BT Complaints & Escalation

JACKYSIAN

I'm ruing the day I swapped from Sky, I usually research things I buy but didn't looking into BT and their 'service'.
First few weeks and all ok but now 3 months of progressively slower service, I'm now at the point of just about being able to post this with intermittent disconnections. I got an electrician out at my expense, who said nothing was wrong and then told me his stories of woe due to BT.
Spoken to countless people, finally had Debbie my dedicated customer service person ring....had to get me on my mobile because surprisingly she couldn't get through on my home number...wow really! Anyway after assuring me she was going to sort it, arranged a free engineer and she'd text her phone number and confirm the engineer.
Well no text and no engineer. And now no replies to my emails. I like to watch on demand tv and have a Now tv box, both of which are not usable so over £10 a month wasted.
I earn minimum wage and my TV is a luxury I cannot afford to waste money and certainly cannot afford time off when I don't get paid.
All I want is to be allowed to cancel my contract with BT and leave the sorry mistake behind.

veejunkie

Anybody here with installation issues? I had ordered infinity on BT website to switch from my existing provider to BT and was given an installation date last week and nothing has happened till date. I have made numerous complaints to BT but all BT say is the standard lines ' I understand', ' I apologise' , 'we are doing everything we can'....

The bottom line is they have not got a clue and everytime I call the say the engineer will call me but I never receive a call. Ironically they have just switched my telephone line last week but not my BT internet. So I am left with no internet at all.

Does any one know if this is a common practice for BT not keeping promises or if there is a way around this, if this is the case I will go back to my original provider who was a better communicator than BT.

digger113

I am having similar billing issues with BT and cannot seem to get an answer out of them at all. I have have phone recordings of promises made without but still 5 months on nothing. These recordings have gone to a case handler who 'cannot hear them'. Currently i have no broadband and phone, a debt i do not owe of £232 and an unwell toddler!!!

I am very worried about getting a bad mark against my credit file but i refuse to pay as i have been paying on direct debit for the last 5 months!!!

veejunkie

digger113 wrote: »

I am having similar billing issues with BT and cannot seem to get an answer out of them at all. I have have phone recordings of promises made without but still 5 months on nothing. These recordings have gone to a case handler who 'cannot hear them'. Currently i have no broadband and phone, a debt i do not owe of £232 and an unwell toddler!!!

I am very worried about getting a bad mark against my credit file but i refuse to pay as i have been paying on direct debit for the last 5 months!!!

Hello digger113, have you tried going to the communications ombudsman?. if it has been over 8 weeks you can call them to make a complaint or even use their online form to do so.

ENDOFMYTETHERS

Hi, like JACKYSIAN, I too rue the day I swapped my broadband from Sky to BT. On 4th November my broadband was turned off. It took BT 10 days and two Engineers visits to figure out that they messed up when they set up my phone/broadband a year ago and it turns out I was sharing a line with a different customer! When that customer decided to leave BT (a decision I now fully understand) they not only turned their broadband off but mine too! It is now over a month ago and they still haven't been able to get me re-connected. Like so many others on this forum, I found that the BT customer service is the worst I have ever come across. I have tried to get this resolved but I keep being pushed from pillar to post or in this case from Team to Team and there is nobody who seems particularly interested in solving this. There is no ownership. I am constantly being lied to and told I will get a call back which never materialises. In total I have spent a couple of days at least on the phone. I have had to take unpaid leave twice to meet the Engineer being sent out who has not been able to do anything as there is no broadband linked to my phone number. I have also tried to contact BT via e-mail but there is no response. What happened to "it's good to talk?" Absolutely disgusted with BT and I would recommend anyone who is considering joining them to take a wide berth - they are useless!

The_Hawk

I'm also beginning to regret switching back to BT as well.

AOL (TalkTalk) put a through a big price increase, which prompted me to move back to BT. I put my order through, in November, to beat BT's price increases and asked to pay for my line rental 12 months in advance.

Now BT are telling me they have no record of my line rental request and, that if I want to pay for 12 months line rental it will have to be at the new rate.

It might only be a relatively small amount, but their attitude, to date, speaks volumes, and it says don't switch to BT if you expect a good customer experience.

Steph312

I've switched from BT to a new provider and they said I had to pay cancellation charges for switching whilst on contract even though it ended (no energy to argue), I paid that. Now today they have the cheek to charge me the same £15.10 cancellation fee on accounts opened for the same line for the purposes of bt smart talk app I opened to accounts linked to the main one at bt which is now switched. So want to charge me £15.10x3 effectively for a dead account, seeing that the BT smart app doesn't even work. Only worked for a month when it was released then constant errors and couldn't restablish on my mobile so haven't used it at all for 80% of the year. BT claiming I've made calls on this app which is a lie and my landline doesn't make out going calls at only when on BT contract as it was set up to not make any outgoing calls. Ridiculous and unbelievable.

Jackthedog

On a previous post I told the tale of my being billed for services not used after I had moved from BT Infinity. ( I had an awful lot of trouble with them when I went to then but that is another tale altogether.)

After complaining on this forum, and contacting the BT Rep. via this forum I have had surprisingly effective customer service since. A lady called Karen who resolved all the issues very effectively and promptly.

Really is a shame that unless you make a public fuss customer care is below standard...

Jackthedog

One last point...please Bt make sure that the operators when asked for a mac code don't argue endlessly and give misleading/untrue information about rival companies before issuing a mac code in bad grace. Oh and can't they give you a mac code instantly instead of just within the maximum period.

nicol1978

veejunkie wrote: »

Anybody here with installation issues? I had ordered infinity on BT website to switch from my existing provider to BT and was given an installation date last week and nothing has happened till date. I have made numerous complaints to BT but all BT say is the standard lines ' I understand', ' I apologise' , 'we are doing everything we can'....

The bottom line is they have not got a clue and everytime I call the say the engineer will call me but I never receive a call. Ironically they have just switched my telephone line last week but not my BT internet. So I am left with no internet at all.

Does any one know if this is a common practice for BT not keeping promises or if there is a way around this, if this is the case I will go back to my original provider who was a better communicator than BT.

Mate I feel you pain, I moved house on the 10th October 2014 and was promised a speedy and smooth "home move" with sky to a new build property.
I had my tv installed within two weeks, no problems whatsoever but that's where it ends...
I have my phone line from the garage into the street and that's where it ends. 30 Mtrs of cable I've been told. I've had 6 engineers (bt) out telling me exactly what the 1st one told me "exterior line work needed" duh😳.
I've been onto order recovery team, technical (as bt said my line was active) back to order recovery...Had to have the order cancelled twice and I'm on my third phone number...
Customer service in this company and sky for that matter are the worst I have ever come across, have they never heard of single point of contact(Spoc)? Everyday it's a new voice.