BT Complaints Dept

Sibz

Hi

Has anyone had any dealings with BT's complaints officers/advisers recently?

There has been a delay in my line being installed (that I was told nothing about until I called them after I'd waited in for an engineer that never turned up for an appointment that had even been confirmed by BT via text message). I was told my complaint had been assigned to case manager or something and I'd be given an update on the 1st March. I had a VM the day before from this guy saying he'd be in touch on the 1st with an update from Openreach - whom they blame for the delay. That call never came, and still hasn't.

Just wondering if anyone has any advice for how best to proceed with this... I'm looking to get broadband set up in a new build house, and was previously told that it would be about 2 weeks after line install as they can't initiate BB until they have a line to test. I believe I'm being fobbed off by them (I've read other posts previously and every neighbour I've spoken to had problems but have BB now). I'd happily go elsewhere but other providers have told me they can't set up a line, BT were the only ones that seemed able to (in theory at least).

JJ_Egan

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Has anyone had any dealings with BT's complaints officers/advisers recently?? >


YES





Open Reach look to be the problem not the ISP .
Unless you go with Virgin its the same Open Reach line .


Use MIFI dongle in the mean time .

pmduk

Sibz wrote: »

... as they can't initiate BB until they have a line to test. I believe I'm being fobbed off by them

I can't see why you believe this is being fobbed off. It's perfectly plausible and likely to be the case. No ISP, except Virgin, can do anything without a line

Sibz

As each of my neighbours already has their lines installed. There is no practical reason why speeds should differ hugely.

I expect openreach are the problem at least in part but BT have misinformed me more than once in the process already and have again failed to call me back when they promised.

I wouldn't touch Virgin with a barge pole had them before and they are arguably the worst company I've ever dealt with for customer service. I'm wondering if BT have borrowed their handbook recently.

Rozro

Hi I’m about to embark on helping my elderly parents get a better deal with BT or another provider as they have been paying WAY too much ever since my Dad retired back in 2004.  They are still with BT Business for landline/broadband/mobiles in two properties and have been paying in the worst year £7k!  Every time my dad calls them to get a better deal he gets sucked back in.  Who do I complain to as I’m going to try to claw back as much of this needless cash as possible.  They are paying twice for virtually everything an extra line for broadband etc.  Do I tackle this with the Business side or Residential?  He renewed his 24 month contract with them last year so I have that to contend with too.

Any advice v welcome!  Thanks in advance. 

JJ_Egan

Its a business contract then complaint is to Business .

He has renewed this business contract last year ?? of his own free will .

Why did he not change service in 2004 ??

As its a business service  BT may not deal with you .

NOTE  due to lockdown and skeleton staff don't expect a quick reply

littleboo

Why are they on a business contract?

[Deleted User]

Rozro said:He renewed his 24 month contract with them last year so I have that to contend with too.

That will be the largest obstacle. 

Any attempt to cancel after only a year will incur an Early Termination of Contract (ETC) fee.. 

With the current Covid19 situation coupled with the above, it's probably not the correct time to be tackling this...