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ValS1
Newbie
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Message 1 of 2

Re: Poor service from BT

We have had extremely poor and ongoing service from BT since connection to Infinity in Feb 2014.   Right from the start speeds were no better and wi fi dropped several times most days.   It took 20-30 phone calls culminating in three visits from engineers who eventually discovered that the installation by BT contractors (not BT Openreach) had been made to an extension socket and not the main BT line coming into the house!   Once this was verified (not until May/June of this year) touch wood it has improved.   We are in the process of trying to get compensation for a service we have been paying for since Feb 2014 but have not been receiving.   So far BT accept that it was negligence on their part but have offered us £10 which we find is a complete insult.   It would not even cover the cost of the phone calls.   We have written to Libby Bar, Managing Director of Customer Sales and Service and the next step is to write to Gavin Patterson, Chief Executive Officer.   Watch this space.

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Distinguished Sage
Distinguished Sage
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Message 2 of 2

Re: Poor service from BT

Welcome to this user forum.

 

As a residential user, you would not be entitled to anything other than what is shown on the following page.

http://bt.custhelp.com/app/answers/detail/a_id/9394/~/customer-service-guarantee

 

Errors in installation are quite common owing to the existance of a large number of legacy phone wiring installations.

 

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