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Aspiring Contributor
631 Views
Message 1 of 8

Complaints - should I bother with BT or go straight to the Ombudsman?

Hi,

BT were supposed to install my phone line on 2/12/13.  I had 5 emails, 2 texts to confirm and then guess what... no engineer.  My husband had to get a day off work and when I phoned I was told external work hadn't been done.  They told me it would be done by end of 5/12/13 and someone would call me the following day to confirm a new appointment.  Guess what... no phone call!  I phoned them up and got told that the work didn't happen and they can't tell me when it will happen.  Even though they told me previously that within 7 days after 5th I would have an engineer visit.  Then to top it all off the person in customer services puts the phone down on me!!!!!  My question is how on earth do I get a phone line?  Do I phone each day and complain to BT or go straight to the ombudsman.  Please help!

 

Thanks

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7 REPLIES 7
Highlighted
Distinguished Sage
627 Views
Message 2 of 8

Re: Complaints - should I bother with BT or go straight to the Ombudsman?

Openreach are responsible for the installation of phone lines for all service providers this includes BT Retail

BT Retail get no preferential treatment under OFCOM rules if it is external work that needs completing then only Openreach can complete that
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Highlighted
Guru
626 Views
Message 3 of 8

Re: Complaints - should I bother with BT or go straight to the Ombudsman?

Hi, while John is technically correct, it doesn't help you in your situation.
I would suggest that you put in a complaint to BT at least but as you appear to be in a corner I will raise with a Mod for you.

Stew
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Moderator
Moderator
621 Views
Message 4 of 8

Re: Complaints - should I bother with BT or go straight to the Ombudsman?

Hi Chelle2404

 

I'm sorry for the difficulties you have encountered trying to get service installed. I can have this case looked into for you.

 

Send us an email using the Contact the Mods link in my profile you will find it in the section 'About Me'.

 

Thanks

 

Stuart

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Highlighted
Aspiring Contributor
612 Views
Message 5 of 8

Re: Complaints - should I bother with BT or go straight to the Ombudsman?

Thanks

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Highlighted
Aspiring Contributor
611 Views
Message 6 of 8

Re: Complaints - should I bother with BT or go straight to the Ombudsman?

Thanks too

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Highlighted
Aspiring Contributor
609 Views
Message 7 of 8

Re: Complaints - should I bother with BT or go straight to the Ombudsman?

Thanks everyone, have emailed Stuart

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Highlighted
Aspiring Expert
584 Views
Message 8 of 8

Re: Complaints - should I bother with BT or go straight to the Ombudsman?

Otelo will only deal with your complaint when you have gone into dead lock with BT via their complaints procedure.
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