BT Complaints & Escalation

Nerocuba

I called after the engineer didn't bother turning up to install my service at my new address....I took the day off and waited all day for him never to even call to say he isn't coming. I called and cancelled the all services and they acknowledged.

BT_company_representative

Hi Nerocuba,

If you don't have any services from BT, then you shouldn't be receiving any bills. I can look into this for you, please could you send me in your details using the link found in my profile.

Thanks

Paddy

moonspell

Activation day was last Monday when broadband and phone should have been up and running,

A week later and still nothing is working, I have contacted them on 4 different occasions, been on the phone to them about 2 hours (incurring mobile phone charges) and still nothing is working.
We asked yesterday to cancel our order as the service had not been activated and were told we would get a full refund and someone from their retail team would contact us today. (which of course never happened)

Guess what, I had an e-mail today letting me know that apparently phone and broadband are finally working and they are sorry for the delay!
Well... they are not working! Called them again asked again for a cancellation and they said they will call us back tomorrow.

Can't believe how such a big company can be so incompetent!
We are definitely going back to virgin where things did use to work...

Shockingly appalling

Deedee77

Looks like I'm not the only one disillusioned with BT customer service. Been left with a £99 call out charge for an engineer to fix a fault with my phone line. Engineer visited put 2 connectors on the wires and left the property with wires hanging out the wall. BT said the engineers report stated that the line was damaged when in actual fact the line was joined when it was installed a few years ago and was always like that. I've been made out to be a liar as apparently an openreach engineer would not have installed a line like that. I also didn't accept a mandatory statement accepting charges as I never heard anyone read it out due to the noise on the line and how convenient for the call not to of been recorded. I'm now going to have to resort to going to an ADR, just went back to BT again, what a welcome back!

perceptive-ric

I'm having significant difficulty having a fault with my BT landline fixed. I originally reported the fault on Wed 16 Oct, and was given a target date for repair of Mon 21 Oct, and am still without a line (and therefore Internet) today Wed 30 Oct.

I have had four different targets applied to my case, and BT's use of a foreign call centre where the operators have no ability to vary from their procedure, and in general all they can do is repeat Openreach's latest target date to you and blindly promise it will be working by then (even if they have no evidence of that) means they cannot be of help, or even comfort. Having finally decided they need another on-site visit (and read me the patronising spiel about how much they reserve the right to charge me), the first 'slot' they were able to offer is a further week from now. Even my request to speak to a call centre supervisor or manager was greeted with the response that one could call me in 7-10 hours time!

I work from home, and two weeks without Internet access has caused me to lose jobs, and incur significant expenses. If I have to wait until Wed 6 Nov, I significantly doubt I will still be a BT customer by then.

Ric

Clippyjo

Hey all, another BT epic fail. Signed up for phone and broadband when we moved. 1month, two missed appointments, two last chances, three different excuses, 20+ customer service representatives and hours of phone calls later we still don't have broadband. This morning we called to cancel and were told we would be charged a cancellation fee. We queried this and they said because they had provided us with wifi during our wait we would be held to term - but we haven't received the service we signed up for. Our contract is for broadband not wifi. Oh and we've been billed for everything including a the calls for them. This really isn't funny and is beyond a joke!

BT_company_representative

Hi Clippyjo,

I am sorry to hear about the problems you have had with your home move order. I would like to take a look at your order to see why it has been delayed. Please could you send me in your details using the link found in my profile?

Thanks

Paddy

OrwellWasRight

I've had a similar experience to others and this farce still continues.

BT owe me £200 when I made an advance payment on signing up.
The account was cancelled before it even got going due to BT's mistakes with transferring my existing phone number from Virgin. BT were requesting the phone number from another telecommunications company...not Virgin! So they kept telling me the number could not be transferred even though Virgin were telling me there was no problem.
(There were many other problems in the setting up stage but too many to recount here).
Since the cancellation on 11th October 2013 I have spoken to over 9 different people each telling me I would receive the refund with 3 - 5 days. I have just spoken to someone else who told me the refund would be actioned today and I would receive it within 7 days. I'm at a loss. The incompetence leaves me speechless.
Each time I am told the same thing with no explanation as to why I've been told on numerous occasions that the refund was already underway.
They will not call me back because apparently they can't do that! They couldn't see the irony in this statement!
I will write to BT in the hope that i can get my money back but I'm not holding out any hope. It would appear that people working for BT have a script to work from and in no way can they express an interest or any kind of care on a personable or humanitarian level.
It seems we cannot go and see anybody in person or speak with anyone in managerial positions.
So I will send a letter and will follow up here with any progress.

:-/

BT_company_representative

Hi OrwellWasRight,

I can look into this for you to see why the refund hasn't been done. Please could you send me in your details using the link found in my profile?

Thanks

Paddy

RYCBAR

I've been in contact with BT in the last couple of months about a big overpayment. I cancelled Sky Sports in 2009, turns out they had processed the cancellation, but not the billing. I've been offered half of the £350 they owe me (which to me suggests that they accept they've got it wrong, as if I was in the wrong, I suspect they'd refuse to pay me anything). I'm not accepting this, I want to make a formal complaint (they seem to be ignoring this request), they take ages to get back to me (if at all) and today I received a very badly worded email, once again stating an offer of half of what they owe.

It seems they want me to just go away, as I cant see the legal basis upon which they are witholding my money. Seems they are charging me for a service I never received.

One thing I have learned is to use the online chat, as you can print this out and have a record of exactly what is said. This is useful, as their line has changed from my initial phone call when I was told it was entirely their fault, to the latest email which seems to suggest that I am to blame.

I am not going to let this lie. I want my money!