BT Complaints & Escalation

zoesheard

I have had a nightmare with BT and received shocking service. First placed an order on the 7th September for phone and broadband and over 3 months later still have neither service. Filed numerous complaints, was told I was a priority case yet today I phoned up for an update only to find my order cancelled by BT and my account closed without so much as a phone call. Completely unacceptable. There was a working BT line in the property previously so I have no idea what they are doing. Been told numerous lies along the way and received shocking customer service, BT can get away with anything because they are the monopoly in my rural area.

Fallfromgrace

I'm getting charged per month £77 got broadband only. Think I'm out of contract been complaining their internet is slow and goes off when it's wet and windy. Took me 1 hour to download a iTunes album. Complained to them but get totally ignored.

Even though bt care follow me on Twitter they don't reply anymore. Also on BT HUB 2 when the rest of the road are on hub 5.

buddly65

I have recently moved my phone and broadband from Sky to BT . During the switch BT left me without a phone line for 48 hours and broadband for 8 days . Their own customer service staff initially fobbed me off with excuses and at one point I was told I would have no broadband for 15 days . After numerous frustrating calls to BT and more than one of their representatives admitting negligence on their part I was offered the princely sum of £10 compensation . I have refused to accept this and my complaint is still open . I get a call every two days where the say they same thing ' is your service working , can we close your complaint ? ' Despite continually asking to have my complaint escalated I am getting nowhere . I don't want to give up . I'd rather get nothing than accept £10 . I spent £36 on data for 4 mobile phones and hours of time wasted trying to get this sorted out . Surely BT have to have some way of bring held accountable .

mountainviews

I have just had a letter in the post to say I am going to be charged for bt sport, I have never asked for it - I do not even possess a tv - so I phoned up bt to ask for it to be removed only to be told that they could not do it and phone back after 12th January, this is not fair!!!!!!!!!!!!!!!! bt representative please read this and sort it out for me - this means I am being charged for something I do not want and never asked for Grrrrrrrrrrrrrrrrrrr Bt bad customer relations and bad publicity again!!!!!!!!!!!!!!!!!!!! - I guess you have figured out that I am cross about this! :mad:

SpectreFED_UP

Well it is with much disappointment I find myself resorting to a public forum about BT and it mission to have me in an early grave.


So the story goes... I moved into a new office space which required communications, it's quite rural and given the length of time it takes BT to install a land line, I opted for a BT hotspot and ruggedised Samsung Xcover phone both of which I have no complaints about.


Where it all went wrong is that the person who processed the contract paperwork decided to take it upon themselves to change the contract details (so I am told) as the phone I had requested was on a lesser contract than I had agreed.


So imagine my surprise when a Bill for the hotspot arrived at over £300.00 plus the monthly fee. SO I rang BT and it was established that I was on the wrong Data limit which was changed and was promised are fund but had to contact the BILLING DEPARTMENT. In the meantime I received a bill for the Mobile phone for £210.00 - grand total over £500.00 of my cash flow in BT's bank. It was established very quickly after several phone calls? that the contract was changed after the initial agreement to suit the phone I wanted. It has now been almost 4 months since the initial phone call and several calls to several billing departments all of which say this is terrible and just shouldn't be happening .... I HAVE SENT AN EMAIL TO MR X AND HE WILL CALL YOU WITHIN 72 hrs... almost 4months have passed and still no phone call. I have spent nearly 5.5 hrs of my business time talking to these BT which has cost implications for me exceeding £500.


I'm stressed, angry and feel completely ripped off. As a communications company there ability to communicate astounds me, it really does. What is the benefit in me sounding off on hear ... In the vain hope that someone who cares about BT's reputation see's it and contacts me, as there scripted procedures helps no one. I am happy to disclose my IMP number as it is clearly imprinted in my brain , well that and the events number and oh yes the other IMP number that was created.


Sorry for the long rant but no body is listening at BT!!!!!


Spectre FED UP

devils_vixen

Been with BT for 15 years and set up a direct debit on 10/12 to pay a bill. Spoke to them on 11/12 to inform them of this. Bank set it up on 15/12 and BT cancelled it on 16/12 with no notification to me what so ever. Infact I didn't find out until I logged in to my online bank and found the money was still there and no BT dd was on the account. So called the bank and the provided me with info.
Called BT they claim to have tried to take money on 11/12 - how that can be is beyond me considering the dd was set up on 10/12 and not enforced by bank until 15/12. So after a lot of "well it's not our problem it's the banks" I asked for cancellations. My contract started on 09/01/15 so I knew I could cancel. Guy asked why I was cancelling I said because the internet is too slow which it is it's 4mbps wherevI live and I was paying £27 per month for the privelage!
No retention deals, no information just that's it cancelled and services will stop on 20/1. Email confirmation informs me there will be a cancellation charge of £30!! !!!!!!?! This should have been explained in the phone call and why there is a charge as I am not in contract with them!

