Best route to make a complaint at a higher level?

Chrisg46

Sorry for the cliché, but this really is "asking for a friend"!
What is the best route to make a general complaint about telecoms companies? Without naming names (Companies A & B respectively in this case), my friend has recently switched his broadband provider, to take effect earlier this month. However, Company A cut his line completely on 26th October, some ten days early than they were supposed to. Company B tried to take it over as arranged but were not able to do so as the line had been closed. Apparently they tried twice to no avail.
I became involved on the 11th when my friend told us he had been without the internet for some time. A short backstory is that he is disabled following a stroke and has been isolating for some time - the internet is his line to the outside world, including his children and grandchildren, as well as his source of entertainment. Most importantly, its how he orders food etc so obviously he needed it back as soon as possible.
He agreed to add me as a named person on his account so that they would talk to me about it (the stroke means he gets flustered sometimes) - Company B did explain the issues they had encountered, but could not tell me why my friend had not been told about it. To solve this, they could only offer the 23rd November as the earliest appointment for an engineer to attend the site to re-connect the line (nearly two weeks later). In the meantime, he has had to get a dongle so that he can connect online, but with a limited amount of data. Company B have said they can compensate to a maximum of £25, which is less than he has spent.

So, we want to make complaints about this on his behalf - Primarily with Company A who started this whole situation. I have called their customer service line, and am tempted to report it under trade descriptions! Their "representative" was rude (repeatedly talking over me), generally unhelpful and denied it was anything to do with them, blaming it instead on Openreach, but would not provide ANY reference numbers so we could refer back at a later date.
To be fair, Company B has been helpful. However, they should have told my friend about the issues they were having and as a priority customer due to his disabilities and situation, having to wait nearly two weeks for an engineer still isnt ideal. We would also like to get him compensated for the full amount he has had to spend.

Browntoa

You need to ring company A and if it's an automated front end say "complaint" as your reason for calling . 

If that fails then look up email addresses for the ceo , BT chairman for example has an executive team to deal with complaints.

Approach his local newspaper with the story , getting them involved may resolve this rapidly due to the bad press and a reporter ringing them 

JJ_Egan

Not sure how it could be reported Under Trade Descriptions .

Who are these A & B

Priority customer  was he registered as such with A &B .

I do wonder if  the customer  cancelled  A as opposed to not cancelling A and provider B doing that .

Yes it could well be Open Reach at fault .

mohammed1111

What's with the A & B, not sure why you wouldn't just name the suppliers.