BT not answering Resolver case?

[claudiesc52]

Is BT not bothering to answer complaints cases in RESOLVER?

I tried the usual way by emailing bt directly but They insist on calling me when I am unable to answer the phone. I explained this and asked them to reply by email . Nothing.. So I started a case on Resolver just over a week ago and all I had was an automated message which said absolutely nothing. Just said This is an automated message. nothing else.

And then I got an automated message on my own email telling me: we have now closed your case. with no explanation at all.

Is my only option the ombudsman?

[Peter_W]

Good morning @claudiesc52.

I'm not familiar with how Resolver work, as whilst they can provide guidance around the complaints process, I assume we would still need to speak with you directly in order to complete security etc. 

I can totally appreciate your concerns if the complaint appears to have been closed without any contact, too.

Whilst we'll do our best to resolve complaint by email, with some queries it will be best for our team to speak with you directly over the phone.

Do you know if any calls were attempted, or did nothing come through at your end?

Peter

[claudiesc52]

Yes I missed several calls and emailed them that I am frequently unable to answer calls (metings appointments, etc.) and asked that they would comtact me by email so that I could reply in my own time . I tried to call back as instructed on the voicemail and all I got was a recorded message saying BT had tried to call me and if they needed to talk to me, they would call back. 

By the way, I have found other messages on the community talking about the same problem I've had. Internet dropping every other day and BT says they can't find a fault. I 've had an engineer look at it, got a new hub, but no change.

[Manatarms84]

The best way to get something like this fixed is by speaking to the technical team who will also look after the complaint.  From the contact us page on the website the lines are open everyday from 8AM closing at 9PM in the week and 8PM at the weekend.  I'm sure there is time in a day to speak to them.

[claudiesc52]

I have spoken to them twice when it first started going wrong and apparently ther is nothing wrong

[Peter_W]

@claudiesc52 It could definitely be worth giving this another try in case anything was missed originally. 

Also is the phone you're struggling with a mobile or a landline?

When possible, you can provide them with an alternative contact number should your main line be having issues.

Peter

[claudiesc52]

The phone is not a problem. I just cannot answer it if I am at an appointment/meeting, which I am very often for health issues.

In the end as I was led to believe that fibre was more reliable and it seems to not be the case , nowI just want  to be released from my BT contract without penalty as BT seems to be either unable or not bothered to sort this problem.

when I talked to an advisor, weeks ago, he was more interested in upgrading me to a more expensive package, which I don't need

[Peter_W]

I would definitely recommend re-raising this with our complaints team @claudiesc52.

As I mentioned, ideally it will be best to speak with you over the phone, but if you list times that you'll be most reachable our team will do their best to accommodate this. 

You can also find the full details of our complaints code of practice here:

Our complaints code of practice

Peter