BT Complaints & Escalation

nevvyc

Totally understand your predicament.
My experience is no way as bad as yours, but I have had no BT line (and Broadband ) for 6 days.
BT Call Centres are totally useless. Consistently blame Openzone, and I keep explaining, nicely, that I do not care, my contract is with BT.
Plus I get call backs from BT Call Centre "MANAGERS" who are so obviously reading from a hymn sheet, that I have to hang up before I say something I will later regret.
We all need to transfer to Utility Wharehouse or similar, I will!

MrsJones999

I'm having problems with BT too. Moving from BT Broadband to BT Infinity the box that 'will fit through a normal letterbox' hasn't. It didn't arrive at Royal Mail early enough from BT for them to deliver it on time although it was ordered days ago. 42 minutes waiting for BT to answer the phone to see what they can do to help and apparently they can't do anything I need to take it up with Royal Mail. When I check blogs on the internet it's been happening since 2010. So there's progress for you. Oh how I wish I had gone elsewhere. So I'm paying for a service I'm not getting and I felt BT were in breach of contract because my contract is with them not Royal Mail. Why are they still using Royal Mail when this appears to happen constantly. And breathe.............

iancal1

My phone line has been faulty for two weeks. I still cannot get a date for a fix BT blaming Openreach who are blaming third party because they need to dig up my front garden. The call centre is hopeless.

Browntoa

awaiting contractors to do the work

jaybeetoo

ekimhoo - They are not 'engineers', they are 'technicians'. Big difference.

Minrich

My parents aged over 80 have had issues with their BT line for about 3 - 4 years and have complained 6 times in 15 months , each time an engineer comes out and tells them it is a big problem up the road which needs digging up. This never happens and the line continues to go from just about acceptable to being not able to hear the caller at all. Each previous time they are told the problem is resolved and a slight improvement is seen over a few weeks then it goes back to how it was before ! Others in the same road get similar problems but they are also over 80 and cannot put up with the hassle. A retired BT Openreach engineer has said it will be water damage to the cables which need replacing which are underground and are very old. So any advice ?

Kelz.Flet

Is there still a BT representative on this forum that would be able to assist me with ongoing issues I am having with the BT service I am getting?

[Deleted User]

Kelz.Flet wrote: »

Is there still a BT representative on this forum that would be able to assist me with ongoing issues I am having with the BT service I am getting?

That poster hasn't logged on to this site since September 2015
http://forums.moneysavingexpert.com/member.php?u=687371

Why don't you simply contact BT directly by telephone or on Twitter or Facebook?

jcsubmit77

I propose that anyone affected by BT's incompetence follow this procedure:

Open a new BT account - perhaps via Uswitch. The next day, cancel the new account - you have 14 days to do this. Spend a month or more chatting / phoning / emailing BT support staff in India to ensure that the new account is cancelled. Once it is cancelled - if it is - open a new BT account and cancel it. If enough people follow this procedure, BT may get a message ... but I doubt it.

Note to ofcom below

==
Opened an account with BT on Wed, 21 Sep 2016

After interactions with the BT website and support staff, I realised that BT is as incompetent and uncaring as they were 10 years ago, so cancelled the account the following day.

It has taken until yesterday, 29 October, contacting them every day or every other day, to get clarity on a definite statement of said cancellation.

BT is technically incompetent - leaving customers stuck on dead web pages; stuck on answering machines; transferred to other support personnel with no continuity of data. BT's help lines are incompetent - being transferred from pillar to post, speaking to people who do not know their !!!! from their elbow and who cannot communicate in reasonable English nor understand an Edinburgh accent.

On numerous occasions I have been promised emails, letters, account cancellation etc, none of which happened and without extreme effort on my part, nothing would have been resolved.

BT is not fit to run a consumer-oriented business, and any license they have to do so should be revoked until such time as they can pass stringent tests as to their competence. They should certainly no longer be allowed to use the epithet "British".

I have documentation to support all of the above if required. Myriad other such complaints will be found in fora online.

JC

boatman

Its clear to anyone who has had dealings with BT that their systems are not fit for purpose and their call centres are all but useless.
Can i suggest that anyone who needs a result go via the official complaint page and email them.
https://www.bt.com/help/home/complaints.html
Or to skip all the choices, and choose to email:
http://bt.custhelp.com/app/complaints/queue_id/462

Or send an email to their CEO, found here, via www. ceoemail. com