BT Complaints & Escalation

studentsaver166

Paddy (or any other BT rep) -

I was given a link to that form by someone else and have submitted it. I received a confirmation of receipt, with a reference number. How long should I expect to wait for someone to pick this issue up and call me?

BT_company_representative

Hi Sammiewoo,

I am sorry to hear about the problems you have had with your Vision box, from what you have said it does sound like the box is faulty. I can take a look at this for you.

Please can you send me in your details using the link found in my profile?

Thanks

Paddy

BT_company_representative

Hi Studentsaver166,

Thanks for sending in your details. We do try to reply as quickly as we can. We are extremely busy at the moment so please allow a few days for a reply.

Thanks

Paddy

Moss11

We, as a small business have been loyal to BT for many years. Separate broadband and phone line. Broadband was cheapest option 1 at £15 per month. They called at beginning of July that contract was finishing. After much discussion the best they could offer was £16 per month combine phone calls and broadband with 500 free mins. I asked for written communication confirming, as I like to make sure what the agreement is. Since then I received bill for broadband of £23 monthly and no mention of 500 mins other than £360 committed spend which actually with 500 free mins we will not achieve. I have contacted at least four times (with calls lasting 30-40 mins) regarding this, last occasion Broadband was at £19 per month and when stating original agreement they promised to call back after listening to recordings, they have neither called back or e mailed. I understood the bills were being combined but last agent I spoke to said I would receive separate bills. I feel they have broken their side of the contract and I should be able to rescind any verbal committment from my side. E mailed their complaints department 5 days ago and have only received automated response.
Where do I go from here?

SuddenLunch

Since BT disconnected our phone line over a month ago and then 10 minutes later texted us that they couldn't complete the work for ... who knows I have spoken to 18 different people and heard all sorts of stories. The story gets more and more bizarre and pathetic including the erection and dismantling of traffic lights without doing the work! I have had a book published recently and sales are plummeting without the internet and we have other more serious problems that need constant phone use. I am livid.

BT_company_representative

Hi SuddenLunch,

I'm sorry to see you're having problems. Am I right in saying that you're moving home and there is a delay connecting services at your new address? I can help you sort this out. You'll find our contact details in our profile.

Whenever we've received your details we'll take it from there.

Thanks

Robbie

Kaoslisa

I am currently having a nightmare with BT trying to move home.

When I put the order to move home I was assured by the sales person that my old line would be disconnected on the 30th of August and the new line set up on the same day (we are moving into our new house on the 30th)

This seemed sensible as the house we are moving too currently has a BT phone line and BT broadband so nothing new really needs to be set up.

Then last Friday their off shore team call me to tell me we wont be activated until the 10th of September! I complained and was put through to another adviser who again assured me that we would be activated at the latest on the 1st of September.

Roll on today where I thought I would check up on this as nothing had changed on my account. The activation date was still 10th September. Spoke to an adviser who told me that the current residents had agreed to disconnect their phone line on the 30th but couldn't give me a reason why the engineer had changed our activation date to the 10th of September.

We placed this order on the 14th of August its ridiculous that is taking this long to activate a line that is already set up and just needs a new phone number! Myself and my partner are both IT professionals and require access to the internet for our jobs so to be without it over a week is not acceptable.

I'm now considering my options as no one at BT can give me a straight answer as to why it is taking so long so I am looking at other companies to provide my broadband and phone line as they will probably be cheaper and hopefully more helpful.

We were only staying with BT as we thought it would make the process easier...how wrong we were!

Moss11

Anyone offer advice!

BT_company_representative

I can look into this for you if you wish Kaoslisa. Drop me an email with the details. You???ll get the contact info in my profile.

Cheers

David

JBond007

Hi. Iv got a thread going for my problem called BT charges I think are incorrect but just wanted to say if you are having problems with BT, been on to customer services etc. You should call the chairmans executive office. They have a special team for escalations etc. find the number of Sir Michael Rake, BT chairman on ceoemail . C o m

Best of luck