BT Complaints & Escalation

sabelu

BT_company_representative wrote: »

Hi guys,

If you're still having problems with your BT services, you can send your details to us. Our "Contact us" link is on my profile page.

Thanks,

Stephanie

Seriously bombard the directors its the only way!!!!!! BT vision is a joke at the moment they need to know the public feeling recordings are inconsistent and channels disappear

jtzt

Wow! I thought that BT wasn't supposed to be bad for customer service... Then I found this forum.

I've spent the past 4 years with TalkTalk (2 lines) but moved 1.5 miles (same exchange as it's a small village) but had to switch to BT because TalkTalk can't supply me at the new address (same exchange remember...)

OK so this is probably down to the number of connections on the BT hosted switch and I guess TalkTalk aren't good at maths (disconnect 2 lines means you can re-add 2 surely???).

So much for freedom of operators; I had a choice of Sky and BT; neither as cheap as TalkTalk or PlusNet :mad:

Anyway. Switched to BT as I wanted to move one of the numbers (TalkTalk said they couldn't do that anyway!!! :mad:)

Here's the potted history:
> Aug 31 - Called BT and arranged to switch
> Sep 12 - Switched to BT
> Sep 12 - Called to arrange "Home Move" - agreed as Sep 21
> Sep 21 - BT Engineer arrives to install new line; aborts as not trained to go up poles or underground
> Sep 21 - 2nd BT Engineer arrives to go underground... Aborts as rain fills the road box...
> Sep 22 - 2nd BT Engineer returns; phone line works but on temporary number (no Broadband)
> Sep 23-28 - Multiple calls to BT; transpires that number move was cancelled by 2nd BT Engineer and therefore broadband order also cancelled... New order placed...
> Sep 29-Oct 4 - Multiple calls; original number transfer finally transfers Oct 4 but no Broadband...
> Oct 5 - BT Technical confirm "Network Fault". Engineer visit booked for Oct 12 (as I was out of the country Oct 6 - Oct 11) - Told that they would charge ME £100 if it was found to be my fault!
> Oct 12 - BT call to say Engineer visit cancelled and re-booked for Oct 16. I won't be here so not sure what they'll do. Took the day of work Oct 12 to be here... Perhaps they now owe ME £100?

"Network Fault" - BT's network? Why would they even think of charging me when they haven't completed the job of installing my ordered services? Phone works fine, Router (x 2 - tried two different ones) indicates no DSL connection... Surely this doesn't need an Engineer to visit the premises?

Stupid me paid 1-year line rental up-front (to save money); that'll be lost I guess if I try to switch to Sky (my only other option) at this time.

Oh yes, the other line is with Sky. Apart from poor broadband speeds at this end of the village :mad: it works; even with a non-Sky router

sabelu

jtzt wrote: »

Wow! I thought that BT wasn't supposed to be bad for customer service... Then I found this forum.

I've spent the past 4 years with TalkTalk (2 lines) but moved 1.5 miles (same exchange as it's a small village) but had to switch to BT because TalkTalk can't supply me at the new address (same exchange remember...)

OK so this is probably down to the number of connections on the BT hosted switch and I guess TalkTalk aren't good at maths (disconnect 2 lines means you can re-add 2 surely???).

So much for freedom of operators; I had a choice of Sky and BT; neither as cheap as TalkTalk or PlusNet :mad:

Anyway. Switched to BT as I wanted to move one of the numbers (TalkTalk said they couldn't do that anyway!!! :mad:)

