Return Email address to add notes to a complaint

acbiccy — Sun, 21 Jul 2024 09:30:15 GMT

My home connection was dropping continuously and was unusable for working from home. I upgraded and took out a new package to get the home tech expert visit.

He arrived, told me he had made some adjustments that would fix my problem and e had also reported the dropping connection fault.

After he left there was no difference at all and the connection was dropping throughout the day. After a week and hearing nothing - I contacted the support team to find out what was going on. nothing ad been fixed and nothing scheduled, the complaint was outstanding. An engineer was scheduled - but this is now 3 weeks of unusable service.

When the engineer came he was unable to fix the service and believed it to be faulty hardware. He arranged for a new box to be sent.

I naturally assumed that as i had over 4 weeks of poor service that a credit would be applied to my account. The complaint was closed with no reference to me or any details on why it had been closed. However I was billed full price. I contacted the support team again and asked how that could be - i have had 4 weeks where i needed to tether to my mobile network if i needed to do anything important. I asked for new compaint to be raised as i have full evidence from the technical log export that i could provide that shows the service dropping multiple times every day and surely is evidence that i have not recieved the service paid for.

after hours on chat (i did not wish to phone as i like to have everything in writing) - I am no further forward. I want to be able to supply the exports that i have from my system to show that i have not received the service i paid for.

Can you please tell me how i can obtain an email address to send evidence to my case

Re: Return Email address to add notes to a complaint

imjolly — Sun, 21 Jul 2024 09:46:23 GMT

there is no email address to contact BT

is your hub dropping internet connection - the hub light changing from blue and cycling through colours before turning blue again. if remaining blue are you connecting to hub using wifi or ethernet? if wifi that is dropping have you tried connecting using ethernet?

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Return Email address to add notes to a complaint

Re: Return Email address to add notes to a complaint