Consumer Resolution email response time?

[Teddylife]

I've been having a very frustrating time over the past 4 years, about my Broadband service address being written down wrong on installation, so although the broadband works at my property the service address of the BT system has the wrong address and every time I need to upgrade its an issue. The issue is a bit more long winded then that, to long winded to go into all of it here, so I wanted to send an email complaint in order to keep the paper trail and get all the evidence down in one place.

I sent an email to the consumer resolutions email found in the Our complaints code of practice pdf, I saw some other people on here suggest. However I sent an email 2 weeks ago and still no response.

My broadband was due to be upgraded well over a month a go and since then has increased by £10 and the longer they take to sort this issue the higher the monthly cost seems to get. I want this sorted asap, and to say I'm loosing my will with it is an understatement. 

Any one have any information on how long a complaint sent to that email should take to get a response? or any suggestions on what to do instead? ringing the complains number seems useless as I've already spoken to every department under the sun and none of them can help, and there's far to long a situation to have to explain AGAIN.

Any help would be very much appreciated! 

[gg30340]

Email the BT CEO. You will find her email address with an Internet search.

You won't get a reply from her but her team of deflectors will get back to you.

[Teddylife]

Yea I did think about that, my partner is disabled and it is really causing alot of unnecessary stress to a vulnerable person 😩

Did feel a bit extreme but maybe that's the next step, instead of being thrown around different departments, when I'm no closer to any solved issue.

[Rach_H]

Hi @Teddylife,

Welcome to the Community!

It can take up to 10 days for our team to respond to a complaint over email, but I can understand how concerning it must be if you've not yet heard back from the team. Have you checked your junk folder, so we can ensure that a response hasn't been missed?

I can totally understand your frustration about how long this has taken to get resolved, and how concerning it must be that you've not been able to upgrade because of what has happened. We do want to get this sorted for you moving forward, and I'm confident the team will be able to do some work in the background to get this resolved.

You are absolutely able to contact the CEO regarding this, however, as they do not have account access they will direct your response through the normal process, so it is unlikely that this would get you a resolution any faster.

Rach

[Teddylife]

Hello, @Rach_H 

Yes I've been keeping a very close eye on my junk folder and it has now exactly 2 weeks now, I emailed them on the 8th of Oct.

My upgrade was due last month and mu monthly contract price has increased by £10 since then. I want this sorted ASAP, for an issue I have no control over.

Is there anything else I can do besides just waiting and hoping someone will solve this at some point?

As i mentioned I care for my disabled partner and work from home, our broadband is vital for our day to day and this whole situation is causing alot of uneeded stress and uncertainty. 

[Rach_H]

Thanks for getting back to me @Teddylife. I can absolutely understand you wanting to get this resolved as swiftly as possible, especially given the increase in price that has happened due to this delay.

I would recommend giving the team another call, and they should be able to view the complaint you've submitted on your account. I appreciate you wanting a paper trail, but they should be able to confirm everything that has been discussed with an email, so that you do have this.

Rach

[Teddylife]

@Rach_H 

How would they be able to reference my email without a complaint number? 

I assumed without any reference point this wouldn't be possible to do?

I am willing to give it a go I just really hope it's not another waste of time and yet another person promising me it has been solved when it again has not.

[gg30340]

@Teddylife 

Email the CEO.

They may well pass it to another team but you will have a) highlighted the poor service you have had and b) have a point of contact instead of being fobbed off all the time.

[zulu17]

@Teddylife  I would agree with the suggestion to email the CEO here - if the problem(s) are longstanding and the existing processes are seemily not working then alerting the chief executive office is sensible. Hopefully they will assign someone from the executive complaints team to take ownership of your complaint.

[Linzi_H]

Hi @Teddylife 

I will send over a Private Message to help further.

Linzi