BT Complaints & Escalation

jhanna

Hi,
I was with SKY for 10 months. We then moved to a newly built property and I arranged my SKY move one week before the actual move date - knowing that with my work commitments I cannnot go a long time without broadband.
1 week after I moved, SKY canceled my order. Saying they can't get the data for my new home from the local exchange.
Turns out: the only company able to provide broadband (and the necessary phone line setup) is BT. So I thougt: ok it is more expensive, but there is already a BT openreach fibre modem in my flat. So they should be really fast in getting me the phone line/broadband.
Well, ignorance is bliss. It will take BT at least 5 weeks to provide the service - 3 weeks for the phone line set up and another 2 for the broadband.
Yet I don't have any sort of choice - if I don't go with BT, no one else is able to provide a service for me. I live in London Zone 2!
Maybe I am seeing things: but is it possible BT is withholding information, so other providers can't set up the phone line & broadband?

Garetha

I moved my phone from BT to Plusnet last December.
BT carried on taking money by direct debit and has now refunded some of this. However BT, in my belated 'final' bill, have invented extra charges and ignored my complaints.
Any ideas?

JJ_Egan

As in what extra charges ??

Garetha

JJ_Egan wrote: »

As in what extra charges ??

Caller display which had been free but they've backdated charges to June and they've taken it out of my refund. They are also charging me for rental after I transferred. I was not in a contract.

HOWEVER ...........
I've now had an email regarding my overcharging complaint telling me they can't pursue my complaint because "the phone number you've supplied has only 10 digits therefore is missing a digit".
My phone number DOES only have 10 digits as do many phone numbers in rural areas. I can't believe someone working for BT can be so ignorant of their network.

joey1211

Just received a call from my case manager in Dundee asking me whether I am now happy that my telephone line is working. His case note show that the engineer has been at the property and showed my partner, a Ms Hughes, that it was all up and running. When I told him that I lived alone, I was then asked whether I knew of a Ms Hughes in the area who has recently had a telephone installed. Has promised to call me back by the end of the day with an explanation

robin58

joey1211 wrote: »

Just received a call from my case manager in Dundee asking me whether I am now happy that my telephone line is working. His case note show that the engineer has been at the property and showed my partner, a Ms Hughes, that it was all up and running. When I told him that I lived alone, I was then asked whether I knew of a Ms Hughes in the area who has recently had a telephone installed. Has promised to call me back by the end of the day with an explanation

Sounds like there maybe a very happy lady in your area in having her phone line checked or updated for free.

joey1211

robin58 wrote: »

Sounds like there maybe a very happy lady in your area in having her phone line checked or updated for free.

As long as I'm not paying for it, good for her.

My case manager never phoned back as promised. After my two months of broken promises and apologies, I'm not in the least bit surprised.

highlandbob

I have been a BT customer for 40 years and have now decided to end my contract with them due to the appalling customer service or rather total lack of customer service, my issues with them have been the terrible broadband connection over more than two years and my repeated attempts and many many hours on the phone talking to " advisers " who dont really take my complaints on board, then when I insist, they refer me to a supervisor who does a lot of talking but makes no attempt to properly address the issues or compensate for my many hours of wasted time and frustration.
I would advise anyone thinking about taking a broadband contract to avoid BT like the plague as they genuinely do not care about their customers and always will fob you off if they can and I suspect this can only be a deliberate company policy as I have been at the receiving end too many times now.
I asked them recently to look back over my history of years of repeated problems, the fact that during this time I had not been receiving the service they had contacted to provide to me and my many hours wasted time on the phone to them so they could at least offer some compensation, they came back to me and said they could not offer compensation but would make a goodwill gesture of £20 which was a bit like being slapped in the face!
They also said they would like to try swapping my hub again to see if that helped ( even though a specialist came out to my house checked everything and decided any faults were outside my house ) and when I said they should swap it for the latest model they refused and said only like for like, that was the coup de grace and the straw that broke the camels back and lost them a long standing loyal customer.
Any comments on which other provider I should switch to would be appreciated. I would like a UK based customer helpline as a must this time.
Bob

joey1211

Zen seemed to be held in high regard

joey1211

Case manager rang asking me again whether I lived with a Ms Hughes! We then went over old ground asking questions I have answered many times before and has promised to ring back again.