BT Complaints & Escalation

Ccg97684

I've been with BT now for 3 years I have constant disconnection problems, mainly in bad weather. I've had approximately 10 Openreach engineers out replacing various wires and boxes to no avail. BT technical team advise me if I want to be released from my contract the engineer needs to make documentation that he can't fix the problem. The engineer says he can't fix a problem if at the time everything tests okay at the time and hence he can't make documentation. But I still have intermittent connection problems which no BT customer service or technical department will take responsibility fo. How can a company operate with with so much contempt for its customers. I remember a time when the name BT meant trust and reliability. Sadly just another big corporate fat cat. I will be leaving at the end of my contract and recommend any one else having difficulties with BT to do so as well.

JJ_Egan

If you leave your only choice will be Virgin Media as that is the only alternative to the BT Openreach cable .

Rob_Darroch

I have no expectation that you will do anything to progress my complaint since, as a BT employee, you must have been trained in the same techniques as the rest of your colleagues!

I have a serious complaint which has been on going since 9 December, 2015. I have raised the complaint in several different areas of BT, but like most others can make no progress towards resolution. I sent a letter detailing the complaint on 27 December and, eventually received an email on 8 February saying that the customer team were dealing with it and would reply within ten days. The reference was given as WS27211395

By 23 February there had been no response so I escalated my complaint, detailing the reason for the escalation. There was an immediate reply to this giving the reference 160223-000651.

On 4 March I received an email from someone signing themselves as Edilberto Dolino claiming to have tried to telephone several times, but had left no answer machine message. He asked that I contact him as soon as possible on 0800 731 2917. This office is only supposedly open Monday to Friday, between 0800 and 1700. The reference given was still WS27211395. However, Mr Dolino added that if he did not hear from me by 11 March he would close my case!

On 7 March I telephoned but could not get through because the line would not connect. I sent an email explaining the situation, but received no response.

On 8 March I tried to telephone again and was transferred to an answer machine, but was promised a response within two hours. 3.5 hours later I had heard nothing so I left another message explaining the urgency of the situation - was travelling on 9 March and could not respond further for several days. No reply.

I tried other areas of BT and eventually spoke to someone who acknowledged that Dolino existed, but would not give me direct contact details for him. She did tell me that my email had been received and logged and that she would send an internal email to Dolino outlining my concerns and giving him all my alternative contact information. on Friday, 11 March I sent a further email. As expected, there has been no response to either the internal email or to my email.

Today, 15 March, I sent a further email and called the telephone number quoted above. Once again, there has been no reply to either.

Please tell me how I am to get a response from BT when the blatantly refuse to communicate?

Ccg97684

At least with Sky or Virgin I would be able to watch BT Sport, Fox, SyFy and other entertainment channels as BT requires a stable internet connection to watch these channels without interruption. Sometimes us customers just have to take a stand and say we are not going to pay for a premium service when in reality the service we do get is anything but

mj1

So I am another person that can not believe how we have been treated by BT and the complaints process.

Over 3 hours of my life wasted on the phone with BT and numerous promised call backs that they did not make - apart from automated message saying they would phone and then not phoning inbetween agreed times.

So my question is there any way of taking them to small claims court to gain compensation and bring them to account?

Ultimately I think they have finally fixed the main issue so I am not sure I have any case against them other than trying to get a proper apology and some recompense for my time and effort.

What tactics have people found work, or is it better to just drop them at earliest opportunity which will be next year after 12 months is up....

JJ_Egan

((So my question is there any way of taking them to small claims court to gain compensation and bring them to account?))

Compensation not unless you are business customer with service level contract .

If you have lost service they will if asked reduce the bill for the days without service .

AlltABhainne

How do you get in touch with the BT guy on here?? Tried to message him but won't let me! Cheers

StirlingBear

Wow wish I had read this thread before making an order to BT never in my life have I been treated so badly and passed around from department to department.

I took an online deal from the BT website and after I checked using their site everything seemed fine with the availability ect so was looking forward to getting connected on the 7th of March.

Kit arrived and I was all set up ready on the activation date.

took me a further 10 days, an engineer visit and a few phone calls but finally got up and running on the 17th although now was told I was not eligible for any of the special offers (£75 mastercard) but my monthly bill would be the same.

I get a strange call from BT on the 17th (the day the engineer visited) asking if i was still wanting to go ahead with cancelling my service which was news to me. I told the guy I don't want to cancel as I have just been activated today and he said ok i will remove this from your 'file'.

