BT Complaints & Escalation

Tomcat1961

A long Story, But in a nutshell, I asked BT to move a socket for me (a simple request i thought) I spoke to the representative. who said if i take out a new broadband package i could get it done free of charge. I declined as i knew it would not cost too much. A date for the move was made.
I then get confirmation from BT for a 2nd line to be installed??? So i Cancelled the appointment and tried to rearrange a appointment to get the socket moved. Appaernetly they could not do it now as my file had become corrupted, anyway numerous calls later and 2.5 on hold
I then contacted BT via thier residential compalints email. that chat extract is below (i have removed the representatives name)
*****************
Please accept my apologies for the delay in placing the shift order. I have looked into your account and can see the matter is in the hands of one of our specialist teams. They have fixed the issues that were preventing an appointment being booked and the shift order will be replaced today and you will receive a call from them by 8pm tonight to discuss a suitable appointment date and time.

Customer By Email ****
HI *****,
Surprise, surprise. No calls despite waiting all day. Can I have an update please?


Hi Mr ****
I am really sorry you were not contacted yesterday. I am placed a new ordertoday for a engineer to shift your main socket, the appointment is booked forWednesday 17th July between 1pm and 6pm, the order number is VOL012-78358590079The charge of £130 will show on your next bill due out on 18th August however Iam going to put your account into my diary and once the bill has been producedI will remove the charge as way of an apology for the poor service you havereceived. I am very grateful for your patience.

Best wishes
****





Customer By Email (******)
Hi I notice on the order that there is a Broadband activation date, and a new contract, what is that please? I have not asked for my broadband to be updated I already have broadband with you
****


Discussion Thread
Response (****)

12/07/2013 10:52 AM

Hi Mr ****

The order number is VOL012-78358590079, there is an update line on the pstn line (which is the phone line) that's what we want to to show so the main socket is moved and there is an add line of the visit charge. I cannot see any updates on the broadband line, no work is being done on the broadband. Let my know if you need any further assisstance.

Response (******)
Hi *****
I can assure you on the order I placed there is nothing changing on the broadband side of things and no new contract has been added.


Customer By Email (******)
Ok thanks, as long as you can assure me there is no new broadband contract, Correct?




Discussion Thread
Response (*******)

12/07/2013 11:23 AM

Hi Paul
I can assure you on the order I placed there is nothing changing on the broadband side of things and no new contract has been added.

Thats it. But the twist. yep you have got it. I went to cancelled my broadband 3 weeks ago, as it is unusable, it is so slow i cannot even listen to internet radio. Forget you tube ect. and was told i could not do that, because i was in a new contract. I complained and the response was as below, since then they refuse to discuss the matter and have ignored all email correspondence.

Subject
Complaints - Your order

Discussion Thread
Response (*******)

03/01/2014 06:59 PM

Hello Mr *******

Thankyou for your email,

I am sorry that you have been advised incorrectly but you are in contract until 14/1/15 this was because you re contracted to save money with the connection on the homemove order.

This should have been explained to you but this was only put in place for your benefit.

Hope this helps.

WHERE TO NEXT? OMBUSMAN???//

runner_bean

I renew my broadband contract every year to make sure I don't get rolled over onto an overly expensive contract. I am currently on Option 2 with Anytime Calls and CLI.

This year I started the process on 8th January and after talking around my requirements the agent I spoke to via 150 told me that BT could continue my existing Option 2 (40GB limit) contract at a rate of £16.82 per month (£11.34 for broadband and £5.48 for Anytime calls, including CLI). Later in the day I rang back, spoke to another agent, and accepted this quote. But after receiving no confirmation, and being concerned at this, I rang 150 again on 11th January and spoke to another agent who told me not to worry, my contract was all OK and that confirmation could take a few days. I was comfortable with this.

Today (15th January) I had still heard nothing so rang 150 again and asked yet another agent why I had received no confirmation. This agent told me that the only contract information on the system was about CLI, and nothing about broadband (!!). He then went on to tell me that the deal that I was offered never existed and that the best he could offer me was Unlimited Broadband at £20.65/month or 10GB at £15.65/month (both including calls and CLI). I explained that this was unacceptable as I had not only been quoted £16.82/month for 40GB but that the existence of a contract at this price had been separately confirmed on 11th January. I insisted on escalation.

The Team Leader/Manager I spoke to took the position that I couldn't insist on being provided with the deal that I had been offered as there was no contract in place for it, despite it being confirmed to me on 11th January that it was in place. As a way forward I have taken out an Option 1 (10GB) deal at £15.65/month including Anytime Calls and CLI and advised the Manager that I would progress this further as a formal complaint and would insist on BT's verbal statements being honoured or equivalent compensation provided.

