BT Complaints & Escalation

Joe_R_D

It has now been over 48 hours since I was promised a call "within 24 to 48 hours" by one of the higher level support team. It is the third time in a week I have been promised such a call.

To recap, I haven't been able to watch BT Vision for over a week - it needs a software update, it starts to download it, then freezes with Error Code VDR 277.

On three occasions I have called customer services, spending over three hours on the phone in total. Each time, the person I spoke to was unable to fix the problem, and told me they would escalate it and that I would receive another call in 24/48 hours. And each time I have had to call back myself and we have started again from the beginning.

I'm getting very frustrated now. I'd like to be able to watch BT Sport - but actually, any TV will do.

Does anyone have any suggestions?

BT_company_representative

Hi Joe R D,

Please can you send me in your details using the link found in my profile? I would like take a look at this for you.

Thanks

Paddy

Joe_R_D

Hi Joe R D,

Please can you send me in your details using the link found in my profile? I would like take a look at this for you.

Thanks

Paddy

Erm, three days and counting and I've had no follow up to this (let alone the call "in 24-48 hours" I was promised last Friday).

Coming up to two weeks of having no BT Vision.

Joe_R_D

Quote:
Please can you send me in your details using the link found in my profile? I would like take a look at this for you.

Thanks

Paddy
Erm, three days and counting and I've had no follow up to this (let alone the call "in 24-48 hours" I was promised last Friday).

Coming up to two weeks of having no BT Vision.

It has taken a lot of chasing but now, finally, have had a call from someone Newcastle-based at BT Vision offering to sort this - very relieved.

NUTTER123

Don't post here very often but what is a reasonable time to wait for a gift card? Signed up to infinity 24th may, Activated 4th June and we are in 19th of august and there is absolutely no sign of a gift card for me whatsoever (and not even getting any help via customer service either)

syko29793

NUTTER123 wrote: »

Don't post here very often but what is a reasonable time to wait for a gift card? Signed up to infinity 24th may, Activated 4th June and we are in 19th of august and there is absolutely no sign of a gift card for me whatsoever (and not even getting any help via customer service either)

Have you claimed it via this link ?

https://www.vouchers.bt.com/offer/sainsburys

NUTTER123

syko29793 wrote: »

Have you claimed it via this link ?

https://www.vouchers.bt.com/offer/sainsburys

Done that and phoned them too (was passed from pillar to post with at least 3 different numbers) Still no joy

studentsaver166

I work for small charity where we are signed up to BT for all of our comms.
A couple of months ago, I called to resolve a billing query and at the same time was roped in to renewing our contract for a further 3 years. Huge mistake.
The first set of bills we received for the new plan were almost 3 times the amount I was expecting but I couldn't fathom the gobbledegook that is the bill breakdown and so I called the Billing department to attempt to get an explanation and, perhaps, some amended bills. I wasted nearly 2 hours of my time being passed from department to department, with each person telling me something different and often contradictory to what someone else had said. No-one seemed to be able to explain to me why the costs were so high. Eventually, after much frustration, I was able to ascertain that I had been mis-sold a call package that had been applied to the accounts. I was reassured by a manager in the Billing team that the accounts would be on hold while the issue was investigated by the back office team, who would then call me to confirm what was going to be done to resolve it, and then that same manager would call me once again to ensure I was happy with the resolution.
The back office called a few days later, and confirmed the amount that they would be crediting back. It still didn't bring the bill down to what I was expecting that it would be, having previously established what the real costs should be with the Billing team manager. They were unable to explain to me why this was, and said that they would have the Billing team call me again to investigate further.

After all of this frustration, I filled out a customer survey form and gave very negative feedback.

The Billing team never called me back, the manager I had spoken to never called me back. A few days later, however, a woman called me from another department, having received my negative feedback, and wanting to resolve the issue. She looked into our accounts and said that she could see that not only had we been charged for a call package that I had not requested, but we had also been incorrectly charged connection fees on all the lines that we have had for the last 3 years. She said that she could not understand why Billing had not noticed this in the first place. She assured me that she would personally see to it that the original bills would be cancelled (not credited; cancelled) and reissued at the correct value. She assured me categorically that the issue would then be concluded and that I needn't deal with it any further.

Fast forward to this week, and I logged on to the online billing system to download what I hoped would be the amended bills, plus the new bills for this month, in order to pay them.
They are still not correct. There are still charges being applied for call packages that I did not request, there are credits showing for arbitrary amounts that do not seem to tally with any figures that I have been given by BT and the overall totals are just not correct for either the past month or this month.

I called the Billing team AGAIN and asked to speak to a manager. The person I spoke to was evasive and unhelpful and would not put me through to a manager. I insisted, she resisted. Eventually, she assured me that a manager would call me back the same day. They didn't call until today.

Now I have spent a further 2 hours on the phone to Billing to be told that there is no record of the conversation that I had with the woman who promised to resolve everything and that, seeing as I cannot provide a reference number for it, they have to assume it never happened. There is apparently no record of cancelling the call package that was mis-sold and this now has to be passed over for further investigation. Basically, I am back to square one. I am now waiting for a credit note to be issued for the incorrect connection charges and apparently must then wait 7-14 days for a different department to call me about the call package and to hopefully be sent a separate credit note for that, and an amended invoice. Who knows what that will look like!


It also seems that the bills I am being sent on the online system are not the same bills that the Billing team are looking at when they talk to me, despite them having the same reference number. The Billing team cannot tell me why this is, nor can they apparently look at the bills that I am looking at. I have to wait 7-14 days before calling the Online Billing Team to ask what the hell is going on there.

This is an utter shambles. I have NEVER received such appalling customer service from any organisation that I have ever encountered. It is beyond disgraceful and yet no-one at BT will give me any information about how to make a formal complaint.

I am disgusted. Avoid this company at all costs.

BT_company_representative

Hi studentsaver166,

I am sorry to hear about the problems you have had with your BT bill. I would like to look into this for you. Please could you send me in your details using the link found in my profile?

Thanks

Paddy

sammiewoo

I too seem to be banging my head against a brick wall with BT. We started having a problem several weeks ago with the picture pixellating, then the picture started freezing, we were getting low freeview signal messages and the box was restarting itself several times a day. Phoned the helpdesk several times and reset everything in many different ways but still no improvement. I was then told we had old software on the box and nothing could be done until we had the update and that if they sent an engineer out we would be charged £99 on the spot as there was nothing wrong with our box!

I phoned customer services last week threatening to cancel our contract unless they sent a new box and spoke to a lady there who said we were due for an update on 18th August and that if there was still a problem to ring back after the update and it would be sorted out. The actual update came through yesterday when I noticed a green light on the box - we have had to watch the tv through other methods for several weeks now, only trying the bt vision box occasionally.

I switch to the bt vision box to be met with a big red cross on the screen! The box was unplugged and plugged back in. Message came up that a tool was being downloaded through usb and then a message the box was updating (would take 30 minutes) and then as it was in progress of updating the Disk Operation Failed message has occurred appeared!

I have reset everything in the house again as last time and still the same error message, so rang bt tonight and had to wait over half an hour to be connected. Was made to reset the box, hub and adaptors yet again even though I had done that just before the phone call. I was then assured that the box was fine and would work after it started to update again.

Well what a surprise! Same message as before!! I am now waiting a call back but not holding my breath!

Over 3 weeks we have been without our bt vision box and still there is no sense of urgency with the bt helpdesk! All we need is an engineer or a new box!!!

Please Mr BT Company Representative contact me and get this sorted out!!!