Fibre to premises - everything takes 3 or 4 phone calls inc simple change of mobile plan

[Sarat]

Ok, I am a patient person but the service I am getting from BT is beyond incompetent.

There is an issue with my account in that I have BT Halo and BT TV, and also a BT sim for a mobile - although according to BT I do not have this service and therefore every time I phone I have to go through several different people telling me there is a problem with my account. I cannot use online or TV to change/add any plans - I always have to phone. 

I believe the reason for this is the apartment block I live on only has BT Halo available to two thirds of the apartments; the remaining third can only get copper broadband, therefore as soon as I give my postcode, apparently I am getting a service that I simply can’t have and therefore have to go through about three different departments.

Two weeks ago I tried to change my mobile plan, reducing the data allowance and therefore a cheaper plan. Since then, despite two phone calls of over an hour each, my mobile plan is still at the higher amount and I have just had payment taken for another month of the plan.

I am an NHS nurse, working shifts - as you can guess we are pretty busy right now - I do not want to spend hours of my time off on hold to BT trying to make a simple change that I have already phoned about twice knowing that yet again I have to go through all the postcode rubbish and they yes I do get Halo even though they say I can’t. I have been on BT online and cannot find how to contact them by email or make a complaint - it sends me around in circles saying look at our FAQs, look at community, they make it exceedingly difficult to find out just who you can phone/email to complain. The telephone options are just as bad, with many different options to go through before you can actually talk to someone!

Please - does anyone have an email address I can use to complain?

[Sarat]

BTW - BT refer to the service I get as fibre to premises - it is not a “premises”, it is a residence.

[pottyperson]

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@Sarat wrote:

BTW - BT refer to the service I get as fibre to premises - it is not a “premises”, it is a residence.

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"Premises" is generally taken to mean land and structures upon it; premises are not necessarily residential but residences are usually premises. In this context, it distinguishes between fibre all the way to the building, as opposed to fibre to a cabinet (with copper from there to the premises). A regrettably pedantic reply, but your obvious concern seems to warrant an explanation.

[CJT80]

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@Saratwrote:

Ok, I am a patient person but the service I am getting from BT is beyond incompetent.

There is an issue with my account in that I have BT Halo and BT TV, and also a BT sim for a mobile - although according to BT I do not have this service and therefore every time I phone I have to go through several different people telling me there is a problem with my account. I cannot use online or TV to change/add any plans - I always have to phone. 

............................................................

Please - does anyone have an email address I can use to complain?

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@Sarat  BT's complaints code of practice is available HERE 

I hope this helps.

[Sarat]

Thanks for your replies and also the link - unfortunately the number given on that link is the one I have been using which is taking literally hours per phone call. The live chat function appears to have disappeared although when I try to use that the postcode issue kicks in and I have to phone anyway. 

[CJT80]

@Sarat 

Given the current global circumstances they are restricting contact options.

I am not sure if a Moderator could help with the Mobile Plan, or the account issue.  They are normally unable to help with FTTP services, but I am not sure if the physical account is different.

[Sarat]

I fully understand they are restricting contact options, however to have to make multiple phone calls to sort out a simple request is surely counter productive if they are trying to reduce calls? As a nurse, I am working full time at present, and haven’t always got hours of spare time a day to spend phoning them, especially if they can’t seem to even process my request. 

Apparently it would be very difficult for me to move to another provider due to the fibre to premises, so I’m stuck with BT.

[CJT80]

@pottyperson 

Can a Moderator help in this case with an account issue?

[RobbieMac]

Hi @Sarat,

Thanks for your posts and welcome back!

I'm sorry that you're having problems making changes to your mobile plan.  I cam imagine how busy you are currently at work and we appreciate everything you are doing.  We can pick this up from here and help you.  I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie

[Sarat]

Thanks, I will sort it out tomorrow.