BT Complaints & Escalation

Browntoa

POA is standard requirement for dealing with someone elses account


if you have Power of attorney then they should deal with you , if you don't then you need to apply for one. The forms for Financial LPA are online and it cost £110 to apply for it

johnbhoy10

Guys- i've had quite a lot of hassle on and off over 26 months with BT with regards to router outages and speeds not matching my old Sky Fibre which i moved from. Is there anything standing out here that would explain my problems.


1. Product name: BT Home Hub
2. Serial number:
3. Firmware version: Software version 4.7.5.1.83.8.222.1.1 (Type A) Last updated 25/02/16
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 11:01:20
6. Data rate: 3927 / 23433
7. Maximum data rate: 3978 / 27251
8. Noise margin: 6.2 / 6.3
9. Line attenuation: 40.4 / 29.3
10. Signal attenuation: 28.8 / 26.1
11. Data sent/received: 7.7 GB / 219.2 GB
12. Broadband username:
13. BT Wi-fi: No
14. 2.4 GHz Wireless network/SSID:
15. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security: WPA2
17. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:
19. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security: WPA2
21. 5 GHz Wireless channel: Automatic (Smart Wireless)
22. Firewall: Default
23. MAC Address:
24. Modulation: G.993.2 Annex B
25. Software variant: AA
26. Boot loader: 1.0.0

BT Home Hub 5 (Type A) | Software

also these are showing in the router in event log under 'system'-

19:27:34, 27 Jan. ( ) System Error Failed SD-​100 (1)
19:11:58, 26 Jan. ( ) System Error Failed SD-​100 (1)
18:56:24, 25 Jan. ( ) System Error Failed SD-​100 (1)

there's dozens of these and have happened 1 on most days going back for months and months....what is this telling me???

thanks in adance for any info.

JJ_Egan

If you are a BT Customer then use .
https://community.bt.com/


Dont use Smart Wireless .
2.4 GHz Wireless channel: Automatic (Smart Wireless)
21. 5 GHz Wireless channel: Automatic (Smart Wireless)



You have used 220 GB of data in 11 hours ??

johnbhoy10

JJ_Egan wrote: »

If you are a BT Customer then use .
https://community.bt.com/


Dont use Smart Wireless .
2.4 GHz Wireless channel: Automatic (Smart Wireless)
21. 5 GHz Wireless channel: Automatic (Smart Wireless)



You have used 220 GB of data in 11 hours ??

Thank you.

To be honest i was hoping something obvious would stand out. I have yet another fault number from them from the 15th january and i have had about 6 maybe more individuals contact me from level1, level 2 and the most frustrating thing is there's no consistency.
Quick example- i told them about outages on 15th and they arranged an engineer.....i told them i had had about close to a dozen engineers over 2 years and i was more than confident the prob was not in my house and was between the exchange and my property. I then told them i was more than happy with another visit as it was BT who was paying for it. Conveniently phone went dead and i had to phone back in to get confirmed appointment which hadn't being completed. This is the good bit-i then get a text a day or 2 later to say they had identified a network fault and engineer wouldn't be required at my propery.:cool: ok i said and told them to crack on. Gets even better-they phone me with an update last night and she asks me to plug ethernet cable into router....i told her about the network fault and she says she had no note of it.:D You've gotta laugh....or else you'd go mental. i'm with them because they're a lot cheaper than the alternative for me. If you deviate ever so slighly from their script you can hear the panic in their voice.....they honestly have no clue.

Thanks maybe i'll try their forum as they really could no worse...to call them customer services is a real insult to real CS departments.

Ps- i did notice the amount of data and can't help but think that's a total for some period or other and not the 11 hours. We have BT TV and my daughter is on video calling quite a lot but surely that's still too much for 11/12 hours??

Cornishcuffer

Hi all, and especially Mr BT rep. (I will send you information on your profile link as suggested to others).
I have read through these complaints which remind me so much of my terrible experience with BT.
To summarise: I am being charged for early cancellation despite the fact that BT failed to provide a service and are therefore in breach of contract.
I have been badly treated in trying to contact the help desks (including people hanging up on me - calling me a liar and failing to arrange support/ Engineering visit to fix my broadband).
As a result I have lost my phone number, wasted annual leave, lost income through lack of broadband and missed many TV shows I was hoping to watch on BT Sport and spent countless hours trying to resolve these issues. I tried to reach an amicable solution but found the support system inflexible and unworkable. I switched from Virgin to BT in November 2016. My Hub and TV box arrived late and the Broadband switch on was even later (10 days late). But when it did arrive it was extremely slow (about 2 - 2.5Mb/s NOT the 6 - 16Mb/s guaranteed in the contract.
An "Engineer" came and left with the Broadband being no better.
I had hundreds of phone calls (of 40minute duration) explaining that I needed a better supply because I was unable to use any of the TV on demand or BT Sport features I had signed up for.
A second visit was arranged but he failed to show. I complained and received a replacement HUB - this didn't work. I asked if an Engineer could come and fix it before Xmas but they couldn't arrange for anyone to visit during non normal workday hours (which was essential as I had by now used up all my annual leave).
After many threats to cancel my contract as they had failed to full fill their side of the contract (i.e. I hadn't received the service I was charged for) I eventually contacted Virgin who re-connected me and provided new equipment enabling me and my family to enjoy the Xmas TV and broadband services we were paying for.
I now receive a "DEBT RECOVERY THREAT" for £566.16 for early cancellation despite the fact that I repeatedly told the representatives that I was reluctantly cancelling the contract which they had failed to ful fill.
This letter continues to threaten me with adverse credit ratings etc - which could impose further costs (lack of mortgage options etc) and I am considering counter suing for the incessant harassment i received at the time, lost income , and loss of services I suffered for almost 2 months.

