Horrendous service from BT

cartere

Hi

I was wondering if anyone had any advice on resolving issues with BT. We have had a complete nightmare with getting our broadband installed and having now spoken to a number of their call centre operatives I am truly amazed at how contemptuous they seem to be towards their customer. They really don't seem to give a toss, I wasn't aware that big companies still operated in this way. They apologise, um and arr and say they understand but its shockingly, almost comically obvious that they don't care by the actions they take and the solutions they offer.

In brief

BT have now sent four engineers out to install our broadband requiring us to wait in on four separate occasions. Following each visit they have assured us that the issue is resolved and an installation to be booked, only for them to then backtrack and arrange a further appointment a week or two later. We initially order it 5 weeks ago and a re no nearer to receiving the service they have already billed us for. Most recently we were called and asked to check ourselves if the line was working - we don't have a phone in the house so we were told to go out and get one - after entertaining 4 different engineers truly farcical!

This is really the tip of the iceberg and there is much more to this story that I will save you.

Does anyone have any tips to actually get their attention and get this resolved.

Many thanks

E

ak1623

Always go straight to the CEO / Managing Director of a Company for any complaint - we never waste time these days with Customer Services etc. as they only stall or pass the buck.

You will find names / addresses on Company websites or search on google etc.

Happy (and hopefully successful) complaining.

iniltous

Is this infinity FTTC broadband ?, is your phone line in already ?, if there is a problem with the telephony circuit, they will walk away from the Infinity install, as they need to test and demonstrate both working when they are done with the install
Checking the landline with a known working phone is probably a good idea as you will be in a position to know where the problem is, if there is no dialtone at the test socket of the master socket, then the problem is with the telephony circuit and until that's fixed you won't get Infinity, if there is dialtone, then you need them to explain what the problem is...as you have had 4 visits didnt anyone of them say what the problem is ?

the_nutty_professor

As said above go to the top. Ring 01277 326186 that gets you where you need to be

Retrogamer

Submit a complaint via ISPA here.

http://www.ispa.org.uk/consumers/complaints/

This will ensure the complaint is forwarded to a complaints specialist department within BT so someone with some authority should start to take ownership of your issue.

yangptangkipperbang

cartere wrote: »

Hi

I was wondering if anyone had any advice on resolving issues with BT. We have had a complete nightmare with getting our broadband installed and having now spoken to a number of their call centre operatives I am truly amazed at how contemptuous they seem to be towards their customer. They really don't seem to give a toss, I wasn't aware that big companies still operated in this way. They apologise, um and arr and say they understand but its shockingly, almost comically obvious that they don't care by the actions they take and the solutions they offer.

I think you could substitute any ISP's name in your post in place of BT.

It's just a big merry-go-round........as people leave them, others join because they were treated the same way by another ISP.
They don't care, they still have the same number of customers - people leaving and joining stops them being bored all day.

BT_company_representative

Hi cartere,

I'm really sorry about the delay in getting your broadband installed. Please use the contact info that can be found in my profile to send over your order details and we'll be happy to help you get this sorted.

Thanks

Neil