BT Complaints & Escalation

dors01

I have been with BT for over 5 years now in this house for my line rental and calls and when BT Infinity came to my street I took it.

I have had the Infinity for over 12 months but I want to change phone supplier.

I called BT and informed them that my call was to give them 30 days notice which is in the contract, but the (so called) customer service agent Sarah Sanders refused saying that she could not accept this 30 day notice period unless I pay an early termination fee of around £156 for the cancellation of the broadband service.

When I informed her that I am not cancelling my broadband service she told me that BT would cancel it automatically when I cancel my phone line.

Anyway after she got a bit mad at me and kind of "told me off" :eek: I asked her to confirm in writing what she had just told me about cancelling of the line and the reason for the charge etc.
She refused saying that they are a communications company and only deal with people over the phone.

I then logged on to BT website and filled in their web form with the details, again stating that BT should accept the web form as me giving my 30 day notice period to cancel my phone service.

I then "chatted" to an on line agent and gave him the complaint ref number and he informed me that he would make sure it got to the right department (he was very helpful).

So I am now waiting to see the outcome of this, because in the terms of the contract, to use BT broadband I must have a BT phone line.

I am aware of the need to have something to supply the internet to my house with, but I will still have a copper cable going from the cabinet to my house.

The technical limitation is on BT side and not mine so surely if they choose to cancel my broadband that is there decision and not mine as I have only asked them to cancel my phone service.

Constructive comments on this are most welcome.
Thanks

BT_company_representative

Hi Zaheed,

Sorry to hear that you have had a few problems with your order. I can take a look at this for you if your like? Please could you send me in your details using the link found in my profile?

Thanks

Paddy

BT_company_representative

Hi Dors01,

In order to have BT Infinity you do need to have a BT Phone line. It is not possible to have your phone service with another provider and still have BT Infinity.

Thanks

Paddy,

whurfc

Hi BT Rep,

Firstly, thanks for having the courage to come on here. Secondly, I'm getting nowhere with a broadband complaint where I've been given multiple quotes on speed I can achieve, none of which have been delivered upon and I just want to leave without penalty.

I've been in comms with BT since around last August and been pushed from pillar to post, culminating today with raising a complaint about the service offered vs the service received vs the money paid vs contract termination without penalty etc. I've met some REALLY aggressive and hostile people throughout the process and dread to think that some of these individuals could ever actually speak to my elderly relatives at some point!!

My view is BT have offered a service they cannot provide, provided a service that falls short of what has been agreed as attainable but charged the same amount of money as if I could lean out the window and plug into the exchange itself.

I don't want to go further, I just want to cancel without penalty, but I'm so moral on these issues I would rather die than give up the crusade and BT will not let me cancel without penalty.

Any advice / help you can give please? I'm at my wits end and will die before I give in on this.

chanz4

whurfc wrote: »

Hi BT Rep,

Firstly, thanks for having the courage to come on here. Secondly, I'm getting nowhere with a broadband complaint where I've been given multiple quotes on speed I can achieve, none of which have been delivered upon and I just want to leave without penalty.

I've been in comms with BT since around last August and been pushed from pillar to post, culminating today with raising a complaint about the service offered vs the service received vs the money paid vs contract termination without penalty etc. I've met some REALLY aggressive and hostile people throughout the process and dread to think that some of these individuals could ever actually speak to my elderly relatives at some point!!

My view is BT have offered a service they cannot provide, provided a service that falls short of what has been agreed as attainable but charged the same amount of money as if I could lean out the window and plug into the exchange itself.

I don't want to go further, I just want to cancel without penalty, but I'm so moral on these issues I would rather die than give up the crusade and BT will not let me cancel without penalty.

Any advice / help you can give please? I'm at my wits end and will die before I give in on this.

Their is no guarantee with speed, as long as its over 256k its broadband

BT-are-CROOKS

BT are crooks, plain and simple!

They provide a poor service, and do not value their customers.

The person on here claiming to be a 'BT Rep' is just on here to try and protect BT's image, the reps are just here on a damage limitation exercise.

If BT were so bothered about helping customers with issues, then they would sort out the issues when the customer reports them. Customers come on here to air their views on BT, share their bad experiences, and the sole purpose of the BT reps on here is to try and make it look like they are trying to help disgruntled customers.

