Best method to complain to BT

logie48

I was wondering what is the best method to complain to BT, from other peoples experiences?

Is it in writing, phone or through their chat service?

Had a nightmare with a new order, took 20 days to activate infinity broadband.

Several promised dates for activation not fulfilled, no communication regarding the dates not met, several phone calls to try and resolve issues, money spent on extra mobile data....the list goes on

And to add to that, i've been billed for a full months line rental, even though i've had no broadband services activated. This is obviously alongside the landline phone, which I don't or will not use, but for broadband you have to take it out.

Thanks in advance.

Oblivion

When I had an issue with BT I found writing to their HQ prompted a very rapid response by phone.


Libby Barr, Managing Director, Customer Care, British Telecommunications, 81 Newgate Street, London, EC1A 7AJ

jenniewb

I don't have the best way to complain but I can say to not waste your time phoning. Aside from heavily accented staff (Indian? Malaysian? not and easy to understand accent at any rate!) I have given up trying to get an intermittent issue fixed as what they seem to do is try to follow up but will not pre-warn you as to when they will call back and 99% of the time, it will be when you are out.


They then will leave a robotic voice mail message if you have not already selected to not allow them do this. (The messages are incoherent IME anyway, you have to really concerntrate to decipher robot-voice messages!) If you do get hold of them, it appears they don't actually have a clue why they are phoning you anyway and you have to go through explaining the entire issue all over again! Pretty much a waste of time calling.


Try any other way but unless you have a special number to someone who knows what they are doing...pretty much a waste of time. I will go as far to say they are as bad as my experiences with Talktalk over the years.

logie48

Cheers guys.

Think i'll just write to them then and explain everything.