I too am fed up with BT Customer Services - they seem only able to pursue their own script and simply do not listen to what the customer is saying. On numerous occasions they ask a question just seconds after they have received my aswer to that very question.
I have been experencing a particular broadband / exchange line problem for over three years, have kept a detailed log of my dealings with BT for over a year and it appears that there is no way of escalating the issue within BT. Follow 'contact us' and 'complaints' on teh website and see if you can get anywhere other than teh standard customer servoces number. Customer services say they are unable to escalate to a more senior person / department.
'Customer Services' - to me a rather hollow joke, especially as they are in effect a monopoly provider and being paid millions of pounds of taxpayers money to roll out Infinity.
I think the answer either lies with legal action but perhaps if enough of us rais ethe issue with our MP we might be able to more effectively influence what is going on.
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
Thanks for posting, I'm sorry to read about the problem you're having with your connection and the difficulties you've had trying to get this resolved. Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details and we'll be happy to help. You can find the link by clicking on my username.