advice needed how to get out of contract with bt for broadband

clancy

Hi wondered if anyone could give me some advice, i jointed bt approx a month ago and my set up date was tuesday 14th aug at 8am, from monday 13th my phone and internet were cut off and on tuesday i checked my phone and no line, i contacted bt and they sent a guy to me on wednesday to sort problem out, which was with exchange, phone line was sorted but still no internet or broadband light on wireless hub, to cut a long story short, i spent a week of at least 3 hours a day trying to get through to bt to find out why my broadband was not working, i either was told that i had come through to wrong number and to call another number, or sent to india where could not understand people or them my problem or left for hours with phone just ringing and message saying we are very busy... finally arranged for engineer to come to my property on monday 20th after threatening to leave if my broadband was not working by the monday. he discovered that it was not set up at the exchange, so he fixed the problem. so i wasted a week for something that was there fault, anyway tried activating my hub phone and that took me 2 days because they had no activated it on line, so finally got it working on wednesday and by thursday light on hub had gone off and no phone working. i rang bt and was told to ring technical people that would cost me money so i did that today and the guy had to keep asking me to hold for 2 mins why he asked someone else i emailed them and complained that i dont want there phone and to downgrade me from option 3 to option 2, because i cant be bothered with it all anymore and will send the phone back. i also emailed them on wednesday complaining that i had to keep my old provider telephone number and that i was told by bt that i could get it changed after being with bt for 24 hours, (cant get through to anyone to change it) also asked for privacy and caller display which i have neither and have complained and once again they dont know why.. i now feel i am with a company that is charging me a small fortune for a rubbish and unfullfilled service, i have threatned to contact oftel and want to leave them, anyone know how i can get out of a long 18 month expensive contract????

JayTee99_2

The first thing to say is that all companies will have dissatisfied customers from time to time. Call it 'Murphy's Law' or whatever, but occasionally things do go wrong, particularly where human input is required (no doubt some would reply with "To err is human, but to really foul things up requires a computer" )
But the fact remains that even with the best of intentions, things can, and do, go wrong!
The larger the company, then it normally follows that the number of dissatisfied customers is also likely to be higher.
It really is a measure of how good a company is by the way they deal with those dissatisfied customers.
This may appear to some to be somewhat of a cliché these days, but is still true.

Since you appear to have already discussed these problems through the normal channels, then
perhaps it may be time to file an official complaint, using BT's own complaints procedure.

There are BT personnel on this forum, so they may be able to suggest the best approach.

If you do decide to press ahead with the complaint (which they should investigate and update you)
then you could either file it
through their website (filling in online complaint form), or
telephoning 150 (i don't think i would personally use this method)
or by writing, stating clearly all the issues and what you would like them to do,
send mail to:-

BT_Complaints_Contact wrote:

Please include the details of your BT Account number and send your letter to:

Mrs Jillian G Lewis
Customer Services Director
BT plc
Correspondence Centre
Durham
DH98 1BT

We aim to respond to your query as soon as possible upon receipt of your letter.

The situation, as you describe it, sounds horrendous, so someone should be listening to you.
Hopefully your issues will get resolved at this stage, but if you are still unhappy with the replies or responses, then there is nothing stopping you emailing the BT Chief Exec. Ben Verwaayen
Edit:- removed email address now post has been read, and address is well known anyway.
obviously, don't make it abusive or a rant, and you have a fair chance of getting a reply,
Good Luck!

espresso

If you do decide to press ahead with the complaint, use sentences and paragraphs!

:rotfl:

clancy

espresso wrote: »

If you do decide to press ahead with the complaint, use sentences and paragraphs!

:rotfl:

lol yeah will do thanks :T

christopher

I rang BT on Thursday to ask them about the minimum period of notice for service cancellation (because my 12 months are up and we have cable broadband now, we only had the phoneline for ADSL!) Anyway, I spoke to a nice lady called Ghita (who I'm guessing was at the Indian callcentre, heh) who informed me that the packages had recently changed and there's now NO minimum contract period for line rental OR for the Options (everybody's put on Option 1 as far as I can tell unless you go for an extra monthly-cost package with inclusive allowances).


