We're aware that some users are experiencing technical issues which the team are working to resolve. See the Community Noticeboard for more info. Thank you for your patience.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!

BT Complaints & Escalation

Options
17980828485110

Comments

  • I was with BT for 20 years, 18 months ago I decided to get their BB as well...Big mistake!
    I was getting disconnections 200 times a day and after trying for weeks to get it rectified decided to go to Infinity just so I could get some decent internet, also had a crackle on my phone line which never got sorted because the call centre would not believe me! we have tested your line and its fine,Openreach guy asked me if I knew I had a crackle on my line? YES! but they won't believe me!
    The crackle stayed and I decided to leave as soon as contract up, went over to Plusnet a few weeks ago and the day I changed my telephone over was amazing. Its like having a brand new phone line crackle gone and I can hear what the person on the other end is actually saying!
    Amazing. BT are useless.
  • Finally have received a call back from a senior authority figure in the resolutions department. lovely man called John listened to everything I said agreed was diabolical and agreed to wipe the bill and give me £100 as compensation for the terrible 8 months this has gone on for.

    I am completely satisfied with this and it just shows sticking to your guns is well worth it in the end!

    Case closed!

    Thank you John, you're the one and only employee of BT that has done their job and I would recommend you personally to anyone in the future.
  • Congratulations Gurk1986. 8 months! And I thought my 2 months was bad enough. Who'd have thought that such a simple job would have been strung out for so long. Sounds like a line from one of those consumer affairs programmes investigating cowboy builders. :-)
  • joey1211 wrote: »
    Congratulations Gurk1986. 8 months! And I thought my 2 months was bad enough. Who'd have thought that such a simple job would have been strung out for so long. Sounds like a line from one of those consumer affairs programmes investigating cowboy builders. :-)
    absolutely joey1211 I am just glad that it is finally sorted! firmly believe i should have received more in compensation however i just wanted it over with! i think after 41 pages of complaints on here they should and will be investigated!
  • Searcher2
    Searcher2 Posts: 1,176 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    In October I was considering moving my mother's BT line to another provider because my Line Saver Rental 12 month contract didn't line up with the 12 month contract for free caller display. A call to BT had me renewing for another 12 months Line Saver Rental as the BT rep said that they could include evening & weekend calls free (as I had had previously) and align the free caller display with it too. Happy bunny. Until the next 3 month bill came when I discovered my mother had been charged for evening & weekend calls and caller display. To cut a long story I have gone through various calls, online chat and emails with BT claiming that they don't give free evening and weekend calls with the Line Saver Rental. So either I am lying or BT made an agreement with me that they are now not adhering to. I am refusing to talk to BT as they seem to say what they want on the phone so now want everything in writing.

    I have threatened to take the matter further and asked them if it is OFCOM I need to contact which they haven't responded to. I feel that underhanded (or at best incompetent) activities like this should be able to be reported to some authority but reading bits of this thread it seems it may be futile. If someone could confirm the name and address of the CEO it would be helpful.

    If someone does currently have Line Saver Rental with free evening & weekend calls could they let me know as I have it in writing from them that they don't do this? Thanks
  • No pole work or cabling was carried out on Friday. But...

    I have just received an email from BT congratulating me on my new order. I have been assigned a telephone number (I now have three) and an engineer is popping round on the 2nd March to install the box faceplate and cabling inside the house.

    Back to square one, again!
  • I received a letter on 11.1.15 from Virgin telling me they were selling the National business to TalkTalk. I was going to change to BT last December at contract renewal time but couldn't face it before Christmas so now was the time and I'd heard TalkTalk's customer service wasn't so good..........................................it can't possibly be worse than BT's.


    I placed my 1st order with BT on 12.1.15, it got cancelled, my 2nd order on 16.1.15, it got cancelled, and the 3rd on 23.1.15 with an activation date of 6.2.15!! I asked to retain my old phone number which I've had for nearly 30 years and was assured it would transfer straight over. I have also just received most of the money for the 2 cancelled orders.


    The next part of the charade then played out with the transfer date for the number being 23.2.15 and a temporary number assigned from 6.2.15. I called to check this on Friday as I found out BT hadn't informed Virgin of me leaving them-despite 4 people telling me at BT I didn't need to do anything with Virgin at the time of placing the order(s) as they'd take care of it all.


    On Friday I was told I could have my old number back today(16th) but I haven't been able to call our number all afternoon. Another 30 minute call ensued when I got back from work this evening and I found out there'd been a technical difficulty so I'd been given a different number until 23.2.15. Was I supposed to know this new number by ESP, was anyone going to tell me etc.etc.


    I can't begin to articulate the stress, time, frustration, phone calls, anger and tears this has caused me.


    Whilst the staff at the call centres are charming and apparently helpful(with one exception who put the phone down on me when I tried to put my point of view forward in a perfectly reasonable manner) they don't seem to do what they say they will. Who checks this and how can you escalate a complaint? I just get another succession of charming and useless BT employees with, apparently, no accountability. Of course, it's impossible to speak to the same person twice.


    I expect the final straw will be when I try to get my £50 Sainsbury's voucher..............................I'm trying not to think about it at the moment, I just want my old number back and all of the money I'm owed. That's be a start.


    I imagine an apology of any substance will be out of the question!!
  • Phone up the Dundee Call Centre and speak to a very apologetic and sincere worker telling me that they have messed this up. Have asked them to scrap everything and to start again with a site survey, which will be fast-tracked and should be completed within five working days. Again enquire whether they can give me my old number back so that I can access the internet. The request has been put in my case notes.
  • Received a call back from the Dundee call centre telling me that I need to take another afternoon off work so that the engineer can turn and 'officially' log that he is unable to carry out the work and that a site survey needs to be done. If this does not happen then Openreach will charge me for the survey. I'll be honest, I was left speechless.
  • BT are shocking, put an order through almost 2 weeks ago and ended up cancelling it because the customer service is shocking, I'd rather pay more with sky where the service I recieved was 10x better.
This discussion has been closed.
Meet your Ambassadors

🚀 Getting Started

Hi new member!

Our Getting Started Guide will help you get the most out of the Forum

Categories

  • All Categories
  • 351K Banking & Borrowing
  • 253.1K Reduce Debt & Boost Income
  • 453.6K Spending & Discounts
  • 244K Work, Benefits & Business
  • 598.9K Mortgages, Homes & Bills
  • 176.9K Life & Family
  • 257.3K Travel & Transport
  • 1.5M Hobbies & Leisure
  • 16.1K Discuss & Feedback
  • 37.6K Read-Only Boards

Is this how you want to be seen?

We see you are using a default avatar. It takes only a few seconds to pick a picture.