Escalating a complaint

[Mo_Kanj]

Can anyone help with how to escalate a complaint? I have had no landlines since April 1st

I ordered a broadband service in February which has never worked.

I have raised several complaints through the messaging service and escalated them. Today a terrible agent closed the complaint when it is not closed and the service is not working. I can keep raising complaints but will anyone ever do anything about it? 

I am considering emailing the Chief Exec of BT. 

Can anyone help? 

[Keith_Beddoe]

I have raised the issue with a moderator.

[MandyF]

Hi @Mo_Kanj,

I'm sorry for the problems you've been experiencing with your service. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks 

MandyF

[Mo_Kanj]

Well I have now escalated the complaint everywhere I can at BT and still no resolution of the fault. 

Landline - we have been without a working landline since April 1st

Broadband - service ordered on 25th February and still not working

[iniltous]

AFAIK, if you have contacted the executive complaints organisation then that usually means you cannot also get involvement from the BT Mods here , but perhaps you could give a little more detail ..you say you have no line/broadband, is this a new provide  ( so you have never had working service here  ) or the service was working and now isn’t ( to be clear , not someone else in the property had service in the past , but your own service was working and now it isn’t  ) ?

What sort of a property is it , an established property that has had service in the past , or a new build where you will be the first occupant, or at least the first occupant that wanted service over Openreach network.

Has any BT equipment been provided , but you have not had a visit from Openreach , or Openreach visited, said there is a problem , but nothing else seems to have happened 

[Mo_Kanj]

Landline - was installed in early December 2021, was working fine until it suddenly stopped working on April 1st. Since then I keep raising complaints which often get closed down, I guess someone is concerned about the length of time a complaint runs for and metrics more than they want to solve the problem? There is now yet another complaint raised since May 2nd. I have been promised visits from Open reach while fail to materialise. Last person I spoke to yesterday said it is a 'complex fault' but no further details. So still we wait, I thought it was worth raising here again but seems like this isn't going to help either. 

Property is not new and  has had service before. 

Broadband - was ordered on 25th February but has never worked since it was ordered. BT router was provided

[imjolly]

did you take up Mod offer of assistance back in april and if so what happened?  the more people you complain to the more complicated it gets

[Mo_Kanj]

Yes. And I sent all the information by direct message to the mod offer of assistance. And then.....silence. I chased but nothing happened. Which is why I was then forced to chase up and raise complaints again as no one was doing anything about it. Over a month without a landline is pretty serious isn't it?

[imjolly]

very unusual for mods not to get back to you after you have submitted the information but it can take a few days after you sent message as you join a queue of other customers waiting for mod assistance all of whom think their problem is a priority hence why mods respond by date received to ensure everyone is treated equally

[iniltous]

So Dec 21 to Apr 22 phone line was OK ( presumably phone only , no broadband service attached) and then  you ordered broadband Feb 22 , in which case was it the addition of broadband that caused the line to stop working in April , or is the timing just coincidence ( you may not be able to answer that with any certainty)
What sort of broadband was ordered ( ADSL , FTTC or FTTP ?) , also to be clear , are you raising a fault or a complaint ( they are not necessarily the same thing ) , if a fault is raised ( against the phone service , not the broadband service )  and is closed down without the fault being cleared , there is normally a process for reopening the fault report, has that been the case ?