BT Complaints & Escalation

sabelu

After an ongoing fight with Warren Buckley I have today been contacted by Ian Livingstons office and have successfully been released from BT without any penalties.

IT DOES PAY TO COMPLAIN - BE TENACIOUS:D

BT_company_representative

Hi Rayw
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

isamog

We have a problem with BT, I have put up a forum, I hope someone can help us..they just do not want to listen..xx

[Deleted User]

Returned from holiday with my mum this week to find her phone not working.

Raised a fault and told on automated call and later by call centre that no line fault. Engineer could visit but would be charged £99 if it was our equipment. Ok I said since I'd done all the tests. Engineer booked for next afternoon (sounded like a good start). I booked the afternoon off work for the 1-6 appointment range (expensive for me as I work for myself) as my 80 year old mum would not be confident dealing with a BT engineer on her own.

Waited with her all afternoon (aren't Dave and ITV 3 great?) No show from BT.

Called the fault line. Automated update said that fault outside the property and due to be fixed by 15th. Went through to call centre who said I'd been called on my mobile to tell me they wouldn't be coming. This was not true. All other calls and voicemails to my mobile worked fine - nothing from BT. I then explained that my mum was 80 with health problems and lived alone. The operator then agreed to raise it as an emergency and that I would be called within 4 working hours (this was at 7pm yesterday) and that the fault would be resolved within 24-48 hours without needing to visit the inside of the property.

No call this morning.

Called 151 again. Left all details on queuebuster ring back service. Received a call back from someone and had to give all the details again. Placed me on hold for 6 mins and then came back and said that the call had been passed to the "welfare" team but that they had not heard back from that team.

BT -"You should get a call within 3-4 hours"

Me - "you've not kept any promises so far, I don't have any confidence in this"

BT - "no, you should get a call today" (the timeline is slipping already)

Me - "how do I speak to someone to escalate a complaint?"

Lots of resistance at this point, but eventually agrees to have his supervisor call back in 30 mins. Still not called.

Anyone know how I can speak to a human with a name who can deal with what should be a simple matter?

I'm having to go and buy a mobile phone now for my Mum (she's always refused to have one, but she is currently completely cut off so will have to have one until we get this sorted).

Thanks for any suggestions.

BT_company_representative

Hi stuart_b

I have just seen your post and would like to look into this for you and your mother to see what is happening. Just checkout my profile section were you will find my contact details.

Regards David

lovinituk

stuart_b wrote: »

Returned from holiday with my mum this week to find her phone not working.

Raised a fault and told on automated call and later by call centre that no line fault. Engineer could visit but would be charged £99 if it was our equipment. Ok I said since I'd done all the tests. Engineer booked for next afternoon (sounded like a good start). I booked the afternoon off work for the 1-6 appointment range (expensive for me as I work for myself) as my 80 year old mum would not be confident dealing with a BT engineer on her own.

Waited with her all afternoon (aren't Dave and ITV 3 great?) No show from BT.

Called the fault line. Automated update said that fault outside the property and due to be fixed by 15th. Went through to call centre who said I'd been called on my mobile to tell me they wouldn't be coming. This was not true. All other calls and voicemails to my mobile worked fine - nothing from BT. I then explained that my mum was 80 with health problems and lived alone. The operator then agreed to raise it as an emergency and that I would be called within 4 working hours (this was at 7pm yesterday) and that the fault would be resolved within 24-48 hours without needing to visit the inside of the property.

No call this morning.

Called 151 again. Left all details on queuebuster ring back service. Received a call back from someone and had to give all the details again. Placed me on hold for 6 mins and then came back and said that the call had been passed to the "welfare" team but that they had not heard back from that team.

BT -"You should get a call within 3-4 hours"

Me - "you've not kept any promises so far, I don't have any confidence in this"

BT - "no, you should get a call today" (the timeline is slipping already)

Me - "how do I speak to someone to escalate a complaint?"

Lots of resistance at this point, but eventually agrees to have his supervisor call back in 30 mins. Still not called.

Anyone know how I can speak to a human with a name who can deal with what should be a simple matter?

I'm having to go and buy a mobile phone now for my Mum (she's always refused to have one, but she is currently completely cut off so will have to have one until we get this sorted).

Thanks for any suggestions.

This is typical BT. Broken promise after broken promise interspersed with lies and mistruths. It really shouldn't come to customers having to post about it on forums to get something done. I hope you can get it sorted.

BT you should be ashamed!

[Deleted User]

BT_company_representative wrote: »

Hi stuart_b

I have just seen your post and would like to look into this for you and your mother to see what is happening. Just checkout my profile section were you will find my contact details.

Regards David

Thanks David, I've just sent a message through the contact form. Still no word from customer services or the emergency team.

rachel30_2

I am so pleased that we're not alone!! My mum is at her wits end, she moved to BT (god knows why) a few months back and has now been without internet and a phone for over a month. She has called and called and in the end, they sent a technician round. He said that he couldn’t understand why it wasn’t working and left. She has been calling and calling and no one is helping her and keep insisting that they will call her back on her mobile which they never do. She has spent so much money on her mobile phone calling them on 08 numbers which hasn’t helped. To top it all off, they sent her a bill for the past month which she refused to pay (obviously) and they sent a threatening letter saying that they would cut her off. SHE ALREADY IS!! I’m going to attempt to call them myself tomorrow but wondered if anyone knew what the solution was? I hate seeing them do this to her as she's now getting really upset about it all and not getting anywhere.

Thanks in advance.

[Deleted User]

Sounds like we're lucky compared to most on here. I received a call on Saturday from a UK-based person who told me that the emergency/welfare team had now accepted the call and it would be addressed within 24 hours.

The 'phone fault was fixed by an engineer who visited yesterday. They also spoke with my mum and called/texted me to let me know.

I never received a response to my email to the BT contact on here specifically but they may have had a hand in chasing it perhaps.

My experience with the engineers who deal with faults has always been good, it just seems to be BT's horrible processes, systems and overseas call centres which cause so any difficulties.

Regards
Stuart

BT_company_representative

Hi rachel30

If you send me over your mums details via the link included in my profile I will gladly look into this and get things sorted.



Regards David