BT Complaints & Escalation

Vegastare

Devonian Rodders..........most companies (service industry) have special departments that are to help those with possible problems. BT has a vulnability policy!! it states We know that there’s lots of different factors and life events which may cause vulnerability, whether it be long-term or on a temporary basis. It could be because of age, a physical or learning disability or difficulty in communicating.

Maybe reply - you can stress that you are hard of hearing, on state pension and this is making you have question what they claim in there vulnablity policy and whether you should take this further to highlight there downfall.



In my dealing with BT I am often left wondering how much my time costs and how must they should rememburse those people to decide to take them on.


One more letter maybe a waste of time but it might not be.

johnbhoy10

Right folks- i stuck in a complaint to BT, whom i've been with for circa 4 years and had regular issues with regarding connections and speeds. Bottom line is they've admitted min guaranteed to my router is 18mbps and allowing a bit of leeway the offcom min is 15. Now i've had 7 engineer visits over that time (thought it was more actually) and the most recent a couple of weeks ago but they started not long after start of contract. Now i stuck in a complaint about historical service and they've come back with this-

''Thanks for getting back to me, I’ve been able to go through the account and pull up 12 months historical data for your broadband performance, the data itself shows that the speeds at their lowest (prior to 28 September 2018) were 17 Mbps which sits above the 15 Mbps minimum against the line.

In September the speed dropped below the minimum and you made us aware of this, we’ve since worked with you and our engineering teams to get the service restored with speeds achieving over 20 Mbps now.

With regard to a goodwill credit I am willing to offer 50% of the cost of the broadband itself for 12 months, you pay £23.99 per month for the broadband and line rental (£18.99 Line rental and £5 for broadband) so the credit offer for the problem with the broadband speeds is a total of £30.

On top of the broadband credit offer and taking into account the multitude of engineer visits to get the service restored we offer a credit of £10 for failed / missed engineer visits so due to the amount of engineers that were organised I am classing 7 of the visits as failed / missed (meaning the visits ended up being a waste as no improvement took place), this credit amounts to £70.

As a total credit offer for the broadband and the engineer visits I’m offering £100 which can either be applied to the account to cover future bills or we can have it moved to the bank account the direct debit is taken from for you, if you accept the offer I’ll have the credits applied and take the action you request, should the offer be declined I will pass the case onto our complaint review team who take a look at the case and review the offer, then contact you to discuss their findings.''

Now to me that's a decent offer for a years period but the real reason for my complaint was i fed up with time wasted on the phone having to jump their hoops plugging ethernet cables in, checking wiring, blah blah you get the picture over a fair period of time.

£100 is between 2 and 3 months premiums for my full package but on further looking at their offer i noted the following-

They're only going back approx a year to September 2017 with broadband refund offer?? I've had issues since fairly early on in the contract (starting approx September 2014). The engineer visits have been spread over that time so surely they are admitting fault over this period as they state themselves they were failed visits.

I think i could push for more and could maybe dig up old screen shots of speed tests outwith the last year??

Thoughts??

pmduk

Devonian_Rodders wrote: »

I note from the OFCOM website, they do not deal with individual cases, so it seems BT can do as they please.

Once you have exhausted BT's formal complaints policy and they have issued a deadlock letter or after 8 weeks, whichever comes first. you can escalate the complaint to BT's independent ADR [alternate dispute provider]. OS:C.

Their complaints procedure is detailed here.

[Deleted User]

Well I had some bad expernece too, but this week BT couldnt of done better. I stayed with BT for BB as always work and no issues well about 2 since i been with them. When it does break take some time to get through and sort it. Normally take a week for them to fixed after being on hold for 40 mins and speaking to some Asians.,
Roll back Sept 19 i wanted BT sport on sky, but was told it be 12.50 thought nah i have the App 18 months at £4.50. I can stream it to the TV then.

Monday just gone i had a bill for £70 quid.
It should be

BB & LL for £45.99
Sport app £4.50.
=£50.49
So phoned up BT and was told my BB was Auto renew as i took the sport APP out. The person on the phone understood and knew it was wrong, also was against rules to cancal an existing contract i was told. why would i agree £25 increase. He put in a complaint for me.
Next day I got a call from the complaint team who were very sorry. Upgraded my Fiber and free BT Sport HD for 18 months @ £45.99.

