BT Complaints & Escalation

issytm

Thanks that makes me feel a bit better..I intend to go to the regulator because I just dont knowchow they can charge this sum for 20 minutes work to wires behind the test plate...

yorkshireclimber

A few weeks ago I signed up to Infinity and a new phone contract with BT. Prior to that I'd had some problems with intermittent noise on phone calls, but I thought it was my phone. After Infinity was connected it seemed to get a little worse, and I then proved it wasn't my phone.

I got a BT engineer out - he heard the noise and confirmed that it was a problem on the line. He thought he'd fixed it, but pointed out that these are very difficult to trace and resolve. It seemed ok for a few days but then the same fault returned so I got the fault re-opened

I arranged for another engineer to come out, but he didn't turn up - I just got an e-mail saying it was fixed. It wasn't so I requested the fault re-opened again. Now they've just closed the fault as 'resolved'! No comments, no call, nothing. And obviously the same fault is still there - at times it's absolutely impossible to hear anyone on a call. :mad:

If I call the contact number for faults I just get an automated response which tests the line, reports no fault but offers to send an engineer - presumably putting me right back to square one

On top of that, I still haven't received my Next voucher for signing up via MSE.

I've read quite a bit about how bad BT call centre's are - can anyone recommend the best number to call to get somewhere with this??

issytm

[QUhttp://wwwQuentin;64878978]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)[/QUOTE]

Or try !!!!!!!!!!!! it will give you the email for bts CEO and go to the top ive gone to plusnet brilliant customer service just dont give up https://www.!!!!!!!!!!!!......wont let me put the website in CEO bt email address is gavin.e.patterson@bt.com. let him know I would suggest we all let him know

yorkshireclimber

Thanks, issytm. Must have missed that post on the previous page. I'll give them a call tomorrow.

Poohcat

David--the BT 'rep'--cannot see how to email you. I am still being hounded by BT for payment of a disputed amount, even though the whole issue is now with the Ombudsman. BT are making me ill over this.

BT_company_representative

Hi Poohcat,

If you click on my user name you will see a contact link that you can use to send over your details.

Thanks

Neil

Zagros1958

I am very much disappointed with the BT services we are receiving, with all three services, Tel, television and internet.

1- Telephone:
shortly after we joined our telephone was down for two weeks. there was interference on our line that made conversation extremely difficult. We were never compensated for loss of service.
It was fixed then but since we have had intermittent problems with quality. Sometimes we are told by callers to our house that they called but had no response while we were at home.

2- TV
The TV vision box and its remote control is of very very poor quality:
2.1- one presses a key on the remote control and either nothing happens or two three steps are done. For example, when you want to change a channel you press the channel number, e.g. 4 and 44 is registered or 444. Other keys are the same.
2.2- One tries to change a channel and nothing happens. Either one has to wait for at least 30 sec for something to happen or nothing happens at all.
2.3- The box resets it self while TV is being watched. It happens regularly in the middle of a TV programme.

3- Internet
3.1- We are supposed to be on 60Mb/s connection. We regularly get 20Mb/s. This is a serious difference between what was offered and what is provided.
3.2- The Wi-Fi is poor. We do not get reception in rooms upstairs. Our house is a two storey normal house.

4- Customer services
I called BT and they told I have to do test on my BT socket. To get a screw driver and open up the wall socket and do a few test for them.

Considering all above I like to terminate the contract. I phoned BT and I was passed several times between different department. I was told that because the contract is a 18 months contract I loose £360. Basically I am tied to a terrible service until Jan 2015.
In my view this is rubbery as I took BT services with the view that old BT was good. Unfortunately it did not live up to my expectation.

As I said I would like to receive re-imbursement of the time we did not have telephone services for and also compensation for the loss of calls.
I also would like to terminate the services without incurring any cost.

BT_company_representative

Hi Zagros1958,

I would like to take a look at the details of your complaint. Please send me in your details using the link found in my profile.

Thanks

Paddy

issytm

Plusnet reimbursed me the Bt fee of 129.99 as I was in the tranistion period changing from Bt to plusnet. I will still persue my complaint against Bt as I think thier behaviour is outrageous and immoral........CANT SAY IT LOUD ENOUGH MOVE TO PLUSNET

pmacd63

After moving in with my partner I asked for a second telephone line/broadband to be installed for work purposes. The engineer came out on the 13th of March, did all of the internal works only to inform me that the order had been processed for the wrong exchange, which is just shy of 9 miles away (local exchange less than 1 mile).

He then gets on the phone to fix the issue, tells me it should be rectified within 2-3 days. By the 8th of April, many calls later, including BT trying to take over the existing line in my house they have cancelled the order and tell me to place a fresh one.

I go through the same process and get an email that once again shows me that I appear to have a number for the wrong exchange. Again I have to call, I am told that it can be to either exchange, this despite the engineer telling me otherwise. I'm told I can't complain over the phone to anyone - they'll call me, I am told I'll get an answer in 24-48 hours and finally, if it is the wrong exchange the order will need to be cancelled.

All I get is the continual runaround. I have been a BT customer for many years spending good money. Now it seems they cannot give me a straight answer on what to me appears to be a simple question.

I think it's time I took my business elsewhere. Once I get a new broadband provider I'll then move the other line in the house too.