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frustrated999
Beginner
423 Views
Message 1 of 13

Problems never resolved

Have been with BT for 8 months now. Things got off to a good start when it took a month to resolve a lack of connection upon installation. Went through 6 engineers and countless hours with the robotic Indian call centre staff before the problem was fixed. 

 

No problems until the end of march when i was disconnected again. Two weeks to reconnect this time. 

 

Disconnected again two weeks ago. Each time there is 'a problem' on my phone line which is never explained (nor it seems, fixed). 

 

Emailed BT customer service on the monday after the fault began because i wont go anywhere near that Indian call centre number again, they got back to me on the Wednesday telling me the fault would be fixed by Friday as the problem was with their infrastructure not my property. Come Monday night the issue was still present. Emailed them again on Wednesday and found out today that an engineer had turned up at my apartment on Friday but couldnt get in the front gate, so had gone off (apparently this meant the issue was resolved). 

 

Now I have been told that another engineer will be turning up sometime at the beginning of June (another two weeks), despite my protests that the fault was nowhere near my property, and that I wasnt going to take a day's holiday because they might turn up at my property 'sometime between 8am and 6pm'. 

 


Totally fed up of dealing with customer service personnel that i cannot call back. Fed up of no-one seeming to have any end-to-end control over the resolution of my issue. 

 

Very tired of recieving emails and text messages that read 'sorry about your fault, we aim to fix it by x/yy/zzz'. When i already know thats not going to happen. 

 


Anyone got any advice before i cancel the contract and just start over with someone else?

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12 REPLIES 12
Distinguished Sage
Distinguished Sage
421 Views
Message 2 of 13

Re: Problems never resolved

does your phone work?  or nothing works phone/broadband?

 

the engineers are employed by openreach and although part of overall BT Group are separate from BT reail your ISP  moving to another provider unless cable will just us openreach regardless of ISP



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frustrated999
Beginner
416 Views
Message 3 of 13

Re: Problems never resolved

Thanks for getting back to me right away. 

 

I have no use for a landline phone so i only use BT's connection for internet use. If i had one it wouldnt work either though as the problem is always with the phone line used to connect. 

 

This problem recurrs constantly and never seems to be permanently fixed. I have consequently developed the theory that given my placement in an old apartment building everytime I get disconnected an engineer comes along and disconnects someone else to reconnect me, and then they call out an engineer to reconnect them who cuts me off again, and so on and so forth.....

 

I know that BT subcontracts to OR to fix all their faults (hence the bureaucratic nightmare when trying to get anything fixed or get information from anyone, as the tail is wagging the dog). 

 

Essentially i am just tired of dealing with anyone related to BT, and wouldnt mind a vastly more approachable provider dealing with them on my behalf instead. 

 

At the end of the day being disconnected wouldnt be such a bad thing if you were assigned a case officer who you could email back and forth, call during work hours, and sort things out with. Given this complete lack of liaision, the resolution process is no better than banging my head against a brick wall. 

 

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Distinguished Sage
Distinguished Sage
411 Views
Message 4 of 13

Re: Problems never resolved

you really should buy a very cheap corded phone which would enable you to check to see if phone line working and therefore it is a broadband fault as at present you don't know if the phone is working or not

 

I have asked the forum mods who are only BT em,ployees on the forum to see if thay can help  they will post a contact us link  





contact mods.jpg


After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email



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Moderator
Moderator
407 Views
Message 5 of 13

Re: Problems never resolved

Hi Frustrated999,

 

I'll can take a look at this for you. Please send me in your details using the "Contact The Mods" link found in my profile.

 

Thanks

 

PaddyB

frustrated999
Beginner
403 Views
Message 6 of 13

Re: Problems never resolved

Will do,

 

Thanks a lot!

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frustrated999
Beginner
345 Views
Message 7 of 13

Re: Problems never resolved

So its now the 13/06/2014 and I'm still being messed around and have no connection. Thanks guys, YOU ROCK. 

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Distinguished Sage
Distinguished Sage
341 Views
Message 8 of 13

Re: Problems never resolved

did mods get back to you after you completed the contact us email?  if so then what - engineer visit?



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frustrated999
Beginner
339 Views
Message 9 of 13

Re: Problems never resolved

Mod's put me in email contact with BT Customer Care via email which i get to talk to every 3 days or so whenever they are actually in the office (much better than dealing with India though). 

 

Have had 3 engineer visits since my last post (which i had to waste holiday for), the first tracked the problem outside, the second was a deployed specialist outside, then i was told the problem was inside again so had to take more holiday to be there for an engineer, this engineer tracked the problem outside again. (Double thumbs up). 

 

 

So today i had everything arranged for an engineer to have access to the outside box so he could do what he said would take '5 minutes' to sort and (after five weeks) we would finally be on our way. The appointment being scheduled between 8-1pm.

 

At 8am the engineer shows up at my place whilst i am on my way to work (we dont have infinite holiday to waste you know) and gives me a call. I dont worry too much about this though because I'd already spoken to him on monday and got everything arranged. Turns out when i ring back at 9am that its a different guy, who has now cancelled the appointment because he allegedly cant go back to a previous job, THIS BEING DESPITE THE APPOINTMENT TIME BEING 8-1PM!!!!.

 


I now have to arrange another visit, with god knows who, for something which is right there....and can be fixed in five minutes.

 

I guess only with BT though does it take five weeks to fix a five minute problem....

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Distinguished Sage
Distinguished Sage
333 Views
Message 10 of 13

Re: Problems never resolved

I understand you see this as 'BT' problem but the people who are messing you around are actually openreach.  there are numerous posts like yours with customers getting messed about with openreach not turning up and your ISP, Bt retail, like the other ISPs seem either powerless to do something about it or just hope it goes away as openreach have a monopoly on the lines



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