BT sold my details (or is it fraud...)?!

rl290

Hello all,

I have two complaints about BT. The first has resulted in a call to the Police, and the second is just about general incompetence. Until now, we have been on a Virgin Media (fibre optic) internet connection, with no landline phone. Virgin are moving out of our area, so we have gone with a BT deal which gives us a phone line and broadband.

Complaint 1:
Within 20 minutes of our phone line being connected by the BT engineer, we began receiving prank calls (people trying to get us to send them money/log onto websites and download software). When we hang up, the caller often rings back asking us if I have jumped off my balcony yet... this has caused us a lot of stress and distress.

Now, let's go through the facts. The caller knows my name, address and phone number. This phone line has only just been set up, and only BT and we have the details. Anecdotally, the BT call centres we have been speaking with are all in India, and the prank caller has a strong Indian accent. My wife was on hold with the BT Indian call centre when the first prank call came through. I cannot think of anything else other than someone in that call centre leaking my account details. We are Ex-Directory.

We have already logged a call with the Police non-emergency number, and I intend to speak with BT about this on Monday - what should I say and who should I speak with? This has (obviously) caused my wife and me some distress

Complaint 2:
This concerns a comedy of errors surrounding the broadband and phone installation before the phone was connected. A few years ago, the flat we live in was rewired, but the new telephone line was not connected to the "BT box" in the hallway outside the flat.

After signing up for the deal on BT's website, their call centre phoned me to arrange an engineer to come and fit the broadband. I explained the problem with the line in detail, but the lady at the call centre just couldn't understand it, and said that someone in sales would call back in 30 mins. They didn't. The next day my wife called BT, explained it all to them again, and they said it would be fine when the engineer came around.

The engineer came around, and could do nothing - he was just useless. After wasting an hour of my wife's time, he left. She then called BT, to be told that an engineer would come around "sometime in the next week". The whole call took 40 minutes, and involved my wife speaking to 5 different departments. Useless! And then(!) an hour later and engineer turned up, who knew nothing about the first engineer or call(!) and managed to connect the line in a couple of minutes and set the phone up. He was excellent - and was furious with the first engineer who should have been able to do everything, apparently.

But finally, we still have no broadband! It turns out that someone at BT has (for reasons unknown) cancelled our broadband contract! Who knows when we will get it back.

I was going to ask BT for a full refund of the engineering call out (£65) and compensation for this (£50) + not paying for the broadband until we get it. What are you thoughts? So so many things seem to have gone wrong... and what is it with them cancelling our broadband?


Thank you all so much in advance for your comments. They are very appreciated!

Kind regards,
R

texranger

try ceoemail<dot>com then scroll down until you come to Telecommunications and Internet (UK) and then look for BT Group and you will find the email of the CEO

arcon5

You should definately ensure you don't pay for the broadband service for the time you didn't have it.

By all means ask for the installation fee refunded as a gesture of goodwill. Worst they can do is say no!

And stop being so ridiculous about wanting £50 compensation! What on earth for?