6 months of cancelled engineer visits from BT

Viberduo

Asking on behalf of a friend, he told me for over 6 months he has had problems getting his mothers phone and broadband sorted with BT, They live in the middle of nowhere, 1 neighbour 2 miles away and then none till the town about another 5 miles away.

He told me BT keeps arranging appointments then on the day send texts saying they are held up and will be longer then do not turn up.

Because she is in the middle of nowhere and is ill and can barely leave the house due to cancer she needs stimulation.

aileth

Can't offer much help but we went through similar. Constantly cancelled, and next appointment is 3-4 weeks away, and then told us that no one would need to be present, the one time they did turn up we ofc weren't in due to being told this, and then we got a really snarky nasty reply about how it's our own fault and we should've been in regardless of being told we didn't need to be.

We only got it sorted by telling them to shove it up their a*** and going with Sky, who were much better at 'motivating' BT to do the necessary work. They even tried to charge us £85 cancellation fee!

maninthestreet

Are BT aware of your friend's mother's medical condition?

agrinnall

I would suggest in this case that escalation to either the High Level Complaints or Executive Level Complaints teams would be appropriate. While it's frowned on to post contact details here, if you do a search for BT and either of the team names you should find email addresses and phone numbers - I can't guarantee their validity but hopefully you'll find something that works.

Edited to add: just checked saynoto0870, putting BT complaints in the company name search returns a number for the HLC team (again, don't know if it's valid though).