BT Complaints & Escalation

Iratus

Thank you David - I will definitely try to contact BT via that form.

I did actually (after numerous tries) managed to get through yesterday to speak to a member of Customer Services - who after being on the phone with for about 20 minutes, could not give me a reason for why the engineer did not turn up.

Worst still, he suggested that after having spoken to his manager, that as my new flat already had a socket in place, that no engineer would be necessary and that they can simply "activate" the line from Monday. If this was the case, why wasn't my line activated right away rather than me having to wait for 3 weeks for the engineer to come out?

I have since spoken to the aftercare team from the building company and also to several other people in my building who told me that the engineer definitely has to come out to set things up and test the lines etc - so clearly I was just given a story just to get me off the phone!

gazzebo69

Iratus wrote: »

Thank you David - I will definitely try to contact BT via that form.

I did actually (after numerous tries) managed to get through yesterday to speak to a member of Customer Services - who after being on the phone with for about 20 minutes, could not give me a reason for why the engineer did not turn up.

Worst still, he suggested that after having spoken to his manager, that as my new flat already had a socket in place, that no engineer would be necessary and that they can simply "activate" the line from Monday. If this was the case, why wasn't my line activated right away rather than me having to wait for 3 weeks for the engineer to come out?

I have since spoken to the aftercare team from the building company and also to several other people in my building who told me that the engineer definitely has to come out to set things up and test the lines etc - so clearly I was just given a story just to get me off the phone!

It seems that it doesn`t matter if you are leaving BT, or joining them, the customer care is still the same, they rep on the phone will say anything to make you think something is going to happen when it is not. For the customer reps on here, why does this appear to happen so many times, leaving BT and getting a final bill should be so simple, the same as joining BT and getting set up, should be so simple. BT, you have a serious issue with your customer care, and a serious issue with you communication between departments and functions. I left BT because it just became way too expensive. I would have contemplated re-joining if a deal became available in the future that made it affordable, but I don`t think I could take the risk again.

Is it really that hard to treat customers fairly, openly and with honesty.

Iratus, can`t you get out of your contract with BT because of poor service, get your money back and go somewhere else?

pen1

I ordered telephone & Fibre Broadband online (transferring from Sky).

BT asked for a MAC Code. As I was on LLU I contacted BT to point out that a MAC Code was not required.

At this point I discovered that BT had cancelled my order, because they cannot do a Fibre to Fibre transfer when the telephone line is a "win-back" from another provider. I need to order a standard broadband package first, then upgrade later to Fibre!

Why would I bother? By cancelling my order they effectively cancelled the £50 cashback that I would have been due for going via Quidco.

Even were I to re-order online, the standard broadband package I'd have to order would gain me a £25 incentive (Sainsbury's voucher) instead of the £50 incentive for ordering Fibre.

BT may ignore these issues when cancelling online orders, but I'm not willing to and by default, appear to be staying with Sky.

Iratus

gazzebo69 wrote: »

It seems that it doesn`t matter if you are leaving BT, or joining them, the customer care is still the same, they rep on the phone will say anything to make you think something is going to happen when it is not. For the customer reps on here, why does this appear to happen so many times, leaving BT and getting a final bill should be so simple, the same as joining BT and getting set up, should be so simple. BT, you have a serious issue with your customer care, and a serious issue with you communication between departments and functions. I left BT because it just became way too expensive. I would have contemplated re-joining if a deal became available in the future that made it affordable, but I don`t think I could take the risk again.

Is it really that hard to treat customers fairly, openly and with honesty.

Iratus, can`t you get out of your contract with BT because of poor service, get your money back and go somewhere else?

gazzebo69 - I worry that it'd be just as much of a hassle to try and cancel this contract and to get my money back - based on all the previous posts that BT seem to be more than happy to take payment right away but that it'd be a nightmare to get your money back!

skm85

I moved house (3rd time this year - which is bad enough) 4th December. I booked my BT phone home move somewhere mid-November and was given an engineer date of 20th December, so yesterday. No one turns up, can't reschedule appointment on website as no reschedule button - website just returns to intial order tracking log in, and time given to call is 8am to 9pm but shuts at 8pm!

