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  • FIRST POST
    • Geoff1228
    • By Geoff1228 3rd May 18, 7:24 AM
    • 5Posts
    • 5Thanks
    Geoff1228
    Desperate Pensioner V BT Machine.
    • #1
    • 3rd May 18, 7:24 AM
    Desperate Pensioner V BT Machine. 3rd May 18 at 7:24 AM
    Can anybody help me I am having similar problems to many people who have posted on these pages. I am being charged for a broadband service that I do not have with BT, its now with John Lewis. This has been going on now for nearly 3 months and I can not get any sense out of the customer service people. All I get from them is that the problem will be sorted out in the next bill but it never is. I've raised a complaint and was told I would be contacted within 24 to 48 hours and they have not done so. I can not afford pay nearly a 100 for a service I am not getting Can any body help me to sort out this nightmare.
    Last edited by Geoff1228; 03-05-2018 at 7:38 AM.
Page 1
    • onomatopoeia99
    • By onomatopoeia99 3rd May 18, 7:50 AM
    • 4,365 Posts
    • 9,933 Thanks
    onomatopoeia99
    • #2
    • 3rd May 18, 7:50 AM
    • #2
    • 3rd May 18, 7:50 AM
    If you made the formal complaint more than eight weeks ago and it remains unresolved, you can ask for a deadlock letter and go to the ombudsman and they must give one to you. They can optionally give one to you before that.

    When I raised a complaint through my account on the BT website (over my phone service, they were billing me for calls I had not made), they called me within a week and it was resolved.
    INTP, nerd, libertarian and scifi geek.
    Home is where my books are.
    • Geoff1228
    • By Geoff1228 3rd May 18, 8:07 AM
    • 5 Posts
    • 5 Thanks
    Geoff1228
    • #3
    • 3rd May 18, 8:07 AM
    • #3
    • 3rd May 18, 8:07 AM
    Thanks for your reply Ono,
    This problem has been going on for about 6 months now and to be honest I don't want to have to wait another eight weeks if I can help it. I just want to be in a position to move away from BT altogether. Whenever I speak to BT customer service they agree with me and say the problem has been passed on the the right department now and it will be resolved. But it is not dealt with. Why can't they do what they say they will do.
    • NeilCr
    • By NeilCr 3rd May 18, 8:21 AM
    • 1,934 Posts
    • 2,591 Thanks
    NeilCr
    • #4
    • 3rd May 18, 8:21 AM
    • #4
    • 3rd May 18, 8:21 AM
    You could try the BT Community forum

    https://community.bt.com

    They have moderators who have a very good track record of sorting out problems if you can catch their eye.
    • Colin_Maybe
    • By Colin_Maybe 3rd May 18, 8:35 AM
    • 2,339 Posts
    • 1,110 Thanks
    Colin_Maybe
    • #5
    • 3rd May 18, 8:35 AM
    • #5
    • 3rd May 18, 8:35 AM
    This has been going on now for nearly 3 months
    Originally posted by Geoff1228
    This problem has been going on for about 6 months now and to be honest I don't want to have to wait another eight weeks if I can help it.
    Originally posted by Geoff1228
    Is it 3 months or 6? Have you put in a formal complaint (the 8 weeks will start from when you put this in).
    • Browntoa
    • By Browntoa 3rd May 18, 8:38 AM
    • 33,319 Posts
    • 39,285 Thanks
    Browntoa
    • #6
    • 3rd May 18, 8:38 AM
    • #6
    • 3rd May 18, 8:38 AM
    Ring up , answer the question "what are you phoning about " with just the word "complaint"

