BT Complaints & Escalation

Bluewave_2

I took a new contract with BT for landline and broadband after leaving O2. We were supposed to be connected on the 18th march and received an email on that day to say it was done. We had no dial tone and no broadband. I was not impressed that we had to report a fault to get an engineer to come on 21st. Oddly the line sprang into life the evening before he came. So he came, tested the line and said all was well. Yesterday (23rd) the line and broadband went dead so I reported the fault online and have heard nothing!!

I'm not pleased with the service that we have received from BT. There is a disabled person living in the house who needs the phone to be working.

Did I make a mistake choosing BT? Are they really as bad as they look at the moment? How can I get BT to fix this issue ?

saintscouple

Bluewave wrote: »

I took a new contract with BT for landline and broadband after leaving O2. We were supposed to be connected on the 18th march and received an email on that day to say it was done. We had no dial tone and no broadband. I was not impressed that we had to report a fault to get an engineer to come on 21st. Oddly the line sprang into life the evening before he came. So he came, tested the line and said all was well. Yesterday (23rd) the line and broadband went dead so I reported the fault online and have heard nothing!!

I'm not pleased with the service that we have received from BT. There is a disabled person living in the house who needs the phone to be working.

Did I make a mistake choosing BT? Are they really as bad as they look at the moment? How can I get BT to fix this issue ?

As I found out, when It comes to installation BT make no provision if the custom is able bodied or not.
But once the line is installed they do have a free priority fault repair service, it's very much hidden and when you speak to a member of the normal fault repair service they won't mention it or half the time don't even know about it. You have to apply to be on this service, more details are here...... http://www.bt.com/includingyou/redesign2012/assets/downloads/FreePriorityFaultRepair.pdf

Bluewave_2

Thanks for the info. I have downloaded the form and will send that off. In the meantime, my new installation is still not working. BT really are a shambles!

BT_company_representative

Hi Bluewave,

I am sorry to hear that you have a fault with your newly installed service. I would be able to look into this for you. Please could you send me in your details using the link found in my profile?

Thanks

Paddy,

Bluewave_2

Thank you for your reply Paddy.
I have submitted my details as requested.

Best Regards,
Alan

simply_samwise

So here goes the saga with BT.

Wednesday 27 February 2013
I called BT on 27 February 2013 agreed a contract for phone service, no broadband just phone line. The sales agent I spoke to advised and engineer would be out to my property to connect the phone any time between 8am & 1pm Saturday 16th March 2013.

Saturday 16 March 2013
Stayed in all morning, no engineer turned up and no one called. Called BT who advised there was a delay, but as there was no update on their system they could not re-book anything or give us more details and we were advised to call again on Monday 18 March 2013.

Monday 18 March 2013
Called BT who advised that someone will call us on Friday 22 March 2013 to agree a new appointment date.

Friday 22 March 2013
No call received from BT although Text message was received from BT saying there was a delay with the job to install they new line and they had tried to contact me a number of times (lies).

Saturday 23 March 2013
Called BT and girl we spoke to advised there was still work to be done on the exchange and we would have an up date on the 5 April.
My wife sent an email complaining about the service received.

Monday 25 March 2013
Call from BT advising that the previous advisor had not given us the correct information, and that an engineer will be out tomorrow (26 March 2013) to connect our line, due to working we re arranged this for Wednesday 27 march 2013 between 1pm & 5pm

Wednesday 27 March 2013
Surprise surprise no engineer turned up. We called BT who said that there was still work to be done on the exchange (changing stories again) and that we had an appointment booked for the Monday 15 April 2013. We said that this was not good enough and we will have an update on the 5 of April.

This is totally unacceptable as we have had a number of different stories from different agents and we still have no phone line, £130 we are paying to have the line installed but yet they are still unable to do this... Sort it out BT... 28 days since I first called them...

KGNI

Having had to deal with the likes of Virgin Mobile and Santander I never really thought anyone could drop to the standard of customer service I have received from BT. As others have said, there is a culture of disservice trained into staff in the hope that the customer will become so disheartened that they will give up and go away.

Well that's exactly what I have done - cancelled both my business services.

They clearly still believe that they are untouchable - the arrogance of the staff I dealt with confirms this - but people use technology in different ways nowadays, lack of a phone line will really make zero difference to my business. Well, apart from substantial savings and no further frustration from their ridiculously poor service.

I would encourage anyone to cancel their service just for the feeling you get when you know they're gone from your life.

BT_company_representative

Hi simply_samwise,

I???ll be happy to take a look at this for you. Drop me an email with the details. Contact details in my profile.

Cheers

David

Betakitten

I left BT today to switch to Sky as i had a very good half price offer and BT had recently put up prices. I then today received an email stating that as i had ended my service in contract i owed them money! However they installed to service over 18 months ago and i was on an 18 month contract. I called to get a reason for this charge and they stated it was due to an upgrade made to infinity broadband. This was forced upon us due to extreme overcharging for going over our usage limits. They said this had started a new contractual period, although this was never explained or reported to us at the time! I was also subsequently never given a start or end date for this contract in writing or email. I never agreed to a new contract and never received details of this so i do not understand how they can justifiably charge for leaving them early when i wasn't even aware i was! If anyone can help me then please do!

zaheed.patel

I was due to have my broadband and phone installed yesterday. I contacted BT on 4 separate occasions to confirm this would go ahead as when I cancelled my broadband with virgin they told me that they still hadn't received a request to port my number. 4 times I was told that everything was in hand and this would be done by midnight. Surprise surprise it wasn't done and now I'm having to chase up BT who tell me that it will be done by midnight tonight. Complete joke that I have to chase this up and no one bothers to tell me what is going on but just fobs me off until the next day.

Will be making a complaint.