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BT Complaints & Escalation

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  • BT_company_representative
    BT_company_representative Posts: 1,861 Organisation Representative
    1,000 Posts Combo Breaker
    Hi Nearlyrich,

    If you send me in your details using the link found in my profile. I take a look to see why your Direct Debit amount has change. By the sounds of things you are on the Monthly Payment Plan Direct Debit and the monthly amount can change depending on the outstanding balance on the account.

    Thanks

    Paddy
    Official Company Representative
    I am the official company representative of BT. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • I am having terrible problems with both my BT line and Broadband.
    After replacing the Home Hub and having to renew the BT contract (following advice that there was fault with the original hub) and replacing the phone equipment I am still without a phone tone and if the phone should ring the Broadband cuts out.
    An engineer did come out and said that there was water on the line which was causing the interference and that the speed of the broadband we were receiving was greatly affected. Since the engineers visit I have made several further reports and spoken to lots of advisors and done the Live Chat and I am still in the same position but now with new phone equipment and an eighteen month broadband contract!
    When I now log on to my BT account I can not find the unresolved Broadband complaint that up until last week was still appearing as ongoing and all my phone reports are tagged as resolved even though I still have no phone.
    No phone means that I am having to make all the calls via my mobile and this is expensive especially when it takes absolutely ages just to get through the options before you have to queue.
    Further phone call today and the advisor said they can not track any fault on the line but I reminded them that an engineer has already been out and confirmed that there is a fault with the line. The engineer check the internal box and the equipment and said that the road needed digging up and line repaired, that was several weeks ago. But still a no show and no joy with the advisor.
    Has anyone got a suggestion on were I go next?
  • BT_company_representative
    BT_company_representative Posts: 1,861 Organisation Representative
    1,000 Posts Combo Breaker
    Hi Sevengales,

    It sounds like you have been through a bit of a nightmare trying to get this sorted. With what you have said about the engineer visit it does sound like a wider issue on the network. If you send me in your details using the link found in my profile. I'll take a look at this to see what is going on.

    Cheers

    Paddy
    Official Company Representative
    I am the official company representative of BT. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • Bims_2
    Bims_2 Posts: 1 Newbie
    I am currently experiencing problems with BT. I am in the process of loosing my house and moving back with my parents. BT have told me that if i cancell my contract early I will have to pay them £288.02. Which obviously I can not afford, they say this is because I am breaching my contract. They have also told me that i can have a direct line put into my bedroom at my parents place. My argument with them was that my parents are already with BT for internet and phone so why should we be paying for 2 lots in the same house. I asked the woman today that I had spoke to about this if I could set up a payment plan to pay the £288.02 over a period of time as I was told that I would not be able to do this, so I asked her ''Are you telling me that I just ignore all your letters and wait for it to be sent to a debt collectors to be able to set up a payment plan.'' Her answer was ''YES''.......... Once again BT customer services has an I dont care attitude. They seem to be as nice as pie when they want your custom and then when you are a customer they just dont want to know. NEVER AGAIN will I go with BT.
  • Bims wrote: »
    I am currently experiencing problems with BT. I am in the process of loosing my house and moving back with my parents. BT have told me that if i cancell my contract early I will have to pay them £288.02. Which obviously I can not afford, they say this is because I am breaching my contract. They have also told me that i can have a direct line put into my bedroom at my parents place. My argument with them was that my parents are already with BT for internet and phone so why should we be paying for 2 lots in the same house. I asked the woman today that I had spoke to about this if I could set up a payment plan to pay the £288.02 over a period of time as I was told that I would not be able to do this, so I asked her ''Are you telling me that I just ignore all your letters and wait for it to be sent to a debt collectors to be able to set up a payment plan.'' Her answer was ''YES''.......... Once again BT customer services has an I dont care attitude. They seem to be as nice as pie when they want your custom and then when you are a customer they just dont want to know. NEVER AGAIN will I go with BT.