    Get a different team
    I'm the Board Guide of the Referrers ,Telephones, Pensions , Shop Don't drop ,over 50's and Discount Code boards which means I volunteer to help get your forum questions answered and keep the forum runnning smoothly .However, please remember, board guides don't read every post. If you spot an inappropriate or illegal post please report it to forumteam@moneysavingexpert.com Any views are mine and not the official line of MoneySavingExpert.
    • Geoff1228
    • By Geoff1228 3rd May 18, 8:53 AM
    • 5 Posts
    • 5 Thanks
    Geoff1228
    • #7
    • 3rd May 18, 8:53 AM
    • #7
    • 3rd May 18, 8:53 AM
    I have had two problems which are interlinked one goes back about six months the other is as I say 3 months. I just wanted to deal with the present problem as the other one has been sorted.
    • Geoff1228
    • By Geoff1228 3rd May 18, 8:56 AM
    • 5 Posts
    • 5 Thanks
    Geoff1228
    • #8
    • 3rd May 18, 8:56 AM
    • #8
    • 3rd May 18, 8:56 AM
    Thanks Nea,l that sounds like a good idea I will try that later on today if there are no further developments.
    • macman
    • By macman 4th May 18, 12:09 PM
    • 41,997 Posts
    • 17,457 Thanks
    macman
    • #9
    • 4th May 18, 12:09 PM
    • #9
    • 4th May 18, 12:09 PM
    Get a formal complaint in now so that the 8 week clock starts ticking.
    No free lunch, and no free laptop
    • iniltous
    • By iniltous 4th May 18, 12:25 PM
    • 1,612 Posts
    • 619 Thanks
    iniltous
    Can anybody help me I am having similar problems to many people who have posted on these pages. I am being charged for a broadband service that I do not have with BT, its now with John Lewis. This has been going on now for nearly 3 months and I can not get any sense out of the customer service people. All I get from them is that the problem will be sorted out in the next bill but it never is. I've raised a complaint and was told I would be contacted within 24 to 48 hours and they have not done so. I can not afford pay nearly a 100 for a service I am not getting Can any body help me to sort out this nightmare.
    Originally posted by Geoff1228
    Is your John Lewis your phone and broadband provider, or broadband only, if phone and broadband did you take your phone number to JL ?
    Is your BT bill the same as it always was ( phone and broadband or just phone or just broadband ?)
    If you migrated the service , in other words JL were responsible for the migration from BT, did you get a 'sorry to see you leave' letter or email from BT ?, that's a standard thing on migrations (and a good clue that it's a migration that was ordered and not a new line )

    It's possible, that if the wrong order process was used by either you or JL and you or they effectively asked for a new line rather than a migration, then rather than fit a second line alongside the existing BT line,which is what the OR should have really have done, the Openreach engineer basically swaps over service in the exchange, leaving your BT service 'alive' but not leaving the exchange ,if that's the case , BT would be unaware that this is what the OR engineer did , and bills would obviously still be produced, until you advise them to cease the BT service, in these situations BT and OR are effectively totally separate entity's, the OR person cannot advise BT on your behalf.

    A lot depends on what product was ordered ( migration or new line ) andirons a new line, what the Openreach engineer did and said, ( if you saw or spoke to one on the day)... if a migration was ordered by JL then you wouldn't have been told to stay in on the changeover date, but told everything would be done remotely (at the exchange), if a new line was ordered ( possibly with a new number ) you would have been told to be at home on the appointment day, in case an OR engineer needed to call, can you remember what you were told by JL and the OR engineer,if there was an OR engineer ?
    If it were a new line, even if you thought you were getting a migration, the onus is on you to cease the 'old' line otherwise you pay for two, even if you only have access to the one.
    There have been situations where the customer said they didn't want the second line socket alongside the existing sockets, so the engineer swaps over service but tells the customer they must contact the old provider to cease that line otherwise they will continue to get bills from the old provider until they do so.
    Last edited by iniltous; 04-05-2018 at 12:50 PM.
    • mgfvvc
    • By mgfvvc 5th May 18, 6:15 PM
    • 300 Posts
    • 119 Thanks
    mgfvvc
    I don't imagine the formal disputes process is that speedy. When I had issues with BT the quickest way to solve a problem was an email to the CEO's office.
    • Geoff1228
    • By Geoff1228 14th May 18, 3:24 PM
    • 5 Posts
    • 5 Thanks
    Geoff1228
    Thanks iniltous
    Sorry it has taken me so long to get back to you. My problem has finally been sorted out. It appears that JL had informed BT that they were taking over the line and broadband. It would appear that someone in BT did not cancel the broadband on my account while they did cancel the the line. BT blames JL and JL blames BT. As a customer I don't know who is right or wrong, anyway it has been sorted now. Thanks to all who has responded.
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