So i'm impress considering i had worst from them. Maybe because i been with them for 12 Years.

johnbhoy10

Summer17 wrote: »

Well I had some bad expernece too, but this week BT couldnt of done better. I stayed with BT for BB as always work and no issues well about 2 since i been with them. When it does break take some time to get through and sort it. Normally take a week for them to fixed after being on hold for 40 mins and speaking to some Asians.,
Roll back Sept 19 i wanted BT sport on sky, but was told it be 12.50 thought nah i have the App 18 months at £4.50. I can stream it to the TV then.

Monday just gone i had a bill for £70 quid.
It should be

BB & LL for £45.99
Sport app £4.50.
=£50.49
So phoned up BT and was told my BB was Auto renew as i took the sport APP out. The person on the phone understood and knew it was wrong, also was against rules to cancal an existing contract i was told. why would i agree £25 increase. He put in a complaint for me.
Next day I got a call from the complaint team who were very sorry. Upgraded my Fiber and free BT Sport HD for 18 months @ £45.99.

So i'm impress considering i had worst from them. Maybe because i been with them for 12 Years.

Kinda similar for me other than i would replace the 'week' in time to repair with months/years!!

Given others experiences on here, including myself, you appear to be very lucky!!

Devonian_Rodders

Vegastare wrote: »

Devonian Rodders..........most companies (service industry) have special departments that are to help those with possible problems. BT has a vulnability policy!! it states We know that there’s lots of different factors and life events which may cause vulnerability, whether it be long-term or on a temporary basis. It could be because of age, a physical or learning disability or difficulty in communicating.

Maybe reply - you can stress that you are hard of hearing, on state pension and this is making you have question what they claim in there vulnablity policy and whether you should take this further to highlight there downfall.





In my dealing with BT I am often left wondering how much my time costs and how must they should rememburse those people to decide to take them on.


One more letter maybe a waste of time but it might not be.

Although Companies such as BT have vulnerability policies, they seem to avoid them.
In the case of BT, because I am hard of hearing, I both e mailed and wrote to them regarding the issue, but on each occasion had a telephone reply, despite including my e mail address on the letter to them. At no time have I had a written response.
Having rented the bell for 37 years, and the unit was already in the property when I bought it, it seems BT are simply dismissive. Realistically what I was looking for was for BT to disconnect the bell, and I could then buy a replacement without affecting the R E N.
£100 + for such a simple job is extortion.

Godiva500

I phone BT yesterday to complain about my modem dropping out every day, sometimes twice a day. Been going on for months. They said that because we have a copper line from the box to our home, they woul expect it to drop out every day. They only consider it a fault if it drops out 5 times or more every day! Gobsmacked! I haven’t had a working email:mad::mad::mad: for a year either! Needless to say I am leaving BT.

Godiva500

Don’t waste your time with BT. I had a major problem with answering the phone, after an operation. I asked BT to respond to my complaints by email not the phone. They refused. Went to Ombudsman with loads of written evidence of avoidance, multiple lies, etc etc, and they found in BT’s favour. Of course they are paid by the big companies including BT, so I shouldn’t be surprised.

pmduk

Godiva500 wrote: »

I phone BT yesterday to complain about my modem dropping out every day, sometimes twice a day. Been going on for months. They said that because we have a copper line from the box to our home, they woul expect it to drop out every day. They only consider it a fault if it drops out 5 times or more every day! Gobsmacked! I haven’t had a working email:mad::mad::mad: for a year either! Needless to say I am leaving BT.

Remember, most other internet providers will be using the same infrastructure (ie the copper wires) as BT.

Devonian_Rodders

Godiva500 wrote: »

I phone BT yesterday to complain about my modem dropping out every day, sometimes twice a day. Been going on for months. They said that because we have a copper line from the box to our home, they woul expect it to drop out every day. They only consider it a fault if it drops out 5 times or more every day! Gobsmacked! I haven’t had a working email:mad::mad::mad: for a year either! Needless to say I am leaving BT.

Most phone lines are copper, but their contract does not mention the possibility of 'drop out' due to their 'ageing equipment", so does this mean they are misrepresenting the product when advertised ? Totally unacceptable.