BT Complaints & Escalation

CarlaB wrote: »

I had been looking at signing up to BT for a while and had been keeping an eye on the deals. At the end of November, while at my boyfriends house, I noticed that the Sainsburys voucher was showing as £100 instead of the usual £25, so I signed up (and took a screen shot of the £100 voucher offer). Once the service had started I filled out the online form to request the voucher but noticed in the T&Cs that there was no £100 deal showing for the date I signed up, unless I was switching from Sky (which I wasn't). I queried it with BT and they confirmed it would be £25, I even told them I had the screen shot, but they wouldn't budge. I feel a bit gypped to be honest. Anyone else had this?

Thanks

I had something similar. They refused to believe the deal I'd signed up to...said I must be wrong/confused/lying over and over. Then I finally got one of the managers to walk through the website with me and said "right, click here...now here...now here...see what it says?" There was deathly silence for about 20 seconds...then the guy hung up on me. Classic BT

Deedee77 wrote: »

Looks like I'm not the only one disillusioned with BT customer service. Been left with a £99 call out charge for an engineer to fix a fault with my phone line. Engineer visited put 2 connectors on the wires and left the property with wires hanging out the wall. BT said the engineers report stated that the line was damaged when in actual fact the line was joined when it was installed a few years ago and was always like that. I've been made out to be a liar as apparently an openreach engineer would not have installed a line like that. I also didn't accept a mandatory statement accepting charges as I never heard anyone read it out due to the noise on the line and how convenient for the call not to of been recorded. I'm now going to have to resort to going to an ADR, just went back to BT again, what a welcome back!

We have also had a similar experience with 'Call Out Charges'. Our phone line went down at the beginning of November BT could not find a fault through there normal fault finding system and told us that they would have to send out an engineer. But there would be a charge of £130 if it was found to be our equipment. So the engineer duly came the next day and found it was the BT Accelerator. Which was a little mysterious, as we had done exactly what we were told to do to discount where the problem was by removing the wires and replacing them one by one and still it did not work, as soon as the engineer did the very same thing it worked. He still changed it to a better one and told us 'no there won't be any charge. On Friday 27th December I received our bill online and saw to my amazement a charge of £130. I contacted BT immediately but they said that there was nothing that they could do and the charge will stand. I told the BT person this is your equipment supplied by BT also we were told that there would not be a charge. In fact the engineer took precisely 10 minutes to change the Accelerator. So we too will be leaving as soon as the contract has expired, and we are going to Sky because we have checked with them and they don't charge for coming out. I always thought highly of BT but not now. And don't start me on the new HUB 4 it hasn't worked properly since we had it in August an we are now on our second Hub and still no joy. In fact we have re-installed the Hub 2 which works fine.

Like others on here I have found BT absolutely useless. I moved my broadband to Plusnet on 6 Dec (with MAC code etc) and received numerous emails from BT asking me not to leave and then confirming I had left. Sadly Plusnet delayed transferring my phone line until 20 Dec. whereupon I received 2 letters from BT saying my phoneline was to be transferred away from BT on 20 Dec and that my telephone package was changed to unlimited weekend and evening calls. I rang BT about this and was told the new phone package was applicable up to moving even though I had not requested it but I would get a bill to reflect this. My next bill was for broadband for a period post moving (that was supposed to include unlimited evening and weekend calls in the broadband package) and for the calls package for both the previous month and the month after I left BT. emails remain unanswered. phone calls get cut off mid conversation. I am due a refund not a bill and can't get anywhere with BT so have cancelled the direct debit and will have to sit on the phone all day tomorrow unless anyone has any other useful advice?

jimmy_cricket wrote: »

Hello Craig,


I can't seem to find an email contact under your profile, only a link to a web form. Is this what you would like me to complete?


Thanks JC

BT have a "dedicated" webpage for people they have spotted complaining on MSE:

https://bt.custhelp.com/app/contact_email/c/4950

Downside is they insist you give them your MSE username, which to some is an invasion of privacy and unneccessary. (Everyone should be able to raise an issue with them not just those who go public!)