This surprised me somewhat, because I was certainly told that when I got my phone line in August last year, it was a 12 month minimum contract period which, once it finished, just converted to a rolling one-month contract which could be cancelled at any time.


Can somebody clarify this either which way? (and if it's relevant to the OP, maybe they might find it useful).

clancy

christopher wrote: »

I rang BT on Thursday to ask them about the minimum period of notice for service cancellation (because my 12 months are up and we have cable broadband now, we only had the phoneline for ADSL!) Anyway, I spoke to a nice lady called Ghita (who I'm guessing was at the Indian callcentre, heh) who informed me that the packages had recently changed and there's now NO minimum contract period for line rental OR for the Options (everybody's put on Option 1 as far as I can tell unless you go for an extra monthly-cost package with inclusive allowances).


This surprised me somewhat, because I was certainly told that when I got my phone line in August last year, it was a 12 month minimum contract period which, once it finished, just converted to a rolling one-month contract which could be cancelled at any time.


Can somebody clarify this either which way? (and if it's relevant to the OP, maybe they might find it useful).

look on the bt website, i was put on option 3 because i needed a hub and am on a 18 month contract..

espresso

christopher wrote: »

I rang BT on Thursday to ask them about the minimum period of notice for service cancellation (because my 12 months are up and we have cable broadband now, we only had the phoneline for ADSL!) Anyway, I spoke to a nice lady called Ghita (who I'm guessing was at the Indian callcentre, heh) who informed me that the packages had recently changed and there's now NO minimum contract period for line rental OR for the Options (everybody's put on Option 1 as far as I can tell unless you go for an extra monthly-cost package with inclusive allowances).


This surprised me somewhat, because I was certainly told that when I got my phone line in August last year, it was a 12 month minimum contract period which, once it finished, just converted to a rolling one-month contract which could be cancelled at any time.


Can somebody clarify this either which way? (and if it's relevant to the OP, maybe they might find it useful).

Read their small print here.

clancy

JayTee99 wrote: »

The first thing to say is that all companies will have dissatisfied customers from time to time. Call it 'Murphy's Law' or whatever, but occasionally things do go wrong, particularly where human input is required (no doubt some would reply with "To err is human, but to really foul things up requires a computer" )
But the fact remains that even with the best of intentions, things can, and do, go wrong!
The larger the company, then it normally follows that the number of dissatisfied customers is also likely to be higher.
It really is a measure of how good a company is by the way they deal with those dissatisfied customers.
This may appear to some to be somewhat of a cliché these days, but is still true.

Since you appear to have already discussed these problems through the normal channels, then
perhaps it may be time to file an official complaint, using BT's own complaints procedure.

There are BT personnel on this forum, so they may be able to suggest the best approach.

If you do decide to press ahead with the complaint (which they should investigate and update you)
then you could either file it
through their website (filling in online complaint form), or
telephoning 150 (i don't think i would personally use this method)
or by writing, stating clearly all the issues and what you would like them to do,
send mail to:-

The situation, as you describe it, sounds horrendous, so someone should be listening to you.
Hopefully your issues will get resolved at this stage, but if you are still unhappy with the replies or responses, then there is nothing stopping you emailing the BT Chief Exec. Ben Verwaayen
Edit:- removed email address now post has been read, and address is well known anyway.
obviously, don't make it abusive or a rant, and you have a fair chance of getting a reply,
Good Luck!

ive sent you a PM thankyou

BritBrat

Do not waste a stamp on Mrs Jillian G Lewis.

Total waste of time and effort.

My advice is write to Ben Verwaayen the CEO, now there is a person who will reply.

clancy

BritBrat wrote: »

Do not waste a stamp on Mrs Jillian G Lewis.

Total waste of time and effort.

My advice is write to Ben Verwaayen the CEO, now there is a person who will reply.

ok is that at the same address

clancy

can someone give me the email addy or address for the BT Chief Exec. Ben Verwaayen please