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Moderator
Moderator
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Message 11 of 19

Re: Unresolved Complaints

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Hi @Webber051,

I gave you mobile number a quick call, I'm sorry I didn't get speaking to you today. I've ran a few checks on your connection and I can see that an engineer has been booked for the 23rd. I've taken over ownership of your case and I'll follow up with you again on Saturday to see how the connection is performing following the visit.

Thanks

PaddyB

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Webber051
Beginner
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Message 12 of 19

Re: Unresolved Complaints

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Ok - I was expecting a call at 5pm last night but it didn’t come until after 6pm. I therefore phoned BT today and got an engineer sorted for friday. I did have one sorted for last Monday who didn’t show up. So let’s see what happens.
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Sage
Sage
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Message 13 of 19

Re: Unresolved Complaints

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According to the mod who has taken ownership of your complaint there is an engineer booked for the 23rd.

If you do not wish for one of the mod team to have ownership and deal directly with you then it may be an idea to say so.

 

I fully realise the frustration you may be suffering from but the mod team are best placed to get you sorted.

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Webber051
Beginner
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Message 14 of 19

Re: Unresolved Complaints

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Hi - can you arrange for my contract to be cancelled. You are unable to provide a service that is a) fit for purpose and b) that treats customers with any level of respect. Please accept this as me serving notice on my contract as you continue to bill me for a service that is not being delivered. I would welcome an immediate agreement to terminate my contract and a refund of charges incurred to date.
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Distinguished Sage
Distinguished Sage
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Message 15 of 19

Re: Unresolved Complaints

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Cancellation terms

Cancellation of your service will be subject to the following conditions:

  • the fault must be reported within the first 90 days of your contract start date
  • speed faults will not be accepted within the first 10 days initial stabilisation period
  • all checks within your home must be completed as requested by our Helpdesk advisors
  • at least one engineer visit must be accepted if your line speed result from the BT Wholesale speed test   is below the Minimum Guaranteed Access Line Speed
  • BT are allowed up to 28 days to resolve the fault

You will be able to cease without penalty if BT is still unable to improve the speed measured by the BT Wholesale speedtest above your Minimum Guaranteed Access Line Speed.
The Minimum Guaranteed Speed relates to line speed only, not to download speeds.

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Webber051
Beginner
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Message 16 of 19

Re: Unresolved Complaints

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And BT tell basic lies. Eg.

- engineer booked that wasn’t
- engineer won’t need access to your property but does
- three failed appointments and two months later my patience is at an end. BT have been nothing but incompetent, inconvenient and disrespectful in attempting to resolve this problem.
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Bob1001
Aspiring Expert
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Message 17 of 19

Re: Unresolved Complaints

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BT are incorrect about only the first 90 days, if it develops a fault that cannot be resolved after following the other steps of course you can cancel without penalty as BT are in breach of contract.

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Moderator
Moderator
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Message 18 of 19

Re: Unresolved Complaints

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@Webber051 I'm sorry to see  that you want to cancel. @PaddyB will be in touch today to discuss this further with you.

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Webber051
Beginner
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Message 19 of 19

Re: Unresolved Complaints

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Hi - thanks for your help earlier and agreeing to terminate the contract as discussed. Regards
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