BT Complaints & Escalation

Tim_Wand

Regrets and Woes.

Having been a Virgin Media customer for a long time, I became increasingly concerned about the spiralling costs. So using the U Switch site I found a deal on TV. Broadband and Phone with BT.COM.


I Was initially attracted by the addition of being able to receive BT Sport on BT TV in addition to the phone and broadband services.


I checked the broadband speed for my address on the Site and using an App I downloaded, both confirmed that I should be able to receive full services, on the deal I selected. In addition I phoned and spoke to a representative of B.T who also confirmed that I would receive full services ( i.e BT sport to my Television set).


I also requested at this time that all direct debit payments would be taken on the first off each month ( my pay day) and I was told this was not a problem and would be the case.


I confirmed my order and received an email and a text to my phone, stating that my install and activation date would be the 20/10/15 , and as there was an existing line to my property that the equipment would arrive by post and I could install it myself following the instructions in the box with the kit, NO ENGINEER WOULD NEED TO CALL. or was booked or Confirmed,


Now fortunately for me I am a post man so on the day of my install , I quite coincidentally happened to be delivering to my own address, So as I walk up the drive with my Router and TV box in my bag, Imagine my surprise to find a BT OPEN REACH engineer sat on my drive way in his transit drinking tea.


" you may as well not bother delivering that mate! he aint in and I m going to have to send my stuff back too!" . " Well actually I m the owner of the property and I was told your attendance wasn't necessary!"

So once we d got that sorted and I d checked with my Boss it was Okay to take my 20 minute break at home! he proceeded with my install ( Which he most definitely had to be in the house to do)


So alls "good" , I return to work. Finish and return home at about 1500 to no services from BT.


I contacted BT, No its all working sir, Funny that because I m in my house and it isn't! Yes it is Sir!


Round and Round we go with me getting increasingly annoyed! I m desperate to watch the Arsenal Bayern game on BT sport at 20:00 , but no chance, eventually a manager calls me and says we have until midnight to activate your install, it hasn't been activated yet! Okay fair enough.


0500 next day up bright and early ( I m a postman ) No service on anything. At work about 10 oclock call on my mobile from BT , Your service is activated sir ! Thanks I m at work cant talk look forward to seeing it when I get home.


Get home 1500 hours, Nothing, Nothing is working! Phone BT! its activated its working, Same as last time , round in circles and then eventually about 2100 hours that night, Service activated .


Now I haven't got BT sport, rings up, Oh you cant get it on the TV at your address sir the service isn't quick enough. Yes it is, I confirmed all this before ordering, No its not Sir you need Infinity £39 to install and an Extra £19,99 a month. Why was I told it would all work fine, Why when you did a line check and checked my address was I told I would get all services including BT sport to the TV.


No customer transferring from another provider ( Virgin ) gets BT sport to their TV unless they have infinity , Why was I not told this when before I ordered ? We didn't know you were with Virgin, Yes you did I put that on the order, and I also got a phone call from you asking to transfer my Number from Virgin. Oh! Well you cant get BT sport on Your TV without infinity.


Fine I ll send it back I ve been MisSold, You cant do that You ve got a 12 month Contract.


Additionally first bill raised on 29/10/15 not the 1st of the month as requested and confirmed. BT advisor says Cancel your D/D make a manual payment then set it again after the first bill.


Okay so I cancel the D/D and ring on the first to make a manual payment. I now find out they have moved me to Premium Line Rental contract at £19.99 a month because I am not paying by direct debit and I can't change my D/D date to the first because its set from the install date.


THIS COMPANY ARE CHARLATANS AND FRAUDSTERS WHO LIE ! DO NOT GO NEAR THEM.


In summary. Told I didn't need an engineer, Then found one by luck at my property charged £49.99 for the privelage.


Didn't receive the services I signed up for (and checked and confirmed I would receive) unless I upgrade at additional costs.


Cancelled a D/D They didn't keep to the agreement on , following their advice, And charged additional costs and put on an Increased charge service as a result.


I am now waiting (5 days) plus for BT to respond to my CONCERNS, I really do think this kit will be boxed up and returned, and if they want to discuss breaking Contracts, They really need to look at their end of the deal.

bevmcomp

Really had enough with BT..No line/no broadband/broken promises about dates back online/also no ring backs as promised.just stopped my direct debit,cancelling my contract with immeadiate notice.put up my charges without telling me when i signed up late july.also no email or letter comfirming price increase.30 day period to cancel contract without penalties which i am enforcing now .my consumer rights are legal and binding. If anybody can help with information that would be great...nothing but trouble since i joined, i am chasing my tail..can't even get a email address or uk address to send cancellation letter

Amoon

Where to start? I have a list the length of my arm. The main reason and complaint is that I am owed a £300 refund. In short as possible:

Right from the beginning poor service, engineer fitting box and electrics was rude, did not want to, advised us our house was in stages of going under refurbishment anyway so can't we just wait. Advised no, we have paid for this

First 3 months bill supposed to have a discount - full discount never applied. Spent so many hours and costly money arguing with call centre in India - in the end gave up and left it

Didn't have a working box right from beginning, after arguing for two months and doing master resets, having a day off work for someone to come out - they finally gave us a new box. Channels still missing, still skipped etc

Was supposed to have someone to come out - never did.

