TERRIBLE BT internet service - anyone know how to get a practical response?

keep_calm_and_carry_on

Hello,
I'm at my wit's end with BT internet. I subscribed 2 months ago and have never had a fully functioning internet connection since (and have spent a week without a phone line too as a result - they literally unplugged our connection). I keep phoning but nothing is getting done - I'm trapped in a never-ending circle of very helpful but totally useless call centre people.

Does anyone know how on earth you actually get anything done with BT? Are there any secret phone numbers or email addressess you can use to get through to anyone with any actual power or common sense? I honestly have no idea what to do! Any advice is very gratefully received!

A_Flock_Of_Sheep

Stop paying them usually does the trick. Withdraw payment from any company and they soon try and contact YOU!

macman

Don't phone or email. Write to them, heading it 'complaint'. Then the clock is ticking.
Ceasing payment is not a good idea at all, unless you want your credit record trashed.
I assume you've done all the standard user tests on the line first, as most faults are user issues and not line/exchange faults? Tested from the master socket using ethernet, swapped out your ADSL filters for known good ones, etc?

C_Mababejive

Is it their network or your installation?

mhomami

I'm trying to sort out some matters with them just now. I managed to get a response by email from a couple of big shots by emailing some heads at BT with CEO's and journalists (including mse.com) in copy. Try it:

fiona.walsh@guardian.co.uk,
polly.toynbee@guardian.co.uk,
j.mullin@independent.co.uk,
c.blackhurst@independent.co.uk,
Lionel.Barber@ft.com,
news@moneysavingexpert.com,
news@avforums.com,
michael.rake@bt.com,
olivia.garfield@openreach.co.uk,
warren.buckley@bt.com,
[EMAIL="luis.alvarez@bt.com"]luis.alvarez@bt.com[/EMAIL]
ian.livingston@bt.com

BT_company_representative

Hi keep_calm_and_carry_on,

Sorry to hear that your BT services haven't been working.

We can get this investigated further for you, so if you want please send in your details via the contact link that's on my profile page.

Hi mhomami, if you need any help with your problem feel free to use the contact link as well.

Cheers,

Stephanie

chanz4

mhomami wrote: »

I'm trying to sort out some matters with them just now. I managed to get a response by email from a couple of big shots by emailing some heads at BT with CEO's and journalists (including mse.com) in copy. Try it:

[EMAIL="fiona.walsh@guardian.co.uk"]fiona.walsh@guardian.co.uk[/EMAIL],
[EMAIL="polly.toynbee@guardian.co.uk"]polly.toynbee@guardian.co.uk[/EMAIL],
[EMAIL="j.mullin@independent.co.uk"]j.mullin@independent.co.uk[/EMAIL],
[EMAIL="c.blackhurst@independent.co.uk"]c.blackhurst@independent.co.uk[/EMAIL],
[EMAIL="Lionel.Barber@ft.com"]Lionel.Barber@ft.com[/EMAIL],
[EMAIL="news@moneysavingexpert.com"]news@moneysavingexpert.com[/EMAIL],
[EMAIL="news@avforums.com"]news@avforums.com[/EMAIL],
[EMAIL="michael.rake@bt.com"]michael.rake@bt.com[/EMAIL],
[EMAIL="olivia.garfield@openreach.co.uk"]olivia.garfield@openreach.co.uk[/EMAIL],
[EMAIL="warren.buckley@bt.com"]warren.buckley@bt.com[/EMAIL],
[EMAIL="luis.alvarez@bt.com"]luis.alvarez@bt.com[/EMAIL]
[EMAIL="ian.livingston@bt.com"]ian.livingston@bt.com[/EMAIL]

Dont know why you would email openreach person they wont deal with you.

keep_calm_and_carry_on

Thanks for your help and advice everyone, it really is appreciated! I'd really lost the will.

I've written a mega-essay and will send it far and wide. It's just so frustrating - I spent three hours on the phone today alone. It's definitely not our equipment - we've had it checked by an engineer and replaced all the filters. I'm just sick of being fobbed off and lied to by everyone I speak to! Funny how concerned the customer reps are when you start shouting on a public forum isn't it?! What a joke.

Cameron1590_2

Email the CEO he replys very quickly and gets people in to gear, google for his email. Cameron

macman

Whose 'engineer'? All the required tests at home are ones you should do yourself.