How do I escalate my complaint beyond customer service operators

[Madpeter]

you dont normaly directly contact that team.

you will want to get a complaint opened (can be done on the phone if you dont have access to the bt id)

https://www.bt.com/help/contact-bt/complaints

the normal team fixes alot of the issues with getting a engineer out or correcting a issue that needs to be fixed. or some other step if needed (over the phone is the best way for most tech issues)

then if they cant fix it you would ask a manager to take a look [can be a delay here] then if they cant fix it it would then be passed up.

[makula1]

This is correct but in my case all the tests done by customer services came back with no problem found. I had opted for full fibre and it would appear that my local exchange had not been configured to accept it. To be fair to BT, once the problem had been identified I was kept informed of the progress and also received compensation for every day without a service (51 days). I did mention in my complaint that I intended to progress my complaint to the Ombudsman once the waiting period was fulfilled but my service was repaired before that date.

Perseverance is the only weapon available.

Good luck