Means I now have to make another call to them which I hate as I can never understand them and have to repeat at least 3 times what I am calling about.

In all the time I have been with BT this is the worst customer service I've ever had from them. Used to think they were better price wise than other providers but after a quick comparison they seem to be the more expensive company.

JJ_Egan

(Means I now have to make another call to them which I hate as I can never understand them and have to repeat at least 3 times what I am calling about.)

Web Chat is in English and you have a record of the conversation .

ICan'tStandIt

BT_company_representative wrote: »

Hi scooter_aust

I have just seen your post and would like to look into this for you, just checkout my profile section were you will find my contact info.

Regards David

Are you still on this board?


The so-called 'complaints process' is as frustrating and annoying as the so-called service from BT itself.


I registered a complaint on the 9th and since then all BT is keep trying to phone me, when all I want them to do is resolve the issue by email as I cannot guarantee when I will be free.


I email a reply asking for a contact number so I can call BT and I just get a response saying someone has tried to call me!


How can I get this resolved?

GreatScot81

Good god...............

Why didn't i find this thread months ago??

Reading a lot of these with my head in my hands...................

So recently i moved house, only moved less than half a mile as we needed a bigger house for the kids, i had BT Infinity in the house i was currently in, i phoned BT to inform them of the move and they done a line check on my new premises and advised me that i was not able to receive infinity at this address, i asked why as i was only moving a short distance.

He told me that while my cabiniet was fibre enabled it was at full capacity but to keep an eye on it as it would be getting more slots available soon.

A week passed and i checked it out, low and behold fibre was available at my new address, brilliant i phoned up and spoke to a very helpful adviser(no really! lol) she done a line check and told me i was able to get very good speeds, up to 79MB download and 20 upload, i said great lets get that ordered.

In the process she talked me into getting BT tv, so after the call i cancelled my sky subscription, she told my it would be installed on or around the 12 of Jan, we parted ways and i thanked her for he help............

I placed that order on the 17th of December.

About the 8th or 9th of January i phoned BT to find out what was happening with my order, it had been too quiet and i had not had any emails or texts about delivery of BT tv box or anything, i get the indian call center, I asked her about the order and i'm told BT Infinity is not available in my area.......

I tell her this in not the case, my friend lives across the road and he has infinity and people all around my area also have infinity, she repeats BT Infinity is not available in my area and that i must have a copper line and thats why i cannot get fibre.

I explain again that a line check was already perfomed and i was able to order Infinity, she pauses and tells me BT Infinity is not available in my area, so i was getting highly frustrated and hung up on her.

I phoned again once i had calmed down and explained the whole story over again to another operator with an Indian accent, she pauses for a minute while she checks my account and simply tells me BT Infinity is not available in my area............

By this point i am laughin, i talked to her for a little longer before i asked to make a complaint.........

Then i emailed a complaint, this is a useless procedure, i have had to messages again from people with Indian accents telling me that my order is not being processed and another telling me i have a copper line and not a fibre line, so i am getting pretty fed up.

When i get home i phone to cancel, seriously getting hacked off with this, when i phone to cancel i get a UK based operator, i explain briefly the stuff that's been happening, i know the cabinet i am using is fibre enabled but the operators seem to think differently, what he then said had me completely stumped, he said on my account in front of it said fibre is due to go live at my address in 2 days time.

Seriously !!!!!!?

And if i wanted to cancel i would have to phone back in 2 days and cancel once that order had gone through..............

It was supposed to go live yesterday and i heard nothing from BT, and i still don't have it, i ohone again today to be told BT Infinity is not available in my area, i am going bald as it is i can't afford to be pulling more hair out!

Seriously just going to cancel and go with another provider, the customer service is horrible, not helpful at all, none of them actually know what they are talking about, and i have absolutely nothing against the Indian people they have working for them it's not their fault they are so poorly trained for this line of work, i have a difficult time understanding them and i'm Scottish so i'm sure they have trouble understanding me, especially when i start to get angry lol

Stevedore72

I have just read your complaint re BT and you have my sympathy i was with Bt till March 2015 and left because they said I could not have fibre. I joined Plusnet simply for cost and not fibre but as I am coming to the end of contract I enquirer about fibre with Plusnet.They said I was not able to have fibre according to Openreach website, I told them that my next door neighbors either side of me had fibre? Answer they said to contact Bt and ask. Spoke to BT and was told like yourself that I was not able to have fibre. I said if I take out broadband and phone with BT would I be able to have fibre? YES OF COURSE was the reply,on asking why I could not have it with PLUSNET which is part of BT reply was that I was unable to have fibre!Like yourself I am wanting to tear my hair out but I have little enough . Good luck with your problems