Here's the potted history:
> Aug 31 - Called BT and arranged to switch
> Sep 12 - Switched to BT
> Sep 12 - Called to arrange "Home Move" - agreed as Sep 21
> Sep 21 - BT Engineer arrives to install new line; aborts as not trained to go up poles or underground
> Sep 21 - 2nd BT Engineer arrives to go underground... Aborts as rain fills the road box...
> Sep 22 - 2nd BT Engineer returns; phone line works but on temporary number (no Broadband)
> Sep 23-28 - Multiple calls to BT; transpires that number move was cancelled by 2nd BT Engineer and therefore broadband order also cancelled... New order placed...
> Sep 29-Oct 4 - Multiple calls; original number transfer finally transfers Oct 4 but no Broadband...
> Oct 5 - BT Technical confirm "Network Fault". Engineer visit booked for Oct 12 (as I was out of the country Oct 6 - Oct 11) - Told that they would charge ME £100 if it was found to be my fault!
> Oct 12 - BT call to say Engineer visit cancelled and re-booked for Oct 16. I won't be here so not sure what they'll do. Took the day of work Oct 12 to be here... Perhaps they now owe ME £100?

"Network Fault" - BT's network? Why would they even think of charging me when they haven't completed the job of installing my ordered services? Phone works fine, Router (x 2 - tried two different ones) indicates no DSL connection... Surely this doesn't need an Engineer to visit the premises?

Stupid me paid 1-year line rental up-front (to save money); that'll be lost I guess if I try to switch to Sky (my only other option) at this time.

Oh yes, the other line is with Sky. Apart from poor broadband speeds at this end of the village :mad: it works; even with a non-Sky router

okay so you won't lose your annual line rental it will be refunded as for complaining email Gavin.patterson@bt.com (retail director) and warren.buckley@bt.com (customer service director) they have blackberry's and you get a response even on a Sunday go for it?

System

sabelu wrote: »

Seriously bombard the directors its the only way!!!!!! BT vision is a joke at the moment they need to know the public feeling recordings are inconsistent and channels disappear

Thank you will do this, hopefully I will get a better response.

dervid

I have had problems for over the last 4weeks now, no one will take any ownership, surprise surprise! All you get is a call centre in India. I managed to get call centre in UK however they transferred me to India and the carosel continues!!! Have called over 14 times and still no resolution, I have called the executive complaints manager on his mobile, the number is xxxxxxxxxx if no call back his number and his bosses number will be on here in 24 hours!!! I will give you 1LAST chance BT( that is a joke as well, British Telecom and no customer service in Britan?????) call me to resolve my complaint or I will go to watchdog , off com, money box Facebook and twitter to name but a few!! I won't hold my breath.

pawlala

dervid wrote: »

I won't hold my breath.

If you're expecting BT to pick up messages from a public forum, I doubt they will be either.

lovinituk

pawlala wrote: »

If you're expecting BT to pick up messages from a public forum, I doubt they will be either.

There is an official BT rep who has been posting in this very thread!

sabelu

sabelu wrote: »

[EMAIL="warren.buckley@bt.com"]warren.buckley@bt.com[/EMAIL]

Customer services director

[EMAIL="alex.green@bt.com"]alex.green@bt.com[/EMAIL]

Bt vision director

[EMAIL="Gavin.patterson@bt.com"]Gavin.patterson@bt.com[/EMAIL]

Retail director

Give them all a broadside shot Bt are seriously under performing on service and customer service.

Escalate high reach for the sky thats what i say.... they are seriously underperforming

sabelu

Hello

We're sorry if you're having trouble watching some of your BT Vision recordings. Because Freeview have been making regular changes recently, some programmes might not have recorded properly.

What you need to do now
If you've had problems with your recordings, restart your BT Vision+ box™ by holding down the standby button for five seconds.

There are more Freeview changes coming up – tonight and on 17, 24 and 31 October. So switch off your BT Vision+ box at the mains overnight both tonight and on these dates. You won't be able to record anything while your box is off. If you forget to switch your box off, you may get the same trouble with your recordings and might have to restart your box again. Go to bt.com/visionhelp for further information.

We're working hard to solve this as quickly as we can – we'll let you know once it's fixed.

Thanks,

Warren Buckley
Managing Director, Customer Service

BT_company_representative

Hi dervid

I have just seen your post and would be happy to look into this for you, just checkout my profile section were you will find my contact details

Regards David