Problems with BT - Advice please?

[markscfc72]

Just wondered if anyone else had experienced problems with BT , my sister is currently having a nightmare with them and were not sure what to do as she isn't really getting anywhere .

I have just looked and there is a communications ombudsmen , could it be worth contacting them ?

It started off when she ordered fibre optic broadband (was already on normal broadband) BT then switched her current broadband off and said she would have to wail until her new fibre was connected to have any internet (this would be 2 weeks without internet) she wasn't told of this at the time .

She then checked with Sky and there fibre optic would work out cheaper and so I said she would be best off cancelling her BT order and placing one with Sky which she did . BT eventually relectantly agreed to cancel her order anyway the latest is Sky are now saying they still can't proceed as there is still showing an order in place with BT even though they have assured her at least twice it has been totally cancelled .

she has now been without broadband for around 9 weeks whilst there has been many phone calls to both BT and Sky !

thanks for any help

[xchpotter]

We had problems with BT when we moved house. They cancelled the account of the people we were buying from believe it or not before we had completed and it nearly screwed up the sale. Anyway, we insisted eventually on speaking to a complaints team and were given a direct dial number and a named person who was based in a special complaints bureau in Wales. Once we had accessed this it moved very quickly and without a hitch.....we even got compensation without asking for it for the trouble caused. Unfortunately I no longer have the number and BT will not publish it as they prefer you to go to the foreign call centres which is half the battle. Anyway, my advice is to get your sister to insist on making a complaint to BT and she too may hopefully be put through to the specialist team in Wales. Hope this helps.

[markscfc72]

Thanks for the reply and yes that does help .

She has made a complaint and a couple of times been promised a manager would could her back within 24 hrs but hasn't she has also been awarded compensation but hasn't actually had it yet , and yes as you say it is also so frustrating having to deal with the foreign call centres .

[innocentbystander]

Worst big company in Britain.
I live in an upland rural area. Any bad weather and I lose my phoneline. My nearest phone box has not worked for years.
Phoning from work it takes hours to get through to an Indian call centre with incomprehensible operators who run through a check list and then tell me that the problem is within my property. It never is.
They threaten me with a £130 charge if the problem is within my property. It never is, yet I have still been charged, once out of several occasions.
Any arbitrary date they give means nothing - last time five days became three weeks.
They said there would be a credit to my bill - none yet.
When working my broadband speed is utter rubbish, and my mobile does not work at home.
I have had far better connectivity in Mexico and Morocco, perhaps I should get satellite broadband instead.

[clan2]

Have you tried 0800 800 150 ?

Or email CEO [e-mail]

[markscfc72]

Jan 5, 2016 0:39:01 GMT clan2 said:

Have you tried 0800 800 150 ?

Or email CEO [e-mail]

I think she calls 150 will it be different then trying 0800 800 150 ?

and not hadn't thought of that option , will see how she gets on calling the ombudsmen and if still no joy I suppose it wouldn't to drop him a mail thanks for the address .

[dime]

Customer service wise they're utterly terrible. We had weeks worth of trouble trying to get it installed properly, the only way we got anything done was by speaking to their UK call centre, which was only for complaints oddly enough. Only advice I can give is to persevere until you speak to said call centre, the huge Indian call centre is absolutely useless.

[felonious]

Jan 4, 2016 23:43:20 GMT innocentbystander said:

Worst big company in Britain.
I live in an upland rural area. Any bad weather and I lose my phoneline. My nearest phone box has not worked for years.
Phoning from work it takes hours to get through to an Indian call centre with incomprehensible operators who run through a check list and then tell me that the problem is within my property. It never is.
They threaten me with a £130 charge if the problem is within my property. It never is, yet I have still been charged, once out of several occasions.
Any arbitrary date they give means nothing - last time five days became three weeks.
They said there would be a credit to my bill - none yet.
When working my broadband speed is utter rubbish, and my mobile does not work at home.
I have had far better connectivity in Mexico and Morocco, perhaps I should get satellite broadband instead.

Can't believe that you've had problems with Dave, Kevin, Charlotte, Harriet and their colleagues

[Northy]

Had a few problems recently with the broadband dropping out, they eventually said, after trying different settings etc. they will send me a new hub and router, I opened up the box at the weekend and there wer 2 hubs and no router, clucking flowns

[redstriper]

I ordered infinity (fibre) in August 2011 - they promised it by October 2011. I work in I.T. so it was a no brainer

It's now 2016 - I am still fucking waiting, meantime they have connected every other cabinet in my area.

I wrote to them in 2012, got fobbed off with its all openreach's fault. Openreach are a BT company.

Meantime they've put the costs up of the shit broadband I do receive - twice.

I now get 4G at 6 x the speed. I would fuck them off altogether if my seven year old didn't spend so much time downloading HD videos from youtube.

[Deleted]

Jan 5, 2016 0:39:01 GMT clan2 said:

Have you tried 0800 800 150 ?

Or email CEO [e-mail]

Thats a good option, I did this with Sky and got my issue sorted in two days. Although the CEO will not action the e-mail it will get seen and sorted.