BT Complaints & Escalation

stevewhetham

Ive been a BT customer for years and now its clear that they are only interested in one thing MONEY! they charge me £130.50p a month, that's just £400 a quarter, i have asked them why the bill is so high but after working my way through numerous answer machines to speak to advisers i still don't get anywhere, so i think the only option is find a new phone provider

BT_company_representative

Hi Stevewhetham,

I can take a look at the details of your BT account for you. Please can you send me in your details using the link found in my profile?

Thanks

Paddy

brownm0435

BT_company_representative wrote: »

Hi Stevewhetham,

I can take a look at the details of your BT account for you. Please can you send me in your details using the link found in my profile?

Thanks

Paddy

Hi,I've just come across this thread and I wondering if you could please help me. I'm struggling to find the link on your profile as due to my problems with BT I'm using a dongle which has limited use in the area I've moved to.I myself have moved into a new build house in a village in Norfolk and I'm having the obvious problems with BT about getting connected. I advised BT on the 17/1/13 of our move and they gave me a date of 11/2/13 between 8am & 1pm for an engineer. On that date my partner received a call at 12.40pm advising that an engineer wouldn't be out due to problems and there was a completion date of 18/2/13. I phoned later on to complain spoke to a Manager called Atul Rawat as the reason we need the phone line is my partner and 6 month old son are under specialists at Norwich & Norfolk Hospital and also under health visitors and are on a number of medications. I explained we need the phone line as we need to be in contact with the clinitions for appointments etc. Mr Rawat went on to resolve our complaint offered 2 months free line rental and gave me his word that our line would be on by the completion date and that I would no longer need to contact BT as he said he would take ownership of our order and also provide regular updates 18/2/13 arrived and as you can guess nothing. I again rang on 18/2/13 spoke to another manager who this time said there was no update when I again proceeded to tell her the problem (sorry no name but I have call reference number) I found her to be quite abrupt and unconcerned but any said I'd be called next day (19/2/13) with update again nothing so I rang today and was told I'd be called back on 5/3/13 with an update which I then said I'll be writing to head office and BBCs watchdog as I've had enough. I've cut the story short believe it or not as I've spoke to alot of abrupt customer service members and I'm at my wits end as we need to have a phone line for my partner and sons medical conditions and it's as if BT don't give a damn.

brownm0435

Sorry I forgot to add that our mobile phones have really poor reception and the only way to boost the signal is with a sure signal box we connect to our broadband router which obviously without broadband is rendered useless.

brownm0435

@ BT customer representitive, I have emailed Ian Livingston's apparent email address with my full complaint and events if you would like me to send it to you please advise

saintscouple

I wonder if someone could tell me if/how a complaint can be escalated from the executive level complaints? I have an ongoing complaint in regards to new line installation for my disabled father in law who is now in his 5th week without a landline, the complaint has been with the executive level complaints office since 22nd Feb and we are still no nearer a resolution than when the complaint was first raised, further more the daily updates of 'no change' have ceased. I'm at my wits end, my father in law is off ill health, having the ambulance called out by a neighbour twice in the 5 weeks he's been living at the property, as he doesn't even have a stable mobile phone reception. Can anyone please advice how to esclalate this please?? thanks

brownm0435

I wish I could help. My complaint has been esculated to a Kathy Wilson @ the executive level complaints team also since 22nd Feb. Again had a completion date of 5/3/13 and was expected to be contacted today and got a last minute email which you guessed it 'Sorry no update' advised I'd be now forwarding complaint to BBCs Watchdog Kathy called to apologise and said I will receive an update tomorrow 7/3/13. If you read my posts above you can see that they are leaving me and my partner without a phoneline which we need to be in correspondance with specialists for my partner and 6 month old son and to hear that they have also done this to someone with a disability is shocking. Do they have no shame??? Also I emailed the BT customer rep on here with my experience and also I've had no response at all.

saintscouple

It is a terriable state of affairs, my father in laws original install date was the 27th Feb, and yes the person dealing with out complaint is Kathy Wilson as well..hmmm... i asked her the other day if i can escalate the complaint further as she is getting nowhere with it, to which she replied the complaint is at its highest level and cannot be escalated any further...hence why i'm at a complete lost at what to do...it seems bt blame open reach, but you're unable to contact open reach directly and have to go through bt....think i will be contacting OFCOM on advice on what i can do. I'm dissapointed Kathy didn't call me today as she said she would, she emailed me yesterday admiting that we are no further forward from the day i raised the complaint some 12 days ago!! I think i'll also phone her tomorrow and ask to speak to her manager, it's ok having someone take some ownership of the complaint, but something must be seriously wrong to be no further after nearly 2 weeks.
I hope you get your service on soon. As you've mentioned BBC Watchdog, I will also contact them tomorrow, if 2 of us can find each other with similar complaints, being delt by the same person, then i imagine there are many others out there.

saintscouple

Well been busy today, sent another email to Warren Buckley requesting further escalation, but that only prompted a reply from Kathy Wilson again, so my request has been ignored. So next step was to phone OFCOM to ask for some advice, they have registered my complaint and offered to dissolve i think she said, basically take over the complaint and chase it through to resolution on our behalf. We've taken the reference number, but have decided to give BT one final roll of the dice and see what they come up with by the end of the week. I have also sourced an alternative provider in Virgin Media should things get further out of hand. I'm now about to email the BBC Watchdog as well. I don't think it's about who shouts the loudest, but who shouts in the right direction to get things resolved.

saintscouple

ooo things may be looking up, not getting my hopes up though. Just been told 2 engineers will be visiting the property tomorrow am to install an overhead and drop cable to provide supply...we wait and see.