BT Complaint - no faith what-so ever. What to do?

Bexm

Last week I wrote a formal complaint to BT due to our appalling Broadband connection, crackly phone and absolutely abysmal customer service we have received over the last 9 months (since moving to this property)
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We've had 5 engineers and now its getting beyond a joke. Engineer number 4 said we needed some lines replacing outside and he was escalating it as would need traffic lights on the road.
Gave it a few days and called BT to see when this was going to happen.
First person put me on hold for 45 mins and then cut me off, second told us there was no information about this what so ever and she could only book us another engineer and did, then we got a call back as their 1hr queue-buster system must have kicked in (6hrs later) and found yes she had booked an engineer but at a totally different time than we'd been told.

Fast forward to engineer number 5 arriving - obviously annoyed he'd been sent out as he'd already spoken to the previous engineer, he did all the same checks, said he was popping up the exchange and would be back in a bit and then vanished!

Called BT again the following day to find out what happened, by which time we had no broadband most of the time, first to be told the engineer said there wasn't a fault and we just had to do something with router and it would definitely fix it.
Checked the router after the call to find it had already been done , so called back and got told there was actually something wrong at the exchange and we'd get a call by at x time to be given an up date.. as I'm sure you can imagine, that didn't happen! Called again and again got passed around the houses... that was over a week ago!

Now our BB that was about 0.5 MB (should be 7MB) is mostly disconnected constantly.
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Anyway I wrote my complaint all up in word with the intention of emailing it to them.. went to the complaints page and found either a postal address or a text box, so I pasted the letter in there. Granted it was rather long.

On Sunday I got the weirdest call.. a woman with a very strong accent apparently from BT called asked to speak to me by name. Then asked my name and then asked my phone number (which she'd called me on).
She said she'd received my complaint and it was long (fair enough - its been a bit of a saga!). She said she wanted the short version, which tried to give but she clearing wasn't paying much attention, and then said.. "Oh Broadband, that will take time I'll call you back on Thursday at 6pm" (thats this coming Thursday)

I have no idea whats going on, and all the while been paying for this service I'm not getting. Annoying thing is we re-contracted with Sky when we moved, and are unable to use most of the stuff on their either due to the internet connection. So double whammy!

Should I just go straight to offcom? I haven't submitted a formal complaint before.. but been on the phone to them hundreds of times!

JJ_Egan

Have you used your BT Community help forum ???.
Your BT members page / help/ ask the forum .