    As much as I vouch for the "little man" against the "big man", I think you are wrong in this situation.

    You have broken a contract with a company (terminating early), they have offered a solution (switching service to your parents house) and yet you still complain. Sorry to hear of your troubles.
  • davidlizard
    davidlizard Posts: 1,582 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    Also having ongoing problems with BT (since mid-April), and the customer "service" that I am experiencing is by far the worst for any company I have ever dealt with.

    In short, there is no-one who will take a complaint seriously, and no way of escalating it to try and get something done. All I get is some Indian call centre employee who apologies and tells me "an engineer will contact me within 24 hours" - which never happens.

    In summary, about 5 weeks ago my phone/broadband became intermittant, and packed up completely by 12 May. Despite numerous calls over this 5 week period, we still have no phone and no broadband. Two engineers visits have not turned up. And BT will not even refund the line rental fee for a service that does not work!

    Where we live has very poor mobile connections, so we are heavily dependent on our landline. Not having a phone line causes some serious inconvenience - the nursery will not accept my son as we cannot be contacted so we are paying for nursery places we cannot use, my monitored home alarm will not work, my sky multiroom has had to be cancelled as that requires the phone line, and when my daughter had an accident at school, they could not contact us - they had to send someone round to tell us which was nearly 2 hours after the accident - just as well it was not serious!

    I can accept that equipment does break, but 5 weeks (and counting) to perform a repair?
  • I called BT in March to cancel my BT vision service (my BB was still in contract until July) I was told I could have the basic package for £4 a month and there was no contract, I could cancel at any time. I agreed to this and was assured that I could still cancel my BT Vision and BB together in July.

    I called yesterday to see when I needed to inform BT that I wanted to cancel and I was informed that I am still in contract until April 2013. The advisor I spoke to accused me of placing an order for BB on 31st March and this is why I can not cancel until April 2013.

    When I asked to speak to a manager suprise suprise there was none in sights. I was given an address to write into to complain. That is no good to me as I will still have to pay 45£ a month until the issue is sorted.

    I would like to know who I can speak to at the very top so that this issue can be sorted and BT arent getting any more money off me!

    Thanks,
    Emma
  • BT_company_representative
    BT_company_representative Posts: 1,861 Organisation Representative
    1,000 Posts Combo Breaker
    Hi emmalou135

    I have just seen your post and would like to look into this for you, if you checkout my profile section you will be able to find my contact details.

    Regards David
    Official Company Representative
    I am the official company representative of BT. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • davidlizard
    davidlizard Posts: 1,582 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    I have given up trying to get BT to do anything about this - approaching 7 weeks now since we started having telephone problems, and no telephone for the best part of 4 weeks.

    An further more, they offered to divert our phone calls to a mobile number for us whilst our phone was out of action. What they neglected to tell us is that we will have to pay a connection charge for each call that is diverted, plus a per minute rate, and have just received a phone bill for over £70 (it is usually less than £20) which is nearly all the cost of these diverted calls. Furthermore they are refusing the refund the line rental for the period our phone line is not working.

    So have decided that enough is enough and Virgin can provide our phone line instead.
  • BT are the worst company i have ever dealt with. for a year and a half, i eventually gave up. but since i got infinity the problem got worse. after nearly 3 month, countless engineer visits and engineers that dont turn up so my day is wasted. ive been passed from person to person and lied to. so eventually i wanted to complain. no direct number so i have to wait for them to call me, they dont. someone calls randomly a week later saying there dealing with my complaint then says she has to transfers me to the fault department. they dont know why i was put through to them and its a massive circle!! i have tried to cancel my contract and now they want to charge me to do so!!!!!! im fulfilling my contract with BT, BT are not fulfilling theirs. im now going to complain to the communications ombudsman. and im going to write to watchdog. i can not believe BT can get away with treating people like this!! SOMETHING NEEDS TO BE DONE.
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