My question is: Who/how do I escalate this compliant? I do not want to go around a loop I have already pursued, and calling 150 will only give me this. I am very disappointed at BT's position on this as it's not just the monthly cost that's an issue but the aggravation of multiple calls and other actions to sort it out.

highlandlady72

I'm trying to cancel my calling plan on my BT landline, so that plusnet can get the line rental sorted out with BT. So far I'm not getting anywhere.

tom1308

Hi
Offers and re-contract deals (retention prices) constantly change within BT and other service providers. It's very possible the offer you were given by the first advisor was only available at that time and from the team he/she was working in. I'd advise if you are offered a good deal take it at the time, or at least take the advisors department and clarify when the offer will be live till.
I'd certainly advise speaking with Plusnet, BTs budget brand. They do some proper british broadband and thats totally unlimited!!!! None of this foreign fibre optic nonsense.

tom1308

highlandlady72 wrote: »

I'm trying to cancel my calling plan on my BT landline, so that plusnet can get the line rental sorted out with BT. So far I'm not getting anywhere.

In what way are you getting nowhere? PLUSNET can do everything for you......

tom1308

runner_bean wrote: »

I renew my broadband contract every year to make sure I don't get rolled over onto an overly expensive contract. I am currently on Option 2 with Anytime Calls and CLI.

This year I started the process on 8th January and after talking around my requirements the agent I spoke to via 150 told me that BT could continue my existing Option 2 (40GB limit) contract at a rate of £16.82 per month (£11.34 for broadband and £5.48 for Anytime calls, including CLI). Later in the day I rang back, spoke to another agent, and accepted this quote. But after receiving no confirmation, and being concerned at this, I rang 150 again on 11th January and spoke to another agent who told me not to worry, my contract was all OK and that confirmation could take a few days. I was comfortable with this.

Today (15th January) I had still heard nothing so rang 150 again and asked yet another agent why I had received no confirmation. This agent told me that the only contract information on the system was about CLI, and nothing about broadband (!!). He then went on to tell me that the deal that I was offered never existed and that the best he could offer me was Unlimited Broadband at £20.65/month or 10GB at £15.65/month (both including calls and CLI). I explained that this was unacceptable as I had not only been quoted £16.82/month for 40GB but that the existence of a contract at this price had been separately confirmed on 11th January. I insisted on escalation.

The Team Leader/Manager I spoke to took the position that I couldn't insist on being provided with the deal that I had been offered as there was no contract in place for it, despite it being confirmed to me on 11th January that it was in place. As a way forward I have taken out an Option 1 (10GB) deal at £15.65/month including Anytime Calls and CLI and advised the Manager that I would progress this further as a formal complaint and would insist on BT's verbal statements being honoured or equivalent compensation provided.

My question is: Who/how do I escalate this compliant? I do not want to go around a loop I have already pursued, and calling 150 will only give me this. I am very disappointed at BT's position on this as it's not just the monthly cost that's an issue but the aggravation of multiple calls and other actions to sort it out.

Hi
Offers and re-contract deals (retention prices) constantly change within BT and other service providers. It's very possible the offer you were given by the first advisor was only available at that time and from the team he/she was working in. I'd advise if you are offered a good deal take it at the time, or at least take the advisors department and clarify when the offer will be live till.
I'd certainly advise speaking with Plusnet, BTs budget brand. They do some proper british broadband and thats totally unlimited!!!! None of this foreign fibre optic nonsense.

runner_bean

Thanks Tom1308 and I understand the changing offers issue. But in this case I insisted that the offer made was recorded on my account, and the agent I spoke to later when I accepted the deal confirmed that it was indeed still available. And this was reconfirmed three days later...

It's clearly not good enough and as I was told that there was a phone record of everything it IS going to get resolved. I wouldn't be so angry if it weren't that my retention discount this year is so measly.

highlandlady72

tom1308 wrote: »

In what way are you getting nowhere? PLUSNET can do everything for you......

Plusnet originally told me that they would deal with BT about the phone line.
Then I got a text from them yesterday to say "there is currently a social telephony service (such as BT Basic) on your line, which is preventing us from placing your phone order". And that I've got to contact provider to get this removed.
I've been trying to get a hold of an actual person at BT to speak to about cancelling BT Basic from the account I've got with them. And
I'm going to get back in touch with Plusnet & see what they say.

BT_company_representative

Hi Runner_Bean,

I would like to look into this for you. Please send me in your details using the link found in my profile.

Thanks

Paddy

pdslhy

I signed for BT Privacy with Caller Display free for 12 months on 10 Dec 13, which should start from 4 Jan 2014.

However, I found my bill has been charged £1.81 for the Caller Display. I went to BT online chat at 11am on 9/1/2014 about the bill. I was told BT would arrange it for free. But on the next day, 10/1/2014, I found Caller Display has been disabled. I filled the online form about the matter, I only received the reply by email to ask me to wait up to 10 days. On 11/1/2014, I received another email from BT to suggest me to find the answer on BT website instead of solving the problem. BT has taken away the caller display charge from my bank on 14/1/2014.

Now I have no Caller Display and been charged for the service despite I signed a new 12-month contract and no one would sort it out for me.