Got through to customer services on my mobile this morning and no explanation can be given as to why engineer was a no show, and no engineer appointments until 23rd Jan! So that will make it 8 weeks without a phone, in a new house where I can't get a mobile signal downstairs. Have tried tweeting BTCare but have had nothing so far. If I email a CEO etc. am I likely to actually get anywhere? The thought of having no phone/internet over Xmas is pretty upsetting.

gazzebo69

skm85 wrote: »

I moved house (3rd time this year - which is bad enough) 4th December. I booked my BT phone home move somewhere mid-November and was given an engineer date of 20th December, so yesterday. No one turns up, can't reschedule appointment on website as no reschedule button - website just returns to intial order tracking log in, and time given to call is 8am to 9pm but shuts at 8pm!

Got through to customer services on my mobile this morning and no explanation can be given as to why engineer was a no show, and no engineer appointments until 23rd Jan! So that will make it 8 weeks without a phone, in a new house where I can't get a mobile signal downstairs. Have tried tweeting BTCare but have had nothing so far. If I email a CEO etc. am I likely to actually get anywhere? The thought of having no phone/internet over Xmas is pretty upsetting.

The CEO is the only way to go. Ridiculous service. Maybe if the CEO was to get enough of these complaints, then they might just listen, dump the employees that cant be arsed and keep the ones that can, or maybe just, maybe, they may change their totally inept processes to something that is much more customer friendly.

Ian Livingstone is the guy you need to direct your complaint to.


Good luck.

BT_company_representative

Hi skm85

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

minisandfords

This does not fill me with confidence! BT failed to up to connect by broadband yesterday. I spoke to various reps from the Indian call centre who told me an engineer would ring and install today. Having rung up this morning I discover they don't even work weekends, so I wil now not have Internet over Christmas. Thanks BT for ruining our Christmas as we bought and IPad which is now useless as we can't even get open zone. Utter crap.

minisandfords

Just sent details to rep on forum. Has CEO's email been removed- can't see it?!

mikes1711

Merry Christmas everyone!

I'm also a victim of BT's propaganda (Infinity). This is a rather long story so apologies for that: I moved home on 23rd November. On 8th, aiming to give as long notice as possible, I informed Virgin Media about the new house that I had bought and asked to transfer the services so that on 23rd when I move in all is up and running. Well, Virgin didn't turn up on 23rd of Nov, I had to call them only to discover that the construction team couldn't get a dig ticket from the council to lay fibre in the ground and connect it to my property. New installation date was set on 5th of Dec. On the day 3 ingeneers turned up, however they were not the construction engineers who were supposed to run the cable, they were the 'home installation team'. Not surprisingly they told me: sorry you seem not to have the fibre installed as we can't see the termination in front of your house, we can't do anything. I called Virgin again, totally frustrated and was given a new installation date of 13th. That was later swiftly changed to 20th for the same reason: no fibre in the ground yet.
So at that point I decided to switch to BT and it turned out it was the biggest mistake I could possible make. The BT CR sold me a bundle, took a yearly line rental fee from my account via DD and assured me I can transfer my existing phone number to new property even though I was not living at the old property at the time when I was placing the order with BT.
I was told that on 24th the phone, bb and youview will be installed. On 21st I got a call from CR saying that my number cannot be transferred because it's no longer active and it got put back into the number pool owned by Virgin. That was simply ridiculous. I complained that whoever took my order had assured my everything was going to be fine. I was told that the only way to proceed was to cancel my order for 24th of Dec and place a new one. After a long call I got a date of 21st of January!! I couldn't believe that. I asked BT if they realise why I decided to switch to them in the first place and now as a result of their negligence and incompetence myself and my family will be having a dark and dull Xmas and New Year. I was told that they will look into it and try to accellerate the deployment of my order. Well, today I got a text saying that BT cannot complete the installation on 21t of Jan and I should expect a call on 22nd to advise of the new installation date! At this point I didn't know wether to laugh or cry- a truly grotesque situation.
I now feel I have no other option but to go back to Virgin and beg for forgiveness...