BT Complaints & Escalation

jjameswalk

Can I break the contract for breach of service? Wanted to express my exasperation with BT Broadband. A week after taking out a new Broadband contract I have had major issues with connectivity. Trying to get a new router from them for over 10 days now. Their service is pants! First they got me to reset it and wait 24 to 48 hours for it to settle down x 2!. Then they send me a 2nd hand refurbished router V2.0 that has the same fault as the original one. Then they tell me that they can't supply a V3.0 router as it is not WiFi enabled, a blatant lie!!! Then I get told Wed last week that a 'new' router will be with me on Friday. It arrived today, 4 days late, and the ruddy thing still doesn;t work!!! AAARRRRRGGGGGHHHHHHH

Each time I call it takes between 30 and 60 minutes. Each time I have been assured that a BT Customer Rep will call me to resolve the issue and see it through to resolution. No calls!!!! Now waiting for a new V3.0 Router that is promised for delivery tomorrow. 11 days without Broadband. On top of this, there is Fibre to the cabinet 500 meters away from our house, BT won't be connecting it up to our house for another 6 to 10 months!!!!!!!! Having to suffer at the end of a copper line with contested access that is no better than a 128K modem at peak times!!!

jjameswalk

David, can you help me? Can I break the contract for breach of service? Wanted to express my exasperation with BT Broadband. A week after taking out a new Broadband contract I have had major issues with connectivity. Trying to get a new router from them for over 10 days now. Their service is pants! First they got me to reset it and wait 24 to 48 hours for it to settle down x 2!. Then they send me a 2nd hand refurbished router V2.0 that has the same fault as the original one. Then they tell me that they can't supply a V3.0 router as it is not WiFi enabled, a blatant lie!!! Then I get told Wed last week that a 'new' router will be with me on Friday. It arrived today, 4 days late, and the ruddy thing still doesn;t work!!! AAARRRRRGGGGGHHHHHHH

Each time I call it takes between 30 and 60 minutes. Each time I have been assured that a BT Customer Rep will call me to resolve the issue and see it through to resolution. No calls!!!! Now waiting for a new V3.0 Router that is promised for delivery tomorrow. 11 days without Broadband. On top of this, there is Fibre to the cabinet 500 meters away from our house, BT won't be connecting it up to our house for another 6 to 10 months!!!!!!!! Having to suffer at the end of a copper line with contested access that is no better than a 128K modem at peak times!!!

BT_company_representative

Hi jjameswalk

I can gladly look into this for you to see what is happening and get it sorted out for you. Just check out my profile section were you will find my contact details, send your details over to me and I will be In touch.

Regards David

Diva1972

It is truly depressing that this company is still in existence. We moved from BT in July because our broadband was constantly down. They have admitted to us several times in writing that they owe us money (only £44 but still) but their billing team keep getting it wrong and they have incorrectly demanded £103 that hasn't been corrected (as requested). Now they have instructed debt collectors! I am not convinced that there is one competent person in that organisation. The Ombudsman seems to be completely toothless. Do I really have to involve the media to achieve a resolution?! I am sick of wasting my time dealing with BT, now I have to put up with debt collectors calling my mobile. They are a disgrace.

BT_company_representative

Hi Diva1972

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

cdj

I'm sorry for the rant that's about to follow, but at my wits end as to what to do....
I signed up for the 12month line saver from BT last year, and it expired on the 9th Aug 2012... Soon after signing up I received a letter from them saying that to avoid being charged £1.50 a month (as my talk package was with Sky) I needed to make x amounth of calls each month using the prefix 1280.... After a couple of months of doing just that I saw that I was being billed by direct debit for that £1.50. So I phoned them in Nov 2011 to find out why this was happening and got told by the customer service rep that it was an old prefix, she's not sure what the new one is but she will send me out the info regarding which prefix I have to use.... Needless to say that didn't happen so my only option was to cancel my direct debit till they give me the correct info. So come August 2012, I've put my house on the market and I want to cancel my line seeing as my 12 month contract is up and I'm moving. They refuse to close my account till I've paid the outstanding amount, which by then had gone up to somewhere around £20 somehow :mad::mad::mad: Not happy to do so, till they've explained why. Sept 2012 and my house is sold and I have my moving date. Phone Bt... Bill has gone up to over £40 no explanation why....Tell them I'm moving on 22 Sept and all they do is put a block on my line so no calls can be made....Get a new letter from them dated 4th Nov 2012 come through my redirection service.. Bill up to over £70!!!!! So I've just phoned them again now...All I get from very rude woman is either I pay the bill or they send debt collectors!!!:mad::mad::mad: What do I do now? They are charging me for goodness knows what, seriously I have no idea how they get to their bills in just over a month of me not even living at the address and the line being blocked they've accrued almost £30 in charges???