We can see through this fake concern from BT reps, maybe BT pay MSE to be on here? Either way people would not be on here and other forums if BT had done what we paid them to do.

Why dispatch BT reps to forums when you could have BT reps resolving stuff on the phone when you initially call BT with your problem?

BT-are-CROOKS

My dad asked for unlimited broadband because I told him to get that amount just in case he used a bit more one month. BT still only gave him 10 meg. However, he was unaware he had that limit, he is not that tech savvy, and he then started getting bills for £96 a month, apparently he had been using more than the 10 meg, a lot more according to BT.

I contacted BT many, many times, I told them he should be on unlimited, and he barely uses the internet, so no way was he using 50-90 gig a month! They said they would get back to me numerous times, they never did.

BT were supposed to compensate my dad (who is a pensioner in his 70's), because the broadband barely worked for 9 months, and they never gave him any compensation, they overcharged him for broadband too, i.e. he was supposed to be on unlimited, but they put him on the 10 meg package, and charged him more than the people on unlimited package!

Yet they still somehow seem to think he was using 50-90 gig a month! He live in a rural area, on his own, his line is only 0.5 meg due to being rural, and he only knows how to operate a few sites that I have shown him. There is no way he used that much, and he should not have been on the lower package.

People on unlimited were paying less than my dad, yet he is being charge £96 a month because they say his usage has been high! I told them many time they have made an error, they kept fobbing me and him off, they have stolen over £300 more than they should have from my father, and still owe him compensation they said they would give him for 9 months of barely any broadband!

Because of this money being stolen from his account by BT, he has had to take out a loan with prudential loans because he is only on a state pension and BT stealing his money left him with very little to live on.

As yet BT have not resolved this and don't seem to care going off the last conversation I had with them on his behalf. India are useless, and would rather lose a customer than resolve an issue.

Anyway, I'm going to make a lot of noise if BT do not compensate him, stealing from a pensioner, forcing him to get a loan to cover the money they stole from him is going to make for a good headline once I pass his story on to the media.

BT rep if you're lurking, I'd get this sorted pronto because I'm on a mission to damage BT's failing image even further after they scammed my dad, although, BT do a good job at damaging their own image!

Worst company EVER!

Yellow_Earth

I am afraid that I am facing similar problems after thankfully taking the decision to leave BT.

My final bill was posted last week and BT attempted to charge me £49 [FONT=&quot]for a BT Home Hub 3.0 that they provided last December on the grounds that I cancelled my service while on contract. The funny thing is that my contract ended in February and the BT Home Hub 3.0 was offered to me [/FONT][FONT=&quot]after BT upgraded their broadband service in my area to make it faster! BT send me a letter promising an upgrade to BT Infinity fibre optic broadband for no extra charge, at a time that suits me, with no changes to my existing contract term or charges! After spending 45 minutes on the phone and experiencing the typical BT customer service (they even hung up the phone!) I hope that I have managed to make them see sense, promising to cancel this charge.

However, BT does not want to drop a second charge for broadband services after my service was transfered to the new provider! They insist to apply charges for broadband until the date that my phone service was transfered to the new provider. This is in spite of having several e-mail confirmations from the new provider that my broadband service was tranfered from BT 15 days earlier and thus I should not pay for services that BT did not provide. Funnily enough on the date that my service was transfered and before installing the new wifi rooter the BT Home Hub stopped operating!

With this kind of customer service and inaccurate final billing which is essentially a rip off I do not think that they will see me back any time soon!
[/FONT][FONT=&quot][/FONT]

BT_company_representative

Hi whurfc,

I am sorry that you have had so much trouble with this. I'll be happy to have a look over your account and see what has happening to date and then get back in touch with you to sort this out.

Could you drop me an email via the contact form in my profile please?

Cheers

Craig

BT_company_representative

Hi there,

The BT reps are here to try and help our customers out. There is no alternative motive we just want to provide our customers with support.

You are correct however, in an ideal world we wouldn't need to be here or on any other forums but we know our customers come here looking for help from others and want to be here if direct assistance from BT is required.

Thanks

Craig