Problem with BT Broadband

Rockman

Hi


I have had no broadband connection since 21 December 2017 when BT cut the broadband line into my house. They said there were 2 broadband lines coming into my house but the cut the live one by mistake.


Since that date I have been told that works orders have been passed to contractors to sort out the problem but still I have no internet. Every time they phone me they say they have to raise a new order and it will take another 5 working days. At the end of the 5 days they then raise another works order and the contractor has a further 5 days. And so it has been going on like this now for over a month.


I have been in contact with Customer Services at BT but I am getting nowhere. They say it is an automated service they have with the contractor and they cannot phone them direct to get it sorted. They refuse to give me the number of the company they have passed the work to. I think it may be Open reach.


I am enquiring if anyone knows the contact details of someone in authority in BT who can sort out this problem.


Thanks

another_casualty

I would go on their homepage , find the section where you want to terminate your contract with them and fill in the spaces.
You’ll soon get a call back .

Rockman

A problem seems to be that there is only one company in Northern Ireland who works on broadband lines. So even if I threaten to go to some other broadband provider I would still get no service until the line is fixed. So BT have me over a barrel just as these contractors who fix the line appear to have BT over a barrel.

rmg1

But then again, you might get it done quicker by A.N.Other provider (I'm not saying you will though).

As above, threaten to leave BT and don't forget you want money back for lack of service.

AndyPix

Ahhh BT , the absolute shambles ..
The problem is, that the company is so big now that they have a department for everything, and only that department will do that job - every other department will just do their best to enter into some crappy system and give you duff infomation.


When we had an issue (that was also an absolute shambles), after going round and round in circles in a similar fasion to yourself - my head was about to explode at their incompetence and then a friend suggested I email their CEO Gavin Patterson.


I didnt expect a reply but it seems that the "executive level complaints department" monitor his email address and they seem to have absolute authority over all these other departments so can actually get stuff done.


Give it a shot, here you go : gavin.e.patterson@bt.com

Browntoa

Phone the 0800 number and say complaint when asked what you are calling about

Browntoa

http://www.btcomplaint.com/the-ceo-of-bt-wants-to-hear-your-complaints/

System

Just as an aside do you know that as a BT customer you can access any other BT customer's interenet who hasn't turned off the connection sharing on the router? It'll show as BTWifi-with-Fon as the wifi ID. Connect to it and when you fire up your browser you'll be asked to log in. Use the email address and password you have on your BT internet account.

I've used that option several times in the past when there has been an issue.

Heedtheadvice

I presume you have a phone landline as well as broadband from bt.

I have had to get a recent response from bt for similar issue, a recurrent fault not fixed after 21 days following several complaints.

The best way forward it seems is to get the complaint registered as a phone problem AND to get your case dedicated to a specific manager. Do not initially raise as a broadband complaint till you have a working landline.

Two routes:
Keep complaining and get your complaint raised to a senior member of staff until you get to one who takes your case on board. If you log in to your by account you should see your fault log. If it is incomplete add that to the complaint. Do not accept just 'yet another' works order being raised.

Alternatively (or in addition), and this may seem counter intuitive, join the by community forum at https://community.bt.com/
and post your problem in the landline section https://community.bt.com/t5/Landline/bd-p/Faults
Do use the online line checker (gives more evidence of the problem)
Most often serious problems will be located by a forum administrator, as well as other experts giving good advice, and this seem to be a very successful way to get your problem dedicated.

Additionally use the online BT chat facility to ensure your comment are documented.

Arm yourself with the facts. Dates of problem, number and dates of reporting, promised action etc.

BT have a complaints code of practice. Make sure whoever you contact are aware you know about it plus the compensation payments for all missed visits by engineers and lack of service (a derisory amount).

Do not be fobbed off and ensure escalation of your complaint!

I would do all this as well as the CEO contact already mentioned!

One should not need to get so involved.....but it does seem to work!

BigAl94

Post your issue in this forum https://community.bt.com/t5/Home-setup-Wi-Fi-network/bd-p/OtherBB It is moderated by BT staff and they are usually very good at intervening and offering effective asistance.