BT Complaints & Escalation

jlt_2

Quentin wrote: »

There won't always be a BT contract in place when you move will there? (If there is, who will be paying for it?)

Don't they mean there is currently a BT contract running there?

Can't you tell the current bill payer at the new address you won't be taking over the contract there?

Thanks for the reply but I'm moving into a flat share & there is already a landline for the property installed with broadband connection, which I am allowed to use.

They are also in a contract so no chance of them cancelling & taking on mine.

Quentin

OK.

But how come the ETC is double the cost it would be not to cancel early?

Ask them to itemise it for you.

jlt_2

Quentin wrote: »

OK.

But how come the ETC is double the cost it would be not to cancel early?

Ask them to itemise it for you.

Thank you.

No ideal why it is so much.

I paid in advanced for Line Rental and pay monthly for broadband option 3 & the call package. Cost is £17.00 a month.

Will give them a call back.

TurnUpForTheBooks_2

Dear BT Company representative

My parents who are well into their eighties were called out of the blue a couple of years ago and persuaded to swap to TalkTalk.

For most of that two years they continued paying you £3.50 per 1/4 for a handset they had rented 10 years previously!

But that is by the by. They do not use internet and the only way they can find a telephone number occasionally is directory enquiries. TalkTalk's tariff is enormously complex and can only be viewed online (again my parents have no internet!).

I was recently looking at my parents' bill and discovered that they were charged by TalkTalk £21.04 for a 7 minute call to 118500 and £9.76 for a 3 minute call to 118500

Another poster said that BT had been fined for overcharging without fair warning on 118500.

My parents also got charged £3.67 for a failed call to an 09 BT defunct fault reporting line that was on a newer BT Big Button phone that a relative had given them (they wanted advice about why the 1571 light seemed to be on continuously). The call failed but was charged at £3.67 for 5 seconds.

In all then, £35 charged by TalkTalk with BT's name on it.

Sir Charles FFFFing Dunstone and TalkTalk Company representative want nothing to do with it.

Can you help please?

Quentin

How can you now expect the BT rep to get back the money you yesterday accused talk talk of stealing off your parents? (That thread has been deleted)

CAched copy of the first page:http://webcache.googleusercontent.com/search?q=cache:f61q-9MFrbwJ:forums.moneysavingexpert.com/showthread.php%3Ft%3D4871972+&cd=1&hl=en&ct=clnk&gl=uk

BT Rep - have a read before getting involved with this poster!

WorldofSab

I've had a NIGHTmare the last month with BT! :mad:

I moved house - BT decided to unilaterally cancel my contract, so when I move in - no phone, broadband or TV.

That was nearly 2 weeks ago, and I only just got my landline and BB. No TV as yet (they omitted to tell me that they'd forgotten to add the TV package, or that I can't get most of the channels from the new house) My phone number has changed twice during that time as well.

I have nothing in writing - no hard copy and they won't email confirmation of anything. Every time I ask them to confirm the package I've ordered, the price changes! It's ranged from £15.99 to £43 so far!

I've been on the phone for at least 1 1/2 hours PER DAY for the last 11 days on a mobile phone, and got precisely nowhere. I speak to lots of well meaning polite people who can do nothing.

I finally lost my temper today with one guy, whose opening gambit was to ask if I was calling him a liar when he said he'd been trying to contact me several times!!

Every time I ring, I ask for a manager to ring me. It hasn't happened yet. I have no direct numbers to call anyone, and I'm sick of explaining every single time I ring (on a mobile!) what the issue is. I am repeatedly assured that the complaints team are 'on it' and will ring me, but as of yet, nothing.

The general attitude has been one of assumption that I'll just give up and disappear - they don't know me very well!

Steer clear!! I only stayed with BT for ease (cue hollow laugh) as I've been with them for 20 years (rural location and very little choice until I moved) - certainly hasn't been easy.

As soon as I can, I'm off to either Sky or Freesat :j

BT_company_representative

Hi WorldofSad,

I am sorry to hear about the problems you have had with your home move order. I'll be able to help you with this. Please could you send me in your details using the link found in my profile?

Thanks

Paddy

WorldofSab

Thanks Co.Rep. Have sent email. Don't expect much to be honest. Just sick of it all now - I have both screamed at call handlers in anger, and snotted tears on them now. Had enough. It's not doing my mental health any good tbh

poor-relation_2

It's good to know I'm not alone in having BT issues, in a week it will be 6 months since my issues started.
I did a home move via internet and since then,
I have had a
20 yr contact cancelled
BT stopped old home service, but changed BB to a new tariff
numerous no show engineers
numerous rude operators from India
spent over 2500 minutes on my mobile to BT
had to set up Gmail account to use emails
and finally had retentions release me from my new contract because they cant sort the issue, which would be good but there are no other providers in my area that can give me the service I need.


It does seem that like others have said they try and wear you done so you leave and that solves the issue for them anyway.


The worst thing for me was not being able to use a subaccount set up so I could work unpaid for an animal charity, did they care NO !!


Tried Sky years ago, that was even worse and parents have talk talk and get frequent problems.


I've still got some free months BB left so have time to try and find another privider

redlady_1

We are currently having a nightmare with BT. Next door had their boundary (a hedge) cut and cut our line. We called for an engineer who said there would be no charge so we didn't seek a refund from our neighbour. Now it seems the engineer wasn't "within his rights" to say that there wouldn't be a charge and said in the report the line had been cut on our property ( not really sure how this could have happened as I was at home at the time so would have noticed someone lurking in the garden). Its not our boundary and no one ever comes onto our property to cut the hedge and we have never cut it. We have escalated it but quite frankly BT are rude and unhelpful. We are about to receive something called a deadlock letter which says we must pay this £100 before we can go to the Ombudsman.


Im pretty shocked that they are basically calling us liars and because an engineer has put in his report it was cut on our property then we are liable. So well done BT, a 30 year customer is about to leave. Complaints procedure my ****