This topic

Why can't I make a complaint about BT Broadband online?

fatbadger442 — Sat, 20 Dec 2025 23:24:04 GMT

After a catalogue of failures from BT & OpenReach, I want to make a complaint to BT. When I tried to do so online through MyBT, it said that I couldn't and provided a snail mail address.

I would like to say that it's incredible, but it's not, really, is it?

Anyone got an email address that I can use?

Thanks

Re: Why can't I make a complaint about BT Broadband online?

Kimberlin — Sat, 20 Dec 2025 23:57:58 GMT

@fatbadger442

I don’t believe you can actually email BT to complain as such, though if you do a Google search you can find references to emailing the BT CEO and your complaint whatever it may be might be forwarded to the Executive Complaints Team.

On the other hand, try this link:

https://www.bt.com/help/contact-bt/complaints

Re: Why can't I make a complaint about BT Broadband online?

WSH — Sun, 21 Dec 2025 10:16:20 GMT

One does exist but if it is posted on here it will be removed. I used it myself three months ago. You'll need to Google it.

Re: Why can't I make a complaint about BT Broadband online?

Kimberlin — Sun, 21 Dec 2025 10:31:49 GMT

@WSH

Unfortunately, that’s how a lot of companies operate these days, they don’t want you to have an easy access route to complain because it looks carp on their stats.

As for repeatedly removing the email address from this forum even though you can find it doing an internet search, well that’s hardly surprising. BT has call centres that employ people to errr ‘help’.

Isn’t it odd though that it’s only when Moderators on this site get involved with the stuff people can’t seem to get solved through other channels, that customer issues get sorted? A bit like consumer champion programmes on TV that are seemingly the only avenue to get a problem fixed.

Re: Why can't I make a complaint about BT Broadband online?

WSH — Sun, 21 Dec 2025 10:43:13 GMT

I think the problem there is that a company doesn’t deploy it’s most capable and experienced staff on the help desk. They're better used elsewhere. The help desk is a newbie’s job. The BT Guides seem to have very little training and understanding of the systems. Plus, they are on commission to upsell, and you can’t blame them for trying to get a decent wage.

I’ve even seen that address removed from a PM & so quickly it must be an automated filter, so there is no point in trying to post it.

Suffice it to say it’s not called “complaints”, more a word associated with fixing the problem.

Re: Why can't I make a complaint about BT Broadband online?

Kimberlin — Sun, 21 Dec 2025 10:52:34 GMT

@WSH

People employed in large call centres are sometimes not even employed directly by the company they are acting on behalf of. They read from scripts. They’re trained to be polite. Whether they actually have any knowledge whatsoever about the product they are being asked to assist with, is questionable.

Re: Why can't I make a complaint about BT Broadband online?

gg30340 — Sun, 21 Dec 2025 11:15:10 GMT

Is this going to be another long winded debate!!

Re: Why can't I make a complaint about BT Broadband online?

Kimberlin — Sun, 21 Dec 2025 11:18:39 GMT

@gg30340

If you want it to be. I always value your inspired contributions!

Re: Why can't I make a complaint about BT Broadband online?

gg30340 — Sun, 21 Dec 2025 11:19:19 GMT

Ok in that case I'll move it to the "lounge" where you can debate to your hearts content!

Re: Why can't I make a complaint about BT Broadband online?

ScarletP — Sun, 21 Dec 2025 11:49:49 GMT

To the point then…

@fatbadger442 Google “BT Complaints Code of Practice”.

Re: Why can't I make a complaint about BT Broadband online?

zulu17 — Sun, 21 Dec 2025 13:47:09 GMT

@fatbadger442

According to the

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf

There are a lot of ways to get in
touch, but it’s probably easiest to
ring us or chat online. If you email or
write a letter, it might take us up to
ten days to get back to you.

So there is an email address for consumer relations within that document that seems to have last been revised in June 2025.

Re: Why can't I make a complaint about BT Broadband online?

fatbadger442 — Mon, 22 Dec 2025 11:19:00 GMT

Thanks