BT Complaints & Escalation

hellcats

Hi can anyone advise me. I changed my landline/broadband to Bt on 20 Jan 2016. Since that date my landline constantly rings and when I try to answer it or make a call the line is crackling. I telephoned Bt to report this and they did a few checks and then suggested it could be my actual phone. I have tried different phones in the socket and still get the same problem. BT phoned me this evening to say that an engineer had looked externally at the line and that would need to check internally possibly at my wiring! The advisor said that unless I agree to the charge of £100 an engineer would not be booked. I flatly refused to agree to this charge as a) I don't have a spare £100(does anyone these days) and b) I know everything was working perfectly until BT took over. If I did agree to the charge the BT engineer will just say it's my equipment and fleece £100 from me. Can anyone advise what to do now. Should I just cancel my contract?

JJ_Egan

You cannot cancel your contract without paying the remaining months left on this contract .That is unless within the terms of your sign up you have xx days to cancel check first .

Have you tried different sockets or filters ??
BT will test from the master socket outwards .
Anything from the master socket inwards is your responsibility and usual £130 ish charge .

Note if you do change providers its going to come up the same pipeline and same charge if you have the same problem..

You have a BT members help page and within that is the users forum .

Spookieuk

hellcats wrote: »

b) I know everything was working perfectly until BT took over. If I did agree to the charge the BT engineer will just say it's my equipment and fleece £100 from me. Can anyone advise what to do now. Should I just cancel my contract?

You've already been given the solution by BT: book the engineer. The agent can't wave the £130 charge if they want to keep their jobs.

The engineer has probably proven the fault is closer to your home and won't be able to prove that it's inside the telegraph pole or the underground distribution point till he goes to your property. The engineer will come in, confirm the noise in the test socket and go off to complete the job. You won't get charged and the problem will be resolved.

Cygnus_Alpha

BT Broadband has been ropey for the last 2 weeks.

When you phone their number on the website it diverts you to BT business and after a 20 minute wait, you are told you are through to the wrong number. Then they refuse to help you saying they are just a third party.

They then transfer you and you are put on hold for over 1 hour and running. Oh and its a 0845 number.

These guys are a joke. Is there a case that they have breached their contract and we can leave without penalty?

JJ_Egan

(These guys are a joke. Is there a case that they have breached their contract and we can leave without penalty?)

Basic answer is no .

Suggest if having problems you use your BT Members community forum .

Ian011

Cygnus_Alpha wrote: »

When you phone their number on the website it diverts you to BT business and after a 20 minute wait, you are told you are through to the wrong number. Then they refuse to help you saying they are just a third party.

They then transfer you and you are put on hold for over 1 hour and running. Oh and its a 0845 number.

You are charged at the rate that applies for the number you dialled. Any transfers are at BT's expenses unless you hang up and re-dial a different number yourself.

Regulation 41 of the Consumer Contracts Regulations 2013 requires an 01, 02, 03 or 080 number for existing retail customers to contact a business. BT does comply with the regulations.

You need to call the right number.

goa55

just a note to say i discovered i was being charged £5 a month for bt sport on 3rd of feb this year interesting as i have never activated this service even when it was free( no interest in sport whatsoever) i complained initially bt said i was i inofrmed of the new charge and i was up to me to cancel before. made the complaint formal via their website, a call to offcom who said wait 18 days for bt to respond. tonight they have agreed to give me £35 back. and the result is i am moving to sky as soon as i can. on a more positive note i am with bt trials do not have have an account for this, i would advise other to sign up if you like free stuff.

robin58

Just been reading some of the comments on this thread.

I cannot believe a company whose bread and butter is communication, cannot communicate with any sense with it's customers.

We can only hope when they move some of the customer service operations back to the UK they will get better at it.

But somehow I don't think so.

Atlanticboy

Can’t even get the basics right.
I think I’ve had a lucky escape as I’ve cancelled my BT contract before it had started – or I should rather say that they cancelled it twice and then tried to sign me up again at a very disadvantage rate! Unfortunately they now have my details and I will have to check bank statements on a regular basis to make sure BT doesn’t start charging me for something I haven’t had.
I was warned by my daughter who has had to deal with them through her work on a regular basis that they are a nightmare if you get put through to BT’s call centre that’s not in this country.
I ended up wasting a whole morning sorting out a BT’s mess after finding out BT had cancelled my switch over to them without telling me and when I did get through to BT (India I think) their rep told me that I have to contact my present supplier (Plusnet) and tell they to stop the line as they (Plusnet) are not on a the BT network. I found this strange because Plusnet is part of BT! If I had followed the BT reps advice I would have ended up paying a reconnection fee and losing my existing phone number.
According to my daughter most of the problems stem from the call centres reps mentality of never admitting that they don’t know the answer and telling you that they’ve fixed the problem when, in some cases, they’ve made it worse.

IsThisUserNameTaken

Are there any BT reps on this board who can help please?