BT TV still not working after 6 weeks

amypett30

I got my BT tv , internet and phone 6 weeks ago , my telephone and internet worked fine, however I have had no tv for the whole time I have had it. After a few calls the first weekend I had the box I was given the total support group number. They initially told me I would not need an aerial to get the tv working, however I had to persist with the calls to bt and to the total support group. Eventually a total support engineer came out and said we did in fact need an aerial, which we went off and spent 40 pound on. Still the tv did not work, so after phoning again a bt engineer was booked to come out on the following Thursday. My partner took the afternoon off work and waited in. No one appeared. I eventually lost my patience and asked to cancel , where I was told that I would be charged 330 pound to cancel my services. A bt engineer eventually came out on the 6th of sept, told us to move the aerial and then left!I then tried to email a complaint and did not get any reply to this, so then decided to write a letter . To date I have not even received an acknowledgment of this letter. Bt have now restricted my phone and internet because I wouldn't pay for something I didn't have! I have now made over the last 6 weeks in the region of 40 phone calls trying to get this sorted, but have still had no joy. Apparently a higher authority is dealing with my complaint, although no one can tell me who it is, I am so angry and upset. In this post I have tried to cut a very long story short . Can anyone help me with anything I can do to get this resolved?

fedupconsumer

amypett30 wrote: »

I got my BT tv , internet and phone 6 weeks ago , my telephone and internet worked fine, however I have had no tv for the whole time I have had it. After a few calls the first weekend I had the box I was given the total support group number. They initially told me I would not need an aerial to get the tv working, however I had to persist with the calls to bt and to the total support group. Eventually a total support engineer came out and said we did in fact need an aerial, which we went off and spent 40 pound on. Still the tv did not work, so after phoning again a bt engineer was booked to come out on the following Thursday. My partner took the afternoon off work and waited in. No one appeared. I eventually lost my patience and asked to cancel , where I was told that I would be charged 330 pound to cancel my services. A bt engineer eventually came out on the 6th of sept, told us to move the aerial and then left!I then tried to email a complaint and did not get any reply to this, so then decided to write a letter . To date I have not even received an acknowledgment of this letter. Bt have now restricted my phone and internet because I wouldn't pay for something I didn't have! I have now made over the last 6 weeks in the region of 40 phone calls trying to get this sorted, but have still had no joy. Apparently a higher authority is dealing with my complaint, although no one can tell me who it is, I am so angry and upset. In this post I have tried to cut a very long story short . Can anyone help me with anything I can do to get this resolved?

They cannot charge you for a service you have not received. Nor can they charge you for engineer call outs if the problem is outside your property. We were also told that they would escalate our complaint this was 9 months ago and only 4 months ago did they release us from the contract. It is possible. It you have to stick to your guns. Ask to Speak to a uk based manager you will find they have significantly more authority to deal with matters. Start the ball rolling with the ombudsman. You can instigate a complaint to them and they will give you a reference number. So when 8 weeks elapse on your original report to BT you can ask the ombudsman to start looking into your complaint. Any findings they have in your case to fix your TV service then they would be as I understand it legally binded to do so. You must get a deadlock letter to proceed but sometimes sufficent time has elapsed and you can proceed. A family member who also had problems was refused it explained it to them and was allowed to proceed.

How hav they effected your service ? Have they throttled your broadband.

amypett30

They have cut off my phone and broadband, which is a pain as we live in a rural area. But I have tried and tried with them and I am not paying anything until this is sorted. It is so stressful though as I have a 10 year old son, and you can imagine how he is without wifi and tv. Thank you for your advice. I will take this up with the ombudsman.

BT_company_representative

Hi Amypett30,

I would like to take a look at the details of your complaint. Please send me in your details using the link found in my profile.

Thanks

Paddy

amypett30

Hi bt rep, the only link I can see takes me through to a list or the email address.

Quentin

amypett30 wrote: »

Hi bt rep, the only link I can see takes me through to a list or the email address.

Link is here:


http://forums.moneysavingexpert.com/member.php?u=687371


You need to copy and paste it into a new browser

amypett30

Sorry bt rep. This is not working. It takes me through to your profile. When I click for your home page nothing appears. Tried to
Paste the contact bt link. This takes me through to a page to fix my connection, which I don't want to to do now. I simply want my services cancelled and the compensation they promised me and also for this not to effect my credit rating

Quentin

On the "about me" tab found on the page linked to in post # 12 you will see "about BT rep"


There is a link there to their contact form.


Copy and paste it into a new browser.