BT Complaints & Escalation

BT_company_representative

Hi Rose.trixie

If the telephone line is sagging we should be able to report it to our suppliers and push for it to be fixed. Could you drop me in an email please using the contact form under my username?

Cheers

Craig

BT_company_representative

Hi DARE TOO DREAM

I am really sorry that you have had so much difficulty with this. I'll be happy to get involved and find out what's going on.

Could you send me an email please using the contact form under my profile.

Cheers

Craig

BT_company_representative

Hi thesaintv12,

Sorry for all the trouble here, I'll be happy to have a look over the order and make sure you know whats happening. I can also keep an eye on the progress and make sure you are kept up to date with any developments which will hopefully make things a bit easier.

Could you send me an email as well please? Just use the contact form under my profile.

Cheers

Craig

BT_company_representative

Hi diablo401972

Normally lost speed can be put down to a dropping connection. Our software lowers the speed in an attempt to stabilise the connection.

If you've noticed the connection dropping then there are a few checks you can do that might help:
http://!!!!!!!.com/p63opdw

Or perhaps have been resetting the hub to try and increase speed? If so, stop the resets and give it three days and it might just sort itself out.

If however none of this info help feel free to drop me in an email and I will be happy to have a closer look. Just use the contact us form under my forum profile.

Cheers

Craig

gtom

I work from home and my phone and broadband went offline on Friday due to what BT are calling 'an external exchange issue'

Openreach are doing a lot of work around my area lately. Anyway, I've been told it's likely to be fixed by Wednesday evening but when I spoke to my neighbour (who is with Sky) she was told it was a major fault and would be at least a week (Sky quoted Openreach apparently)

When I asked if my line rental, call plan or broadband would be discounted for what will be 5 days of disruption, I was told initially it would be. But when I called back today to query my fault (my broadband is obviously off but the fault is showing as closed) I was told I wouldn't get a rebate because '72 working hours is our service level agreement'. So I just write off a whole weekend of work because of your policy?

When this happened previously with Sky I was given a rebate for each day, not working day. It's obviously only a small amount of money but I'm paying you for 7 days a week, not Monday-Friday, if your engineers don't do weekends, that is not my fault

tweeteee

Having been on ADSL for years, going back to the BT trial days, I approached BT with the idea to get a much faster package as ADSl on my line could not get me more than about 6mb. They oferred me BT Infinity which I have been with now for approaching a year.
Now when they initially set me up and tested it, it seemed to be getting me great speeds, we are talking approaching near 60mb. Which I was very happy with.

I my self have been away from home, so have not seen what has been happening to the line in the iterim. However about 6 to 8 weeks ago, I was steady back at home and decided to try out the line. To my shock I found I could barely get 6mb out from it. Of coruse I was digusted as what on earth was I paying for an expesnive top level Infinity package and they were actually giving me an average ADSL service.
Upon inquiry with my family members I found that to top it offhtere had been 2 or 3 incidents where by BT had due to 'engineer faults' dicsonnected the phone line, and my family had to harrase BT for days to get it back online.

I had heard enough and approached an alternative provider, which processed my order and put through a hand over date. Days later I recieve a BT letter asking for money as I am in contract. I phone back and tell them what is going on and why I am having to move. They aks me to stay and promise to resolve everything. I clearly state I expect to be credited back the excess money I have been paying, as you have not provided me with the Infinity package, by an average ADSL one.

Over the next several weeks I am bounced back and forth between teams, mainly the technical team and there server team indirectly.
I spent literally hours most days on the phone with them going over the same none sense in circles. They try and fob me off by telling me there is no minimum speed on the Infinity and also try and pin down the problems to using wireless conectivity. Even though I am an IT professional with clsoe to 20 years of industry experience. Not to mention that I have the same wireless setup in my home for several years and have no drop out or speed problem in the slightest. To top it off I have already gone through BT techincal tests using wired connections and still had problems.
They then apologise and admit that the line is not capable of providing this, and that I should not be on this package. When i ask for this in writing or email they refuse and say that they dont do external communication via email or a like. I knew at that point that this is simply a way of pretecting themselves from there own mistakes. So I had the techincal support gentleman put me on hold whiel he trasnferred me to the billing team so he could directly tell her the situation and it would go down on there Internal Notes System. She then took over and promised me a credit and also agreed to send me an email with this (after taking down my email).

Several days later I heard nothing at all, called back to aks what is going on, only to be taken all the way back as if the last few steps had not happened. All agreement for a credit were denyed and the same "we dont promise any speeds" and "wireless connections are not garunteed" mantra.

