BT Complaints & Escalation

toepazz

Saga of online chat:

Just wanted to check why I had been charged £6 as a one-off payment on my latest bill (online, paperless, mthly DD) - 'spoke' to a Vijay Kumar (what else did I expect?):

He: I see there is caller display active on your account so you need to make at least 2 call per month (including free calls) so you will not be charge for caller display

Me: I do not have equipment to use caller display so how can I be charged for it>

He: OK the I will de active the service and will refund the charges

Me: Will I be charged for changing the terms of my 12 month contract?

He: If you upgrade you will not he charged if you cancel the service you will be charged

Me: But if I upgrade it will cost me more, surely?

He: Yes

He: You regrade the package also you will be charged

Me: I still don't understand how I've been charged for a service that I cannot use on my telephone

He: This is a free service if you make 2 calls per month so it will be activated with the package only

Me: I only use the Free Evening & Weekend service, so are you saying I have to make to 2 calls per month during the day, that will be charged for?

He: No you can even make two free call per month so that you will get this service free

Me: But I already do that!

He: Oh OK then you need to make the call chargeable

Me: So you're not really sure either then?

He: I just confirmed with my colleague he informed me that you need to make 2 chargeable calls

He: Shall I deactivate this service?

Me: Not if I'm going to be charged for it!

He: Yes I have deactivated the caller display service. Is there any thing else I can help you with?

Me: Can you confirm that I will not be charged for changing my 12 month contract?

He: If you upgrade you will not be charged or else you will be charged if you cancel the service with BT

Me: But I didn't ask you to deactivate it - I said "Not if I'm going to be charged for it"

He: If you make can make atlest two call in a month then I can activate caller display

He: If you can make atlest two call in a month then I can activate caller display

He: Can I call you on (my telephone No)

Before I could answer the phone rang, my husband answered and, not knowing I was chatting online, being unable to understand what the caller was saying, he put the phone down

Me: Sorry, my husband answered the phone and didn't know I was talking to you online. I will make sure 2 calls are made each month, but as I said before, caller display will not work on my telephone. Can you please put things back to how they were?

He: Yes

Me: Then please do, but I need to know there won't be any charges raised for changing the contract

He: Yes there will not be any charges if you upgrade the package

Me: Why do I need to upgrade the package when I did not ask you to deactivate it

He: Then you not be charged till your contract ends and your contract ends on 8/11/13

Me: Are you saying that I will be charged when my contract ends in November?

He: If you cancel the service before 8/11/13 the you will be charged or else you will not be charged any cessation charges

Me: I do not want to cancel my current Evening & Weekend call package before November. Can you please assure me that everything is back to where it was when I first contacted you?

He: I have not changed any thing on your account

He: Is there any thing else I can help you with?

Me: No thank you

He: It was nice chatting with you, have a lovely evening. Bye

Call ended at 16.45 on Saturday 27 July 2013

So, no further forward and just trust that no extra charges will be raised!

Knackered_girl

After sending 5 complaints to BT and still not receiving a reply and over 30 hours (yes that's not an exaggeration) to BT I am still not receiving the service I am paying for!!!

After being with Bt for nearly five years living in the same house and having not too much trouble with them from January 2013 I have had nothing but problems with the phone and especially the broadband. Since January I have contacted the customer service every month as the speed on the broadband goes down so slow that I am unable to use Skype which I rely on for my disabled daughter to see her sister on a daily basis.
Every time I see a bt engineer driving down the road I know I am going to have problems with it again.
I live in the countryside and have been told that I am the last one on the line and should be thankful that we get broadband. They don't seem to understand I've had broadband for the last 5 years so why is there a problem now. Some neighbours have also got problems but they have given up trying to get anything done to it as BT don't listen and take forever to get back to you.

Why should I pay for extremely slow broadband when people within 10 miles of me are getting infinity and paying the same price as me?

I really don't know what to do now should I make another complaint in the hope that they eventually get back to me?

BT_company_representative

Hi Knackered girl,

I'll take a look at ths for you if you wish. Send me an email with the details. Contact details are in my profile.

Cheers

David

scotchbroth

I have BT line rental which is only used for internet use and I'm with BE Internet as an ISP. I arranged for a Home Move with BT last week (31st Jul) and told them I wanted my ADSL moved at the same time. They said just ring BE and it will be fine. Date for line to be active was Tue 6th Aug (yesterday).

I rang BE straight away and they said I need a Linked Order Ref number (LORN) from BT. It took 3 calls to BT to find someone who knew what this even was and unfortunately when I did speak to someone who knew, they told me it was not possible to get a LORN for an already started home move order. So they cancelled the order and told me to ring back in 24 hours to start a new order. However, with the lead time of another week and the possible waste of an hour to get through to someone at BT I decided not to bother with the move at all.

Since I still have access to both flats (they are in the same block) I am fine to leave the line and internet access in the original location. In fact wireless works from one to the other.

