This topic

Lied to by BT staff, and when i complain , they close complaint without doing a thing

Redders01 — Mon, 04 Dec 2023 20:31:14 GMT

on Friday 01/12/2023 my fibre handset supplied by BT kept shutting itself down, no fault by myself. After contacting BT on Friday they said it was a handset problem and was assured a new one would be dispatch and assured for it to arrive on the 04/12/2023. I checked tracking number and when checked with Royal Mail they knew nothing about it. I phoned BT C/S this morning and was told it had been dispatched and definitely would arrive some time today. Checking my account and Royal Mail late this afternoon i found out the handset had not even been dispatched until after midday today, so first of all the C/S person LIED to me this morning saying it was on its way, so no way it would get here today, I phoned C/S late this afternoon who apologised, i stated i want to open a complaint about being lied to as the handset is needed because i have a seriously ill bed bound mother and we have Drs, and hospital calls coming in all the time and it was a matter of urgency. I said i want it looked into and find out why i was lied to and was disgusted in the way we have been treated, to which he said he had opened it and it would be looked into. Well what a load of SXXT that was because it was closed as soon as i came off the phone and nothing at all done about it, what kind of service is this, a big cover up to get the numbers down, i want this complaint re-opened and something done about it, i have now been lied to by 2 C/S people and will take this further if nothing is done about this.

Re: Lied to by BT staff, and when i complain , they close complaint without doing a thing

Keith_Beddoe — Mon, 04 Dec 2023 20:31:59 GMT

@Redders01

Welcome to this user forum for BT Retail phone and broadband customers.

This is just a customer to customer help forum, everyone here, including myself, are just customers. Please edit out your fault reference, as its private, and this is a public forum.

The only BT Employees are the forum moderators.

The problem with the handsets have been mentioned before on this forum. It appears that the supplied batteries are no good, and people have needed to change them.

If you have another normal phone, you can plug it into the phone socket on back of the BT Smart Hub 2, and it will work just as well. BT no longer supply the handsets for free.

There have also been reported issues with getting replacement handsets, so it may be worth changing the batteries.

Re: Lied to by BT staff, and when i complain , they close complaint without doing a thing

Redders01 — Mon, 04 Dec 2023 20:33:36 GMT

i am more annoyed with being lied to twice and having a complaint shut down behind my back.

Re: Lied to by BT staff, and when i complain , they close complaint without doing a thing

Redders01 — Mon, 04 Dec 2023 20:34:55 GMT

we are on full fibre so cannot plug in another phone

Re: Lied to by BT staff, and when i complain , they close complaint without doing a thing

Keith_Beddoe — Mon, 04 Dec 2023 20:39:14 GMT

@Redders01

Yes you can, there is a green phone socket on the back of the BT Smart Hub 2, and that works just like the old phone sockets.

You can plug a normal wired phone into that socket, or a phone base station, whatever you were using before yo got full fibre.

Re: Lied to by BT staff, and when i complain , they close complaint without doing a thing

Redders01 — Mon, 04 Dec 2023 20:41:32 GMT

i do not have any other phones as when we went to fibre there was no use for them and the old sockets were cut off by the BT installer when he wired the new fibre,

Re: Lied to by BT staff, and when i complain , they close complaint without doing a thing

Redders01 — Mon, 04 Dec 2023 20:45:41 GMT

also who do i speak to about being lied to by C/S and having a complaint shut down when it has not even been looked into?

Re: Lied to by BT staff, and when i complain , they close complaint without doing a thing

licquorice — Mon, 04 Dec 2023 20:46:50 GMT

The old sockets have absolutely nothing to do with it. The green socket at the rear of the hub is an analogue phone socket.

Re: Lied to by BT staff, and when i complain , they close complaint without doing a thing

Redders01 — Mon, 04 Dec 2023 20:47:56 GMT

ok tyvm for that advice

Re: Lied to by BT staff, and when i complain , they close complaint without doing a thing

Keith_Beddoe — Mon, 04 Dec 2023 20:56:17 GMT

Far more useful to have a normal wired phone as a standby in case you have issues with the BT supplied handset.

I suppose BT thought it was a good idea to supply the handsets, unfortunately it caused a mis-understanding with customers, as they assumed that was the only way they could get a working phone.

