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Message 1 of 11

How to escalate my issue?

Just signed up with BT and for over a month, they have been promising to come connect my internet. There's always an excuse but the most frustrating (understatement) part is that they keep saying, "We'll come on this date, will you be available for an engineer to come over and connect you?" and so, on that date, I make sure I'm home.

Then they just don't arrive. This has happened again and again, with today being the exact same case. How can I get someone to take my issue seriously and escalate it/prioritise it? I have emailed, called, and messaged on Facebook, Instagram AND Twitter. Nothing is working! At this point I don't know what else I could possibly do?

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Message 2 of 11

Re: How to escalate my issue?

I'll ask if one of the mods can  shed any light on what is happening.

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Message 3 of 11

Re: How to escalate my issue?

Hi @Chloe_Mae, welcome to the forum and sorry you're still waiting to get your internet connected.

I'm sure if you've been in contact with us on Twitter/Facebook that the Social Media team are managing your complaint through to the end. I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to check and if they've not got a complaint on hand for you we'll be happy to help you.

Cheers

John

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Message 4 of 11

Re: How to escalate my issue?

Email Chief Exec
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Message 5 of 11

Re: How to escalate my issue?

Hi @Chloe_Mae

Your complaint is being managed within our team and my manager has been speaking with the account holder today.

Thanks,

Robbie 

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Message 6 of 11

Re: How to escalate my issue?

consumer-resolutionteam@bt.com

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Message 7 of 11

Re: How to escalate my issue?

@Chloe_Mae 

now mods have been in contact just stay with that as they will help you get to a resolution.  more people involved the more complicated it gets



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Message 8 of 11

Re: How to escalate my issue?

Thank you @JohnC2. After reaching out to BT UK via every possible avenue, the internet was restored the very next day... Without any engineer coming to the house. (So I don't know why I wasted days making myself available for one to come over if it was never actually needed.)

Anyway, all was well since then until Sunday, when the internet just stopped working. The earliest appointment available was Thursday, and yet again - nobody has showed up. I seriously don't know what to do anymore!? 

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Message 9 of 11

How to get BT to be reliable?

Hi there,
A few weeks ago I posted this:
 
"Just signed up with BT and for over a month, they have been promising to come connect my internet. There's always an excuse but the most frustrating (understatement) part is that they keep saying, "We'll come on this date, will you be available for an engineer to come over and connect you?" and so, on that date, I make sure I'm home.
 

Then they just don't arrive. This has happened again and again, with today being the exact same case. How can I get someone to take my issue seriously and escalate it/prioritise it? I have emailed, called, and messaged on Facebook, Instagram AND Twitter. I even got in touch with Openreach's operations manager via LinkedIn! Nothing is working! At this point I don't know what else I could possibly do?"

The day after the rigorous exercise of contacting BT via every avenue possible, the internet got turned on without an engineer even coming to the house. It stayed on for a few days, and then mysteriously stopped working again. It has now been another two weeks since the wifi went off and yet again, BT continues to say "Earliest we're able to come is in a week. Please make yourself available." So we do. Then, yet again, they don't show up. This has happened two more times since my original post!

 

I'm absolutely shocked. Is anyone able to help? I'm getting absolutely nowhere with BT. 

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Message 10 of 11

Re: How to get BT to be reliable?

Hi @Chloe_Mae I'm so sorry about the delays and missed visits, I can see your complaint is being managed by the executive team. I've emailed the case handler to let them know you've posted on the community this morning.

Thanks

Neil