BT Complaints & Escalation

EricaR

BT_company_representative wrote: »

Hi Guys

If you have already sent an email but have had no reply please send a follow up quoting the previous ref number and we can chase this up for you.

Thanks

Stuart

Hi BT Rep,

Where do I send an email to get a response?

Thanks,

Erica

rose.trixie

I have been banging my head against a brick wall. I have a bt pole (bt do not pay wayleave), leaning over and right next to my beautiful new house. There line runs right over and touching my new chimney. Can I get through to them...and when I finally do they say I have to pay £2000 plus to move it approximately 1 metre. I had telephone engineers out who actually refused to climb the pole, because it was dangerous. Now I am just about to move in and the whole neighbourhoods telephone lines are about to go down the minute I put my wood burner on!!! Can I get through the to BT...No...Any advice other than seeking legal advice. This has gone on for years.

rose.trixie

I do know a quick response email Ian Livingston... this helps with general bt issues:ian.livingston@bt.com

VXDunc

Thanks to Emmett, one of the BT representatives I have now been refunded in full :j.

AndyArmstrong

Well it appears that some people are managing to get their issues resolved. Unfortunately, after some weeks waiting, I am still yet to receive any kind of communication from BT.

As suggested by one of the reps, I have submitted another email, and quoted my original reference number.

I am still clinging onto hope that this isn't just another BT waste of time, and that someone will be able to help me get what I need.

I'm guessing you get a lot of emails and monitor a lot of forums, but could one of the reps at least let me know that my case is being looked into?

Fingers remain crossed.

DARE_TOO_DREAM

Well.........

After reading the MANY comments on this thread its sadly apparent i am not alone. Here is my experience of the lovely BT so far....

I ordered in OCTOBER 2012, a brand new phone line, broadband and vision. I waited until December for my inital engineer appointment. I had to take a day off work (self employed so money lost straight away) to meet the appointment time. The engineer arrived to say he couldnt carry out the work to install the line and requested he came back the following day with a colleague to install the line as he requires assistance. I reluctantly accepted knowing id lose another days income but only in the hope id get what i wanted.
The morning came and both engineers within 5 minutes of arriving decided the work still couldnt be carried out and that the information would be fed back and the correct team sent out to cary out the intallation of the line. Bearing in mind there was a line to the property until 2010 until it was broken down by weather conditions (I have only occupied the property since may 2012).

The next appointment was emailled to me and another day scheduled off from work duties. An engineer arrived and yet again informed me he was unable to carry out the work as he could only perform ''standard installations'' at this point i explained the previous visits and he said he was not given any additional information about the job.
Obviously frustrated by this i wrote a letter of complaint to the correct address explaining my situation i then attemped to contact BT customer services after a couple of weeks only to be greeted by an automated line asking for my telephone number (funnily enough something which i dont have - YET!) £36.70 in one phonecall later i finally thought id spoken to someone who would help me. He explained to me my order had been CANCELLED, and i would need to order again. I asked if they had recieved my letter. He said he didnt know. I also asked who cancelled my order? he also didnt know. Reluctanctly i placed another order with reassurance i would have my line quickly. At this time it was February by the way!!!

My first appointment was emailled to me and i eagerly awaited the engineer, nobody came.
My second appointment was emailled to me. Nobody came.

These appoinments were for April 2013. I since have not recieved any further appointments, correspondance or contact from BT. However they have managed to set up the direct debit mandate from my bank account!!! Thankfully no money has left it!

I wonder, how hard it really is for a communications company to communicate?

How hard is it to re-connect a line which was in place previously?

Are there other providers who install lines and services who i can contact?!

Any help much appreciated!!!!

D2D

larsthepolarbear

Hi,
I have tried to communicate with BT using the normal channels but without success so I have resorted to this forum in the hope that a BT representative will read and respond.

I'll summarise the issue here but can provide the details and chat sessions later if needed.

In Feb 2013 we upgraded to BT Infinity (Business) and I requested that we kept the same static IP address. We were told this was fine. We were also quoted a 24 month agreement price.

For 3 months all was fine...

... 3 months later, we had the static IP address removed from our account and replaced with a dynamic IP address and received a bill based on a 12 month agreement which is about £15 more per month.

After a lot of phone calls:-
- we were given a different static IP address which has remained as we were unable to regain the old one.
- we had the original sales call listened to that proved we had requested a static IP address and 24 month pricing.
- we had a promise of resolution, that a complaint would be raised, the opportunity to claim for compensation, a credit for the overbilling and an adjustment on future billing.
- I have never heard back from BT and each time I contact them I am told that either there is nothing they can do (wrong dept.) or I will be called back. But it never happens.

At least I am on a 12 month agreement and if BT never resolve this I can move elsewhere in another 8 months!

thesaintv12

I seem to have had a similar experience to DARE To DREAM.

I am also self-employed and wanted a faster broadband connection, so rather than risk it I thought I'd do it via the big boys - BT with BT Infinity 2. What a mistake.

Through all of the following, nobody would give me a last name or number to call.

Two days before the installation date I was called to say that the order had not gone ahead correctly and had to be cancelled and then re-ordered. I was assured that it would not be a problem, just a couple of days delay, and I'd get a call the next day to confirm. Two days later nothing.

I called complaints and then got a call the next day telling me that there was another delay because they couldn't yet make the new order on the system. I asked if there was anyone they could 'talk' to? Sadly not, but the manager would call me later that day. Again nothing.

Two days later and I get a call from an off-shore call center telling me he has called to cancel my order. Sadly he then cut me off.

After another 4 days of waiting I called to cancel. So, via the off-shore call center again I managed to talk to someone who assured me it was all canceled.

The phone line has remained active from then until today, so I thought I'd just double check. Oh, it hasn't been cancelled! After some chatting with a manager I was transferred to, yes! an off-shore call center. He had no idea what I was on about, so started the cancellation again warning me I will lose the line rental I paid upfront.

I am losing the will to live. 8 hrs on the phone so far, so I have decided to do it publicly. I only want my money back and for the line to be cut off. It can't be that hard can it?

On a brighter note. After the first BT call I decided to order a Virgin line as a back up and had it fully installed within a week. I just wish I had ordered a phone with it now.

diablo401972

Im fed up with bt already only join on the 12th june two of there sales time said to me I would be at least 3mb to 4mb but only getting 2mb day time and 1mb after 5pm and they are telling me thats all my line can cope with when I know my line can cope with 4mb they wont tell me where the 2mb have lost has gone and dont care about it now im stuck with 2mb for 18months and Im fed up with it they are allways dropping my speed so now got to quit all my online games as all they keep doing is lagging and disconnecting bt needs to get there act together instead of wasting money on bt sports they need to sort peoples lines out 2mb is so old these days how can they say it is ok :mad::mad::mad::mad::mad::mad::mad::mad:

AndyArmstrong

Having re-submitted my issue three days ago now and having heard nothing from any of the reps on here, (or at all from BT) I am getting the familiar BT sinking feeling.

I can't believe my issue is so hard to sort out. At the very least someone could get back to me.

Starting to look like this is simply just a PR exercise to fob people off.