BT Complaints & Escalation

Nems

Had a similar experience with BT customer service...

I tried to sort out my mum's BT landline and broadband. Her monthly bill was £74 - she'd rarely used the broadband and was being charged for corded phone rental (which we hadn't had for 20 years) at the same time as being charged for caller display. I've never seen a corded phone with a caller display screen...
Basically a waste of thousands of pounds over the years. the bill is quite tricky to comprehend too. When I phoned up to ask for a better deal/complain/ask for a refund, the customer service I received was truly apalling. I couldn't believe how rude they were. My mum is disabled and not in the best position to argue about bills, so I'm glad I was able to do it for her. I made three phonecalls in total, each of about 40 minutes. They couldn't put me through to anyone who could take my complaint, so I ended up going with TalkTalk on a much better deal, but not before one of the BT workers told me that TalkTalk were a dreadful company and that I only had to check the internet for proof (are they allowed to say that?)... actually I've been with TalkTalk for 7 years and have found them to be great.
Today my mum had a call from bt apologising and offering her a good deal, but as she wanted inclusive 'to mobile' minutes, we decided to stick with TalkTalk.
Just a word of warning for those of you with BT, as I worry for the other vulnerable people who may have been taken advantage of and have no-one to fight their corner...

The_Purrfect_One

Thanks for Ian Livingstons address - Disney.

Email sent today.

BT promised us a phone and broadband service.

So far one or the other has been off for 32 days in seven months.

A great service, or what ?

Back to dialup next I think, It would be nice for them to admit that they cannot give us Broadband.

Useless !

Broadband off today, Broadband off last week, phone the week before that !


AAAAAHHHHHH..............

dwarren

Yes, yet another victim of BT's customer service! I've spent the past week phoning BT and talking to different people with different points of view on my home move. Without going into very boring monologue about the multiple errors with the process, the current scenario is I am 'supposed' to be connected at my new address on 22nd August. However, when I called up yesterday to check my service will not cut off at my current address until 21st August, there is no record of communication with the manager who has sorted it out?!

I asked for an email to be sent to the person and for them to call me. Over 24 hours later and no response. I've lodged a complaint via the BT site as well. No response so far.

I work for myself and need broadband and phone.

I find it incredible I'm having to post on this forum to try to get a response (by the looks of it it's pretty good at getting a reply from BT).

Whoever runs BT's customer service needs to review it - and fast!

BT_company_representative

Hi dwarren

Hey I have just seen your post and would like to look into this for you. Check out my profile section and you will find my contact details, just send me over your details

Regards David

pammy14

I have had no dealings with BT since I moved to Virgin many years ago. I had to speak to them on Friday for a relative aged 84 who is a customer. She had paid her bill back in June via the bank but received reminders etc as it had apparently gone missing. For the past 3 weeks she has rung every Saturday and was told each time not to worry.
Last week she received a letter from BT Missing payments section saying payment was found and offering apologies. On Thursday her phone ewas CUT OFF. Her carer rang BT who put it back on but said she must pay within 7 days or it will be cut off again.

When I rang they still demanded payment and actually wanted me to send them a copy of their own letter! Apparently their missing payments section do not communicate with their billing department,
After speaking to a supervisor was told not to worry she would sort it out and ring me by Tuesday. No call of course and probably the phone will now be cut off again. What a way to treat your elderly customers BT!

duncw

Where to start???
I am the local manager of a small but expanding business. Because we are expanding we decided to move offices from one part of a shared building to another part. same building different room, not difficult I thought.

We explained what we were doing to BT who said no problem, we wanted our same number, our broadband that we depend on to move to the new offices. That request was in June!!!

Our moved was delayed due to the process we had to go through, ie letters sent, not e-mails, second class as well.

Eventually a guy came and did what needed to be done (or so we thought) then our techy guys came and said that there was no broadband here!! Phone calls, e-mails and whatever later. Eventually BT comes, woohoo we have broadband, erm now we have no phone.

We phoned BT told them that there is an existing port and number, ok no problem we can a "line switch" its a 24 hour job, good I say. Next morning we have no phone at all!! What they did is change the the number that was where we where moving to and put that to where we was, basically changing our number. We are a business why would we want our number changing?

A few phone calls back they then changed it back, but to where we was, not where we are. Groan. E-mails, phone calls and things later, a helpful chap tells me the section dealing says the job is closed, I tell him it isn't. Can I have contact details for that section that says the job is closed so I can tell them it isn't, no you wouldn't want to deal with them, they are offshore and you will only get more frustrated I was told. Numerous calls and e-mails, far too many to go into and two weeks laters, guess what they do. They change our number again, once again we are without a phone line and we are loosing business. This is costing us thousands. Another rep phones me, on my mobile of course, and there is no hint of an apology, no hint of responsibility and tells me it will be sorted. In fact this whole thing was actually our fault because the port wasn't live. Over an hour later, sorted erm nope.

The levels of incompetance are beyond comprehension, I keep looking around for a film crew to see if this is some sort of new reality TV show because I just cannot believe a company can be so bad.

As a warning to all, never, ever use BT.

Sorry rant over

dave_on_the_save

Wow, I now remember why I left BT many years ago.

Can anyone advise what the rate of a missed appointment is? I was told an engineer would be here last monday between 8-1300, he didnt arrive. I called CS in india to be assured he would arrive in the afternoon, yes you guessed it he didnt.

My wife is 8+months pregnant and we rely on the phone at home (for obvious reasons) it finally got fixed (landline) but I was told/assured I would get compensated for the missed apps, funnily enough now no-one seems to be able to do anything about that!

Advice and guidance appreciated

BT_company_representative

Hello guys,

If you're still having trouble with your BT services, please send your details to us via our "Contact us" link and we???ll get back to you.

You can find it by clicking on my username.

Thanks,

Stephanie

bill_payer_2

contact your local trading standards office plus ogcom

bill_payer_2

dwarren wrote: »

Yes, yet another victim of BT's customer service! I've spent the past week phoning BT and talking to different people with different points of view on my home move. Without going into very boring monologue about the multiple errors with the process, the current scenario is I am 'supposed' to be connected at my new address on 22nd August. However, when I called up yesterday to check my service will not cut off at my current address until 21st August, there is no record of communication with the manager who has sorted it out?!

I asked for an email to be sent to the person and for them to call me. Over 24 hours later and no response. I've lodged a complaint via the BT site as well. No response so far.

I work for myself and need broadband and phone.

I find it incredible I'm having to post on this forum to try to get a response (by the looks of it it's pretty good at getting a reply from BT).

Whoever runs BT's customer service needs to review it - and fast!

go with talktalk for supply and broadband