BT not willing to compensate for no show engineer

Scotland1989

I have had a complaint with BT for a number of months with regards to my Broadband, TV and Mobile contract but have advised they are unable to compensate me for the day off work for an engineer that failed to turn up, has anyone had similar experiences? They have also advised that the ombudsman would also not consider reimbursing me for my day off work.


F.Y.G the complaint sent in writing to BT Customer Service Director is below:


To whom it may concern,


I write to you with a plea to finally sort out my complaints which are referenced above, in short I am writing to be compensated for my complaints regarding my Broadband and to receive a refund for the costs incurred for a Mobile Service that I cancelled in May. I have today contacted Citizens Advice who have instructed me to put my complaints in writing and to give you a one week deadline to respond to my complaints, if a satisfactory response is not provided then Citizens Advice will take up the complaint. For your guidance the Citizens Advice Reference number is ********.


I took out the mobile phone contract as part of the Fibre Broadband, Talk, TV & Mobile contract in early May of this year and after discussions with my current mobile provider Three Mobile, I was advised that my data usage with Three was around 7GB a month. With myself using 7GB of data a month the 2GB plan on offer by BT was not sufficient so I opted to cancel the contract with BT and retain my contract with Three Mobile. I called BT around the 5th or 6th of May 2016 to cancel the Mobile contract, I was advised it would get cancelled right away but the charge was still on my first bill. Once my first bill was issued I called BT to ask why it was on the bill as I had already cancelled, I was advised that the cancellation was still in progress and it should be off by my next bill and a refund would be issued. In early July my second bill was produced and the mobile contract was still on the bill, I called BT immediately to question and I was advised it would be cancelled immediately and an investigation would be set up to find out why it has taken so long and I would get a call back in a few days and a refund would be issued in the next bill. On the 24th of July I was contacted by the complaints department in Liverpool to advise that they have not been able to listen to any calls that I made to BT to cancel and will not refund at all. I explained this was ridiculous as I had called to cancel the contract in early May and then reminded BT on two separate calls that I had cancelled my contract but the advisor said she could do nothing and the manager explained to my partner the exact same.


I am seeking written confirmation that my BT Mobile contract has in fact been cancelled and that I will be refunded the costs that I have incurred along with compensation for spending time contacting BT and the stress this has caused.


I placed the order for Broadband on the 2nd of May 2016 with an activation date initially set for the 26th of May but was then moved to the 27th of May. On the 26th of May the BT engineer came out and connected the phone line in order for the engineer to connect the Fibre broadband the following day. The morning of the 27th of May came and went without any engineer attending, I called in the afternoon to ask where the engineer was, I was advised that I was not getting an engineer and that I should open the BT home hub box and connect it myself and that the line will be active that day. I opened the box and noticed that no ADSL adaptor was present, I called BT to let them know that I did not have the ADSL adaptor and the advisor apologised and would send one out right away. Myself and my partner decided to just go out and buy an adaptor as we would be waiting around 5 days until we got the adaptor from BT, we connected everything and then found out the internet was still not working. We called BT again and was advised to give the activation to midnight. On the following day which was the 28th of May the internet was still not active so we called BT again and was advised this time that our area had capacity issues and that BT would be in touch with an update soon. On Tuesday the 31st of May I was heading to work when I received a call from a BT engineer to advise they were heading to my property and wanted access to my property, I had no prior warning to make the necessary arrangements and had to call my mother and father to ask if they could attend. The engineer was very nice and sympathetic to my situation and apologised for the mistake and had offered to rearrange appointments so she could attend in the afternoon, when she attended my flat she called me stating she could not connect me at all and that another team would need to come out to sort the capacity issues.


I then spent my time on many calls with the complaints department and order management department, with phone calls every few days saying that the order was being moved out and that updates would be provided later. I asked the agents what the capacity issue was, was it that I was waiting for someone in my area to disconnect from the fibre broadband, for me to then get connected or if they would be creating additional capacity. I failed to get an answer out of the agents as they did not have a clue and I had great difficulty in understanding the Indian agent’s accents.


I was finally connected to the Fibre broadband on the 24th of June but that was not the end of my problems as I was told by an agent that if I call up the following week I would get a “free” smart hub but when I called I was told I was not able to get it as it was only for those with infinity two packages and as I was on the infinity one package I was ineligible. I got a call the following day from the order management team and they said they would send a smart hub out, I got a text to say I would receive it on the 1st of July but to date I have never received this smart hub. I received a call around the 5th of July and I advised that I was due a smart hub which should have been with me on the 1st of July, the agent then advised that he would order another one and that I would receive it by the 7th. I received a slip from the post office that I was not in to take delivery of the package that did arrive on the 7th of July but when my partner went to collect the package it was not the smart hub we had requested but in fact it was the home hub 5 which we already had installed. I looked on the order tracking details online for the smart hub order and it said it was still awaiting dispatch so gave it another week to dispatch and then called on the 18th of July and the agent on the call then ordered another smart hub and I finally received the smart hub on the 22nd of July.

JJ_Egan

That is correct no show no compo .

The formatting in your complaint to BT is unreadable .

pupgrum

I would use bullet points containing only the facts. Leave out irrelevant statements or opinions.