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lou-lou
Aspiring Contributor
1,003 Views
Message 1 of 12

BT Shocking service, over billing, faulty line and now cut of my services HELP

hi im am desperate for help.

i am a single mum and carer to my 12yo autistic son, we live in a very remote location. Our bt landline and wifi is our lifeline as without it we have no mobile signal, tv freesat or even radio signal.

since living here our land line would sometime be out of service for over 2 months so last october i thought i'd change service provider to BT thinking i'd have a better service and surly they would fix my continuous faulty line.

I also took my mobile phone contract to Bt as they led me to believe i could do wifi calling, i was soon to discover that was not possible sothey agreed to  released me from the contract early for miss selling the wifi calling, i returned the mobile and have tracking receipt and signed proof they received  mobile. then in december i noticed bank charges for failed DD to Bt. i looked through all my bills and discovered they hadn't put me on the call package id requested and charged me for every call on my land line.

long story short....

1/ By march 2017 my bill was totaling £773.00 and i'd already paid £200 before.

2/ continuous faulty line were buzzing so loud nobody could hear me, over 10 engineers called out and failed to fix it.

3/ broadband speed between 0.5 - 1.0mb

4/ many phonecall about bill and BT can not explain why it's so much and even when bill charges are calculated it still does not add up to current bill.

5/ i have complained to ombudsman they accepted my case, but i can only log one problem per complaint and will have to open a separate complaint for every issue i have, BT offered through ombudsman £30 good will gesture.

6/Every time i call BT and ask for written explanation and breakdown of bills,.... the representative every time says " my account is been dealt with billing team and they will call me back 24 hour".... they never call back.

7/ they have now cut off my outgoing calls and wifi, so i have to drive 2 miles down the road every day to make a call off my mobile phone or to research internet.

8/ this has put a lot of strain on myself and most importantly my son !!!

THe list of issues i have with BT and the problems they have caused for me and my son is shockingly unbelievable .... i have no more energy to fight them and i certainly don't have nearly £800 to pay them.

please please help us... i have plenty of evidence and telephone recordings against bt, fault logs, broadband speed checks, emails,  i even have requested my case files from Ombudsman .

This is disgraceful service from BT which is put our health and livelihood at risk, they need to be stopped as they dont care what they do and what effect their sham of a company is having on people's lives

Please please help

Thankyou

ps . i have now contacted BBC Watchdog and i am looking for advice on how to take legal action against BT.

 

11 REPLIES 11
Distinguished Sage
Distinguished Sage
1,001 Views
Message 2 of 12

Re: BT Shocking service, over billing, faulty line and now cut of my services HELP

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

Moderator
Moderator
997 Views
Message 3 of 12

Re: BT Shocking service, over billing, faulty line and now cut of my services HELP

Hi @lou-lou,

 

I'm sorry to hear about the problems you have had with your service. I'll be able to help you with your complaint. Please can you send me in your details using the "Contact The Mods" link found in my profile?

 

Thanks

 

PaddyB

Community ModeratorPaddyB
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lou-lou
Aspiring Contributor
982 Views
Message 4 of 12

Re: BT Shocking service, over billing, faulty line and now cut of my services HELP

i have sent you the informaration

lou-lou
Aspiring Contributor
977 Views
Message 5 of 12

Re: BT Shocking service, over billing, faulty line and now cut of my services HELP

UPDATE :-

within 1 hour of postim this thread i have had a response to send my details to the moderator which i have done ... it is now 11.14am  28/04/2017 and iv just receaved an email saying ...

 

"Thanks for getting in touch.

We just want you to know that we've got your e-mail. This is an auto response, so you don't need to reply.

Our aim is to get back to you in 48 hrs. But at busier times, it could take longer as we are a small specialised team. Should you need an immediate response from BT please use our other contact methods which can be found on our Contact Us page.

Rest assured we'll be in touch as soon as possible.Your reference number is xxxxxxxxxxx 

Best wishes,

Forum Moderation Team

 

looking forward to see if i do get a callback this time within 48 ... would be first time if i do !

i will continue to document everything here as it hapeens between me and BT. 

Highlighted
Distinguished Sage
Distinguished Sage
975 Views
Message 6 of 12

Re: BT Shocking service, over billing, faulty line and now cut of my services HELP

Under ideal conditions, the moderators can normally deal within 48 hours, but they are running a bit behind at the moment as they are only a small team based in the UK. They will however take full ownership until any issues are resolved. They are a very good team

lou-lou
Aspiring Contributor
973 Views
Message 7 of 12

Re: BT Shocking service, over billing, faulty line and now cut of my services HELP

ok thankyou, i will advise you that i am now drafting my final letter to BT before i start proceedings for legal action and will be giving them 14 days to respond with a sutable resalution and compansation. lets hope the very good team can respond  within 14 days in writing . 

thanks again 

Distinguished Sage
Distinguished Sage
971 Views
Message 8 of 12

Re: BT Shocking service, over billing, faulty line and now cut of my services HELP


@lou-lou wrote:

ok thankyou, i will advise you that i am now drafting my final letter to BT before i start proceedings for legal action and will be giving them 14 days to respond with a sutable resalution and compansation. lets hope the very good team can respond  within 14 days in writing . 

thanks again 


Personally, I would strongly advise that you wait for a response from a moderator, as they are the best people to deal with this issue, as they have contacts with all parts of BT.

I am just a BT customer, but have been participating in this forum for a long time, and I know that the moderators handle things very well.

lou-lou
Aspiring Contributor
925 Views
Message 9 of 12

Re: BT Shocking service, over billing, faulty line and now cut of my services HELP


@lou-lou wrote:

UPDATE :-

within 1 hour of postim this thread i have had a response to send my details to the moderator which i have done ... it is now 11.14am  28/04/2017 and iv just receaved an email saying ...

 

"Thanks for getting in touch.

We just want you to know that we've got your e-mail. This is an auto response, so you don't need to reply.

Our aim is to get back to you in 48 hrs. But at busier times, it could take longer as we are a small specialised team. Should you need an immediate response from BT please use our other contact methods which can be found on our Contact Us page.

Rest assured we'll be in touch as soon as possible.Your reference number is xxxxxxxxxxx 

Best wishes,

Forum Moderation Team

 

looking forward to see if i do get a callback this time within 48 ... would be first time if i do !

i will continue to document everything here as it hapeens between me and BT. 


 

UPDATE !!!! :-

 

8.39am Monday 01/05/2017.

"Sitting in my car again 2.3 miles away from my house to use my mobile network data to check for any response from BT"

around 70 hours after they said they would contact me within 48 hours,  and still no response !

** another WASTE of a drive, WASTE of My Time, WASTE of fuel in my car (5 mile round trip everytime i go to check my mail and internet)

 

They must be very busy !!!! BUT i must not be busy or inconvinianced by this obviously!???? 

 

Ill check back in tomorrow 💁🤦🙍

Distinguished Sage
909 Views
Message 10 of 12

Re: BT Shocking service, over billing, faulty line and now cut of my services HELP

As Keith posted earlier the forum mod team are a very small team and are very busy they will contact you and personally own your problem until resolved however they are currently taking around 3/5 working days this excludes weekends and bank holidays to reply personally by email or phone  

 

they make that very clear in their reply 

 

Our aim is to get back to you in 48 hrs. But at busier times, it could take longer