BT Complaints & Escalation

POPPYOSCAR

Perhaps the BT rep could advise on this?


We have had several faults on our tel line and broadband which have all been outside of our home and the responsibility of BT.


Everytime we have been told to unscrew the face of the socket where the line comes into the house and plug directly in to make sure the fault is not "with our equipment" when we know it is not and so should BT!!.


We have had to do this so many times now that some of the wires have come loose and now we have to keep the face unscrewed and keep the line and broadband plugged in directly all the time.


I do not see why we should pay for an engineer to come out to fix this.

BT_company_representative

Hi pjrimmer & and POPPYOSCAR,

We can look into the issues you guys are having. Sorry for the problems. You'll see the link to get in touch with us in our public profile.

Cheers,

Robbie

pjrimmer

Hi BT rep, yes hopefully you can help.

I have already completed the contact form via your profile.

dexterwolf

My father needs some help regarding an issue with cost of his BT Broadband which has increased substantially at the end of his contract. Have already raised this by email but am yet to receive a reply. He is in an area which has very slow speed is anyone able to speak to him about this to avoid him leaving BT as he has been speaking other providers.

pjrimmer

pjrimmer wrote: »

Hi BT rep, yes hopefully you can help.

I have already completed the contact form via your profile.

Hi Robbie, I've still not heard anything from anyone!

BT_company_representative

Hi pjrimmer,

As long as you received the confirmation reference number when completing the form we'll have received your details. Sorry for the delay getting back to you, we'll give you a shout as soon as we can.

@dexterwolf You can send your Dad's details and we'll get back to you too. The link to get in touch is in our public profile.

All the best,

Robbie

pjrimmer

BT_company_representative wrote: »

Hi pjrimmer,

As long as you received the confirmation reference number when completing the form we'll have received your details. Sorry for the delay getting back to you, we'll give you a shout as soon as we can.

@dexterwolf You can send your Dad's details and we'll get back to you too. The link to get in touch is in our public profile.

All the best,

Robbie

Thanks Robbie,

However the longer this goes on the more costs I am incurring at a rate of £1 per GB for exceeding our 40GB data allowance! Just makes the option of cancelling and going elsewhere more appealing and viable.

Please get back to me as soon as possible.

Paul.

rae23

Originally when i signed to bt in Dec 2013 i was promised infinity within 3 months. It still hasn't emerged, BT keep telling me that its not their fault but the local councils because of planning permission?! My service has never worked properly from the beginning and i spend most of my time calling you to report a fault. I've had an engineer out and a different box.
I now have to spend extra money to get Netflix as the BT Tv is so rubbish and i can't upgrade it. I had another awful call last Tuesday for 40 mins to lodge a complaint again and was basically told i was lying. I mananged to get them to agree to listen to the original call and call me back 4 days later. The call never came and when i phoned yesterday to ask why i hadn't been called back i was told the complaint had been closed and no action taken. I'm giving BT one last chance to sort this mess out before i go to other authorities but it's now making me ill with stress, i'm just banging my head off a brick wall. I cannot wait for my contract to end and will seek another provider.My phone and TV finish at the end of Dec but broadband doesn't finish til June, they want over £100 for me to end my contract.
I've contacted them through this forum, so i'll give them 7 days-wish me luck!!:(

The_Nunnington_4

What on earth do we do when this shoddy, so called telecommunications company send us bills for a service we have never actually received? We wish we had never been sucked into the BT hype like fools, claiming that their service was the one to switch to. Conned we most certainly have been! Flashing their promises and gimmicks. On two separate occasions, using holiday days, a BT engineer was supposed to come but changed WITHOUT giving us notice. Unable to provide us with package we requested. Have now made it impossible for us to call out or receive calls because we won't pay bill for service we HAVEN'T received!!!
Found it practically impossible to find a logical human being in the company and several have contradicted themselves. We are in despair and locked into a situation that has become a waking nightmare. Going to take to Ombudsman if only a BT employee (if they actually have any?)sends us relevant form. Anyone have a magic wand? Distressed & frustrated family in need.

BT_company_representative

Hi The Nunnington 4,

Sorry you're having so many problems with BT. I'll be happy to take a look at this for you. Drop me an email with your details. Contact link in my profile.

Cheers

David