BT - What a farce without the humour

niallmitch

Moved into a property a couple of months ago. This property has a telephone line going from the pole to the junction box in the house. Was told by landlord who lives next door that it had been connected in the last year so thought I would get it put back on for internet etc. Phoned up BT in early April to be told that there was no line from the house to the box. Weird I thought.

When I got home, I checked again and phoned them from my mobile. Yes, they agreed there was and it would take 10 working days to sort. Three times I confirmed with her she had the correct address as the earlier person had said no line - "yes, definitely your address"

On week later, my landlord knocked on my door in an agitated state - "have you ordered a BT line?" "Yes" "They've turned off my phone!!!"

My landlord works from home and is a very busy chartered surveyor - yikes!!!!

It took over a week of being constantly on hold to get this sorted. Eventually, I was phoned back at a wedding I was attending and was advised it was sorted - Landlord was to have his phone turned back on on the Monday and and Engineer would come to my house between 1 and 6 on May 8 - booked an afternoon off work - yep - never turned up.

Since then, I have spent a total to 12 hours on hold trying to get my phone connected. today, I was promised the manager dealing with my case would call me back within 3 hours - 7 hours later, no call.

Have tried email complaint - email last week was promised response within 2 days - nothing, second email yesterday has had no response.

I cannot believe that a major company would provide such a poor customer service - okay, everybody makes mistakes but this is continual and misery is being heaped on misery.

And to cap it all? A DD payment was taken from my bank a couple of days ago for a service I dont think I will ever have....

Anybody got any ideas for getting round this? Anybody got a phone number or email address for an Andrew Hargie at BT? he is the manager who is supposed to be dealing with my problem.

Thanks in advance to anybody who can help - I wont be able to respond tonight as I'm not on the internet at home {doh!}

olly300

Have you made a complaint in writing in a letter?

Put a complaint in writing to:
Mrs Jillian G Lewis
Customer Service Director
BT plc
Correspondence Centre
Durham
DH98 1BT
State at the end of the letter due to the time taken to sort out the issue they have 14 days to sort the matter out otherwise you will be taken the matter further. Send the letter to them by first class recorded delivery.

After 14 days without a statisfactory resolution telephone OFCOM during office hours on 020 7981 3040 and state your case. They will give you a reference number and may refer you to the right person to complaint directly to in BT.

I have had to use OFCOM twice this year with other phone companies and just threatened BT with it twice. Once over billing when moving and another time in a similar issue to yours i.e. BT saying there wasn't a BT line in the house and trying to charge me £125 to connect.

In future don't waste your time complaining by phone to any organisation if the matter isn't sorted out with one phone call. Send an email then if that doesn't work, send a letter via recorded delivery and if that doesn't work find a regulator or trading standards.

sicker

Or email, 'ben.verwaayen@bt.com', you will get a responce from his team.

BritBrat

Or email, 'ben.verwaayen@bt.com', you will get a responce from his team.

Best idea.

He is good : ben.verwaayen@bt.com

Put a complaint in writing to:
Mrs Jillian G Lewis
Customer Service Director
BT plc
Correspondence Centre
Durham
DH98 1BT

I wrote to her, they said they never got the letter.

DonnyDave

BritBrat wrote: »

I wrote to her, they said they never got the letter.

Same here. Wrote and sent it recorded, got no response. So I emailed her, attaching the Word format letter that I posted her and saying that I would take it further if no response within so many days. I selected a read receipt and received the email to say it had been read at 10:30pm on Sunday evening.

The following day, I received a phone call from someone in her office.

Ms Lewis' email address is jill {dot} lewis {at} bt {dot} com

Remember to select a read receipt.

niallmitch

To cap it all, got home last night to find a card left by the engineer saying he'd called but couldnt get access....he was only a week late....and he was there whilst I was on hold to BT at work.

No phone number left to request repeat visit - I could weep.

thanks to all for advice - will email both people today and see what response I get.

BritBrat

They should sack Mrs Jillian G Lewis. Customer Service Director, what a joke.

And give Ben her salary as he is very good at customer service.

5bellies_2

DonnyDave wrote: »

Same here. Wrote and sent it recorded, got no response. So I emailed her, attaching the Word format letter that I posted her and saying that I would take it further if no response within so many days. I selected a read receipt and received the email to say it had been read at 10:30pm on Sunday evening.

The following day, I received a phone call from someone in her office.

Ms Lewis' email address is jill {dot} lewis {at} bt {dot} com

Remember to select a read receipt.

This still works, just done it.

Emailed Jill Lewis last night at about 6.30pm. Read receipt came through at about 11.30am this morning, phone call from Chairman's office at 12.05pm.

They'd failed to implement a £5 a month discount on my broadband agreed in January. I asked for either a MAC code or two months free plus my discount. I was offered either, and took the two months free.

They've kept a customer by someone actually doing something right.