BT Complaints & Escalation

BT_company_representative

Hi Jimmy Cricket,

Yes that's the webform you need to fill in, sorry about any confusion caused.

Thanks

Neil

mc_manchester

scooter_aust wrote: »

I am currently having what I would call an "experiance" in the worst possible customer service and total lack of ownership I have ever experianced with BT.

Does anyone know how to get complaints resolved?

I am owed over £300 due to incorrect billing and after speaking to 7 differnet people at an average of 30-40 mins each over the last month I am no nearer getting things resolved.

any help would be appreciated.

I have every sympathy for you.
I have just joined BT and pulling my hair out, 3 missed installation dates and only the offer of a £10 refund.

If you have exhausted avenues with BT go to their regulator. I find the regulators don't have the teeth you would hope but eventually should get a resolution. Good luck as it can seem quite easy just to give up/call it a day. Greater penalties should be available to reflect the time and energy needed to get a resolution. I wish I had stayed at Sky. whilst they are far from perfect they were marginally better.

Nodrog50

I've just come off the 'phone after the second long session trying to get some satisfaction from BT.
My elderly father in law recently commented that all of his credit with BT seemed to have evaporated and now he was owing them money. He didn't understand why as he uses his telephone very little (fewer than 30 calls a quarter, in fact). He's in his eighties and does little more with bills than open them, read them once and stack them on a table. I don't blame him; BT's bills can be so complex that even clever young people find them difficult to fathom!
We found that he had his bills right back to 2007 and this allowed us to discover that way back in 2009, his call charges were mysteriously transferred from TalkTalk to BT. At the same time, he was put on a 'Calling Plan'. Sometime later, 'Friends and Family Mobile' was added to his bill. He's gone from paying about £60 a quarter before all this began to paying over £90 a quarter on his last bill. He has never once requested any change to his service. (He's the sort of person who still thinks that you rent a line and pay for each call you make, like in the days of the GPO.)
I telephoned BT and explained all this in December. I was offered a £24.60 rebate (the Call Minder charge, the Calling Features Pack charge and the F and F Mobile charge). I explained that this was just one quarter out of many and the gentleman on the BT side promised he would investigate.
I called back today and, after going over the same information with another BT representative, was offered (wait for it) £15. That's less than one quarter's overcharge. I told him that was a paltry gesture.
The BT man was sympathetic in tone and put me on hold to pursue the matter with his manager but he came back on to reiterate the £15 offer and say that they could not check up on why they had added all these charges (even though I quoted the order number from the bill in 2009).
The long and the short of it is they aren't interested.
We've immediately changed his supplier. Woe betide BT if they dare ask for 'breach of contract' charges!
I'm writing a formal complaint to BT in Durham and will be following it up with the Ombudsman but I really doubt whether I'll get any satisfaction.
All I can say is...stay away from BT. There are plenty of less-bad alternatives.

bigpete1973

Afternoon all.
Running out of patience here. Can anyone offer a solution or advice?
Not even a customer of BT yet!
Wish I was but they sub contracted my installation out to "Kelly Communication" who tried to install on 31/12 and was unable to complete the work as there was a fault with the main hub/"cabinet" at the end of my street.
Since he was a subcontractor for OpenReach he didn t know what to do. So he left.
Since then I have had FOUR promises to call me back with an installation date broken.
I have chased each time and promised to have it resolved in 24 hours. Still nothing.
What can I do since OpenReach is not customer facing and BT have an inane ability not to want to help?

BT_company_representative

Hi Bigpete1973,

I'll be able to help you with your order. Please send me in your details using the link found in my profile.

Thanks

Paddy

mwebb1107

Every time I try to login to the new BT Mail and indeed the old system. I get a message saying that my password is incorrect. I end up going to the chat system and getting it reset. I then create a new password only to go through the same problem next time I try to login. This has happened at least 3 times in the last month or so and is becoming very annoying. I still receive emails in my pc mail program but cannot send and when I am abroad and need to collect mails it is impossible without going through the same thing all over again. Can anybody help with this?

BT_company_representative

Hi mwebb1107,

I can take a look at this for you. Drop me an email with the details. Contact info in my profile.

Cheers

David

adam.bellerby

I've had a similar problem to bigpete1973

Initially phoned on the 18th December, was told that it would be installed on the 31st December.

Order was subsequently cancelled because there was "a fault with the line", 3 weeks down the line after hours on the phone and numerous cancellations they've discovered that there is "a fault with the line" and someone is coming on the 23rd Jan to fix it.

The original reason for delay was that the previous tennants' line was still active?

It doesn't ring true to me

modgit

Is there a direct email for complaints? I've just spent the most frustrating 2 hours onto help and have come off having no idea if they've sorted my problem or not. I can't face another 2 hours of hanging on and being misunderstood to see if they've sorted it.

sb12

Currently having the worst experience with BT. Started last week with a lightning storm and as a result phone line lost - these things happen! Lost dial tone but broadband worked. Phone would also ring occasionally but on answering all I could hear was static.


So I went ahead and reported the fault on the automated system on the 3rd January. I also tried several attempts to use the live chat on their website - queued for ages before getting the message to try again later. Tried 4 times that evening with no success.


Wanted to speak to someone regarding this issue in detail so tried again the following day - 4th January. Use the telephone contact and requested a callback - never happened. So tried again on live chat and finally got through after many attempts - advisor phoned me and discussed the issue. Problem between exchange and home and a team would have the issue resolved by the 9th January. Could also track this online.


Waited patiently until the 9th and tested the phone at 5pm this evening to hear a dial tone - fantastic. Job done, or so I thought!


An hour and half later the phone rings. I pick up only to hear static again. Also found that once again there was no ring tone. BT then phoned my mobile to check if the service had returned. As a result I tested a corded phone at all available sockets including Master (which has no test socket) with all other devices disconnected. Still nothing. They advised me an engineer would be required to make a visit. Explained I couldn't understand why I would have a dial tone one minute only for it to vanish a short time later. I even made a couple of calls on it before service was interrupted again.


My mobile then disconnected due to poor signal so I went to phone again to discuss the matter further. Estimate of a 20-30mins wait so I requested a callback within an hour. 2 hours later no sign of a callback so I phoned again. Got through only to lose signal again.


Tried one last time and got through only to be told an engineer was only available on Weds 15th January and that I could end up with a charge of £129.99. I requested a callback from a supervisor to discuss the matter further and guess what - yet another call not returned. That's 3 in total!!


So by then I will have been without a phone for 12 days which I feel is totally unacceptable. I have a 6 month old baby and no reliable way of making calls should I need to in an emergency.


I just want the service I paid for back and working reliably. Contacting customer service takes hours and I really don't know what to do next. A charge of £129.99 would just be a massive slap in the face after going through all of this!