Please someone I need advice I don't want to get chased by debt collectors but I'm not paying a ludicrous amount of money for no reason to a company who's just been screwing me around wasting literally hours of my life being on the phone with them!!!

gazzebo69

cdj wrote: »

I'm sorry for the rant that's about to follow, but at my wits end as to what to do....
I signed up for the 12month line saver from BT last year, and it expired on the 9th Aug 2012... Soon after signing up I received a letter from them saying that to avoid being charged £1.50 a month (as my talk package was with Sky) I needed to make x amounth of calls each month using the prefix 1280.... After a couple of months of doing just that I saw that I was being billed by direct debit for that £1.50. So I phoned them in Nov 2011 to find out why this was happening and got told by the customer service rep that it was an old prefix, she's not sure what the new one is but she will send me out the info regarding which prefix I have to use.... Needless to say that didn't happen so my only option was to cancel my direct debit till they give me the correct info. So come August 2012, I've put my house on the market and I want to cancel my line seeing as my 12 month contract is up and I'm moving. They refuse to close my account till I've paid the outstanding amount, which by then had gone up to somewhere around £20 somehow :mad::mad::mad: Not happy to do so, till they've explained why. Sept 2012 and my house is sold and I have my moving date. Phone Bt... Bill has gone up to over £40 no explanation why....Tell them I'm moving on 22 Sept and all they do is put a block on my line so no calls can be made....Get a new letter from them dated 4th Nov 2012 come through my redirection service.. Bill up to over £70!!!!! So I've just phoned them again now...All I get from very rude woman is either I pay the bill or they send debt collectors!!!:mad::mad::mad: What do I do now? They are charging me for goodness knows what, seriously I have no idea how they get to their bills in just over a month of me not even living at the address and the line being blocked they've accrued almost £30 in charges???

Please someone I need advice I don't want to get chased by debt collectors but I'm not paying a ludicrous amount of money for no reason to a company who's just been screwing me around wasting literally hours of my life being on the phone with them!!!

You will continue to get the same rubbish everytime you contact BT, it is pointless. For some reason when you go through to customer services, they run out of crib sheet answers or they just do not care. Now am sure there are some out there that do care, but its hard to find one.

You only option now is to email Ian Livingstons, the big cheese at BT and explain your position. I did just that and got the right result first time round. Why o why a customer service rep cannot do just that is beyond me, I mean, surely someone in this position has more time and information to hand about the customer than the Ian will have.

I feel sorry for the good customer service reps at BT, because ou have a seriouly bad bunch of them sat around doing nothing and not caring one bit.

But thanks to the CEO Office who returned my email very promptly, some of my faith was restored that someone at BT does actually care.

Email Ian Livingstons with all your facts and it will be sorted in no time. Don`t bother with Warren, he doesn`t seem to care either. The only letter I got of him was PAY UP NOW or else when I didnt actually owe anything.

Good luck.

duncw

To all those complaining.

I suggest all complaints should be directed to the CEO ian.livingston@bt.com

I doubt he want to be pestered all the time, but if we do, maybe, just maybe they might get the message that they really are incompetent.

Good luck one and all

oaprut

Wish I'd never signed up to get phone and bb from BT. Dreadful service with Indian call centres. Always very pleasant and 'helpful' but don't understand UK homes. Once asked if my bedroom and kitchen were in same building! I changed to another supplier, UK call centre, but BT took the money for the rentals even though I didn't owe it. Have spent hours trying to get it back. It isn't a large sum (£29) but it is mine and not theirs. Everyone I speak to apologises and promises 'within the next few days. A complete waste of time contacting them. Reading these posts it is obvious that some people are owed considerable amounts and if you think about how much that must be over a year and BT investing it - no wonder they wont return our money. Can't help feeling if a private person or small company behaved in this way we would all be calling them crooks! As anyone a good word to say for them?

wins1981

I have also had major problems with BT. We moved house in July. I arranged a 'house move' but was told I would need to pay for a new line. I therefore cancelled this and said I wanted to cancel with BT as I had found cheaper elsewhere.

I then noticed that another DD had been taken a month later so phoned to investigate. They said they had no record of cancellation and that the customer service rep had only cancelled the 'home move', not the contract. I explained this was not what I has asked for and that I wanted it cancelled. I was told there was a 30 day notice period. Annoyed, I stated I wanted this period to start from the date I told them I wanted it cancelling, not the date of this second phone call. They told me they couldn't do this as they call did not log that I wanted to cancel, only the home move. I disputed this again but they did not care. Incidentally, the first customer service rep I spoke to did not speak the best English, and I mentioned that perhaps they did not fully understand my request. However this was not taken into consideration.

I cancelled by DD accordingly, as this money had already been taken in advance anyway.

I then started to receive late payment letters that I only knew about as I had set up a redirection service. Perhaps I should've ignored them, but I phoned BT to sort it out. Again there had been no request for cancellation recorded so again it was '30 day's notice', and this time they also mentioned the £30 charge for 'early broadband cancellation' - first time this was mentioned but they stated it was in their 'small print'.

They asked for my new address so a final bill could be sent, and then advised me to again get in touch to get it sorted out. Stupidly I gave it to them, just wanting to be fair and get it sorted properly. They sent a final bill, totalling over £70 for the time since I told them I was cancelling! I then sent them a detailed letter explaining each charge and why I was not going to pay, apart from the £30 cancellation fee for which I sent them a cheque with 'paid in protest' written on it, as I thought that not cashing it would be a goodwill gesture on their part for the dreadful service. Today I received another demand for payment for the rest of the money. They had just cashed the cheque, not bothered to even acknowledge the rest of the letter, and again started their demands. I am furious.

What makes it all the more annoying is that I was originally cold called by BT offering me a better deal for a phone/broadband package than I was currently getting with another provider. I agreed, but then they only moved the phone line and I never got anything from them about the broadband, which increased my prices with the other provider as I no longer had a full package. BT said they had no recollection of the broadband offer so was then forced into taking it out myself online to stop getting charged more by the other company. This was blatantly mis-sold in the first place and just appalling. During the initial cold call I was also told that Option 1 broadband was completely adequate for normal internet use (10GB limit I think it was). I said I wasn't sure this was enough as we did use it a lot, and was told it would be fine. We were charged extra for going over this limit at least 50% of the time of the contract. All in all one of the worse company experiences I have had to date.