The worst experience ever from a broadband company just keeps continuing….

[Buzyizzy21]

Very briefly, moved to BT when home move 30/6, no WiFi due to their mistakes until Openreach came out on 28th July. 
it’s been a littany of mistakes by them, now claiming I was live on 21st, want 2 months bill paid, 14 days up tomorrow. 
complained 2 weeks ago tomorrow, heard nothing. 
where can I go now? I’m desperate for someone at BT to sort this out. 

[gg30340]

Call BT Billing at 0330.1234.150 and lodge a complaint.

[Buzyizzy21]

I have. They opened one and then 5 mins later they closed it (text message). I’ve also emailed a complaint 2 weeks ago and had no response. I am finding all this quite upsetting now.

[imjolly]

is this a new build or were there previous owner/occupiers?  you moved to  BT so which ISP were you with before move.  were you retaining your phone number or just broadband only?

[Buzyizzy21]

I am renting. I had EE before, which I would have been happy to keep, but EE told me it was copper wire and I needed to go to BT. 

[Buzyizzy21]

I haven’t had a landline for years. 
First it was supposed to be live on 30th, then told they had activated wrong address, would go live on 21st July (!) then when it didn’t, they eventually agreed to get an engineer out on 28th and he fixed it as it wasn’t connected at the cabinet 1/4 mile away. 
BT now saying my line was active from 28th, nope. 
asking for 2 months WiFi when I’m still within my 14 days, nope response from official complaint. 
Complete nightmare and actually since it’s within 14 days of going live, I’d quite like to cancel the whole thing, but everyone I speak to clearly doesn’t know everything that has gone before! ☹️

[Rach_H]

Hi @Buzyizzy21,

Welcome back to the Community!

I'm sorry to hear about the trouble you're having. I'd recommend reaching back out to our team and asking for your complaint to be reopened, so they can work to get this resolved for you. 

Rach

[Buzyizzy21]

So to call them again and be told another load of rubbish by customer service agents that read from a script? 
No, I’m not wasting more of my life. 
I need a specific person to write or email to for this. Openreach were very accurate in their description of them. 
I don’t “reach out” as I’m not american. 
How hard can it be to find someone senior who will sort this out?

[gg30340]

Who did you email at BT? They do not normally deal with email complaints.

Having said that , email the BT CEO, you will find her email address with an Internet search.

Your email will not get to her but the Executive Complaints Team should pick it up and deal with the complaint until its resolution.

[garybs29]

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@Buzyizzy21wrote:

So to call them again and be told another load of rubbish by customer service agents that read from a script? 
No, I’m not wasting more of my life. 
I need a specific person to write or email to for this. Openreach were very accurate in their description of them. 
I don’t “reach out” as I’m not american. 
How hard can it be to find someone senior who will sort this out?

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By calling as advised, whether you like it or not that is the correct response & moaning on here isn't going to get you anywhere quicker