BT Complaints & Escalation

supermum4

:mad: i moved to bt 4mths ago worse thing i ever did, for the last 3mths i've been charged for calls that i've not made and bt live chat is a waste of time they just keep saying yes the calls have been made from my phone, i don't even have a phone connected so this is imposible :mad: calls to 123 speaking clock and 0191 3111211 and 0191 1111112 at silly times of the night and early morning!! i've tried to find out were these numbers are but google comes up blank!!! how can i stop this without cancelling my dd?;)

phillw

AggrievedBTBusiness wrote: »

I have had to endure a further scam call on 3rd April and today 7th July - BT do not seem to be able to stop this from happening.

Based on my experiences, I would not recommend BT Business :mad:

Criminals will pretend to be anyone to gain money, that isn't BT's fault. If I told people that I was you, then it wouldn't be your fault.

cbrown

I am currently in the middle of problems with BT and just feel as though I am banging my head against a brick wall.

Each time I speak to someone new who takes on average 45 minutes to understand the problem - which is that BT suddenly and with no warning upped our monthly payment from 38.50 to 99.50 - an amount I cannot afford to pay, especially when we have frequent problems with our internet and our top speed is 2mb. It would be a joke of a service, except it's not funny.

I've tried to change our plan multiple times, each time I am told that BT have a technical fault on my account and I need to wait for a call back from the 'offline' team - this never happens despite it being promised multiple times. I am at my wits end, really don't know what to do, any advice would be much appreciated.

Browntoa

You are wasting your time Posting here BT reps have stopped posting in reply , I'd try their Twitter feed

Bentley6

I too I am having issues with BT which have now been going on for over three years. Despite their promises BT TV has never worked and my broadband and phone service are sporadic. I even complained to the MD and had no reply. Three engineers have been out and said the fault is 400 yards from my house it is repaired works for a few weeks then it rains and I am back to square one. I have now given up and gone to a company that does not use the phone line, but have been told that I must pay to get out of a contact that a rep in India seems to have signed me up for. I DID NOT SIGN A NEW CONTRACT WITH BT WHY WOULD I SIGN UP WITH A COMPANY I HAVE BEEN COMPLAINING ABOUT? Trying to resolve this whole fiasco is proving impossible the Indian staff as well as the English ones have been unhelpful, rude and threatening.

Does anyone have any suggestions on where I go from here?

Browntoa

You don't need to "sign" a contract these days , merely agree to it on a call" it can by ANY part of your package , you may be out on contract for the line but in contract for the broadband or TV package

Your have broken the contract by moving without notice , afraid it's your fault on this occasion as having a recurring fault is not grounds to leave

Bentley6

Browntoa wrote: »

You don't need to "sign" a contract these days , merely agree to it on a call" it can by ANY part of your package , you may be out on contract for the line but in contract for the broadband or TV package

Your have broken the contract by moving without notice , afraid it's your fault on this occasion as having a recurring fault is not grounds to leave

Sorry I was not clear I categorically told them I would not renew my contract but they insisted that they send a new modem (I have had 5 now) so I think that is when the box was ticked I have never been able to receive TV as it is too pixelated. Do you know the process before I can go to an ombudsman? They won't give me a complaints procedure.

Browntoa

Pixelated TV is aerial unless you are streaming content

Browntoa

Complaints procedure is here

https://www.bt.com/help/home/complaints.html

Towards the bottom is the code of practice

Bentley6

No no aerial it is BT TV it can be seen but very pixelated the four engineers who have been say the fault is 400 yards from front door they clear the box so the broad band works for bit but very slowly then the box down the road fills with water and we are back to square one.