BT Complaints & Escalation

ICan'tStandIt

I've found complaining via to BT via Twitter the best way of getting someone in the UK to hear your screams.

My complaint was eventually resolved and they very grudgingly gave me £20 in compensation, which considering I'd been asking them to close an email account for something like six months, I found that stingy in the extreme.

I was glad just to be rid of BT to be honest.

Integrity

Well, MP seems to have done the trick.....miraculously gas pipes are no longer a problem....neither is planning permissions....and guess what, they didn't need new poles. Strung up some new line in a few hours and service resumed. What a bunch of con merchants.
I would absolutely advise folk to avoid them like the plague.
Good luck to you all who are still having hassle. MP seems way to go.

darrenscott

Please could you let me know who we can actually escalate issues to with regards to a 1G BT Net circuit that has been delayed, messed up and no one has a clue, provisioning say technical need to process with things, technical say provisioning, local business are about as much use as a chocolate fireguard, no you could at least eat that or poor the melted chocolate on a cake! Its an absolute joke for a circuit BT are charging best part of 20k per annum for! Please could someone contact me:

Service Identifier: FTIP003365823
BT Customer Reference: PIP-850393
Bearer Number: ONEA732359
Product: BTNet 21CN HE Fibre - 1000mb

You should be able to get our details from there, ask for Darren

pernes

Hi, have had changes made to contract re recent prices changes emailed customer service for confirmation of what the changes mean but not getting any response. Please can resident MSE pm me?

Thanks

JJ_Egan

Not sure they are on the forum now .

Have you asked the question in your members help / BT Community forum .
In essence the changes mean the prices go up from 3rd July ( see multiple posts re the price rise May June ).
https://forums.moneysavingexpert.com/discussion/5455067

Aquamania

Posted this elsewhere earlier, but probably equally applicable here please excuse the duplication

BT are becoming an absolute disgrace.

Recently they incorrectly billed me. I disputed the bill and they promised to look into it. They didn't, but they still took the money by Direct Debit anyway. :mad:
(They have since agreed it was indeed a billing error)

Now they are charging me for products they promised to provide free of charge for 12 months (which doesn't end until Nov/Dec this year); this free offer was in exchange for agreeing to remain with them for 12 months.

Then they sent me a letter offering me 12 months free broadband service. No mention in that letter that, yes they will not charge me for the provision of broadband, but that they sneakily will get their money by increasing the charges relating to phone services, exactly the same phone services as they provided prior to the supply of broadband :mad:

I have, of course, complained, and they just come out with lies, lies lies. I have the evidence to hopefully prove the lies they tell now the matter is going to the ombudsman BT took longer to write the deadlock letter than it took them to agree to provide it when I disputed their version of events.

They continue to demand full payment in advance for some phone services, even though I have asked them to put this matter into dispute (which they refuse). They say only if the ombudsman orders them to suspend collection activities, will they (and we all know it may take the ombudsman months to even start to investigate a complaint, yet BT want their money within days.) :mad:

They also cheat on the advance notice period for Direct Debits. Nornally it should be 10 workiong days plus postage time. Depending on where you look, BT make you agree to 8 calendar days or 6 working days ... but if you opt for paperless billing, the notification of the availability of the bill is perhaps 2 days after the bill is dated, so the advance notice is insufficient, even with BT's reduced agreed period.

Moreover, I have since cancelled what I can of those additional services they are now charging me in advance for - I wonder how long it'll take them to re-credit me? Probably a lot longer than the period they took to bill me for them in the first place.

:mad: :mad: :mad:

Donal_tramp

My friend signed up for 12 months free broadband to try it out. they called BT before the expiry date and told them they didn't want to continue the broadband. The operator stated that it would cost 40 pound when it was switched off. My friend asked why and they were told ',you should have read the small print on the contract!! :(

Donal_tramp

citizens advice will halt them

Discodave

We're just out of contract with BT, and were told previously you have to give 31 days notice, we tried doing that but after calling then today, BT tried keeping us with various offers, which could not better SKY as we have a 50% code. (5KYMOVE - please feel free to use)

When questioned about the 31days, we were told this was not needed, as our new provider would take the line, and we'd be sent a final bill

Shall I ring them tomorrow to advice we have put the wheels in motion to leave

Beckle

We're currently trying to resolve poor service issues with BT. We changed over to Infinity & problems have been getting worse since we changed at contract renewal, to the extent now that we have 'service' for only 1.5 days before it falls over after each time they reset it. In last month we've had total of about 3 days 'up-time'. Each time we call, they just state there's a fault in the line & send out an Engineer. We have had Engineer 3 times in recent months & more than that over time with BT. We advised we'd like to move supplier, but BT confirmed it would still be a BT line, so we'd still have same problem!! Getting VERY tired of going around circles & not getting resolution, & feeling like they've got us over a barrel. How can we escalate to OFCOM or intermediary to get some serious notice taken for a fix & to enable us to get out?