pregnant.


Oh and all the best too

Gav

UKTigerlily

I'd call them maybe they'll decide to help then, what about speaking to a supervisor? Not sure how much they could do to help though. Maybe if you call & say you wanna cancel they'll sort it!

immoral_angeluk

I'm not going near the phone again today... just looking at the hub makes me want to smash it...
Have copied the letter into the online complaints form on the website and sent it that way.. don't know whether it'll do any good but at least now I have a reference number so they can't say they just didn't recieve it.

Going to go drown my sorrows in chocolate digestives and probably try again when DH gets home so he can stop me going into premature labour through anger! lol!

kronisrift

I have just got out off a BT Broadbamd contract.....Yippeeee

When I first rang BT (I was with NTL at the time) I explained to their sales person that I was a heavy user and I watched internet TV etc.... I took Option 3, their up to 8meg unlimited braodband package.

The thing the sales people do not tell you is that the further away you live from the telephone exchange the worse the signal is, i.e. in my case instead of receiving up to 8meg I was getting about 200k.

About three months ago I came across this site by Martin Lewis and it explained about the technical cease clause, so at that time I took a different tacked with BT, everytime I had spoken to their either technical support or other teams I ensured that they wrote a message on my account (this came in handy at the final stage). These are the stages I went through, a load of patients are great at this stage.

Contact them frequently, I sent emails by their website as this return a reference number (keep a copy) wehn sending letters I would always send them via either special delivery for the first one then recordered delivery for the other two.

I also contact the chairsmans office, Sie Christopher Bland on 0207 356 5000 and also sent the letter below.

Neadless to say when calling I chose my words carfully quoting their term and conditions, asking them to look at my account to see how many times I rang (about 40ish) explaining the situation over and over again no matter how many times you are put through to the wrong person, my record is 14, this is laso where the patience comes in because you do not know if the next peron is the one who can really resolve this.

Many Thanks to you Martin and I hope many others cancel their contracts with BT so they change their policy and actually tell the truth, maybe we could try this on MP's.

Here is the letter I sent:

I am writing to you to follow up the previous letter and email which I had previously sent, the last email sent was dated 17 August 2007 (see enclosed).

I rang to enquire about the BT broadband Option 3 and I told the sales person that I currently had an account with NTL at up to 4meg download speed, I also told him I was a heavy user and that I watched internet TV such as NASA TV etc. Your sales person told me that after he checked my line I would be ok for the up to 8meg service. After I installed the hub etc. your kind tech person helped me with setting up my broadband and the internet phone, after that, I noticed that when I received or made a call the internet phone just kept cutting off, then the broadband kept cutting off, then the speed of the broadband was not quick enough for my NASA TV to connect, I understand that, at this point I was paying for an up to 8meg broadband but as I had previously a 4meg broadband speed I was not prepared for it to be far slower.

I telephoned BT tech support constantly during this time to try and resolve this issue and they just wanted me to turn the hub off etc. I kept explaining that I had done the normal checks and there was nothing wrong with the hub or my computer and could they send out someone, I was then told that I would be charged for this. At this time the broadband would cut off between 12 and 20 times every hour, but because of this I could not use my internet phone as the broadband would not stay on long enough for me to re-register the phone.

I rang BT tech line again and they put me through to and another department who offered me a month free broadband, after the next bill came however, I did not receive the month free. A while after this the broadband and landline stopped working, an engineer came out and found that the outside cable was faulty so he replace it. The broadband after this just went slower and slower i.e. I would take approximately 25 seconds to open up the BT homepage.

I rang the BT helpline and explained this to them and I was then told that I live far from the telephone exchange and that is why the broadband is slow, had this been explained at the time of first contact with the sales person, then obviously I would not have purchased the broadband from BT as this would have been unsuitable, this is mis-selling on your part. I rang BT to explain again what difficulties I had encountered and I was told that I should except a slow speed as I live far from the telephone exchange, this is completely unacceptable, I should have been told that I would not receive the service that I first asked about it.

As I feel that I have given you every opportunity I work towards a solution, and that at the time I asked about the Option 3 package, I had given you all the correct information concerning that I was a heavy user and that I watch internet TV when I had spoken to your sales staff and also that I have continually spoken to your technical support staff, I now feel that I had to cease the contract between yourself and I as this comes under the technical cease clause.

Also be aware that your engineer had cancelled my broadband account when he was trying apply a patch to ensure that I could at least have a stable broadband connection, after this I had got in touch with your sales staff again and then requested a new broadband account, please note that I was not told at this time about being so far away from the telephone exchange, this information was told to me three days later when I again complained about the speed and that I was only getting around 84k and then by that weekend I decided to terminate the broadband, this, because it also is in the five working day window allows me to cancel the broadband contract with it only just being taken out.

Each time I had rang your technical support staff I asked them to write a detailed description of what I was conversing them about, so all the information can be corroborated via my account.

I do not appreciate if you would answer logged emails and you would answer letters which is why I have had to send this letter via Special Delivery.

I look forward to hearing from you shortly.

Craig_Dunain

:mad: At a time where BT are announcing record losses and yet MORE outsourcing of posts, probably abroad then I'm surprised they're still in business at all. Watch out 1mmaker - they'll be after U soon. Found a number for the Chairman's Office in the thread of the mentioned member here - Thank You - it's achieved more in one call than several weeks and months of calls and unanswered e:mails. I constantly get routed round in a circle via India or somewhere else who after taking my account number tell me they cannot access the UK accounts and give you yet another number, where suprise - they transfer you back to India. I wish I was getting airmiles for all the re-routes I have had. However, on phonng the Chairman's Office, they were very keen that I did not contact Oftel (who incidentally are as much use as a chocolate teapot) or the BBC Watchdog Programme, and instead accepted my offr to forward all e:mails and summary of their failing service to them instead. Chairman's Office of course is on 0207 356 5000, and their e:mail is [EMAIL="cceo@bt.com"]cceo@bt.com[/EMAIL] The Chairman himself - and you're free to direct it to him, is Sir Michael Rake, and the Chief Executive is Iain Livingston! Haven't had an answer from them yet though I suspect it's going to be a bit faster than being re-routed round the globe several times Happy Communicating!

spud17

Craig_Dunain

Have you checked the dates of the preceding posts?