BT Complaints & Escalation

MmorganJ

Gurk1986 wrote: »

I would be extremely interested in speaking with you regarding this case and potentially combining your issues and mine into a legal case together? both of us have had an unacceptable, disrespectful, unprofessional service and I believe together we could sue for a substantial amount of compensation for this?

Hi there, I would be interested in looking into this for sure. My Broadband is actually now working which is a bonus and will be speaking with my complaints case worker today to discuss what compensation BT can offer.

Gurk1986

MmorganJ wrote: »

Hi there, I would be interested in looking into this for sure. My Broadband is actually now working which is a bonus and will be speaking with my complaints case worker today to discuss what compensation BT can offer.

Hi, they will offer £30 and say that's the maximum - they did the same to me. They have ceased my service with no notice, no phone calls, no letters, they said they emailed an email address I have not had for 7/8 months. They haven't even investigated - I have requested the calls and the calls to be listened to by NINE managers who have promised they would and call me back and NONE have done so. I want to take this to court and sue them!

SkydiveDave

Hi Gurk 1986.

I'd be interested in going to court as well. I've lost all faith. I've been cut off. I'm not paying for a service I've never had. Keep getting cut off on purpose. Lack of information. Lies. I've text them for nearly 3 months now. Never had a problem with sky. They're just not interested. I've got proof of texts and calls. I'd rather void the contract through legal means!! They have a duty of care to provide good service. And a decent customer service with clear instructions. Think we need to set up a Facebook page too. So other customers don't get into such predicaments!!
Regards David.

Cotta

Just for the record I contacted the BT rep as requested on Friday and he never bothered to respond.

Gurk1986

Absolutely David, I haven't had their service since they cut it off in September. I will not pay this bill for not having the service and happy to take to court to make sure it is written off properly and I am compensated properly not an insult that is £30. Regards, Carl

ashthedash

Hi, all judging from various posts here, looks like BT don't care about customers. I made a mistake of moving my phone and broadband from Sky to BT. They send me a message first to say that it will happen on 23rd on ly to send another conflicting messag on 12th to say it was happening on 26th January. On 26th January, broadband went across ok and was able to use it but I had issues with my telephone line. Since then I have not been able to receive calls at all. Can make calls but cannt receive any calls. When you try to ring, it does not ring at all. Spoke to BT, had numerous chat's but still not fixed. They sent an engineer out 30th Jan so had to take afternoon off. Engineer checked few things in the house and then went to the exchange as he said that the fault is at the exchange. An hour later had a phone call from the engineer to say that he is passing the fault back with BT Openreach as there is an issue with the way the phone line has been transferred from Sky to BT. Not date or time was given when someone will get back to me. So another long chat session on Monday and was told that it will be sorted asap. Then get a txt message to say the fault has been cleared only to find that nothing has changed and still cannot receive calls. I had another chat on Tuesday to say why did I get a message to say the fault has been closed when it is not fixed. They again went through all the checking, and then promised that the fault will be fixed by Friday. Come Friday, I have just spent another 45 minutes on chat and they have now booked another engineer to come on Monday even though I have told them that an engineer has been to my house and did not find any fault. So now I will have to book another morning off at short notice and I am sure that they are going to find nothing wrong in the line in my house. I also requested that one of their senior manager's rings me to discuss this. I was promised that someone will definately call me ( promised on Tuesday and again today - Friday) and guess what.. no phone calls. They just can't be bothered. Just interested in making huge profits at customer's expense... I have tried to call them from work and you just get stuck in their stupid automatic call system. No matter what you try, it just goes in a loop and does not allow you to speak to an customer service rep. Useless and complicated system setup on purpose to deter people from ringing. I have had a death in the family and they have been trying to call me on my landline from abroad to give us the news but obviously thanks to BT, I could not receive the call and we were very upset that we found out through someone else. If anyone is thinking of moving to BT think again... They could care less for customers.. It has now been 12 days and counting without a proper working line...
I am seriously thinking of going to small claims court for compensation as I have been through a night mare trying to resolve this and I just can't see any light at end of this BT tunnel... Has anyone been through small claims court ? or is there any other better way to take this further ? BT should change it's slogan to : it is good not to talk.

BT_company_representative

Hi Ashthedash,

Reading your post I am really sorry to hear that you have been left without telephone service. 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

PaddyB

SkydiveDave

Why is the BT rep only helping certain people? Are we not all at our wits ends with you?

xukc

What is BT CEO's email address please? Is it gavin.e.patterson@bt.com?
The only way to resolve problems with Vodafone in the past was through their CEO office, it's going the same way with BT. To cut a long story short I ordered a phone and broadband package for the unlimited broadband and bt sport. I couldn't connect to their broadband when it was supposedly activated so it all began. I must have spoken to 20 different people, put through to every single department from here to India and back, chat sessions, call backs at arranged time, hanging on the phone waiting to be connected... One evening a phone call lasted over 2 hours, I kid you not, I thought my head was going to explode. Who does this, I mean what company in 2015 gets away with such shockingly bad customer service?
So at the end apparently broadband order failed to go through but they still managed to land me with a new phone contract for year. Which I am not having and I am not spending another minute on the phone to them (or another evening waiting for a call back!!). I am writing them a letter and I'm sending a copy to the CEO. Will it work better? Wait and see

SkydiveDave

Bt Rep.
Please can I have contact details for the head of your litigation team
Regards David.