Anyway, today (7th Aug) I get a text message from BT saying "Your phone service is now ready...". Tried calling BT, an hour on the phone and no answer. I rang BE up and they said they BT cleared my internet service and there was nothing they could do for me! They then suggested I place a new order with a 3 week lead time!!

Another hour long call to BT but no answer again. So now I have no ADSL at either flat and apparently no way of fixing it. What a shambles. Can anyone suggest the best way to get an internet service going at either location?

Chattygirl

My mother just moved house to a new build property. There were cables and phone sockets in the property but not connected up. We contacted BT and agreed to use them as her provider. She signed up for phone, broadband and TV and was told it would all be done in 10-14 days. Despite her being un-contactable in her new home we had no option but to wait 2 weeks for her to connected up.

the day before her appointment for connection BT text her mobile and cancelled without explanation. I spent 2 and half hours being passed from person to person before eventually getting told that the delay was due to Openreach needing to lay cables in the street outside to the house. This was going to be done on the 1st of August and they promised that her line would be put in on the 5th. Guess what, they cancelled on the 5th too as they said the ground work hadn't been completed.

This order was placed on the 28th June and my 72 year old mother still has no phone line and no internet. I thought BT were supposed to be a professional organisation. This is clearly not the case if it takes them over a month to put in a phone line. The most frustrating thing is that they claim that Openreach is a separate company and will take no responsibility for their incompetence.

I used their phone complaints line, which is what they recommend and despite having to insist that a formal complaint be logged I have heard nothing back. They told me someone would ring me back within 48 hours but that was 3 weeks ago. They are a joke.

Joe_R_D

Came back from holiday last Saturday (3rd), turned on Vision box - it said it needed to download a software update.

Started updating but then froze with the error code 'Disk Operation Failed: VDR 277'. Couldn't watch any channels or get anything else on my screen.

Tried calling customer services that weekend but a recorded message said there was at least a 30 minute wait time.

Got through on Monday 5th, was talked through various steps - reset the hub, the Vision box, the powerline adaptors. None worked. Was promised a call from the Level 2 support team in 24 hours. It never came.

I called back on Wednesday 7th and was talked through more steps to reset the hub and the Vision box. They didn't work. Was promised a call from the Level 2 support team in 24 hours. It never came.

I called again today (Friday 9th). Was told to reboot the Vision box one last time (even though I warned the person that I'd tried this already). She said it would take a few minutes to see if this worked so she would call me back in 30 minutes. That was an hour ago so I am not very confident she is going to call me. Even if she does, she will probably 'escalate' it to the Level 2 support team who will not call me.

So far I have spent three hours this week on the phone trying to sort this (and the language barrier has not been helpful). I just want to be able to watch the TV!

Does anyone have any recommendations?

BT_company_representative

Hi scotchbroth and Chattygirl,

I can help with your issues. Drop me an email with the details. You???ll get the contact details in my profile.

@ Joe R D,

Have you tried connecting via cable? Powerline adaptors rely on your internal wiring so if you could try connecting via cable and then do a full factory reset (you???ll lose your recordings at that point) it should help.

Cheers

David

Joe_R_D

Have you tried connecting via cable? Powerline adaptors rely on your internal wiring so if you could try connecting via cable and then do a full factory reset (you???ll lose your recordings at that point) it should help.

Thanks David, I did try connecting directly (at some point during call number 2) and did a factory reset. No difference.

I have since been told for the third time that I will have a call from the higher level support team. This time they said "in 24 to 48 hours"... still waiting, 24 hours later, so hopefully it will be within the 48 hour window.

They couldn't call sooner because of the queue apparently - but I've been waiting for this call since Monday so don't understand why I'm not at the front of the queue...

Ant_C

I am gutted I have found this forum today. I renewed 2 months ago when I was dead set to leave, should have ignored the BT rep and just left. I have a problem being overcharged since and like others I have found, BT are not interested in getting the problem sorted. I have been passed from person to person for phone calls lasting over an hour. The sole purpose of these long calls IMO is so that you get that angry and fed up you hang up.

Wish I could cancel and will be not making the same mistake again.

Looking to use BT? Don't bother TRUST ME.

Sanzy

Well folks, I am another one of the BT escalation victims. I have been trying to rselove some issues with BT regarding various errors, incorrrect billngs and techinical faults for 8 months. I have spoken or emailed probably all the people who work in the Glasgow executive office!! I think it is 17 people so far. BUt I have finally got them to see the light....although they will not pay propoer compensation for the multitude of hours I have spent fighting my corner.

Complaints are like ping-pong to them ----lets see who we can give it to now - so they will have to explain it ALL OVER AGAIN ....to frustrate the customer even more.

It is like a game to them. It amazes me how the people who work there sleep at night. A complete shambles. My advice - just keep plugging away. Once I have my teeth into something I am not going to let ignorance and lack of customer care defeat me....especially when I know I am right.