BT Complaints & Escalation

OverlandLandy

Jondog wrote: »

BT really is the most appalling company and its time the regulators did something to take the service off them.. They are simply abusing their monopoly position and they don't deserve our money.

I quite agree... but I don't think it will happen... unless everyone votes with their feet...

MASHER154

I decided to move from Eclipse to BT so I could get BT Sport for free. This is probably one of the worst decisions of my life. I ordered it at the end of December and was told my calls and broadband would transfer on the 30th January. Half way through January my calls were transferred and despite having opted for anytime calls, I was being charged for them. They moved my broadband on the 30th and I have been on the phone almost every day since. The broadband keeps dropping out and I am having problems connecting wirelessly with it. Customer services have been messing about with my router to no avail. They have now decided to send a new one out, but it has gone missing in the post and they are saying they sent it to the wrong address. I have also had my caller display cancelled without me asking for it and 1571 given to me despite telling them I did not want it. I have been unable to set up my smart talk app in all this time which would have been very useful for my 2 daughters who are away at Uni. So all in all in 8 years with Eclipse I spoke to customer services about 6 times to a person in England that understood my problem and sorted it out straight away and since moving to BT I have been on the phone nearly every day, more than once on many occasions, talking to people in India asking me how I am and how the weather is, without once being able to sort out any of my problems. Does anybody have a number I can ring in England to complain to someone in authority, I have been promised on numerous occasions that I would be called back by a manager who could resolve my problems, but not once have I received a call back. My advice is to avoid this company at all costs.

SEGGA1986

MASHER154 wrote: »

The broadband keeps dropping out and I am having problems connecting wirelessly with it. Customer services have been messing about with my router to no avail. They have now decided to send a new one out, but it has gone missing in the post and they are saying they sent it to the wrong address.BT I have been on the phone nearly every day, more than once on many occasions, talking to people in India asking me how I am and how the weather is, without once being able to sort out any of my problems. Does anybody have a number I can ring in England to complain to someone in authority, I have been promised on numerous occasions that I would be called back by a manager who could resolve my problems, but not once have I received a call back. My advice is to avoid this company at all costs.

HI
I've been having this problem for the past 6 month still paying over £50 a month they promised me all they have you, Sent out a new home hub that didn't work and after spending numerous evenings on phone it finally got escalated to level 2 fault .... but no change no fix hardly connecting to internet, I logged a formal complaint with their complaints department promised I would get a call back on Saturday .... On Tuesday and still no call ive wrote a letter up to send to their head office and customer relations to see if I can get anywhere with that.


Compensation for no internet access or very little .... £10 for the whole 6 months :mad: cant even say that's laughable???

Quentin

MASHER154 wrote: »

..... Does anybody have a number I can ring in England to complain ......

Try 01277 326186

Or if you are prepared to write, then they have a special form for people who have complained in public:

https://bt.custhelp.com/app/contact_email/c/4950

You do have to give your MSE user name (which some see as unneccesary)

jimmy_cricket

I posted on here early in the new year about a cold call from BT that has finally been resolved. Now my elderly mum, nearly 80 is being given the runaround by BT.

Short story, she had the original white BT hub. The internet stopped working. On 'phoning BT CS they said it must be the hub we will replace. They didn't. Took about three or four reminder calls to get them to do it and the sent out a hub 2. As a side issue, it wasn't the hub, they were working on the line or exchange (how did they not know this?).

Anyhow my gripe is that they charged for this, even though they said at the time it was free. Then they swiped the money from mum's account without prior warning.

My understanding is that under dd rules, they cannot do this. With mum being on a very limited income, it has caused her no end of problems. She is trying to get this resolved but having little luck.

Looking for advice on how to get this sorted and her money reimbursed. She no longer has the original hub as BT asked for this to be returned, otherwise I would just send the new one back.

Cheers JC

Williams1

Can someone please assist, We will be receiving an engineering service call-out charge of£129.99. This is because when an engineer came out on the 15/02/2014 he found that we had a taped up joint connection rather than a junction box put on. Previously we had an engineer out to install BT infinity and before thisinstallation our phone line worked perfectly.