As for the complaint, I am not sure who you would contact, or what sort of reply you would get.

Re: Lied to by BT staff, and when i complain , they close complaint without doing a thing

chrisjp — Mon, 04 Dec 2023 21:03:44 GMT

I found that the leaflet sent to me by BT before they migrated me to Digital Voice, made it quite clear that I could plug any sort of phone into the green socket on the SH2. It also made it clear that if the SH2 was in an inconvenient place, I could get (and did get) a free DV adapter that effectively gave me a phone socket anywhere that I could plug the adapter into an electricity socket.
BT has a number of failings, but information on the changeover to DV doesn't seem to be one of them!

Re: Lied to by BT staff, and when i complain , they close complaint without doing a thing

Redders01 — Mon, 04 Dec 2023 21:13:11 GMT

thank you for that, i did not know but will look into that tomorrow, i was just told, fibre was the best, they would supply phones so did not need old ones and that it would do away with all the old sockets that you have around the house, it seems like as soon as they got you signed up then they have no time for you, make you feel like a second class customer,,

Re: Lied to by BT staff, and when i complain , they close complaint without doing a thing

Keith_Beddoe — Mon, 04 Dec 2023 21:29:39 GMT

@Redders01

You may find this helpful https://community.bt.com/t5/Home-phone-including-Digital/Digital-Voice-FAQs/td-p/2207485

Re: Lied to by BT staff, and when i complain , they close complaint without doing a thing

Redders01 — Wed, 06 Dec 2023 10:09:52 GMT

If i moderator can get in touch with me i would be grateful as i am being given the run around by bt complaints

Re: Lied to by BT staff, and when i complain , they close complaint without doing a thing

iniltous — Wed, 06 Dec 2023 10:25:43 GMT

In my opinion one of the worst decisions BT made recently was giving ‘free’ equipment to customers to use when they were migrated to DV ( presumably something they now realise was a poor idea as they don’t do it anymore ) this gesture probably earned no good will , and created an ongoing ‘maintenance’ issue going forward.
I dare say the OP is a reasonable example of the ‘entitlement’ this gesture of providing free equipment was always going to lead to , they had their own equipment that would have worked with DV , if that equipment failed , as it was their own equipment, they would replace it themselves, but as they were given free equipment by BT , if that free equipment fails ,( often it’s just the batteries ) they don’t replace it themselves, they expect a free replacement of the free equipment, and complain if the replacement is not dispatched in a timescale to their liking.

All avoidable, no other CP provided telephones in this way , and as far as I can tell , haven’t suffered any consequence as a result ,

Re: Lied to by BT staff, and when i complain , they close complaint without doing a thing

DavidM — Wed, 06 Dec 2023 10:34:15 GMT

Hi @Redders01 and thanks for bringing this to my attention.

I'm realy sorry to hear you're unhappy at the way your complaint has been handled. I'll be happy to take a look at this for you. Please check your inbox for my message and drop me over the details.

Cheers

David

Re: Lied to by BT staff, and when i complain , they close complaint without doing a thing

Redders01 — Wed, 06 Dec 2023 14:07:31 GMT

Hi Dave i have tried 3 times to reply to you but it will not allow mw to send message as keeps saying Html has been changed,,,,

Re: Lied to by BT staff, and when i complain , they close complaint without doing a thing

DavidM — Wed, 06 Dec 2023 15:14:36 GMT

Sorry for any issues there @Redders01

Can you copy and paste your message into note book and then copy from there into your reply? It sounds like the message is picking up some coding from where you're copying the initial text.

Cheers

David

Re: Lied to by BT staff, and when i complain , they close complaint without doing a thing

Anonymous — Wed, 06 Dec 2023 15:56:19 GMT

@Redders01

If it's like when detecting HTML in a post, the warning actually clears the HTML & you can then send while the warning is displayed.

Re: Lied to by BT staff, and when i complain , they close complaint without doing a thing

Jane2018 — Wed, 06 Dec 2023 20:43:07 GMT

Yes, keeping it simpler (now no longer giving the free phones) is probably going to be best. When I am moved to DV I hope just to plug the two landlines into the back of the new modems. Luckily I don't use a landline with a battery in it, no screen, nothing - just a phone so battery issues never arise and the phones can last decades.