Frustrated and angry I finally had to request a supervisor to call me back, which I was told would be within 48 hours. This again did not happen so I had to call back again (all these calls costing me time and money in long queues).
Finally spoke to someone and told them I want to go through raising a compaint about this as it is digusting. Was told they would get back to me, after taking all the notes.

Now my line goes down, end up with two days of no phone and over a week of instable internet. Go through lots of calls again, and even to this day have not had any resolution on this from BT.
Finally get a call regarding the complaint, and once am told they cant help me, and they are going on as if all the above never happened. Denying what was concluded on my line and giving the same Mantra over and over. When I got upset and asked for the supervisor to please stop repeating the same thing over and over and adress my case on its own merits. The phone was cut, and I decided its no use talking to BT, and best if I take this up legally. but in half an hour I get a call back from them apologising about the apparent drop of the phone call, but again the same mantra is chanted and no help oferred.

I am so absolutely disgusted and appualed by firstly the Inifinity service, then by the inept nature of the BT support, and general distdain they have treated me with. I have never asked for anything more than what is reasonable. I pay for a package, I should be able to get atleast some semblance of that and a decent level of support.
I have had neither of these, and it has instad made me stressed, and feel generally ill. I am still sat here at a loss for how such a large and profitable orgnisation such as BT is allowed to get away with this kind of behaviour.

Angry and furstrated would not even begin to describe it.

[Deleted User]

I am having a problem with transfer of my BT BB to plusnet and would appreciate any advice.

I spoke to Plusnet about moving to them from BT on 3 March 2013. I got the MAC code from BT on March 4th and gave it to plusnet.

My broadband with PlusNet went active on March 13th 2013. So far so good...

Except that BT are still charging me for BB. I have queried this several times on the phone with BT but each person I speak to gives me a different story. I did have a refund of BB charges on 27th April and thought that the matter was closed. Alas no. I am still being charged.

I phone BT again on 10 June and was told account would be closed and final bill for BB would be with me within 10 days. This did not happen.

I called again on 24 June and was told by Angie that my BT BB had never been cancelled and to take it up with PlusNet (It would have been useful if I had been told this before!). I did and Plusnet confirmed that they had gone thought the correct protocol and provided an email stating everything they had done.

I phoned BT back and was told by Lesley that I could cancel but would have to pay £30 since 'PlusNet did not use a MAC code'. I agreed to pay the £30 reluctantly but said I would expect to have it refunded. She said take it up with PlusNet as its their fault. I phoned PlusNet again and they said they did use the MAC code and quoted me the one they used.

I phone BT back and get Peter this time. I quote him the MAC code and he agrees to refund the £30 cancellation charge. Whew, all sorted. Alas no...

Text from BT tonight saying cancellation has 'failed'. I phone them and get no straight answer as to why it has failed.

My minimum contract time finished in Feb with BT so it is not that I am breaking that. I still have around 5 months left on my Line rental Saver with BT so am staying with them for line rental and calls.

Sorry for the long post. Any advice please??

BT_company_representative

Hi Tweeteee,

Reading you post it does sound like there is a fault on your line that is affecting your Infinity connection. I would like to take a look at this for you. Please could you send me in your details using the link found in my profile?

Thanks

Paddy

costingbunny_2

i
Not sure if you can help but I am making a complaint regarding a line I had fitted this morning. I have had a generic response and a reference but just wondered if you could help generally?
The engineer called (without any prior notice which I had requested but luckily I was in - the service is for TalkTalk so guessing that it not a BT issue). The engineerg advised she needed to do some drilling but could put the line in so I left her to it - when she had called me in after installation she has put the socket box in the most stupid place - halfway up a wall and not near a plug socket. I assumed (wrongly) she would use common sense for the location? Also, when I left to go to work I noticed that there is a big chunk of render missing where she has drilled into the front of the house and the wire is just sticking out and not sealed in properly. I want them to come back out and put the socket box in an appropriate place and sort out or compensate me for the damaged render. I have photos if this helps - do you think BT will help me?
Ta

kasiwalker

I currently have BT Infinity. During the past 18 months I have complained on numerous occasions about the lack of signal. Most of my complaints were heard by someone from India (not complaining about this). I have carried out the techs instruction to switch off at the main then back on etc many times to no avail. I have had a BT Engineer at my house to confirm that the problem does not exist here. Not once was I offered a refund for the times that BT Infinity was not available.

Today I phoned to cancel my contract which ends on 27th Jul. I gave the required 30 days notice. I am now told that there will be a £30 fee to end the broadband part of the contract. I asked what the £30 was for and was told it was necessary for the engineer to go out and disconnect the infinity. I have taken another account out with another provider who tell me that BT will not be disconnecting the broadband it is just a handover of the provision. Then why £30 for nothing. BT are a disgrace.