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Hawkeye47
Aspiring Contributor
361 Views
Message 1 of 10

Pathetic Customer Service - BT TV internet channels down for a MONTH

Broadband went down for a day about a month ago, ever since then subscribed (internet) BT TV channels have stopped working. This was a MONTH ago. Had 2 engineers round. Both said that we've been migrated to a new cabinet, but whoever did it didn't do it properly. BT support says there's a fault on the line or the "migration is in progress", openreach engineers said they can't do anything as the migration was botched.

One of the engineers said that it could be that our account hasn't been moved to the new port in the new cabinet, or that the port we're now on is someone else's account who doesn't have access to the BT TV channels... Just running around in circles. I've never seen customer service this bad. At the end of my tether.

Anyone know what magical words to tell BT support to get them to sort this out? Any legal recourse? Everyone I've spoken to has been completely incompetent and our case handler just keeps telling me "it's being escalated". If I get told to restart my home hub one more time from the overseas call centre I'm going to throw it into the lake.

 

 

 

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9 REPLIES 9
Dean007
Recognised Expert
352 Views
Message 2 of 10

Re: Pathetic Customer Service - BT TV internet channels down for a MONTH

Hi @Hawkeye47

Sorry to hear you are having issues, let me ask a moderator to come and offer some advice. They should post here shortly.

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Moderator
Moderator
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Message 3 of 10

Re: Pathetic Customer Service - BT TV internet channels down for a MONTH

Hi @Hawkeye47,

I am so sorry to hear about the problems you've had. We'll do all we can to work out what went wrong and do our best to get it fixed as soon as possible for you. To get in touch with us, click on my user name, view profile, and then copy and paste the link under "Moderation Team Email Address" into your browser.  Complete that form and we'll get back in touch with you. It may take us 1-2 working days before we can get back to you.

Thanks

DanielS

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Hawkeye47
Aspiring Contributor
293 Views
Message 4 of 10

Re: Pathetic Customer Service - BT TV internet channels down for a MONTH

I don't see the text "Moderation Team Email Address" on your profile page unfortunately. With all due respect, do you have any extra powers that the BT Case Management Team dont have to try and get this resolved? Are you just going to run through a script and ask me to reboot and factory reset my homehub and BT TV boxes?

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Moderator
Moderator
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Message 5 of 10

Re: Pathetic Customer Service - BT TV internet channels down for a MONTH

Can you check again please @Hawkeye47? The link is available to you.

If you're happy to continue dealing with the case management team then feel free.

Thanks

DanielS

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pompey1898
Expert
268 Views
Message 6 of 10

Re: Pathetic Customer Service - BT TV internet channels down for a MONTH

Hi @Hawkeye47,

The mods on here have an excellent record and will stay with you until your problem is resolved.  You only have to read a few topics to know that "case handlers" can disappear very quickly.

Personally I would take their offer.

Dean007
Recognised Expert
246 Views
Message 7 of 10

Re: Pathetic Customer Service - BT TV internet channels down for a MONTH

@Hawkeye47

I aksed the moderators to come and offer assistance due to the fact you had already tried the normal routes for help and postesd on the community. The moderation team are trained in most areas, and the areas they are not fully trained in they have direct contact to those who are. In my opinion the moderation team offers a one contact solution and in most cases able to resolve customer issues.

However if you wish to continue to deal with the case management team, then I am happy to mark this thread with an accepted solution.

 

Hawkeye47
Aspiring Contributor
225 Views
Message 8 of 10

Re: Pathetic Customer Service - BT TV internet channels down for a MONTH

Ok thank you, I have submitted the details of the problem to the link in @DanielS profile. Really hope you can help me resolve this as I have lost all confidence in the case manager being able to bring this to resolution. Being without BT TV for over a month is unacceptable. Thanks in advance.

Moderator
Moderator
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Message 9 of 10

Re: Pathetic Customer Service - BT TV internet channels down for a MONTH

Thanks for taking the time to do that @Hawkeye47.

We will do all we can to help you.

Thanks

DanielS

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Hawkeye47
Aspiring Contributor
146 Views
Message 10 of 10

Re: Pathetic Customer Service - BT TV internet channels down for a MONTH

@DanielS

Well, that was a waste of time. The forum moderator got back to me and said that the case management team have "escalated your complaint to his manager who has enlisted the help of a specialist BT TV faults team to help get a resolution". I've been told that the issue has been escalated for weeks now. I was hoping the forum moderation team would be able to help but that's not the case.

The BT case management manager GUARANTEED us that we could get a call back on Wednesday, and guess what, it's the end of Friday and we've had no phone call.

I've never had such poor service from a company. I've never been treated this appaulingly and we've now been without service for 5 weeks, and no-one in BT seems compotent enough to help. Absolutely pathetic. We've had BT TV for a long time now, and to be told that it the issue might not be able to get fixed, is terrible. It's just serving video over the internet! I guess all I can do now is wait for the 8 weeks without service to come up and contact OFCOM.

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