So all was fine except I was not receiving my BT Sport package so phoned up and got a very helpful Northern English guy on the phone and he sorted all this no problem for me and remembering the strange call I received a few days earlier I asked him about the phone call and if my service was due to be cancelled. He said yes there is a note here saying it will be cancelled on the 25th of March. I told him that this was nonsense and that I did not wish my services to be cancelled as I had just managed to get them activated. He said it should be fine and i will add a 'note to your file' saying you have 'changed your mind' which I was unhappy about as i had never cancelled in the first place. So with that sorted I hoped it would be the end of the matter.

Guess what happens next?

at the stroke of midnight on Thursday 24th going onto the Friday 25th my broadband is cut off.

I then proceed to phone them in the morning and after spending most of that morning on the phone waiting in ques and speaking to people who had no idea what was going on I was given the dreaded promise of someone going to phone me back.

That call never came and to make matters worse at midday my landline goes off now as well.

phoned back spent another two hours on my mobile trying to find out what is going on to finally be told that the department that can activate my services (sales department) is shut until Tuesday due to Easter.

Phoned this morning, got put through to 'customer options' then sales who could not hear me or understand me before I got cut off.

Got in contact with my partner and she found a number that uses your minutes rather an a p/m so she phoned up to see if she could get anywhere.

This time she was told she had to re-order as the old order was closed now and that we could be connected by the 5th of April!!! They also said this could be 'expedited quicker' and that her manager would speed the process up. So she tells my partner that she could not order on my behalf so set up details for her to paid on her account instead.

The sales person then says the same package was £5 more expensive than I had originally got it at £55.94.... My original package was £32.99!!!

Absolutely Raging!! The e-mail came through and they have added on some TV package and are now charging £7.95 for anytime calls which was included in the original order and is still available on the BT website.

I am absolutely livid and not sure what to do next. I have been assured that a 'manager' will call me to confirm all of this 'within 24 hours'.

Oh and they are now apparently sending me another router and TV box that I can just send back!

I really wish I had never bothered and now I am faced with no phone or internet until next week and my partner stuck with this.

What is the point in phoning them as it is a complete merry-go-round, I have spoken to every department there is and will now be likely facing a hefty phone bill on my mobile.

tij303

StirlingBear I have just had the exact same experience apart from no calls indicating a cancellation. Have literally spent the whole of a precious day off with my kids trying to contact BT and have had to capitulate and place a new order.

I have bizarrely had to go through the sales patter, confirmation of the 7.95 delivery fee for a home hub that I already have, connection fee, the works. Was told I couldn't have the original deal nor could I have the pre paid card etc. I didn't accept this and after yet another wait have been told all the fees will be refunded, I will get my card and I will get infinity for a tenner.

Read below and repeat. for two hours.

Sales manager said "we are going around in circles do you want to order or not !!"
I said "No I want you to fix the fault I am an existing customer."
SM "No you are not the order never went through (translation you don't exist)."
Me- "Yes it did the engineer came out the kit was installed on 21.3.16 I have had the service for 10 days then it just stopped."
SM "look we can only offer you a new contract So do you want to order or not....."
Me "No I want to be put through to whoever mucked up my account and I want my BB re connecting today'
SM "I think we are just going around in circles"
Me "Who is your line manager and what is there email address so I can put this down in writing"
SM "I am not giving you her last name or her address out"
AAARRRGGGHH.

However I have to wait until 12.4.16 for it. I was happily using it last night yet I have been treated appallingly. Clearly there is a system fault creating cancellations, but they will not treat this as such, instead making existing customers waste a whole day on this merry go round.

I even have the mobile number of the open reach engineer from the install last week - he was baffled but could only advise calling BT. Ironically he said with an order code and authority it wasn't even a flick of a switch to correct.

I have just tried 4 times (literally) to speak to someone to complain but after initial contact with an operator the phone is going dead every time the phone rings.

Like you I really don't know who to complain to and can't get anything approaching an answer - they tried to blame me at first ironically. Suggested I put the wrong number on the online order - bearing in mind I have had Sky confirmation around the line switch etc.

I think this has been one of the single most exasperating experiences I have had and I am determined to get an answer now I know it's not an isolated issue. Ironically not one apology or reassurance just treated like cattle in a queue.

It is hard to escalate a complaint when you can't even get on the first rung of the ladder.

andyca

I also had a cancelled order on a very good deal.
It is my belief that this is done to trick beleaguered customers in to signing up to less favourable packages at higher prices.

A provider as incompetent as BT appear to be is at best poor management and at worst fraud.