BT Complaints & Escalation

brownm0435

FINALLY!!! got phoneline on today, just hoping we have our broadband on tomorrow!

simalien

I just had to join the forum to ask for any ideas on dealing with BT. I was checking online to see how many people were having problems with them and to be honest I wasn't surprised by what I found...
I too am having problems and have included the text from my most recent email to them below. I guess now that I have given them an ultimatum I have to wait patiently on them until they decide to let me down again..:mad:

On 28th February I informed BT that I would be moving house, my service was to be cancelled at the old address and reconnected again at the new premises on 6th March, this was for Fibre Broadband and Phone service.
I received a call on the Saturday before reconnection to inform me that the Broadband could not be connected at the same time as the phone and a new appointment would be made after the phone number had been registered on the exchange. I confirmed a new appointment for 15th March. I was then contacted on 13th March to be told that the appointment had not yet been confirmed, strange as I had already confirmed the appointment date and time in an earlier telephone conversation with BT staff. After reconfirming the 15th March appointment I took yet another evening off work to be available for the engineer to arrive.
I waited and at around 4.30pm I decided to ring BT to check on the status of the engineer, only to be told that the appointment had been cancelled and rescheduled for 19th March. I had not been advised of this at any stage of the day, even though I was told by the BT representative that voice messages had been left on both my landline and mobile, these voice messages have yet to be received by myself on either my mobile or landline. On 19th March, taking yet another evening taken off work to accommodate a BT engineer, I decided yet again to contact BT at around 4.30pm to check on the status of the engineer, I was told that the engineer had it on his list to carry out the installation, happy with this answer, I waited, and waited. At about 5.30pm I rang again to confirm the status of the installation, again to be told that it would go ahead that evening. Again I waited for the engineer and once again no one appeared. I rang once again at around 6.30pm only to be told that the engineer would not be installing my service. With another evening of my time wasted by BT, I was on the verge of cancelling my contract with BT on the basis of failing to provide the service I had ordered and breaking agreed appointments with no correspondance, but was told by the representative that she had spoken to a colleague in order handling and that they would notify the installer and get the installation fast tracked. Not taking anything for granted from any BT staff I decided to call this morning and check on the status of my order, only to be told that nothing was on the system. I find this debacle with my order to be totally ridiculous and have set a deadline with the last person I spoke with of Saturday 23rd at the latest for my broadband to be connected as it should have been on the 6th March. On another point, the installation that was to be done 19th March, what actually happens to that order, surely it should run onto the next day where the engineer picks up from where he left off or is that too simple an explanation as to how order processing works. I am currently investigating other broadband and phone providers as I am not hopeful that BT will indeed honour their commitments to me and taking more time off work is starting to put a strain on my work colleagues and boss. Please let me know as soon as possible if I should actually believe in BT anymore as I have been a loyal customer for quite a few years.

brownm0435

Right then! As I have said in a previous thread I had my phoneline connected yesterday and told my broadband should be on today and as you can guess its not on as like the customer above the phoneline is still being registered at the exchange! Telling Kathy Wilson who's been dealing with my case if it's not on by Friday I will be seeking options elsewhere!

BT_company_representative

Hello guys,

If anyone on this thread needs help with their BT account please send in your details if you want and we will get back to you. You can find our contact link by going to my profile page.

Thanks,

Stephanie

brownm0435

BT_company_representative wrote: »

Hello guys,

If anyone on this thread needs help with their BT account please send in your details if you want and we will get back to you. You can find our contact link by going to my profile page.

Thanks,

Stephanie

Been waiting a month now for you guys to get back to me! My email was received I know that as I STILL have the confirmation email! anyway I've now been told my broadband will DEFINATELY be on tomorrow

simalien

Just an update to my previous post.
I have now received an email from BT. I have to laugh at the wording used "the suppliers have delayed this for you", is that supposed to be a joke since BT are the suppliers:rotfl:, so essentially from this email I am taking it that BT are admitting liability:eek:. And with regards to the £30 credited to my account, I fail to see an entry anywhere in my account section where this has been applied.
So even after numerous phonecalls, probably totalling around 3 hours worth, and 3 evenings off work, all time wasted as far as i am concerned, I am no further forward.
Due to my work commitments it is essential that I have broadband access at home, I am a computer repairer and web developer, and the date I have been given, of 28th March, to just have the problem fixed at the exchange before I can even get a further appointment means that each day that goes by puts further financial strain on my household, as I have to turn customers away because I cannot access a reliable internet connection.
I can sometimes get online with BT Fon but it looks like even my neighbours do not hold contracts with BT as the Fon signal is poor or nonexistant most times. I just hope BT take this all into consideration when and if I finally have my broadband connected with them.
I am slowly simmering and do not actually want to phone or email BT until my temper has settled down.:mad:

Thank
you for your email today.

I have reviewed your account and I am so sorry
to learn of the trouble with the order installation. I have checked and the next
update is 28th March. I can see you were on yesterday to us and this was advised
to you. I'm sorry about this but the suppliers have delayed this for you. Once
connected we can certainly look at the dealys caused and we will apply a rebate
on your services based on each day we delayed you. I can see that £30.00 was
applied yesterday for missed engineers appointments. A member of our team will
be in touch with you on or just after the 28th March regarding the order.

lovinituk

simalien wrote: »

Just an update to my previous post. I have now received an email from BT. I have to laugh at the wording used "the suppliers have delayed this for you", is that supposed to be a joke since BT are the suppliers:rotfl:

They are referring to BT Openreach I would imagine. Although they are all connected if you go far enough up the line, BT retail and BT Openreach are actually separate entities so it causes problems like you are experiencing.

saintscouple

lovinituk wrote: »

They are referring to BT Openreach I would imagine. Although they are all connected if you go far enough up the line, BT retail and BT Openreach are actually separate entities so it causes problems like you are experiencing.

Not forgetting the best bit, as being a communication supplier, they have an inability to telephone and talk to each other. They apparently are only able to email each other :eek:

simalien

Earlier this evening I received a call from BT, I missed it but then got a text message to my mobile.
I thought to myself, things are looking better as this message was from the "specialist team". So with hope in my heart I rang the number and gave my pin to talk to one of the specialist team.
After explaining the situation once again, I was told by this "specialist" that as I had requested a Saturday appointment it had been set up for 8th April. When she said I had requested a Saturday appointment I had to make it clear to her that I had NEVER requested a Saturday appointment, what I had requested was that my connection be established by this Saturday 23rd March or I would have no option but to take my business elsewhere, both landline and broadband business.
After explaining this again I was told that I would be contacted on Monday to arrange an appointment.
Strange then that at 9.30pm tonight I received an email from BT as follows.

Hello,
We confirm your broadband order's now cancelled.If you've cancelled or ordered anything we haven't listed above, we'll be in touch soon.

Thanks


Warren Buckley

Managing Director, Customer Service

Not sure what my next step is but I do know from this experience BT has lost a customer.

BT_company_representative

Hi brownm0435,

If you need help with this please re-send your details (though I understand from a previous post this is with the chairman's office now)?

@ simalien, I'm sorry for the problems you've been having with your order. If you want any help with your account please send in your details.

Thanks,

Stephanie