BT Complaints & Escalation

jtzt

sabelu wrote: »

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?

Thank you.

Immediately after posting this, I followed the link from the official "BT Forum Member" as dotted around this thread.

I received a phone call from Connor in the BT Customer Care team on the Monday and as the Engineer was due to visit on the Tuesday, we agreed "no action yet".

The Engineer did fix the fault on Tuesday (2.5 hours - it took so long because he didn't have a tool to connect me to the right switch - a cost of £130 - and so had to wait an hour for a colleague to arrive...).

Anyway, when Connor phoned me on Wednesday, all was working. 8Mb connection.

Conclusion? Post on the forum, follow the links to the BT web site and post there. Good luck...

BT_company_representative

Hi

It is strange that you have not had a response following your e-mail to him, if you could send me your details via the link in my profile section I will gladly look into this for you.

Regards David

esmecullen

BT_company_representative wrote: »

Hi

It is strange that you have not had a response following your e-mail to him, if you could send me your details via the link in my profile section I will gladly look into this for you.

Regards David

UPDATE:

After speaking to David just now................ the issue has been finally resolved satifactorily............... Many thanks

Aberfoyle1

I have been a BT customer for the last 26 years in business and personal and I am now on the verge of cancelling all of my BT accounts because of a £99 charge which I think is unfair.

I moved house last January and had an issue with the broadband speed. When I phoned about it the BT representative asked me to unscrew the bt faceplate and when I did one of the wires came loose.
The rep arranged for a BT engineer to call round and sort out the broadband speed and also to fix the upstairs socket where the broadband router was originally situated Anyway the BT engineer came out and fixed the main socket in the lounge but unfortunately did not fix the upstairs socket. I did not chase it up as the socket was not needed. However in July we did need it and so I contacted BT explained the situation and they sent out an engineer to fix it.

I was surprised to notice that I had been charged £99 for this and thought it was an oversight and a simple phone call to BT would sort it out. I was very disappointed that after the phone call BT refused to credit the £99 even though it was BTs fault that the socket was damaged because I was told by the BT representative over the phone to take the socket off the wall back in January. BT told me they were only responsible for were the BT comes into the house not the upstairs socket and no end of me saying that it was under BTs instruction that the faceplate was removed and the wire came loose.

So I thought if I phoned BT and explained that because of this I would cancel my business phone lines broadband and ISDN2 lines unless they would see sense. This did not make any difference and this BT representative said there was nothing she could do as she was BT business and this issue is BT residential.

I find very frustrating that I can not have a sensible with someone at BT regarding this.

asgerd

Here's my sad story, still unresolved.

I was late paying a bill (no d/d set up because of exactly the issues raised) - which is just (a lot) for a phone line, as no broadband packages are available where I live (which is another story) so a part-restriction was applied, can't phone out. Anyway, paid up in full, plus the current bill, on 9 October. Meanwhile I had arranged on 2 October to cancel the line as I am moving abroad at the end of the month, involving leaving the property on 26 Oct, the day on which the service should terminate (though I am paying up to 2 Nov.)

Not sure when the part-restriction went on as I was on shifts and not using the phone. Should have lifted automatically by 11 October. It's still not lifted, I've been told 6 times that "oh yes, we can see what's happened, I'll do a manual reconnection and you'll be on in 24 hours." No one will entertain me until 24 hours after that, at which point I try to explain again in the vain hope that someone will dig a little deeper; I get various responses, including 'promises' about reconnecting, and phoning back to check, none of which materialises. At one stage I waited three days for an engineer's check as one rep thought it was a fault - no fault, we're back to this restriction business (as I told them). This morning someone did apparently understand but I'm still not on and in the interval I've had an email in response to one I sent through the website a few days ago, saying "I can see you're back on now, sorry about the inconvenience" - but I'm not on, and ringing now I get the usual "nothing to say until the 24 hours is up".

So I've been without service for two weeks - at the crucial time when I'm moving abroad and have a thousand things to organise (and I'm in the sticks with no mobile signal here). Via that email I've been offered compensation of £8, which I'm not accepting - this is more serious than that. I'm leaving here in 3 days and there's hardly any point in connecting me if it doesn't happen tomorrow - but the impact has been huge. People I'm not going to have a last conversation with, and so on. Not to mention spending an hour a day on this.

Is this a deliberate policy, cutting me off as I'm leaving anyway, just in case I fail to pay any last charges? I said as much to several of the many people I spoke to and one unguarded response suggests that it might be, and I've been told the restriction dates from the same time as my cancellation order. Or is it just complete lack of concern when they fail to provide a service the customer is paying for?

I will be harassing BT for some compensation but the damage has been done.

