BT Complaints & Escalation

Rob_Wills

BT are the worst managed company I know and their customer services are even more so.

Their offers are good, especially the reduced line rental, BUT so many people are having problems that the Government should investigate as it is becoming an epidemic of problems equivalent to the PPI mis-selling scandal. Compensation is due in the £millions. :mad:

A legal friend has advised that BT are in breach of contract so everyone affected can move and are not tied into any contract.

Jakeysmum

Jakeysmum wrote: »

Honestly! How can a company be so frustrating?

Got BT Infinity two years ago, had problems as soon as the hub arrived. Various 'fixes' were applied.....none worked.

After a number of phone calls we were told last month that we would need to renew our contract and they would send out a new - free - hub.

We agreed to be tied in for another year, they said the hub would be posted. Sorted right? Nope.

Hub never came. Another phone call, another order placed. 10 days on, no hub.

ANOTHER phone call to be told the order was cancelled but BT don't know why.

After another long call which consisted of being placed on and off hold we were told we can't renew our contract, as the Infinity network is at capacity, so if we cancel our existing contract we will lose our place.

Only solution offered? Buy a hub for £129. Seriously? After being with BT for more than 11 years, upgrading to the most expensive service in our area and then offering to tie into another 12 month contract the best they can offer is us paying full price to replace a hub which never worked.

Does anyone have any suggestions as to how this can be escalated, because one hand doesn't know what the other's doing over there.

Contacted BT through Twitter and the whole problem was sorted within a day.

After being on the phone for weeks and being told that nothing could be done, the whole thing was resolved in one call after the Twitter team escalated the issue.

The service was brilliant from the online team. Perhaps the call centre staff could take some tips.

BT_company_representative

Hi Lauraj85,

I'm really sorry to hear about the problems your Nanny has had with her BT service. Use the contact info in my forum profile to send us over her details and we'll be happy to help.

Thanks

Neil

percyabass

Hi BT Rep,

Where do I send an email to get a response?

nickcc

percyabass wrote: »

Hi BT Rep,

Where do I send an email to get a response?

Click on BT reps user name and view public profile, contact details are at the top.

LXGB

Just contacted BT via a chat session to ask why my bill says: "You haven't fully paid your previous bill".

I pay by DD. They took the amount of my last bill minus the amount of a refund (from a previous billing error). The DD and the refund together = bill paid in full.

The 10 minutes of frustration that followed has wound me right up!

This from a communications company.

Absolutely useless.

nickcc

LXGB wrote: »

Just contacted BT via a chat session to ask why my bill says: "You haven't fully paid your previous bill".

I pay by DD. They took the amount of my last bill minus the amount of a refund (from a previous billing error). The DD and the refund together = bill paid in full.

The 10 minutes of frustration that followed has wound me right up!

This from a communications company.

Absolutely useless.

Waste of time either phoning or contacting the outsourced help lines as they are all a load of pre programmed numptys. Use the link on this forum instead.

LXGB

Thanks Nick, will do.

Verity11

I've had an extra £129.99 taken out of my account for a call out charge. I was given no warning this would happen so am now short for my rent!
When I booked the engineer I was told I had a fault on the line. When the engineer investigated the fault he assured me there would be no charge. I've spoken to someone on BT Help Chat this afternoon (name was Ola) she then rang me & said "I should have know I'd be charged" & that the notes say the BT socket (installed by BT) was damp! She then said she could speak to the Dispute Team, 3 seconds later she hung up on me! No call back, nothing! I want to take this further & would like a contact number & an address for this Dispute Team...

Jondog

BT really is the most appalling company and its time the regulators did something to take the service off them. I complained today about continual nuisance marketing calls and the person who answered simply spoke all over me, wouldn't allow me to get a word in and the only help offered was to try to flog me another telephone. In fact he was quite abusive and they should be totally ashamed of themselves as a company. I cannot believe for a minute that they cannot stop these calls by identifying the callers and routinely blocking them. My advice to everyone is stay well away from BT for any type of service whether its telephones, broadband TV or anything at all. They are simply abusing their monopoly position and they don't deserve our money.