When realising that our phone line did not work, we looked on line and did an online check and it said that there was nothing wrong with our line, not wanting to incur a call out charge we got a new phone thinking that maybe our phone was not working, this was not the case so we also tried several other phones this was not the case either, then it was christmas and we was away, we then rang BT and they also did a check and also said that there was nothing wrong with our line. Eventually we had to bite the bullet and call out an engineer even though the online and phone check said that there was nothing wrong with our line.

My partner had to take unpaid time off to be there for the engineeragain, so it came as a shock to learn what the problem was and to be told fromthe engineer in his words, that the cause of the fault was the taped up jointconnection and he couldn’t understand why the last engineer would do this! Theengineer was really nice and assured my partner that we should not get chargedfor this and he would put in his report what he had found.

Upon learning that BT had decided to charge us, I rang to find out why. I spoke to Gareth who straight away went into “Well you were to late reporting the fault” and “You can’t prove it was our engineer that caused the fault” all I was doing was relaying the conversation that was had with the engineer that came out on the 15/02/2014, which my partner had written down word for word. Also Gareth said “Anyway, it was taped up with masking tape and our engineers do not carry masking tape” my partner says it was not masking tape that was used on the wires to tape it up, it was electrical tape. Gareth has stated that the charge will stand, end of!

I do believe that if we had created the fault, we had done something, then we should be charged for this. But they can see from our records that our phone worked right up until we had BT infinity installed, the second engineer that came out said that the cause of the problem was the first engineer and that the connection should have had a junction box fitted and not been taped up. Gereth said who’s to say we didn’t tape it up! But why would the first engineer not have put a junction box on this when he came to install BT infinity? As customers that always pay on time looks at updating BT products when we can, surely some customer loyalty must come into this! I am not sure where we go from here as Gareth was quite adament we would have to pay the charge.

Poohcat

All these blogs are music to my ears! We have also been charged £129.99 for an engineers visit we didn't ask for. As we kept losing the connection to the Internet, and have very slow speeds, I have continually complained to BT. The last operator asked if we had noise on the line. We'd never noticed, but when nobody was speaking there was a faint hum. She said this was the cause of the problem, and when we plugged the phone into the test socket, the hum was still there so she said that meant the fault was external. We know that only internal faults are chargeable, so agreed to the engineers visit. He said that there was no noise on the line (tho' we can still hear it) and blamed our Mac Time Capsule--said we must not use it! Checked this with Apple--they say that's rubbish. AND BT have now said that cordless phones (which we have) will cause the humming on the line. I cancelled the DD so they can't help themselves to our money and I'm going to the Ombudsman. Please do the same!!!

BT_company_representative

Hi all,

I'm sorry you're having problems with BT. I'll be happy to help. Just drop me an email with the details. You'll get the contact link in my profile.

Cheers

David

Stompy39

I've had similar problems trying to sort my mums account out. Finally e-mailed the chief executive gavin.e.patterson@bt.com as if my magic I was assigned a representative who resolved the situation.

Williams1

Hello David,

I am not sure what link to click to contact you!!!! Update from BT after spending nearly an hour on the phone waiting to get through is that I am now being accused of taping up the wireing, not the first engineer who should have installed a junction box. When I asked them to contact the the second engineer that would confirm all this, they said they are going from his report that it was taped up, but he has not said who is responsible for this and they will not be contacting him again.


They have said that we took to long to report the fault! when I explained that as we do not use the phone much, we didn't realise for a little while and when we did every time you contact BT they make you check the line and it comes back with your line is OK, We then went away for Xmas and really should this matter as they can tell from records that our phone stopped working from when the first engineer came. Apparently so and it's all our fault.


When I asked for a complaint number, they said they had no such thing, this complaint would go to one further person and once the decision had been made that would be it and they would not talk to me about this matter again! I have to say that I have never come across such rude and ignorant people, but I am guessing when BT can pilfer peoples bankaccounts they do not need to hire people with any integrity or people skills!