UPDATE:

Further on this sad little story - the 24 hours is up so I'm allowed to speak to BT again. Still no change, I am still restricted, despite Liam yesterday assuring me that he could see what the problem was, that a manual reconnect wasn't sufficient but he would do whatever it was that was needed and I would be connected by the end of the day.

So just now, at last, someone (Rahul?) looks at it properly and announces that because there is a cancellation order on the line, that will always override the manual reconnect order - which it's obviously done about 8 times now.

So if you give a month's notice and then have a restriction (although now I'm not sure that the restriction was due to a late payment - on reflection it wasn't that late, and I'd had no reminder call) they cannot or will not reconnect you. I'm told I can either lift the cancellation (thereby committing myself to another month) to have the service reconnected, and then cancel again - or claim this month back after my final bill (which should be £0 as I haven't been able to make any calls). And it's taken a dozen phone calls to establish this... if I'd known this at the beginning of the month I might have gone with the first option.

Raging.

BT_company_representative

Hi asgerd , Aberfoyle1

I have just seen your post and would like to look into this for you, if you checkout my profile section you will be able to find my contact details. Regards David

wob_3

Quick update...

We have had some refunds back on our account now thanks to contacting Ian Livingston (CEO of BT) directly... Search for him on google and you can soon find his email address... that said most of BTs staff have email addresses that are firstname.lastname@bt.com, so I think you might be able to work that one out.

Unfortunately, we are still waiting on a deadlock letter that was promised us at the end of August... I know the post can be slow, but not THAT slow!

Warren Buckley has been absolutely useless and only managed to reply to any messages sent to him after we contacted Ian Livingston.... Even then he was no help at all.

whilst we have received some credits from BT, they nowhere near cover the losses incurred as a result of their terrible service, so we are going to address the issues to the ombudsman instead...

wob_3

Well, I emailed Ian Livingston directly again last night. Lo and behold this morning I receive a copy of the deadlock letter by email.

To anyone having issue with BT service and support, the only person who seems to motivate the staff to do what they promise is Ian Livinston.

Right... Now to contact the ombudsman....

Rayw_2

Unbelievably bad is all I can say about BT.

I don’t normally post on website forums but my experience of BT is so bad I just want to warn others, don’t be fooled.

30 Sept I order BT line and Infinity package through Quidco. Full confirmation of order including payment of rental in one payment and call plan –unlimited anytime calls at a very good price. Quidco offeres £75 cashback and £25 sainburys voucher which attracted me to go with BT.
Order confirmation received by email.

1 October receive letter re transfer of phone.

16 october phone line transferred Mac code requested.

17 oct receive advance payment bill for monthly payments – strange as I’d requested a single annual payment.

21 Octeber phone in to give mac code- told I have not ordered broadband. Asked to give my details again. Tell them what I ordered on 30 sept. 1 hour spent on phone

22 october receive confirmation letter with a new order number stating my line will be transferred on 7 nov, and broadband on same date. No annual payment, no call plan which were on my original order.

25 oct Contact Quidco and told that if there is a new order placed on a different date I don’t get my cashback. That’s £100 gone!

28 october, spend 2 hours on phone trying to sort this out. No one can help, they say Quidco is nothing to do with BT .I’m told the call plan that disappeared off my order is not available at that price. One almost helpful employee promises to get me the cashback or arrange to return me to BT but after a string of emails doesn’t respond any more when I ask to leave BT.

2 Nov, another hour on phone, no progress again, I can’t take any more and ask to cancel order and return to O2. Told they will phone back on Monday.

5 Nov, no call so ring BT, very sympathetic at first –say I can cancel broadband if I ring tomorrow. My offer to email them the original order is refused. They insist I only ordered a phone move on 30th Sept not broadband.

When I ask about the phone contract they become very awkward saying I will have to pay ludicrous penalty charges to leave BT. They insist the terms and conditions allow them to change my order, when asked where it says this they point to a clause that says broadband may be incompatible with some equipment!

They refuse to answer my questions about the errors made and just keep repeating that I signed the terms and conditions so I cannot leave without paying penalty charges. Another hour on phone.

I suffer from Parkinson’s disease and depend upon my phone and internet. I am concerned that these people are going to have my service cut off if I don’t give in to their demands. I was really shocked that BT would get involved in using Quidco offers to rip people off. They certainly fooled me. Does anyone know how I get away from this dreadful organisation?

FrancescaDM

It is really unbelievable and unacceptable that AS Customer we are in the middle of a dispute between China Telecom and BT Italia, just because no one of them wants to take the responsibility (and THE CHARGES!) to substitute a malfunctioning NTE modem!! And more over, It is really unbelievable that this issue is protracting for months and months, meanwhile we are paying the bill without having an active MPLS connection! I escalated already all levels, and no-one is taking care about my issue!
BT where is the service for which we are paying?!?!?!?!