BT Complaints & Escalation

BK89

AWFUL AWFUL AWFUL I have been on to this horrendous company for nearly three days now as one of there engineers had made a mistake in the green box down the road due to them telling us we needed to upgrade or we would loose some of our package. This was done on Tuesday ever since we have not hand a landline or bt tv but somehow the broadband works. My mother uses the landline for her business and has missed calls from customers as the majority are elderly and do not own a mobile phone and will not call one. After numerous phone calls to the callcentre where ever the faults team are, we have been made false promises and insulted on the phone by the staff at the call centre. we were told to unscrew our sockets and check the cables ourselves but if there is a problem inside our house they would charge us £130. I refused this as i wasnt prepared to be blamed if anything went wrong when i was to dismantle the sockets over the phone. After i had to tell the memeber of staff last night to lower his voice and he then persisted to tell me i dont understand after i had refused to unscrew the socket box. Somehow it is fixed this morning and now everything they had previously promised which were recorded calls are now void according to my recent phone call. I think they are the worst company i have ever had to deal with.

JJ_Egan

BK89 wrote: »

works. My mother uses the landline for her business and has missed calls

This is a business landline contract ??

[Deleted User]

BK89 wrote: »

My mother uses the landline for her business

I think your Mother may be in breach of the terms and conditions of her BT contract. Basically, she shouldn't be using her domestic landline for business purposes.

If she pays BT for a Business Landline she'll receive priority repairs. If she pays for only a domestic landline, I wouldn't mention that she uses it for her business in any complaint if I were you!

Jitterbug123

Dear All,

I thought I'd let you know that after reading the thread and taking the email addresses down I contacted Gavin Patterson yesterday - the CEO who has replaced Ian Livingston. I received a personal response yesterday evening, and a refund to my bank account today.

It's ridiculous that I had to email the CEO of the company, but you might want to give it a go to get somewhere.

!

The_Hawk

The_Hawk wrote: »

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.

UPDATE: Well after posting here and completing the form at https://bt.custhelp.com/app/contact_email/c/4950 someone from BT's Customer Resolutions team got in touch and quickly resolved the issue to my satisfaction.

NeverEnough

After having a phone line fault repaired quite quickly recently, I even posted that BT had managed something positive for a change, but very shortlived, sadly.

The Indian Call centre has managed its usual nasty, obstructive stuff again and I am at my wits end with BT's behaviour - the abuse from the Indian operative today was sexist and disgusting. All we want is a broadband service that works as it should. We have been unable to resolve a billing issue (charged for Infinity 2 but its notmeven available in our area) for months and months and since the phone fault, the BB speed has been atrociously slow. The BB engineer who visited in November didn't replace our HH3 even thgh it was faulty, as the Asus Router we had attached was syncing perfectly at the max speed for the area, 24Mbps. So today Indian call centre called me a liar or a fantasist and said no BB engineer had ever visited our property and I was using a different router. "Illegally" as it was "mandatory" to use a HH. Then he became very abusive.

i hope there is a BT Rep still active on here, or perhaps someone knows the current CEO 's email?

Why can't Bt have a call centre where the employees speak English? And have decent manners?

NeverEnough

So contacting the forum representative for BT seems to help - I have had contact from someone with an apology and also details of a HH5 they have apparently sent to me, and a request to call to discuss the Infinity 2 charges when it isn't even available in our area. Pity their rubbish Indian call centre can't do what they are paid to do, though, -deliver customer service. It's apparently easier to hurl abuse at us instead.

peterndlovu

How do I get on contact with a BT representative, I am at my wits end with the company. Here is my story:

- Signed up to BT Infinity in June 2014 after moving to my new flat
- BT Technician was due to come to install my equipment but just didn't turn up nor was I informed
- Phoned BT and they told me my address didn't exist, despite me sitting in it and then successfully sending the equipment to my flat in the first place
- After a few weeks of them completely mucking up my order, to make things easier, I ended up signing up to the BT Broadband just to get me connected with a view to upgrading to BT Infinity once sorted
- BT agreed not to charge me the £130 installation fee (£130 to plug a cable into a router, unbelievable) when the engineer came round
- I connected my equipment to my phone line (i.e. plugged it in) and the internet was working. The engineer came round and obviously took one look at it, did nothing (I haven't touched the line, nor did he) and left
- I got charged the £130 installation fee
- I eventually got that back
- However, I have an issue on a random basis where the BT Home Hub flashes orange and I lose connectivity. It can happen when I'm using the broadband or even when I'm not and there is no discernible pattern. Bare in mind I have had this since day 1 in June 2014
- I make a complaint and then what follows is over 50 phone calls and emails where BT send me unhelpful links (which I tell them) to fix the issue and close the case despite me saying not to
- During this time there are promised call backs where I get an email the next day saying "Due to a technical error we couldn't call you" and there are many times where I tell them I cannot take calls between 8am and 6pm during the week, so thats when they call me (despite them asking me for an appropriate time)
- Obviously during this time I have refrained from upgrading to BT infinity as BT cannot even provide me with a simple Broadband service
- I finally get somewhere in December, 6 months later, when I am told "It seems as though you have a faulty BT Home Hub so we will send you a new one out." This was on 27/12/14.
- On 30/12/14, I phone up looking for an update. The order didn't get put through, so order no.2 gets put through. The new BT Home Hub will turn up in 5-7 days.
- On 08/01/14, I still have no new BT Home Hub (which I don't have much confidence will fix my issue anyway) so I phone up again and am told "the new BT Home Hub should be with you by 21:00 tonight or 18:00 tomorrow. I will phone you between 18:00 and 19:00 tomorrow (09/01/2014) to confirm it has arrived"
- Its 09/01/14 and 18:57. I haven't got the new BT Home Hub and I haven't even had a phone call back.

I cannot get my head around this service. Shameful, farcial and unbelievable.

Oh and on a side note, I tried connecting a phone to my phone line yesterday. Of course that didn't work either. You cannot make it up.

BT_company_representative

Hi Peterndlovu.

I'll be able 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

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

Just a note to thanks to Robbie and anyone else who was involved, our issues have been fully resolved, Thank you for your help to escalate our case.