BT Complaint Help

HIGHTOWER

I have a Wifi issues for over 2 months, i had a hub 3 for over 3 years which broke, they replaced, but wifi kept stopping, after various conversations i have been told due to the issues a hub 5 would be sent, a new Hub 3 arrived which didn't work, then i was told a smart hub would be sent, i had 2 follow up call asking if it had arrived yet & was told it was on its way, to be told today it was cancelled as my contract was for a hub 3, i never asked for an upgrade, they offered as a customer service gesture, i am now being told a hub 4 is being sent, i have escalated to a manager who just keeps talking about the wifi issue & getting it resolved, but i want to get the issue of false promises that have been made & the fact 2 months on & i still dont have a working service. i was also informed wifi isn't guaranteed, yet they advertise someone hanging out of a helicopter to prove what a great service it is? help please

Browntoa

wifi issues can be due to neighbours wifi channels clashing with yours, have they told you to change from automatic channels allocation to manual and you try different channel numbers to see if it improves


xmas lights flashing are also a known cause

HIGHTOWER

Hi, thanks for that, yes, i have tried a variety of channels, they have admitted it must be the hub. it where to go with the complaint i am realy after

Browntoa

ring up the 0800 number and when the robot voice asks what you are calling about say "complaint"

JJ_Egan

Hanging out the copter is with a HH6 and no doubt set to best channel .

HIGHTOWER

Yes, done that, spoken to an adviser on numerous occasion, and then spoken with his line manager, i want to know how or who to take it to on the third level. as the other two levels not actually listen to the complaint, just keep saying we are trying to fix it, which is great, but i also want to speak to someone about all the false promises being made and not kept, all the false information i have been told, the fact 4 times i have been told something has been sent out and yet it hasn't.

NeilCr

You could try here

https://community.bt.com

If you can get their attention the mods are very good at sorting out problems. Some of the regular posters know what they are talking about, too

[Deleted User]

Postal address is in here:

https://www.btplc.com/Thegroup/RegulatoryandPublicaffairs/Codeofpractice/Consumercodeofpractice/ConsumerCodeofPractice.htm

JJ_Egan

OP how long have you left on your BB contract ??

HIGHTOWER

i have 9 months left on the contact