BT Complaints & Escalation

jane271

I have completely lost my patience now.

Ordered an Infinity 2 package with TV online. We wanted totally unlimited. Engineer turns up all fine. Told on the day we cant get infinity 2 in our area! so have infinity 1.

Didnt get the extra 18 channels, still dont have the 18 channels included on the package that we ordered. Have been told I need to pay extra. Called customer services 4 times, promised all sorts including call back, emailed customer service. No replies, called today, told we cant help you as we don't deal with online orders?!?!?! told to email, because obviously that will generate a response. Told I wanted to cancel as they haven't delivered what i promised and faced with cancellation charges.

Anyone got any advise on who to contact, as nobody wants to 'own the problem' I wish I hadn't changed from our great independent supplier - I'm sorry AAISP you guys are the best and I wish I'd stayed.

Anyone thinking of getting a contract with BT DON'T DO IT, customer service is ZERO!

Steph312

Anyone else experiencing problems with btsmarttalk app. I'm currently having an error and cannot submit an online email enquiry due to some page loading error. Any ideas??

mahoney95

Nice to know after reading this that I am not the only person pulling my hair our with BT:

Ordered a new (additional) phone line in November with Broadband to be installed in my property.

Get an install date of 6 weeks later which is long, but ok... fine..

Install date in December comes around and the router arrives, however the install slot comes and goes with no sign or sound of the engineer. Finally ring up and speak to someone who says there has been a problem at the exchange and they need to reschedule.

Ask for the order to be escalated as its quite urgent (needed for work) and told the once exchange is sorted I will get the 1st available exchange date. A week later I get a text confirming a new installation date - in another 4 weeks time!!

So 4 weeks go by and installation date comes (28th Jan), ring up BT to confirm "yes sir, an engineer is due today, all looks fine", engineer slot comes and goes and no bloody engineer, no call, nothing!!

Ring up again, and speak to a very apologetic person that resides in some other part of the world, who in actual reality still has no idea when im going to get the services I am paying for.

Already over 2 months spent on this, £600 in lost earning due days off, countless hours on the phone, been billed for 3 months of service that hasn't even been put in yet and no resolution in sight. Cant believe a company can operate this way and still be in business

BT_company_representative

Hi Steph312 and mahoney95,

Please use the contact info that can be found under my profile to send over details of the problems you are having and we'll be happy to help you get this sorted.

Thanks

Neil

lewis_wolckenhaar

I have paid BT to install a phone line on my property since august last year and all I keep getting is BT engineers coming out saying they can’tdo anything, planning needs to be done, but no planning ever gets done, despite many calls to a Indian call centre I get nothing. I am trying to run a business from the address and desperately need a phone line. I feel at a total loss and want to give up with BT but cant as im trying to start a business, any help would be really appreciated

Steph312

Hi just sharing the message i sent to the bt rep trying to divert all their posts from users on the receiving end of their pathetic attempt at customer service and nightmare products.

My BT smarttalk app was having problems and not being recognised on my two mobile devices. Currently an offer to register up to 5 devices until the end of today 31.01.2014, and conveniently after having to reset and reinstall this app on both devices and on the final step of completion the bt phone line has gone dead. Is this offer too popular. I'm posting my comments on mse forum, all your bad press needs to be aired to warn others. So since my phone that's been here 5 years or more has completely gone kaput today, I'm unable to complete the signing up of my second device. So I'm writing to have it done from your side. Im sure by tomorrow or in a couple of days this fault will conveniently resolved itself. Funny how things work like that with you guys at bt but, I'm starting to understand how you operate. Now that I've bought a whole years line rental and applying for this offer I guess you need to make additional money somehow. Low and behold some magic fault on my line, and £126 to repair if engineer says so. Yeah I think users should buy a phone line checking device from eBay not even £5 and check themselves and find there nothing wrong with it from their side in most cases how could you trust a bt engineer. Even if it was outside they'd say it was your line to reach sales targets do you think MSErs are stupid or what really?

BT_company_representative

Hi Lewis,

I can take a look at your order to see why it has been delayed. Please send me in your details using the link found in my profile.

Thanks

Paddy

moodydonkey

I had a landline working but no internet at my oh house, engineer came out and we weren't connected at the exchange. He said he would check all sockets, we have 3. Job done or so I thought. I moved in a month later and the phone wasn't working. Phone bt explaining I think engineer has done something wrong as no sockets were working. No problem, engineer booked and we asked literally 20 times is there going to be a charge. No madam itwas obviously the last engineer. NO CHARGE. Engineer comes out, confirms last engineer had wired main socket wrong so no charge. Checked other 2 sockets assures je everything is great but that he was hungover because he had been on the lash on a stag weekend, fair enough we all do itl
Two extra sockets still nor working but main one does so not that bothered tbh. Fast forward to 129.99 being taken out of my bank account and numerous calls to bt who quite clearly don't give a damn and have no record of any work being carried out on my sockets and no evidence of me being told I won't be charged.
Been with bt for 20 years and I have never recieved the downright lies and shonky service that I have recieved this past month. It has been an absolute disgrace.
I now have to go to ofcom to complain.
Bt just lie and lie because they have you over a barrel and there is nothing you can do about it.
DISGUSTING

Steph312

BT_company_representative wrote: »

Hi Steph312 and mahoney95,

Please use the contact info that can be found under my profile to send over details of the problems you are having and we'll be happy to help you get this sorted.

Thanks

Neil

Hi

I've tried to send a message via the links in your contact description, however I continue to get a error message saying the page can't load. I can connect to most other websites it just seems to be bt contact page that has some kind of error. What are my options now for contacting bt by email? Many Thank

BT_company_representative

Hi Moodydonkey,

I would like to take a look at the details of your BT account. Please could you send me in your details using the link found in my profile.

Thanks

Paddy