BT Complaints & Escalation

glitter123

I just tried their online chat where it has a list of complaint options ........mobile, home phone, billing, broadband, BT sport OR something else.

Clicked the something else option and online chat tells me they are just billing and I need to call helpline. I've had enough of "helplines" , 4 so far, which is why I m complaining.

Anyone managed to get any real response to a complaint?

JJ_Egan

Yes a couple of times but it fell in to one of the categories .
Suppose it all depends upon what you are actually complaining about .

windup

put bt complaints into google

holdon

Please see my 'post' on BT and Ombudsman Service, I think if the BT rep was active this would have been 'picked up'.

daniel280187

After more than 3 MONTHS waiting for my service to be installed I've had enough, it has been a living nightmare trying to get my Broadband service activated.

Order Date: 27/06/15
Original Installation date 09/07/15

I decided to contract BT on 27/06/15 (More 3 months ago) and my original installation date was on 09/07/15.

I have contacted the complaint centre in many occasions via phone and chat regarding my order, requesting an urgent solution as it is Unacceptable for me to wait so long to get my service up and running.

I’ve had several updates from 09/07/15, all of them stating there is a problem with the activation of my line (Do not understand why, since I had Internet with a Small supplier until June when I decided to switch to BT) but not explaining me the situation or giving me (what is more important) a date when my service will be running. BT only alleges the service is not installed directly by BT so they depend on Openreach to undertake any installation. It is very frustrating as I’ve had to wait up to 3 weeks from one update to the other just to get the same answer over and over again without any progression.

My last update was today 28/09/15 when the update was “.. Due to a major breakdown of cables in your are, engineers advise us further work is required before we can get you connected..." (Is this a Joke? The same issue since 07/07/15 and nothing has been resolved yet!! It's been 3 MONTHS NOW without resolution).

Please avoid BT as they don't take any ownership on the installation of your BB. They will say that the installation on these cases depends on their contractors.

It is by far the WORST CUSTOMER SERVICE I ever had. Apologies for the Capital letters but I guess it is just a way to show my frustration on this matter and to prevent you from facing the same problem in the future.

daniel280187

After more than 3 MONTHS waiting for my service to be installed I've had enough, it has been a living nightmare trying to get my Broadband service activated.

Order Date: 27/06/15
Original Installation date 09/07/15

I decided to contract BT on 27/06/15 (More than 3 months ago) and my original installation date was on 09/07/15.

I have contacted the complaint centre in many occasions via phone and chat regarding my order, requesting an urgent solution as it is Unacceptable for me to wait so long to get my service up and running.

I’ve had several updates from 09/07/15, all of them stating there is a problem with the activation of my line (Do not understand why, since I had Internet with a Small supplier until June when I decided to switch to BT) but not explaining me the situation or giving me (what is more important) a date when my service will be running. BT only alleges the service is not installed directly by BT so they depend on Openreach to undertake any installation. It is very frustrating as I’ve had to wait up to 3 weeks from one update to the other just to get the same answer over and over again without any progression.

My last update was today 28/09/15 when the update was “.. Due to a major breakdown of cables in your are, engineers advise us further work is required before we can get you connected..." (Is this a Joke? The same issue since 07/07/15 and nothing has been resolved yet!! It's been 3 MONTHS NOW without resolution).

Please avoid BT as they don't take any ownership on the installation of your BB. They will say that the installation on these cases depends on their contractors.

csgohan4

Why not switch to someone else apart from Talk talk

holdon

BT could not care less about their customers, they have a 'complaints procedure' that they do not follow and is not fit for purpose, they say that all calls are recorded when they are not, they ask that you telephone rather than email, presumably so they can deny the conversations took place, as they have done with me, If you can manage to speak to somebody who actually understand you the I suggest that you record each and every conversation you have and follow up with an email of confirmation. Do not wait for any call back promised because they do not happen.
Please also be aware that the Ombudsman works on the same principle as BT, please refer to my 'post' on this site.

Browntoa

If it's a cable fault ANY supplier using LLU would suffer the same problem

daniel280187

Exactly, at the end all the suppliers in my area would have to deal with this cable issue having to chase and communicate with Openreach.

The problem is that after 3 months there is no progression on the issue so BT have clearly failed to sort this issue for me. It is pointless to wait for them to do something as they don't care at all... the kind of updates you get after waiting for more than 3 weeks between them... "Due to a major breakdown of cables in your area, engineers advise us further work is required before we can get you connected." After 3 months I get the same update not stating what have been done or, when this work is to be completed.

To sum up: A total nightmare for a new customer!