This topic

Horrendous customer service

TheBronster — Mon, 07 Nov 2022 20:13:02 GMT

Booked an engineer for landline installation. Never attended. Been on the phone for hours. No answer. No email to reschedule. Order says landline now installed! Complete nonsense. Waited in for six hours no-one ever came. Can anyone advise how I actually contact a person? Online chat/message also did not forward the massage to a team after 39 minutes then dropped out. Just horrific. Any advice welcome.

Re: Horrendous customer service

Keith_Beddoe — Mon, 07 Nov 2022 20:20:32 GMT

@TheBronster

Welcome to this user forum.

Is there an Openreach wall socket already fitted in the property? If there is, then if there is a record of a routing into the property, then Openreach would only work externally to connect it to the exchange, and not visit unless there is a problem.

If there is a socket fitted, then plug a phone into it, and see if you get dial tone.

Re: Horrendous customer service

TheBronster — Tue, 22 Nov 2022 20:40:34 GMT

Well unbelievably BT have just completely failed to turn up for a second scheduled open reach appointment to fit a new phone line. So that is now 10 hours of fully paid employment wasted waiting for engineers who don't show. Can anyone suggest what ombudsman I report this to to seek compensation? What an appalling way to run a business.

Re: Horrendous customer service

TheBronster — Tue, 22 Nov 2022 20:41:46 GMT

There is no line or socket to this property.

Re: Horrendous customer service

Les-Gibson — Tue, 22 Nov 2022 20:57:24 GMT

Our complaints code of practice (bt.com)

Re: Horrendous customer service

TheBronster — Tue, 22 Nov 2022 21:11:00 GMT

If you are referring to the response above, I simply answered the query that Keith posed. I appreciated his response but it's just a factual question. Also if I've been through the whole process of booking an engineer with BT it's probably pretty clear I don't have an existing phone line or socket. But thanks for the response anyway.

Re: Horrendous customer service

gg30340 — Tue, 22 Nov 2022 21:22:59 GMT

@TheBronster wrote:

Well unbelievably BT have just completely failed to turn up for a second scheduled open reach appointment to fit a new phone line. So that is now 10 hours of fully paid employment wasted waiting for engineers who don't show. Can anyone suggest what ombudsman I report this to to seek compensation? What an appalling way to run a business.

You should be entitled to automatic compensation as outlined in this link

Automatic Compensation | BT Help

You will not be able to claim compensation for loss of earning without raising a formal complaint.

You can not complain to the Telecoms Ombudsman until you have gone through the BT complaints process and if not dealt with to your satisfaction, obtained a deadlock letter.

Ombudsman Services: Here to Help You Resolve Your Complaint | Ombudsman Services (ombudsman-services.org)

Re: Horrendous customer service

TheBronster — Tue, 22 Nov 2022 21:32:29 GMT

Very many thanks for that helpful advice. I will follow up. I am just astonished though at how they can send me an email yesterday evening saying they are coming tomorrow then just be a complete no show for five hours.

Bron.

Re: Horrendous customer service

DavidM — Wed, 23 Nov 2022 08:07:55 GMT

Hi @TheBronster and welcome to our community.

I'm really sorry there's been problems getting you connected. I'm sure we can sort this out for you. I'll need a few details so please check your inbox and drop me a reply.

Cheers

David

Re: Horrendous customer service

TheBronster — Wed, 23 Nov 2022 09:19:09 GMT

Thank you David I really appreciate that. I will send the details over. Many thanks, Bron

Re: Horrendous customer service

RobbieMac — Mon, 12 Dec 2022 09:57:51 GMT

Hi @TheBronster

Thanks again for sending over your details.

Sorry for all the problems and the delays with your order. I am pleased to see all is activated now. As the guys have confirmed above - you are entitled to auto compensation for the delay and missed appointments.

I have sent you a message privately with a full breakdown of what that means for your order. As this is sorted I will go ahead and close this off from here.

All the best,

Robbie

Re: Horrendous customer service

MisstickMeg — Mon, 12 Dec 2022 18:13:13 GMT

@gg30340

Thanks for a useful reply.

Automatic compensation seems to be rather hit and miss.

Re: Horrendous customer service

TheBronster — Tue, 13 Dec 2022 00:13:06 GMT

I am reporting in to say that Robbie fixed this problem completely for me - got the person out to connect after all the previous delays and everything is working now. He also arranged compensation for the missed call outs etc. Very impressed with him. Many thanks Robbie!

Bron