Bill supposed to only ever be about £70 a month, always about £100 a month. But BT could never explain this, always just kept repeating the bill over and over. Finally, promised £300 refund for issues.

Waited patiently, did not receive. Rang call centre in India several times. Waited for call backs, got a call back and was told a manager would deal with. Manager rang me and didn't even read my file before he rang. So he looked into then rang 5 mins later, I told him and the lady previously pls do not arrange call back if do not have authority to do my refund of £300.Promised they had this autonomy

Then of course, turned out max could refund was £20. Offered me £7 then upped it to £20?!?!!

I then wrote a letter to complain. Had the worst customer service I have ever received today. So upset made me cry after the call. A lady called Nadine rang me, based in UK/ Ireland

She was more interested with arguing me than helping me. Said to me that despite me writing to say I was cancelling my tv on 11/11 - this would not suffice as needed to pay a £7 fee. Advised I already said in my letter that I wont pay the fee as am owed money and they can take it off the total of my refund if needed! Wanted to argue with me and said "no ur account is live". Was sarcastic, wound me up and made me cry after

I asked for her to put this in writing as I had written to them, she said yes, then changed her mind and said no is not procedure she can only email. I asked for amanager to call me back she said it is no procedure. So I said dont worry then I will take it further

Then received a phone call from Nadine saying she was sorry for earlier call and was getting a manager to call me

Is this how BT train their staff?!?!?!

Beyond upset. If manager does not resolve this with me willl definitely be taking to court

Tv is supposed to be luxury not stressful. First tv package ever bought as first time buyer, and have only had this package 1.5 years

Cant wait to get out of it and go with Virgin or Sky.

DO NOT BE LURED IN BY BTS GREAT EARLY DEALS.. You wont get them reflected on your bill anyway and they put every barrier possible in the way of a resolution

Darrell_Carter

This is an old thread, but it seems that the same problems are occurring with BT..For three months I've been overcharged, have rung each time to be told it's sorted, only to find that the coming month I've been overcharged again (and, this month TWICE!)

Are the BT Reps still operating here?

Claverick

I wouldn't mind some help for my father he has had no internet for weeks now and keeps getting fobbed off with that the engineer has crossed lines at the exchange but how is this my dads fault he is getting no where with bt and has no internet to order Christmas gifts or communicate with family.

JJ_Egan

Claverick wrote: »

I wouldn't mind some help for my father he has had no internet for weeks now and keeps getting fobbed off with that the engineer has crossed lines at the exchange but how is this my dads fault he is getting no where with bt and has no internet to order Christmas gifts or communicate with family.

Has he used the BT User forum ??.
I find this the best first step .

Dawning

I agree about the BT User Forum, I've had several problems resolved in the past, although it can take a while to actually get things moving.

salop

Signed up for BT Infinity 1 plus anytime calls 15 Nov via Quidco £80 cashback. Disappointed Quidco showed only £50 pending.
Then spotted 18 Nov better MSE blagged offer of £75 cheque plus £100 Sainsbury voucher plus better Unlimited Broadband (15 Nov was limited to 4Gb/month)
So 18 Nov just before MSE offer closed signed up and same day received 2nd BT order number by email.
19 Nov used BT online chat and requested first order be cancelled and only MSE order be progressed. Indian Lady confirmed I would get the full £175 offered and that once BB was activated I could use the VOL number to apply online.
01 Dec BB was activated by BT using the order number I had cancelled on 19 Nov. Went to BT online chat to sort 'em out. They agreed to change BB to unlimited and gave me the VOL No which I used to apply for Sainsbury voucher but refused to pay the £75 MSE cheque, saying MSE was a third party and nothing to do with BT.
QUESTION. BT used wrong order number. That is clear from chat transcript (I kept) from 19 Nov, that order I had cancelled. As my contract started 01 dec, am I not free to leave as that order was cancelled?
If so, I could reasonably ask BT to compensate for the £75 offered by MSE deal which BT lost me by using the wrong order? Or if refused leave without penalty?

coconutfeet

I signed up to the BT infinity deal listed on here a month or so ago. On the day of connection BT have managed to somehow do something to the phone line so that we can't receive incoming calls and the Broadband doesn't work. A week later still no service and no date provided. Call backs come at the wrong time, despite specific instructions. When I did finally get one they put me in a queue for 10 minutes and cut me off. It's a different story each time I speak to someone. I've got small children so am reliant on the internet for much of my Christmas shopping and an elderly father with a brain tumour who can't call me. An utter disgrace. Do the BT reps still operate on here?

bobk39

considerable experience with BT's poor service have taught me to always ask to speak to the next person in the chain of command, this works to a limited degree, usually three or four steps up, then they block you with verbal rubbish, but at this stage you should have a personal number to ring, if only to make a nuisance of yourself! a major complication with a lot of complaints is the apparent lack of co-operation with Outreach, who appear to be a law unto themselves, and don't necessarily co-operate with BT ! ? ! ?
in my opinion...both companies have serious shortcomings.....
best of luck to you
Bob