Melvynexbt

I am an ex-BT employee and pensioner. We are now being threatened court proceedings for early cancellation of a contract we have never applied for. No one not even the resolver at BT wants to give an inch. I feel disgusted not just as a consumer but as an ex-employee.

money08

BT are crooks and the worst corporate scammers going.

I signed up for BT broadband, and had to also sign up for a telephone service I neither use nor want. Thought it would be a good idea to save 10% on the extortion rates and pay for line rental up front a year. BIG MISTAKE. Within weeks of signing up for the £5pm broadband deal )+ £20 line rental) they up the price of the broadband by some 40% to £7pm. I can cancel within 14 days of increase. Oh no I cant because I would lose my entire phone line payment for the year. I cannot cancel just the broadband on its own as I would never get another reasonable provider as the prices more than quadruple due to not having phone line as well with same company!!!

The BB service is supposed to be something like 4mb. I am lucky to get an abysmal 1mb and constant disconnects (4 in last few hours) The BB/Phone service is as abysmal as the company itself.

BT customer service is awful. Ignored my emails opening a complaint for 7 days via RESOLVER. Then phone up out of the blue basically saying get stuffed theres nothing you can do about it. A classic example of why the BT monopoly is as big a corporate scam as can be. In the old days crooks had guns and masks. Now the scum wear shiny suits and magic pens and deliberately baffle you with reams of small print !!!!!!!!. Shame on the UK for allowing these scammers to still trade.

lucifee

Ive been having an absolute nightmare with BT. I opened an acct and paid a year line rental upfront (wish i didnt!) and tried setting up an online profile but it said i already had one and had my new acct number on it but none of my billing or usage details on it. after a few calls a customer services man said he could fix it and that the acct number i had was wrong, gave me a new one and added that to my online bt acct. I had the same issues of no billing or usage being attached to that and have spent about 3 and a half working days over the past 3 months trying to sort it out with customer services, tech level 1 and 2, and even cancellations team. I've got 2 dds showing on my bank acct for the 2 BT acct numbers and I've had monthly £amounts coming out of the dd with the first apparently wrong acct number though no one at BT can find evidence of that acct or my payments, or any bill or usage info for the whole 3 months ive been with them from either acct. Cancellations said it may be fraud so i called my bank and they said its definitely set up to go to BT. I can get no one to help me and ive paid a years line rental up front plus cant tell if the monthly amounts that look quite big are for. I took the deal through moneysavingexpert as they found one with good discounts on and i'm unsure if they have been transferred to the new acct number the cust services man gave me. I reckon he closed the first acct as he cdnt fix the issue but didnt add details properly to the new one, or get rid of the dd to the old one but its still got cash going to it! Which dept sorts that out?? Ive yet to find one. But have spoken to a dozen useless incompetent customer service people who all told me theyd resolved my issue and were closing my query whilst not doing it!

boatman

Anyone having issues with BT phone/broadband can cancel the contract because of the price rises coming in April.

See this article
http://www.moneysavingexpert.com/news/broadband/2017/01/bt-to-hike-broadband-prices-and-hit-tv-customers-with-new-fee-for-bt-sport

Please note, BT have now agreed to repay unused line rental saver, and confirmed you do not need to send back equipment if you are leaving because of the price rise.

lucifee

boatman wrote: »

Anyone having issues with BT phone/broadband can cancel the contract because of the price rises coming in April.

Please note, BT have now agreed to repay unused line rental saver, and confirmed you do not need to send back equipment if you are leaving because of the price rise.

Thanks boatman

Thats really helpful info, I may be using that very soon

I will still have to get them to find payments before they can return them, and find what the past 3 monthly fees were for as they were way higher than they should have been, but thats great news that as soon as i can sort that i should be able to get out without the cancellation fee which was an added worry.