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CatastrophicFailure
Aspiring Contributor
879 Views
Message 1 of 14

Re: Official Complaint

I've been trying to order BT unlimited broadband for several weeks.  Despite telling them in several phone calls and emails that they had the wrong address for the phone line they assured me that all would be well and a new hub would be sent to the correct address and the engineer would be directed to the correct property.  This turned out to be false as the new hub wasn't sent out and the engineer of course went to the wrong address.

 

I raised an official complaint, well actually I tried to raise it several times but was fobbed off until finally someone gave me a complaint number, a manager then rang that day to promise me she would 'train' her staff to not lie about having fixed the problem when they hadn't.  She than promised that she was on the case and that a specialist reorder team would ring me before 8 that evening.  This of course also turned out to be false.  (maybe she needed to train herself ?)

 

The next day I raised the complaint again and was told that the previous managers senior would ring me that day and that the specialist troubleshooting team would ring me before 8pm that night.  This of course also turned out to be false.

 

Finally received a text to say 'your case has been passed to the Dundee Trouble shooter team.  One of our advisors will contact you by 8pm' the next day.  This of course also turned out to be false.  (anyone spotting the pattern?)

 

I think I will cancel the order and try Plusnet, as surely they can't be as incompetent ?

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13 REPLIES 13
Distinguished Sage
Distinguished Sage
876 Views
Message 2 of 14

Re: Official Complaint

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 a UK based team of people, who take personal ownership of your problem.

Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.

For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.

They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks

 

 

 

modpicture.jpg

 

 

 

This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it

 

 

 

Image2.jpg

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Moderator-Retired
867 Views
Message 3 of 14

Re: Official Complaint

Hi CatastrophicFailure,

 

I am really sorry that you have had so much trouble with your order.  I'll be happy to get involved and make sure we get everything sorted out.

 

Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.

Thx

Craig

BTCare Community Mod

If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.

We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.

If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
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CatastrophicFailure
Aspiring Contributor
855 Views
Message 4 of 14

Re: Official Complaint

Thanks for your time Craig however I have now cancelled the order now and intend to get broadband with another provider and take my phone service over to them.

 

 

When I rang today to cancel the broadband order and to check that my complaint was still being progressed I was told that they had closed the complaint as 'resolved'  <------ RESOLVED ?  When I queried this I was told that when a manager is tasked with calling the person about the complaint then the complaint is closed ? (even when the manager hasn't actually called yet).  Fascinating don't you think ?

 

I'll tell you what, I will contact you with what should be the straightforward task of making sure that my phone line is registered to the correct postcode and then report back to the forum whether this is actually managed (as this is the route of my problem).  Then I may consider ordering BT Broadband.

 

Deal ?

devbias
Contributor
835 Views
Message 5 of 14

Re: Official Complaint

Here, here !!

Typical example of BT customer service. I can't wait to be out of contract to vote with my feet and don't have to make anymore pointless phone calls to the overseas customer support.
Just hope anyone thinking of joining BT is lucky enough to read the numerous complaint threads before committing to BT
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Highlighted
CatastrophicFailure
Aspiring Contributor
800 Views
Message 6 of 14

Re: Official Complaint

bt07022014.JPG

Its quick and easy.....unless BT have the wrong postcode and don't seem to have anyone capable of changing it ?

 

Now I have placed this request with the Mods (who do seem highly respected) on the 06th Feb.  I await this to be corrected with baited breath !

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CatastrophicFailure
Aspiring Contributor
757 Views
Message 7 of 14

Re: Official Complaint

Just an update for everyone.

 

David (from the moderators team) has contacted me as he is attempting to get Openreach to change the address they have on their system.  As yet he hasn't had a reply from them.  Its interesting that David knew what the problem was when the 10 other people I have dealt with including a Manager and a Supervisor didn't ?

 

DavidM ?  Don't know if you will read this, but you said you phoned and left a message.  However neither my landline nor mobile had a message left on them ?

 

Also, no-one has contacted me back about my complaint, so hand up who thinks that it was actually just closed ?  I shall ring BT later and ask them and post their response/evasion later.

 

 

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johnwai82
Aspiring Contributor
746 Views
Message 8 of 14

Re: Official Complaint

Go with Plusnet, for sure I am. 

 

They have been voted for best customer service last year. At the least their customer service is not abroad. 

 

 

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CatastrophicFailure
Aspiring Contributor
722 Views
Message 9 of 14

Re: Official Complaint

Further Update - Openreach still haven't got back to the Moderator about changing the address and he is now away until the 18th.

 

That makes trying to get BT to change an address from the 14th January (when I first placed the order and told them the address needed changing) to now and counting.

 

Now awaiting a return pack for the Hub.  This is the Hub that I only received because I contacted a sympathetic Royal Mail at the beginning of the debacle.  They managed to redirect the package, sadly the engineer was not so easily foiled and bravely stuck to his guns and tried to install broadband at the wrong address despite being rang up at the time to tell him it was the wrong address.

 

Maybe its me ? Smiley Frustrated

 

 

 

 

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CatastrophicFailure
Aspiring Contributor
708 Views
Message 10 of 14

Re: Official Complaint

Trying to return the hub has now become a complete farce, one bag has been sent to the wrong address where the guy is now 'destroying' anything else that comes through as he is so sick of BT sending him things that aren't for him.

 

The replacement bag that was promised to absolutely arrive on wednesday at the latest, to the correct address, has of course NOT arrived.  I'm now looking forward to the moment BT will try to bill me because I haven't returned the hub within two weeks.

 

ITS POSTING A BAG, COME ON BT...YOU CAN DO IT 

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