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ChrisB
Expert
398 Views
Message 1 of 9

How do I contact BT to make a complaint by email?

Can a moderator help? In April I upgraded to BT Infinity 2 based on the following data from the availability checker:

 

FTTC Range A (Clean)73.4542016.5
FTTC Range B (Impacted)64.835.12010.7

 

 When it was installed my router stats showed around 50/11 and has stayed like this for nearly three months. I hoped that the speed would moved upward; it hasn't.

 

I've just re-checked the availability checker and the following is now showing:

 

FTTC Range A (Clean)49.93511.87.2
FTTC Range B (Impacted)42.824.711.85.2

 

Clearly this is much closer to the truth.

 

My gripe is that if I'd known this I'd have gone for BT Infinity 1 and saved about £12 a month. It seems I've been mis-sold. Can a moderator put me in touch with someone who can sort this out?

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8 REPLIES 8
Moderator
Moderator
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Message 2 of 9

Re: How do I contact BT to make a complaint by email?

Hi ChrisB,

 

What was your actual point of sales speeds quoted to you when you signed up to the service? You'll find this in the the order confirmation email you received.

 

Thanks

 

PaddyB

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ChrisB
Expert
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Message 3 of 9

Re: How do I contact BT to make a complaint by email?

The speed quote in my confirmation email was 54/16.5. I use the cloud a great deal and was more interested in the upload speed that is now less than 67% of the speed quoted in my email and only 16% more than the Infinity 1 speed. The download speed isn't so far off the one quoted. I think I have an argument for a mis-selling. With an 18 months contract this is over £200 if the difference between unlimited Infinity 1 and Infinity 2 is £12 a month.

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ChrisB
Expert
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Message 4 of 9

Re: How do I contact BT to make a complaint by email?

PaddyB have you come up with a solution? Is there someone I can talk to about this?
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Moderator-Retired
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Message 5 of 9

Re: How do I contact BT to make a complaint by email?

Hi ChrisB, 

 

Thanks for your post. 

 

I am sorry that your speeds are lower than they should be. I would like to take a look into this for you. 

 

Can you send me in your details using the "Contact The Mods" link found in my profile and I will take it from there.

 

Cheers,

OlgaC 

 

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Kabous1
Aspiring Contributor
257 Views
Message 6 of 9

Re: How do I contact BT to make a complaint by email?

Wow Chris, they do disappear quickly when your info points to their cockup.

 

 

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Distinguished Sage
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Message 7 of 9

Re: How do I contact BT to make a complaint by email?

@ chrisb until you contact the mods using the contact link they posted you will not get a reply from them offering you help
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ChrisB
Expert
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Message 8 of 9

Re: How do I contact BT to make a complaint by email?

I've done so and have a case number.
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Distinguished Sage
Distinguished Sage
235 Views
Message 9 of 9

Re: How do I contact BT to make a complaint by email?

You are now in a queue with other customers waiting for mod help all of whom think their problem should get priority hence why mods reply to email in order that they are received. It can take 3/5 working days at present - mods reply probably said 24/48hrs



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