BT Complaints & Escalation

BT_company_representative

Hi Williams1,

You should be able to see the contact details by clicking on my profile. I'll be happy to look into this once you've sent the details.

Cheers

David

Williams1

Hi David,

Does the link take me to a general BT form? Sorry but I am the most un-technical person ever! And BT is accusing me of trying to fix myown phone line, lol. If it is just a general form that is going straight through to BT, to be honest, with the accusations and treatment that I have had so far I can't see how this is going to help. I do not see the point in putting myself through the being spoken to like I am some kind of liar. I thought that you would be looking at this.

From what I have read on the posts this seems to be the way that BT works and how they obviously make their money. So far the treatment from BT Customer Services has been nothing short of disgusting and I know if I worked in that way, I would not have a job. It seems that all BT need to do is apologise for the way their Customer Service treat customers and all is OK (Watchdog Website)

So I think that I need to take this as a lesson learned. Do my time with BT and leave as soon as I can.

Thank you David for taking the time to read my post.

BT_company_representative

Hi Williams1,

No it's not the general customer services contact link. We are a small UK based team that deal with customers that contact us via social media.

Thanks

Neil

Emmorcamel

Hi David,


I've been after some information regarding BT, but no one has yet gotten back to me.


I'm just simply trying to find out how many BT engineers there are in the UK. And how many different types there are...


Any help would be great.

BT_company_representative wrote: »

Hi Williams1,

No it's not the general customer services contact link. We are a small UK based team that deal with customers that contact us via social media.

Thanks

Neil

Ducky1974

Thought I'd sign up on here to see if anyone can shed a ray of light on my problems with BT. (And vent my frustration at a communication company who suck at communicating)

I used to have Infinity2 at my old house, no problems and great speed. I then moved to a rural area and BT were cancelling my Infinity and migrating my phone line over to the new house, and then they would sign me up for the normal broadband service (adsl).

However this is where the problems and immense frustration has started!! I have spent the last 4/5 weeks chasing BT to find out what is happening, and each time they say the order is in progress, it gets cancelled, and then I have to wait another 'x' amount of days for a call back, which never happens and so I end up calling them back, only to be told the same rubbish each time and that there is 'a problem'...yes it's you BT!

I work from home a lot and it's seriously !!!!ing me off now, not having a connection.

Unfortunately there are no other services available where I live, save for satellite, but the latency problem kills that option for me.

I spend probably up to an hour on the phone each time to BT, repeating myself about the same thing, and end up 'waiting for a call', which never happens. Today I got a text on my mobile saying my order is delayed and someone will get back to me, this is after speaking to someone earlier this week AGAIN saying it's in progress and someone will call me back!!!

One thing worth mentioning, BT are happy to keep taking payment for the Infinity service I had at my old house like 5 weeks ago, not to mention adding on an extra £30 charge for cancellation of contract (not that it should apply to a home-mover, or where they cannot offer the same service)....! Be interesting to see if I ever get any of that back!

How hard can it be, the previous house owner had BT phone and broadband, surely they can just switch it across or something!!

Losing the will to live!

OverlandLandy

Ducky1974 wrote: »

Thought I'd sign up on here to see if anyone can shed a ray of light on my problems with BT. (And vent my frustration at a communication company who suck at communicating)

I work from home a lot and it's seriously !!!!ing me off now, not having a connection.

Unfortunately there are no other services available where I live, save for satellite, but the latency problem kills that option for me.

Losing the will to live!

Good Luck.
BT are THE WORST company in the world for communication.
I have had ongoing issues for the last year and a half...

a few thoughts...

Look up Rural broadband to see if there is an alternative in your area. http://www.ruralbroadband.com/

BB via Satellite is actually OK - the latency is an issue only if you want to do a lot of on line gaming.

issytm

I too have just recieved a129.99 charge fromBT.....the problem was with wires behind the pho ne socket that Bt must have installed in our house....we have been here 20 years but still.The Engineer was in the house for 15-20 minutes. I will be challenging this, but im now with plusnet who have brilliant customer service.....ill keep you posted on how I get along with BT customer service:j
Now challenged through the form advised on this thread...

issytm

I too have just recieved a129.99 charge fromBT.....the problem was with wires behind the pho ne socket that Bt must have installed in our house....we have been here 20 years but still.The Engineer was in the house for 15-20 minutes. I will be challenging this, but im now with plusnet who have brilliant customer service.....ill keep you posted on how I get along with BT customer service:j

Now filled in form advised on here.....

issytm

A response has been recieved; curt to the point of rudeness from teresa heavey...charges stand , no genuine explanation other than the engineer raised the charge...the engineer told me that BT made the final decision......wonder if I was still a customer if they would treat me the same..I saw sense some weeks ago and moved to plusnet....my bill has been halved and plusnet customer service is second to none they are brilliant..vote with your feet folks and move to plusnet

Williams1

issytm,even if you were still a customer BT would still treat you the same. I was spoken to as if I was something stuck to the bottom of their shoe. It is obvious that these people have absolutely no customer service training and the 3 people I spoke to should not really have any communications with customers as their manner and attitude was disgusting. When you read all the threads about BT, this is how you will see they make their money, they can send in engineers that cause damage and then send in another to fix the damage and then charge you a ridiculous amount for this. As far as I am concerned BT are nothing better than scammers that rip people off and pilfer their accounts. They cannot even employ people with any kind of people skills that at least are nice to you while they are ripping you off.