BT Complaints & Escalation

AandA_2

I've just moved into a new build, myself and my neighbour contacted BT 2-3 weeks ago 4-5 weeks ago for my neighbour. The engineer never turned to my neighbour and although BT is supposed to be a communications company they seem to lack the capability of 'communicating' so no suprise my neighbour stayed in all morning waiting for them to turn up, when they didn't he contacted them and was told that there was an error in the exchange so until this was fixed they wouldn't be able to fit a new phone line. Being aware that we were also expecting a BT engineer to come fit our phone line a few days later he informed me of the problem so I thought it best to contact BT and check if the engineer was still scheduled to come out. Even though I pointed out that our neighbour was told they couldn't get a phone line fitted I was ensured that our engineer was still scheduled, so my wife took the morning off work and stayed in the 8:00 - 1:00 time slot came and went and no engineer turned up. No supprises when I rang to ask what was going on apparently there's an error within our local exchange... strange how I knew that 3 days before they did! Any how I've been promised (twice) that a 'manager' would call me back to discuss the situation but as yet nothing. I'm a self employed Graphic Designer so internet access is extremely important and i've just this minute received an email saying that the engineer will be out on the 2nd October - this will be nearly two months after the initial order was made! Somebody HELP!

BT_company_representative

Hi Moss11, & Studentsaver166,

As your case relate to a business account we would have passed on your details to my colleagues in BT Business for them to deal. If you haven't had a reply from my colleagues in BT Business, please send me in your details using the link found in my profile I'll make sure these get picked up as soon as possible.

Thanks

Paddy

BT_company_representative

Hi AandA,

I can see that you have sent in your details using the link in my profile. We will look into the details of your complaint and reply to you as soon as we can.

Thanks

Paddy

MarkDSherwin

I bought phone equipment from BT a year ago. They not only charged me the full cost, but then are also charging me a monthly rental of nearly a quarter of the full cost.

After waiting hours for a chat session - being promised the average wait was under 10 mins - the system has thrown me out numerous times. It seems the only way to get something resolved is through laborious telephone support.

Everything seems designed to avoid speaking to you or resolving your problem.

jonnycars

Hi, I too am having bad customer service from BT, After ordering my services online and BT providing me with a youview box although i cannot get infinity and therefore can not watch BT sport on my TV, BT stated i would need a viewing card, which does not fit in a youview box, phoned BT to get box swapped before it arrived, 2 times I phoned to be told yes it will be swapped, nothing turned up apart from the you view box, last call to BT and £25 to swap boxes, operator on phone said as it was a online order he could not deal with my complaint and i had to complain online, this i did on got no were, last email i got from BT stated this:
However, it is clear that you have ordered a Youview box as part of your order. In the absence of the email above, and any evidence that you could not order a Vision+ box, I have no option but to maintain the charge of £25 to swap your box. This will be BTs final word on the matter.

Thanks for getting in touch.

Best wishes,

Sukh Singh
BT Digital care

How rude to say 'this is BT final word on this matter' talk about fobbing you off, the system never gave me the option to pick a vision + box, just sent me a youview box.

BT sort this mess out!!!!

Moss11

Received response today from BT by email regarding my account concerns. I think this was more a result of my recorded delivery letter rather than here, but I am grateful for the support shown, it's nice to know there is somewhere to bring up these issues. All I have been asking for was written confirmation of the new contract and an assurance that it was now set up to original agreement.
They have clarified the contract and explained how the credit was worked out.
I am pleased that I now have in writing what was discussed initially, although how Business Complete actually works is still quite confusing as to the committed spend, what they say in email is different from terms and conditions!
What really worries me is I am prepared to stand up to THE SYSTEM, there are lots of customers who must have the same happen to them and they don't know where to turn!
Anyway thanks for help and support. I do hope those of you who feel let down by BT will get your problems sorted soon.

Yorkshirefi

Hi

I am also experiencing the worst service from BT. Ordered the infinity package on 10th august, engineer comes out 10 days later to find there's a fault. He says the engineer will contact me in the next day or two to arrange to be fixed. I hear nothing so five days later I call and the manager says I have made a note to call you back before I go home today. I hear nothing. I follow up on Saturday and we finally arrange a visit for the 7th sep (nearly a month later). I explain this is not ideal as we have a family birthday but as I need internet for work I will take it. The engineer fails to show up. I then have to follow up on the Monday because again BT fail to let me know. They then reassure me that the engineer is coming on the 16th. I call them on the Friday before to check this as I am taking another day off work. They reassure me (again) and say they have paid £175 at their expense to fast track the order. I have taken today off and they call at 10.30am and say they're not coming! I have never experienced service like this. Not only that, the next appointment is on the 26th, ten days time. On top of all of this, when you call up you have to explain this to every person you speak to (because they transfer you to several different people) and promise they will get back to you but don't. They email and say they are 'personally managing your case' but when you reply it goes to a generic email with an automated reply to say they will get back within three days. Massive communication failure. I used to have Virgin when I lived in London and never experience service as bad as this.

BT_company_representative

Hi MarkDSherwin & Jonnycars & Yorkshirefi,

Sorry for all the problems you guys are having. I can help you sort everything out. You can get in touch by using the contact details in my profile and whenever we've receive your details we'll take it from there.

All the best,

Robbie

dexterwolf

Myself and my father both had BT packages ( dad internet, Me internet phone and TV)

Both of us have had problems. Myself my case has been resolved but my father has had months of promised broadband speed issues
. When it was not resolved they moved him to a lower tariff. But guess what they disconnected him 4 days ago and the support is very poor. First they said that they will monitor his line for a couple of days. Then he finds out last nigh they had disconnected his broadband. He is awaiting a call at the moment. If the representative could pass me on his details so that he can get this resolved.

jdparry1978

I am posting on here just to backup what hundreds of other people have said and to help other people not make the stupid mistake I did.

I decided last month to move my phone and broadband to BT as BT promised me faster broadband speed and cheaper cost. I was originally with Sky, and for the record, I was very happy with them, I just wanted faster broadband.

My switchover date was yesterday. I was promised that I would have no longer than 30-60 mins downtime between switching over. It is now nearly 4.30pm the following day and I am still not on BT. To make matters worse my phone number has been changed and I am receiving numerous calls for another BT user who is very annoyed with me that his phonecalls are coming through to me.

I have made over 15 calls to BT over the past 2 days. The foreign call centres are a waste of time, and to be honest, the British ones aren't much better. I was lied to 3 times yesterday just to get me off the phone. I have been fobbed off twice today, and have just finished another phonecall where I was on the phone for over 40 minutes, and in the end the lady took my mobile number and said she would call be back later as she cannot find the information she needs as to why this has happened.

I just want to be back with Sky now with my original phone number, but I cannot even seem to find someone who can do that for me.

BT is a complete wast of time. I had a bad experience with talk talk about 3 years ago, but BT are much worse. They are liars, and are totally clueless. I was lied to by sales to get my business and have been lied to by customer service yesterday and today.

DO NOT!! go with BT. You will regret it. I certainly do and I have only been with them less than 2 days.