This topic

Escalating a complaint

Mo_Kanj — Tue, 19 Apr 2022 21:42:51 GMT

Can anyone help with how to escalate a complaint? I have had no landlines since April 1st

I ordered a broadband service in February which has never worked.

I have raised several complaints through the messaging service and escalated them. Today a terrible agent closed the complaint when it is not closed and the service is not working. I can keep raising complaints but will anyone ever do anything about it?

I am considering emailing the Chief Exec of BT.

Can anyone help?

Re: Escalating a complaint

Keith_Beddoe — Wed, 20 Apr 2022 05:12:55 GMT

I have raised the issue with a moderator.

Re: Escalating a complaint

MandyF — Wed, 20 Apr 2022 10:10:39 GMT

Hi @Mo_Kanj,

I'm sorry for the problems you've been experiencing with your service. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks

MandyF

Re: Escalating a complaint

Mo_Kanj — Sun, 08 May 2022 12:27:12 GMT

Well I have now escalated the complaint everywhere I can at BT and still no resolution of the fault.

Landline - we have been without a working landline since April 1st

Broadband - service ordered on 25th February and still not working

Re: Escalating a complaint

iniltous — Sun, 08 May 2022 12:45:21 GMT

AFAIK, if you have contacted the executive complaints organisation then that usually means you cannot also get involvement from the BT Mods here , but perhaps you could give a little more detail ..you say you have no line/broadband, is this a new provide ( so you have never had working service here ) or the service was working and now isn’t ( to be clear , not someone else in the property had service in the past , but your own service was working and now it isn’t ) ?

What sort of a property is it , an established property that has had service in the past , or a new build where you will be the first occupant, or at least the first occupant that wanted service over Openreach network.

Has any BT equipment been provided , but you have not had a visit from Openreach , or Openreach visited, said there is a problem , but nothing else seems to have happened

Re: Escalating a complaint

Mo_Kanj — Sun, 08 May 2022 12:49:23 GMT

Landline - was installed in early December 2021, was working fine until it suddenly stopped working on April 1st. Since then I keep raising complaints which often get closed down, I guess someone is concerned about the length of time a complaint runs for and metrics more than they want to solve the problem? There is now yet another complaint raised since May 2nd. I have been promised visits from Open reach while fail to materialise. Last person I spoke to yesterday said it is a 'complex fault' but no further details. So still we wait, I thought it was worth raising here again but seems like this isn't going to help either.

Property is not new and has had service before.

Broadband - was ordered on 25th February but has never worked since it was ordered. BT router was provided

Re: Escalating a complaint

imjolly — Sun, 08 May 2022 12:54:04 GMT

did you take up Mod offer of assistance back in april and if so what happened? the more people you complain to the more complicated it gets

Re: Escalating a complaint

Mo_Kanj — Sun, 08 May 2022 12:58:20 GMT

Yes. And I sent all the information by direct message to the mod offer of assistance. And then.....silence. I chased but nothing happened. Which is why I was then forced to chase up and raise complaints again as no one was doing anything about it. Over a month without a landline is pretty serious isn't it?

Re: Escalating a complaint

imjolly — Sun, 08 May 2022 13:19:00 GMT

very unusual for mods not to get back to you after you have submitted the information but it can take a few days after you sent message as you join a queue of other customers waiting for mod assistance all of whom think their problem is a priority hence why mods respond by date received to ensure everyone is treated equally

Re: Escalating a complaint

iniltous — Sun, 08 May 2022 13:24:21 GMT

So Dec 21 to Apr 22 phone line was OK ( presumably phone only , no broadband service attached) and then you ordered broadband Feb 22 , in which case was it the addition of broadband that caused the line to stop working in April , or is the timing just coincidence ( you may not be able to answer that with any certainty)
What sort of broadband was ordered ( ADSL , FTTC or FTTP ?) , also to be clear , are you raising a fault or a complaint ( they are not necessarily the same thing ) , if a fault is raised ( against the phone service , not the broadband service ) and is closed down without the fault being cleared , there is normally a process for reopening the fault report, has that been the case ?

Re: Escalating a complaint

DavidM — Sun, 08 May 2022 13:31:17 GMT

Hi @Mo_Kanj and thanks for posting.

I'm really sorry we dropped the ball with this. Leave it with me and I'll find out what's going on.

Cheers

David

Re: Escalating a complaint

Mo_Kanj — Sun, 08 May 2022 13:34:10 GMT

Yes phone only from December 2021 to April 2022. I have wondered if there is a link between ordering the broadband and the landline stopping working but no one has told me if that is the case.

The order does not say the type of broadband ordered, it just says 'broadband' and that the order is still 'pending'

I keep raising faults. And each time someone at BT closes it down and says it's resolved when it is not resolved. If this ever gets resolved then I will raise a detailed complaint afterwards. That is not my priority right now, so it's right now raised as yet another fault since 2nd May. Fault is raised against the phone service and one against the broadband service.

I have asked for the original fault from April1st to be re-opened but each agent opens a new one. I guess I can try again. Does a fault being open since April 1st not raise alarms at BT customer service? That is such a long time for a fault to be open. It's so depressing. If I call to ask for the fault to be re-opened I have to go through so many steps and processes at BT before anyone believes me that the same fault has not been resolved yet. I even know the questions they ask now and could probably repeat them back

Re: Escalating a complaint

Mo_Kanj — Sun, 08 May 2022 13:35:35 GMT

I replied with the information on 20th April

Re: Escalating a complaint

imjolly — Sun, 08 May 2022 13:53:45 GMT

@DavidM has replied and admitted they 'dropped the ball' but he is looking into your problems and will get back to you. I suggest you now wait for mods to contact you and hopefully bring this to a conclusion