BT Complaints & Escalation

danali

Hi,
I have recently moved home and ordered the BT fibre optic broadband. I was informed through email that the order went through and it would take two weeks to get the phone line and broadband activated. I was informed though email the estimated speed of 39-40 Mbps. Yesterday, the phone line was activated as scheduled but there was no broadband. When I try to track the order, there was no broadband order. I had to call BT only to be told that the order was cancelled by BT. When I enquired the reason, I was told that their supplier failed them and a new order was put in place. Today morning, I again called BT and was told that there was no order placed yesterday and that fibre optic broadband was not available at my address. It was too disappointing to learn that and also they did not provide any solution. I had to cancel certain tasks just because of unavailability of broadband. I waited for 2 weeks only to be told that the broadband was not available. I could have placed the order with some other provider if I knew that the fibre optic was unavailable at my property.
I need a solution ASAP please.

JJ_Egan

Unclear what you are saying .
If BT are saying that fibre is not available to you is that due to your location not having fibre .If so then you cannot have fibre . Alternative is if you are in a Virgin cabled area .

Spookieuk

JJ_Egan wrote: »

Unclear what you are saying .
If BT are saying that fibre is not available to you is that due to your location not having fibre .If so then you cannot have fibre .

If they have already put an order in for fibre before that implies it is available but the cab is full hence the cancelling of the order. It seems they haven't communicated this though.

Adbow

I think bt offer inadequate customer service at best. I cancelled my bt sports after a very long argument and was told a £30 cancellation fee would apply and would be debited at the end of the month. Instead they sent a company called lucas credit after me and now found it has left a mark on my credit file. If bt fail ( which I believe they will) I will be taking my landlines and broadband to sky. Has anyone else had a problem like this? My advice keep a very close eye on bt very dodgy

gabbie

kenjewell wrote: »

If your getting nowhere with regular BT customer services, have reasonably attempted and followed their complaints procedure then take it to the top. Libby Barr is the managing director of customer service & sales at BT.

Write her a letter or drop her an email and you will most likely be contacted by Executive customer services the same day.

Keep your initial letter to the point, try not to loose and give as much detail as possible.

There is an excellent website named ceoemail dot com which lists her contact details with a simple search.

Good luck and stand your ground.

Thank you so much for this advice. I've been pulling my hair out over an ongoing issue with BT and have followed their complaints procedure which got me precisely nowhere. So, yesterday I emailed Libby Barr. This morning I received a reply from someone in Executive Customer Services, apologising and promising me a phone call tomorrow.

I'm not holding my breath but I'm allowing myself to be mildly optimistic!

johnbhoy10

Right 13 months into an 18 months contract and i've reached BT in my pending file. My official complaint will include copies of 4 chats with the online team.

1) i queried them about my regular disconnections. First they said none were showing. I pushed on this saying a colleague of theirs told me earlier that day there was a record of 1. They then put me on hold and guy says you have on average 1 per day (sometimes 2 but no more) for the last few weeks. Then guy says there is a fault between exchange and your house. I've being saying this for 12/13 months.

2) queried what my infinity guaranteed minimum speed was- my screenie shows 15Mbps and they're saying computer says 10.

3) queried when i was advised about £5 charge for BT Sport. Firstly told i got an email. Nope didn't get that. Ok they said we sent you a letter. Nope don't have that either. Ahh... they said we gave you £5 IN September for not advising you. Nope i'm afraid you're wrong again i said. you did give me £5 in September as a GOODWILL GESTURE. You admitted no fault. I did not ask for compensation and it couldn't be deemed as such as you admitted no fault. Play and listen to the call if you want. Final response-we are sorry sir for not advising you of price increase.

4) Last but not least-asked as an exisiting TV/Broadband customer within minimum contract should i get BT Sport for free. They replied yes that is correct. That is what i thought says i but are you absolutely sure about this. Yes sir i am sure about this they say as i've checked with my supervisor. Well can i ask why i am paying for it??? Ohh that's not like us (:rotfl:)...i have just checked with my senior supervisor (i'm scared:eek:) and i'm sorry to advise you that there is a charge for BT Sport for yourself.

All the above chats i have in email and will soon be going off to chief exec, Libby Barr et al (anyone else i can find) as an official complaint with full intention of going to regulator if i don't get satisfactory answers and resolution.

They really shouldn't be released to the public this lot till they have had even the most basic of training as they appear clueless. Must be, arguably, pushing npower off that top spot now!!!:D

You really have to laugh at their incompetence otherwise they'll drive you insane. Don't get mad.... get even.....i'm going to town with this lot now.

johnbhoy10

'I have held off so far as their complaints team wanted to phone me regarding above issues and so far RESULT! Email from them after chat-

Dear Mr x

Further to our conversation I would like to confirm that Mr x you are allowed to cancel your account with no held to term charges at any point during your contract bearing in mind all the upset this has caused you in regards to your INFINITY speeds

Again my sincere apologies to you

Kind Regards'

Going to hold off till Monday till my official complaint is fired off as they're getting back to me regarding compensation for infinity issues. They've also accepted i shouldn't be paying for BT Sport and was not advised either. They've agreed to refund me and not charge for the remainder of my contract for Sport, assuming i decide to stay, which to be honest is unlikely.

Nice to know that even BT with their 'confusion marketing and tactics' can be beaten.

Jandh

We moved business premises and arranged iCloud. We have had endless problems trying to get our bills right. We are still being charged for lines and broadband at the old location which is being mixed up with our new iCloud lines. We have had so many calls to every department and have wasted so many hours that should have been spent on our business. I can't believe this level of incompetence and sincerely now believe that this is a tactic to tire you out and make you pay rather than fight it. We are now called daily and are being threatened with disconnection if we don't pay the completely incorrect bills.
I really urge you to NOT choose BT.

Jandh

My thoughts are these having suffered both with BT professionally and years ago, talk talk at home. DO NOT go direct debit. You assume they will bill you correctly which by the many many complaints they do not. It is very hard to get back money owed to you, and a better position to be owing them - especially if you know the bill is incorrect.
Also DO NOT get into phone calls with them; they have a recording; you have nothing. Insist they write to you. This also makes it difficult for them to say they will sort it out ( as they will do at some time) then not.
Forget ofcom, we paid hundreds of pounds in incorrect charges to talk talk and they awarded us £70 after 8 months. Don't overpay them in the first place by not allowing direct debit!
With our current problems with BT we have decided to just pay the charges we think are correct and let them take us to court as we simply cannot give any more hours up to try to sort this. I can't see that they'll get far given that they are still charging us for a location we left 4 months ago.

keithfm

I got an unexpected total result from BT Complaints yesterday:
We moved to BT Broadband & Mobile 6 weeks ago (OK we should have been wiser) as Virgin were totally !!!!!. BT mad a complete nightmare of the whole process inc. lying, bombarding us with wrong dates, multiple transfers, same mobile number for 2 phones, etc, etc.
So; I complained officially every time something happened (made sure it went to complaints & recorded)
Then I wrote a detailed 6 page letter to them inc webchats, email copies etc.
I didn't receive a reply for 3 weeks. I then prepared a 2nd letter and one to the Director ready for registered post. It included a deadline of 2 weeks, & a threat to refer to OFCOM after.
I then informed BT Complaints on the 'chat' and uploaded a pdf of the letters & appendices.
IMMEDIATE RESPONSE! They admitted hadn't a record of my previous letter but couldn't avoid dealing with it. It was referred to a Manager and after reading it she gave an immediate one month Broadband refund, a reference and said they will call me tomorrow with details of an additional compensation.
Though I'd share as it may help? BoL!