BT Complaints & Escalation

BT_company_representative

Hi kevbrown

I have just seen your post and would like to look into the issue that you have to see if there is anything I can do. If you check out my profile section you will find my contact details.

Regards David

PaolaM

I tried to order BT infinity over a month ago, I was told that I need to get regular broadband first in order to transfer my line from o2 to BT. Everything was supposed to start working on 1 June. There have been multiple random issues with connecting my phone line and internet. As a result my phone number has been changed and today, on 22 June, I still can even get online, let alone have the fibre optic speed I was hoping for! Day after day I've been told that it would take another 24 hours. If that wasn't enough, today, instead of a massive apology from your BT, I received my first bill! I feel that I have been extremely patient throughout the whole process. I have spent £30 on mobile internet in the last 20 days already, since the service BT was supposed to be providing me with wasn't available.
I finally sent a complaint email today and got a call back just now... by someone who told me she wasn't trained in broadband and there was nothing she could do since I'm yet again in one of those 'will be solved within 24-48 hours' periods so nobody can tell me anything in the meantime - cos why communicate if you're a company which provides communications services?

BT_company_representative

Hi PaolaM

I would like to look into this to see what is happening, just checkout my profile section were you will find my contact info

Regards
David

BPcharts

Can some one please help (thinking BT rep!) or offer some advice.

Firstly, I am a web designer and I work from home, so internet access is vital.

Last Wed morning I logged on, but I was presented with a BT webpage saying that as I hadn't paid my BT bill (which is paid by direct debit and is up to date!), my internet access was being suspended. I cannot get passed this page so effectively have no internet.

After six phone calls, talking to six different customer service people and spending over three hours on the phone, it transpired that the BT system has made an error and I actually share a account/reference number with another customer, who hasn't paid their bill. Their internet is suspended and as we share the same customer number, even though my bill is paid and up to date, my internet is also restricted. This was found out last Wed evening.

I have since phoned and spoken to different people from the billing customer service dept which I think is offshore and since Thursday all they are saying is they have sent an email to a different BT department to sort this out. I have chased them up several times but I am being told there is nothing else they can do until this other department get back to them via email.

I have asked whether I can speak to someone directly to sort this out quicker but I am told this is not possible as they do not have the contact details for the department who should be sorting the issue.

This is so frustrating as on Wed evening I was told it was just a simple case of issuing either me or the other customer with a new account number and I would be back online. I don't understand why it has so far taken five days and I still can't get online.

I have explained that I work online and internet access is vital to my business and as BT has admitted that this is a simple issue with their computer system, I think it is completely unacceptable that this has not be sorted much sooner. In total I estimate I have spent over five hours on the phone and spoken to at least ten different people.

This issue is costing me around £100 a day as a result of not being able to work, not to mention upsetting clients and causing delays with projects. Mr BT rep, can you please look into this with some urgency.

(BT rep: I have just contacted you via the web-form in your contact details. My enquiry reference number is: 120722-000885)

BT_company_representative

Hi BRCharts,

I would need to take a look at your account details to see what is going on. Please could you send me in your details using the link found in my profile?

Thanks

Paddy

BPcharts

BT_company_representative wrote: »

Hi BRCharts,

I would need to take a look at your account details to see what is going on. Please could you send me in your details using the link found in my profile?

Thanks

Paddy

I will do so in the next five min!

If you can have a look A.S.A.P, I would appreciate it.

BPcharts

BT_company_representative wrote: »

Hi BRCharts,

I would need to take a look at your account details to see what is going on. Please could you send me in your details using the link found in my profile?

Thanks

Paddy

Just done it!

I did this yesterday though! Hence: (BT rep: I have just contacted you via the web-form in your contact details. My enquiry reference number is: 120722-000885)

unhappyof...

BT! Broadband intermittent for last three weeks and I call BT for a fix...Indian call centre "takes ownership of my problem" on 17th, tells me its the wireless part of my wireless router (the one shown on TV as the best one ever),I tell them it cant be as I have also tried with hardwired cables and still failures. Then the call centre says it is the main socket on the wall and I have to connect to the emergency direct socket inside...still no fix. They then....on 25th they tell me it is a fault on the wiring in the house, (but there is no in house wires as their router is plugged straight into the BT box which is then hardwired across to the pole!) I am reminded that if they find a problem that is not on their equpment I will be charged £99! Booked engineer for between 0800 and 1300 today (Saturday) and of course they found no problems at all.... BECAUSE THE ENGINEER NEVER TURNED UP!! I am now sending an Invoice to BT for....yup £99! Basically BT is totally useless! I was given the excuse that they had not got the resources so they had no engineer to do the call...but didn`t bother to let me know. They now want me to waste more of my time waiting in for another 5 hours! Imagine my response......asked for customer services and got put throught to retention! Still no reason given as to why no-one called me to let me know the engineer would not be coming! I am really p**ssed off with the total lack of service..and with having to deal with useless offshore call centres that NEVER get anything fixed. Just done online test of my phone line...but could not do a broadband test as there seems to be an error!!! You don`t say!:mad::mad:

BT_company_representative

Hi unhappyof...

I have just seen your post and would like to look into the issues for you. If you check out my profile section you will find my contact details, just send me over your details and I will look into your issues.

Regards David

disney_cjd

I suggest all complaints should be directed to the CEO ian.livingston@bt.com