BT Complaints & Escalation

gazzebo69

All these complaints follow a very similar pattern, BT seem to know that they are over-charging you by pretending they do not have the cancellation notice, house move details etc etc etc, the list is endless. This is not something I have had to do before, ever, but I had so many people warn me, so I cancelled my direct debit before BT had chance to take out my final payment, so glad I did because I would have been chasing about £70 they would have owed me. I have never in my life had to do this with any other company, but with BT it is a must.

So I urge you all, when you end your contract with BT, cancel the DD, wait for the final bill, if you agree, pay it, it you dont, dispute it and dont pay until BT get it right.

To put it into perspective, I change energy supplier and it went like clockwork, no overpaying, no messing around, just nice and simple.

Shame really because my broadband service with BT was pretty spot on, very reliable, just poor customer service. Only moved because it was just way too expensive for someone who uses about 5GB a month just general internet use.

Cancel your DD, let BT chase you for the money rather than you chase them for money they owe you because BT do not give it back so easily.

Good luck

mungo_one

Since August this year I have had an unreliable broadband service from BT, after signing up as a new broadband/telephone customer in July 2012 on the promise of 2.5 Mbps. At times the orange hub light shows and there is no connection, whilst at other times the speed is down as low as 0.2 Mbps. I have been in constant contact with the “customer services” department both at Level 1 (when the operative reads from a script and suggests the same things to try each time – all to no avail I must add) and at Level 2. We have had three engineer visits so far and each time the engineer leaves the speed is up to around 2 Mbps, but within a few hours it drops back down to below 1 Mbps. A fourth visit is booked for the week after this, meaning yet more time off work to wait in for the visit and loss of my service.
The Level 2 operatives consistently fail to return my promised calls, using a range of excuses, and I have no faith in their competence to resolve my low connection speed, or in their ability to tell the truth. I need broadband for when working from home and this is not being delivered by BT, and I have advised them I wish to terminate my contract as BT are not providing the service I am paying for. This is met with a curt remark that they will not allow me to do this since I have paid my line rental in advance for the year. I just want to leave and will take this further if I have to. I have records of the issues I have faced with BT and I know I will win, but I just wish I had read the comments on this forum prior to signing up for the year as I have better things to do with my time!

sabelu

mungo_one wrote: »

Since August this year I have had an unreliable broadband service from BT, after signing up as a new broadband/telephone customer in July 2012 on the promise of 2.5 Mbps. At times the orange hub light shows and there is no connection, whilst at other times the speed is down as low as 0.2 Mbps. I have been in constant contact with the “customer services” department both at Level 1 (when the operative reads from a script and suggests the same things to try each time – all to no avail I must add) and at Level 2. We have had three engineer visits so far and each time the engineer leaves the speed is up to around 2 Mbps, but within a few hours it drops back down to below 1 Mbps. A fourth visit is booked for the week after this, meaning yet more time off work to wait in for the visit and loss of my service.
The Level 2 operatives consistently fail to return my promised calls, using a range of excuses, and I have no faith in their competence to resolve my low connection speed, or in their ability to tell the truth. I need broadband for when working from home and this is not being delivered by BT, and I have advised them I wish to terminate my contract as BT are not providing the service I am paying for. This is met with a curt remark that they will not allow me to do this since I have paid my line rental in advance for the year. I just want to leave and will take this further if I have to. I have records of the issues I have faced with BT and I know I will win, but I just wish I had read the comments on this forum prior to signing up for the year as I have better things to do with my time!

contact ian livingston ceo

oaprut

Have lost rack of the number of times I have used the instant chat service - what a misnomer that is! Maybe I should sent BT dictionary so they can look up the meaning of service; they obviously dont have the a clue! Like someone else I have changed energy suppliers/insurance companies/banks with no bother whatsoever; no over charging, no holding onto my money just smooth, good service. Can only think of BT as a lot of crooks. I have certainly told everyone I know how awful they are and warned them off using them. Should cancelled dd as advised on this forum but unfortunately for me I didn't. Will I ever get my money back?

DrRogerRam

Just to say thanks for the CEO's address. I've just emailed him about our phone line not working since 29 November with constant promises of repair online & from the Indian call centre staff that are not honoured.

Minor detail compared to some here, but nonetheless extremely irritating & frustrating!

BT_company_representative

Hi guys,

If any of you are still having problems with your BT services please feel free to send in your details and we will look into this for you. Our contact link is on my profile page.

Thanks,

Stephanie

oaprut

Thanks to whoever posted chairman's email address. Fantastic - had same day contact with someone in the UK who phoned when arranged and agreed refund plus £10 for my trouble. Why on earth aren't the overseas call centre staff better trained? These sort of complaints shouldn't get anywhere near the chairman. His email did say that they have very few complaints (yes really) but surely this should mean they are handled promptly and properly. Their only excuse for the poor service is that they don't have enough staff to cope with a large number of complaints.

DrRogerRam

DrRogerRam wrote: »

Just to say thanks for the CEO's address. I've just emailed him about our phone line not working since 29 November with constant promises of repair online & from the Indian call centre staff that are not honoured.

Minor detail compared to some here, but nonetheless extremely irritating & frustrating!

Hi,
Thought I'd provide an update-within minutes of the email being sent I got a reply from him to say sorry & my complaint had been passed to his service team, next a named service team member promised to contact the engineers & contact me again the following day (Saturday) & the final email was a reply (finally!) to my original email of complaint.

The following day an Openreach engineer rang to say he'd fixed the fault, called & left a card just to check all was now OK. I've now had calls back from everyone checking all is OK & a credit of a month's line rental. The chairman's service team member said they were making sure the Indian call centre staff got more info from the engineers so there would be less complaints.

When stuck contact the CEO is what I've learnt :A

Iratus

I just wanted to post this as a warning to anyone even thinking about joining BT. I recently bought a new flat and wanted a landline. Virgin Media was not available in the area and so I decided to join BT despite reading the horror stories about engineers not turning up and BT charging for their own errors.

Silly me thought oh well surely it wouldn't happen to me! But I was completely wrong!

I signed up online 3 weeks ago and paid for a year's line rental - a payment that was taken from my account right away. The engineer was supposed to turn up today and I've had to take the day off work to accommodate this. Even yesterday I had two texts to remind me that the engineer would show up between 8am and 1pm. Guess what - nobody turned up and not even a call to explain why. I waited around the whole day for nothing.

This is utterly unacceptable and I'd like to urge everyone who is considering signing up to BT to not bother - it's just not worth the hassle!

BT_company_representative

Hi Iratus
I would like to look into this to see what is happening, just checkout my profile section were you will find my contact info
Regards David