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BT Complaints & Escalation

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  • BT_company_representative
    BT_company_representative Posts: 1,861 Organisation Representative
    1,000 Posts Combo Breaker
    Hi AJGray,

    I can help with this.

    If you want, please send your details over to me and I'll look into this for you. You can get our "Contact us" link by going to my profile page.

    Thanks,

    Stephanie
    Official Company Representative
    I am the official company representative of BT. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • darge
    darge Posts: 1 Newbie
    Ninth Anniversary Combo Breaker
    edited 31 August 2012 at 8:45AM
    "Moving home can be hard work, but we can help remove some of the stress"

    What a joke this company is, customer service non existent. I contacted the moving home team on the 7.8.12 to arrange connection of line and broadband at my new address on 20.8.12.
    I then spent all of last week trying to get my line connected, endless calls going around in circles, "sorry technical problem" "Your order been cancelled" it just went on and on.In the end we had to re-order the line connection, which went live on the 28th, we are still waiting for broadband.
  • pawlala
    pawlala Posts: 1,431 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    I can help with this.
    Is there any point in BT having a customer service department when they've got their 'best' worker right here on MSE?
  • AJGray
    AJGray Posts: 77 Forumite
    They can't actually help! That's what I was told yesterday it gets passed to another manager that ill probably never hear from! It's disgraceful that myself and my partner were verbally attacked and I doubt anything will actually be done about it
    Sealed Pot Challenge #012
    :j New Year New Start 2017 will be my Year :j
  • pawlala
    pawlala Posts: 1,431 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    go straight to the top. Email the CEO. I was getting nearer to that when my complaint was being escalated because I eventually got called back from a 0207 number. I wouldn't stand for abuse. That's disgraceful! :o
  • AJGray
    AJGray Posts: 77 Forumite
    Well semingly I will hear back in a few days from the said manager but im not holding my breathe although I did discover that the people I spoke to supplied me false information, so how do I trust anything anyone there says
    Sealed Pot Challenge #012
    :j New Year New Start 2017 will be my Year :j
  • lovinituk
    lovinituk Posts: 5,711 Forumite
    1,000 Posts Combo Breaker
    BT are the worst company I have ever had the misfortune to deal with. Their departments are so disconnected they don't know what each other are doing. Their website is a shambles and their phone system is an utter joke. I had a business broadband problem that caused me problems for months. I was fobbed off constantly by customer service reps who didn't care and/or didn't have a clue. After going round in circles and several engineers it was finally sorted but only because I kept pushing and phoning until I got something done. If I had relied on them I would still have problems now.

    I knew I shouldn't have chosen to use them but they had the best deal at the time and as a new business, saving as much as possible was unavoidable. Turns out it was a false economy! Contract is nearly up and I WILL be changing providers. Never have I experienced such incompetence from a large company - if I treated my customers like that I would have gone out of business a long time ago!
  • BPcharts wrote: »
    Can some one please help (thinking BT rep!) or offer some advice.

    Firstly, I am a web designer and I work from home, so internet access is vital.

    Last Wed morning I logged on, but I was presented with a BT webpage saying that as I hadn't paid my BT bill (which is paid by direct debit and is up to date!), my internet access was being suspended. I cannot get passed this page so effectively have no internet.

    After six phone calls, talking to six different customer service people and spending over three hours on the phone, it transpired that the BT system has made an error and I actually share a account/reference number with another customer, who hasn't paid their bill. Their internet is suspended and as we share the same customer number, even though my bill is paid and up to date, my internet is also restricted. This was found out last Wed evening.

    I have since phoned and spoken to different people from the billing customer service dept which I think is offshore and since Thursday all they are saying is they have sent an email to a different BT department to sort this out. I have chased them up several times but I am being told there is nothing else they can do until this other department get back to them via email.

    I have asked whether I can speak to someone directly to sort this out quicker but I am told this is not possible as they do not have the contact details for the department who should be sorting the issue.

    This is so frustrating as on Wed evening I was told it was just a simple case of issuing either me or the other customer with a new account number and I would be back online. I don't understand why it has so far taken five days and I still can't get online.

    I have explained that I work online and internet access is vital to my business and as BT has admitted that this is a simple issue with their computer system, I think it is completely unacceptable that this has not be sorted much sooner. In total I estimate I have spent over five hours on the phone and spoken to at least ten different people.

    This issue is costing me around £100 a day as a result of not being able to work, not to mention upsetting clients and causing delays with projects. Mr BT rep, can you please look into this with some urgency.

    (BT rep: I have just contacted you via the web-form in your contact details. My enquiry reference number is: 120722-000885)

    After my original post here the BT Care team (they are the BT people who post here). took over my case. To be honest, the poor customer service I had received from the off-shore department largely continued with the BT Care team - things like missed deadlines, forgetting to provide updates, not replying to emails and not phoning when they said they will...

    In the end I had to resort to constantly tweeting them on Twitter
    (@BTCare) to get updates etc.

    The bottom line is - I went without BT Infitity for over five weeks. I cancelled my BT account and switched to Virgin Media. BT finally fixed the problem two days before Virgin Media took over the services.

    BT customer service is absolutely shocking, which is why they have the BT Care team to monitor Twitter and forums etc so they can jump in and stop people sharing their negative experiences.

    If you have had a negative experience with BT, share your views online and tell people, BT will only improve their customer service when more and more people share their views and it starts affecting business.
  • duncw
    duncw Posts: 8 Forumite
    Finally our phone line has been resolved thanks only to e-mailing the address on the top of page 4, I fully recommend any-one having difficulties to do that. If they get swamped maybe, just maybe BT will realise how pathetic they are.

    On close of play Friday, I get a phone call saying that we are not eligible for compensation due to the fact that we "had a continuous service". Really???? You could have fooled me, the fact that we have had 2 complaints in writing from our customers who couldn't contact us doesn't seem to matter.

    We have lost thousands of pounds of business due to BT and they are totally unwilling to recognise it just shows what type of company we are dealing with.

    Fortunately this is a shared office building and our local MP has his office here, I have already spoken to him and he is more than willing to get involved.
  • macman
    macman Posts: 53,129 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    duncw wrote: »
    :mad:And it gets worse.

    A BT openreach engineer did come at 8:20.
    Pottered around outside for a while, with me standing in the doorway.

    I get a call on my mobile, no-one speaking at the other end. Many Hellos later the phoneline cut off.

    He then closes his van and starts to drive off, I stop him.
    To cut an absurd conversation short, he wouldn't do the job because on his hand written pad, the address wasn't 100% correct. The fact that my name and number was there meant nothing. He says I need to speak to my service provider.
    "but you are my provider, BT",
    "I work for openreach not BT"
    "but you have BT on the side of your van"
    "no you need to speak to your service provider".

    Baffled, flummoxed, stunned, irate doesn't even come close.
    I wouldn't have minded if it was a print off on the job, not just a hand written note, he could have written anything!!

    There was no way he was coming into that building, the fact the he was there, I was there, the line was there he wasn't getting out of his van.

    This whole sorry saga is comedy genius stuff but is getting so far fetched that nobody would believe it!!!

    That is technically quite correct. BT OR and BT Retail are entirely separate companies, and your contract is with BT Retail. OR have the same relationship with BTR as any other telcom does-they have no 'special relationship'.
    No free lunch, and no free laptop ;)
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