Who to complain to about OneTel

shilcor

I've been battling with Onetel since the beginning of February to get their free Voicemail service working on my BT line. So far, despite numerous emails and phone calls they have failed to sort out whatever the problem is that prevents it from working. I've got so p***ed off with calling them and emailing them, only to be told that a fault has been logged and it will be attended to within 8-10 days that I'd like to rattle a few cages, preferrably not in India !!! A couple of days ago I got an email inviting me to fill in a Customer Satisfaction Survey which I did with great delight but I doubt it will get me anywhere. Are Oftel any good or do I just give up, admit defeat and re-enable BT's 1571 or find another company who have slightly better customer service when things don't work as they should.

NESSIEHUNTER

I have contacted ONETEL twice via email, and have never had a reply, this companies customer service sucks!.
Oh and by the way when I signed up I was supposed to get a £20 credit added to my new account, when this did`nt appear I phoned them and I was informed that this was for BT customers only, and not for Telewest customers.

bbb_uk

We got £20 credit for signing-up and we were on cable at the time (still got the PhonePal) but since moved over to BT. I've never had a prob with emails from them although I've only sent them 1 email but it did take them few days (nearly week) to get back to me.

I'm not sure OFCOM can do anything as according to their website, you have to ask OTELO (Office of Telecommunications Ombudsman) to investigate it. OneTel, which is owned by Centrica are listed as members.

Beano

I wouldn't waste your time with Ofcom - they won't be interested.

I always find in situations like this putting the word COMPLAINT in the subject field when emailing works wonders.

Otherwise ask to speak to a senior manager/supervisor. Take their name, number and insist they call you back within a reasonable time with a resolution.

Failing that send the Chief Executive a polite email complaining about the service you have received. roy.gardner@centrica.co.uk

shilcor

Thanks for the useful information. They actually called my number yesterday and left a message on my ANSWERING MACHINE saying that their 1571 service is working perfectly (which it is not). I sent another couple of emails at the weekend via their web site, one to Customer Services and one using the "complaints" link although I doubt anything will happen. An email to the head honcho sounds like a good idea as this has now become a battle of wills between me and Onetel which I'm determined to win, just for the hell of it !

rs133

My problems with OneTel had a different cause, but experience with their customer service team is just as bad. They are truly awful - they don't seem to understand anything you say and trot out standard phrases. If you ask to speak to a supervisor either they promise a callback which never happens, or you get someone just as clueless. The other day I spoke to someone who insisted she was "THE senior customer service manager", but still couldn't authorise a refund for where they had overcharged me by 500%. A previously promised refund had been disallowed by the credit department "because I signed up online", which was totally irrelevant to the problem. (Incidentally the letter from the credit department cancelling the refund was riddled with spelling and grammatical errors, not what you'd expect from a major company like Centrica!)

I even wrote a letter, stating in bold letters at the top "this is a serious complaint that hasn't been resolved by several phone calls and emails". It took them 3 weeks to reply, and that just to say they couldn't deal with it unless I gave various security details! (I'm sure no other company requires such things for a reply to my registered home address in response to a written, signed letter from me to them - just seems like stupid delaying tactics...).

Anyway, good luck to you, but in your position I wouln't hold your breath. I'm signing up with a new company (given I can't imagine how anyone could give worse service, even if they tried) and considering whether it's worth issuing small claims court proceedings against OneTel to get my money back, or just give it up as a bad job.

shrek101

I have had same problems with Ontel. First it was I had to cancel 1571 with BT. Then its 4 working days, and now 8-10 working days. It took BT just 2 hours to disconenct me from 1571, but it takes Onetel god knows how long. I aint happy at all with them. There India call centre is worse than useless. I am leaving them as soon as I find a better service, they make BT almost reasonable.

rs133

OneTel continue to amaze - you couldn't make it up! Having seen the post about OTELO, I realised I first have to make sure I've followed OneTel's standard complaints procedure. Therefore, I emailed OneTel to ask for a copy of the complaints procedure, or a confirmation of deadlock so I could refer the problem. Their reply was ... to resend a previous email they had sent early in this saga that failed to answer my original problems. They really do seem to have no understanding whatsoever of the English language!

shrek101

I think they seem to be based entirely in India. Every email or phone call I made was a foreign name, or could hardly understand a word they said.

I have had dealing with India call centres before, but there's is the worst for understanding. It aint a pleasant experience, but I am sure that is why they do it