A sorry litany of errors and try as I might I cannot find a single number that allows you to complain to someone in order to find out why the errors occurred:
2 weeks ago I booked my home move through BT and made it clear that I would need an engineer visit to the property as the previous owners had removed the BT Master Socket in order to put in a metal faceplate that matched the remainder of the socket faceplates throughout the house - the wiring to what I surmised as the the original master socket had extension wiring that had now been removed and most (all but one) of the wires in the socket were loose.
Engineer appointment booked for the following Friday between 1300-1800hrs.
On the Friday morning I jumped in the car and travelled up to the new house (70 miles away, not moving in until mid June) in order to be present when the engineer calls. Arrive at the house 1000hrs, at 1030hrs I receive a text stating that I no longer need to wait in as the engineer has done all the work at the exchange, tested the line and all is well. I call BT back immediately - stressing I requested for an engineer visit to the house - too late engineer already reallocated. Rescheduled visit for Monday 1300-1800hrs, back up to the house for 1000hrs (just in case he is early), come 1630hrs starting to get worried, call the 0330 number from my mobile and speak to someone in India who promised to get back to me within 10 minutes to confirm an arrival time for the engineer, did not get back to me. 1800hrs comes and goes, no engineer appears. Travelled home, called to complain - India again and very sorry to hear about my circumstances - he tried to speak to Openreach - nobody answering the phone, he promised a supervisor would get back to me first thing the following day, still waiting.
Called BT this morning - India again - young lad apologised but advised that I had changed the engineer appointment date to Wednesday, I agreed that I had, but I had done that at 2200hrs on the day the engineer failed to turn up the second time by 1800hrs. He agreed the matter should be raised to the supervisor, he promised the pass the details on and to expect a call later on - still waiting!
Why oh why do we have to put up with this level of poor service and why cannot I get directly through to someone who can deal with my complaint?
Ouch, sounds like you have had a difficult time here, sorry about that.
I'll be happy to have a look into this for and find out what went wrong and get things put right for you.
Could you drop me in an email please with your BT account and telephone number along with a link back to this thread.
Just send using the contact us form in my profile under the 'about me' section.
And it gets better! Just checked my fault log on the BT site, my re-arranged engineer appointment for pm tomorrow (Wednesday) has been cancelled by someone and re-arranged for Friday morning. So far I've taken Friday off - waste of time, taken Monday off - waste of time, booked tomorrow off and now cannot change that - another waste of time.
Appalling, and now really miffed!
How do you complain to BT and is there any method to seek compensation?
Thanks for letting me know, currently engaged with priority faults at BT but they (like last night) are unable to contact anyone at OpenReach to try and re-arrange the engineer visit - they'll get back to me tomorrow morning - chance of it being changed, even in their words, is very slim.
I have not been this vexed for a long, long time.
Spell check: Openreach - Pancreas, fitting!
How can any small business be expected to stay on line ALL THE TIME! when they have to rely on BT for their products? I wish I had never gone with this company in the first place, it is such a huge firm that they just ignore the small business user.........
Once again I am back to square one with the same on-going never ending problems caused by BT
on 05-03-2012 13h36
On the 9 December I ordered a package deal;
18 months Broadband with unlimited evening and weekend calls. I paid 12 months line rental in advance to receive the 3 months for free and the £13 a month for the balance of the order. In addition the property had no existing line to the property and therefore I would receive a FREE line installation normally charged at £130.
I received flyers from BT offering this service prior to ordering, and even confirmed by calling BT that this offer was still current. I checked the web site, prior to ordering and it was clearly listed.
I tried to order over the phone, and was told it was an on line order only, so I started to place the order on line. When It came to placing the online order I filled in correctly that I had no line or a box, in addition as I placed the order I called to confirm why I was being charged £130 installation when I obviously had no line or box. I was told this would be rectified when the order was processed.
I was given an engineers arrival time on the 16 December between 0800 and 1300 for the installation. No one turned up!
This is being dealt with by a moderator on the Bills & Call Packages board. Please don't double-post; it causes confusion and will not make it any more likely that your issue is resolved.