Another BT Bungle

C_Marks

We've had a series of unfortunate a events happening which has left me exasperated with BT and their service.

First they erroneously deleted our “Unlimited Anytime Calling Plan” earlier this year which means we have about £500 of calls which we should pay.

I noticed the error last time the bill came, and called up. The representative admitted the error and said a reduction would be reflected in our next bill.

The next bill came, and low and behold! the error still remained - no “Unlimited Anytime Calling Plan” about £300 bill.

I called up BT and spoke to a chap in India. I explained and he insisted that I had cancelled the plan myself. I pressed him upon this saying I didn’t recall doing so, and he said “Yes you did! - you did it online on 25th May”.

He made me feel like I was being disingenuous, dishonest and was rather short with me - and that I should accept his findings. After 15 minutes of me asking for proof and for him to be 100% sure , which he said!
“Yes! -! YOU cancelled it, on 25th May”

I politely asked whether I speak to a manager, and he said “You can, but they’ll tell the same thing!”.

I decided I’d press this issue. I checked my email and Order confirmation from 25th May which showed me ADDING an feature, not deleting one.

Frustrating!

A manager has since called me and accepted it was internal error. They will refund.

But why did I need to through so much aggravation and persistence to achieve the truth.
BT have made an error, they refuse to accept responsibility, and only after I prove their mistake, they accept it?

I’ve wasted so much time chasing this.


Furthermore, we have had extensive technical faults with our telephone and broadband line over the last few months.

Once with a fallen line coming up to our house, which meant our service was very patchy for 3 weeks. Then another fault where our telephone wouldn't ring.! I spoke at length on the phone to a representatives who told me “it was a fault with my equipment”.

But after much insistence from myself - I asked for an engineer.

It was made clear in a patronising tone that if the engineer came and found fault with our equipment we would be charged a £149 call-out fee.

So, the engineer came to our house, did much testing, and finally found there was a fault at the exchange.!

He apologised and the fault was it was mended. But it took a fair few precious hours of my time insisting that the fault wasn't with our equipment.

I work for home and I lost a fair amount of business due to people not being able to contact me through a “silent phone”.

I really want to escalate this and would love a BT representative with proper authority to please look into this matter ASAP.

JJ_Egan

Work from home/ businesses then why are you not on a business account . At least then you have better guarantees as to your service .

macman

As above, there is no SLA on a residential account and so all you will get is a credit for the downtime, if you ask for it. Not a hope in hell of claiming compo for lost business, since you are technically in breach of contract anyway.