BT Complaints & Escalation

ianhs

I have just read this thread to see if anyone else is having problems with BT, the same as i am experiencing.

Complaints on this site are daily, sometimes several a day

What is more worrying is there is a BT rep answering and offering to help. am not saying he isnt helping, but does he do this on the side, after work? as surely this forum should be bought to the attention of the people at the top

it is just inexcusable that a company who are living on past reputations to sell a product that is not fit for purpose!!

nickcc

There is more than one Person who posts under the BT rep forum name, as far as I know they are part of the BT help team. I know many have numerous complaints regarding BT (as did I before my switch to Sky) but the help team sorted out a refund of incorrectly applied charges which the call centres had promised but never actioned.

Red_Ant

It does amaze me how a company as big as BT can tolerate such an awful Customer Service approach. I ditched BT because of this, but still deal with them on behalf of elderly parents. Latest BT policies seem to be built on the fact they have a large customer base who have been with them for so many years they can lump charges onto items that are important for elderly people - e.g. caller display.
When I rang them to query an item on my recent calls this they could not explain what it was, and said I'd need to wait until it was billed before they would investigate. When I told them this was unacceptable, they would not let me speak to anyone about it, and the best they would agree to was to get someone to call me back.
Needless to say that hasn't happened in the defined timescale.


I really think they just want to grind people down, and hope they will let things drop - and at the same time try to tie people into contracts so they can't walk away if they suffer the dreadful customer service they offer.

NVRAM

I'd expect a pro rata refund to the tune of 11 days
Allow the ISP 48 hours to rectify the fault, normally in the T+C's
So lets say your BB is £25 a month (28 days) thats 89p a day.

So like £9.79 as refund fro complete loss of service on BB, a lot of ISPs dont actually refund for partial loss of service or slow speeds.

Also don't start kicking off about lost income/working from home/running an ebay store/running a business...

They'll just suggest business BB as it has better SLA's

hamishsmum

We are in the process of moving to BT to set up an account in our new home for BT Infinity. It's been a nightmare so far. Calling most days, speaking to different people, being told different things. A complete and utter shambles. It strikes me that our situation must be something they deal with on a day to day basis - how can they get it so wrong and continue to do so?!? Any top tips for special lines to call etc would be greatly appreciated!

macman

Their liability is for the downtime only on each service, pro rata'd. That's it. No SLA on a residential contract, so no consequential loss.

macman

You don't need to move to BT to get FTTC.
Cancel and use a decent supplier.

m0nkeylover

I've posted this on a new thread in the broadband section but i'm adding it here in hope the BT rep will see it..


My mum has recently joined BT from sky and the whole thing has been a shambles, for a huge company like BT i'd expect a lot more.

She joined through topcashback using their referral scheme for the £141 cashback (infinity package plus line rental), this was on the 11th jan, the line rental was paid in full including £6.95 delivery for the router, so £148 in total.
The confirmation email came through straight away giving order details, transfer date, router delivery date etc.

The phone line got transferred on the date provided but the router didn't arrive as promised, the internet went off on the same date.

She rang BT and spoke to one of the customer services team who informed her that they had no record of the infinity order being placed, even though my mum had the confirmation email and the BT lady could see the £141 referral cashback pending on her system (from infinity+phone line).
The lady sorted out the mix up over the phone and a date was given for infinity installation.
So that's all installed now and running fine.

Here's where the problem lies..

She has been billed for her first months line rental, even though she went down the pay a year i full route, to save money.

She cannot access her online account as the password and user name she provides don't work - they are correct. Says there is an error.

Her cashback has been declined!! I've got a feeling this is because of the mix up with the original order, all BT's fault.

The whole reason she swapped over to BT was it worked out a good deal once the cashback and money saved from paying a year upfront was added in. Now it seems like BT has diddled her out of both, totaling around £200, shameful.

I'd appreciate the BT rep to look into this please, it's going to be taken to the ombudsman otherwise.

thomcooper

I've recommended BT for years. I'm not any more. Although most of them probably provide a similar level of service, go with a smaller provider. They're almost certainly cheaper & you're more likely to speak to a team of people who are sitting opposite each other when theres a problem.

Lauraj85

I'm after help for my elderly Nanny, she moved house at the end of last year and her new house had no phone line, she contacted BT who said they would put one in but she'd have to wait due to a previous line still being active (there was no line!) but eventually after much issue set her up with her phone line and started her broadband package.
This was October, in January she was still without broadband, so called them to find out what was going on, she got an automated message to inform her connection would happen around mid month.

She finally got connected and was able to get online, upon getting online she checked her email to find countless emails from BT (yet they knew she had no way of accessing them as she had no internet!!!) including one saying "sorry you are leaving us" she has tried to call and ask what is going on only to basicly be told she needs to pay bills, cancelation fees and send back equipment she has only had a month!! She has never requested to cancel but they won't listen to her, just telling her that the cancelation is on her account, but not how it came to be there or who requested it (it wasn't her and she is the only account holder & only resident of the property!!)
She also received a bill through the post for broadband from November - Feb (despite only being connected for a month!!) and in the same bill is charges for Sky sports for the same time, which she did not request!
She has stressed this too and again is getting nowhere and has been bought to tears over it all as the bills are totally unaffordable with all the extras they have added on top (sports, cancellation all of which she didn't request!) and is just going round in circles with the call centres.
So I am looking for where to go for her as she doesn't need stress like this, despicable that they treat people like this!!