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Message 1 of 6

Unable to renew contract, Diabolical Service !!

Had problems with BT for 5 months now, 3 engineers later and endless phone calls up to 2 hours,  l finally managed to get the problem acceptable but not perfect ! My contact is now unable to renew due to account showing  error at BT end, l have had 4 "brilliant agents" as BT like to call them,  none were able to fix the problem, stating they would get back to me once it is fixed, needless to say l never heard from them again. I think it is now time to call it a day with BT, they are not fit for purpose !!!!!!! 

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Message 2 of 6

Re: Unable to renew contract, Diabolical Service !!

Hi @Pp4 

Welcome to the community.

I'm really sorry to hear of your experience. I've sent you a private message to try and get you some help. Could you take a look and get back to me please?

Thanks

Chris

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Message 3 of 6

Re: Unable to renew contract, Diabolical Service !!

Re Diabolical service I sent the following letter to BT Sheffield at end of October and never been even acknowledged.

*******

*****

*******

28th October 2024

To Customer Services Manager BT

 

 

Mr George M******

EMail *******

Tel No ***********

Mobile ************

BT Account No ********

 

Dear Sirs The following is “An Eighty Year Old man’s Sad Sorry BT Tale”

 

Tuesday 1st October 

I contacted BT re cancelling BT Sport , whilst on the phone they noted I was not on Digital Voice and made arrangements for this to happen on Thursday 3rd of October .

 

Thursday 3rd October

Engineer arrived from Kelly Communications to connect Service , discovered we did not have a voice adapter as phone remote from hub. He was therefore unable to do anymore . I received a notification mid afternoon that our voice service was live . I therefore took our phone to the hub , connected it and all working . I then contacted BT and ordered an Adapter for the phone .

 

Monday 7th October

Adapter arrived via post , linked it to my hub , placed in position and working . Prior to this over the weekend I noticed hub occasionally dropping connection and this continued on Monday so contacted BT online . BT’s online diagnostics said I had a fault , an appointment for an engineer was made online for PM Thursday 10th October .

 

Thursday 10th October

Engineer arrived from Kelly Communications . Testing from the house connection he said the fault was 76 Metre’s from there . He then looked at telegraph pole , but it had a sign prohibiting climbing . He then accessed a manhole on the pavement , he came back to the house and said he thought he had the problem which he said was water damage . He then retested  but still a problem , he then accessed another manhole and said from this point going away from our property he was not “getting a ping back “ and he could do no more as cable encased in something red which he was not allowed to touch . He said he would report back to  Open Reach 

 

Friday 11th October

Engineer arrived from BT Open Reach , he tested from house connection and said fault was

45  Metre’s away . This lead him to the telegraph Pole in a neighbours garden which serves 6 properties , mine included . After making enquires as to the possibility of using a cherry picker which in the end was not viable , he said scaffolding would have to be erected as there was the previously mentioned sign prohibiting climbing . He went to the neighbours house whose garden the pole could be accessed from but there was no one in . He then left saying he hoped for resolution by Monday . He returned later saying his boss was asking if I could approach the neighbour re access . I did this and the neighbour had no problem re access but I had problems communicating this back to Open Reach via BT but I assumed someone would be on Monday . He did also say that the existing cable was very old and I should see marked improvement in performance with a new cable .

 

Whilst this was happening on the Friday I was in contact with Tech Services as I was having a problem with one device not connecting to the internet . After some time the tech person said I should take the device to an Apple Store . As it was I found and solved the problem myself after they went off , the problem being associated with a VPN App .

 

 

 

 

Wednesday 16th October

There being no sign of any one coming with scaffolding I contacted BT again . Using the online route the system confirmed that I had a fault but when I got through to an advisor they said the fault I was calling about was fixed and that I had closed it . This of course was not the case but I think it may have been closed by the Tech person I talked to on Friday . Anyway a new fault was raised an engineer was arranged for Friday the 18th . 

In the interim a Mini Hub was received from BT and was utilised when my Hub failed .

 

Friday 18th October

Stephen from NetWork Open Reach arrived . I explained what had happened previously . He then made a series of phone calls and then told me that the area was not suitable for scaffolding but they had another way of rectifying the problem with different equipment . That equipment was not available Friday but he assured me that problem should be resolved Monday 21st October . 

 

Monday 21st October

No one from Open Reach appeared .

  

Tuesday 22nd October

No one from Open Reach appeared am . Contacted BT via messaging outcome of which was that an Expert Engineer was arranged for Friday 25th  8am - 1pm . This was not what I was looking for I wanted the follow on from Friday 18th engineer visit , but I was unable to get this to happen via messaging . When I looked at the fault tracking it was giving Tues 22nd Fault Fix rejected and new appointment for 25th showing . There as no mention of the planned resolution I was told about on Friday the 18th . 

Obviously no communication between BT and Open reach .

 

Friday 25th October

Two BT Open Reach engineers appeared and replaced the cable from the telegraph pole to my property . The method used to be able to remove the need to climb the pole was to use flexible rods to loop over the top of the pole then attaching the cable to pull it over the top of the pole down to a point where the cable could be connected in again without climbing . My only concern was that although the cable was secured at the connection point it was not secured  at the top of the pole only looped over existing cables connecting another 5 properties . The pole is in a very open position re weather elements . The cable was then connected at my property and fault repaired .

The engineer when finished told me that speed prior to fix was 17 and after the repair 33 , not sure what the term was re the measurement . He also said that I was the only connection from the pole with old copper cable , he reckoned 60 years old and not used in the past 15 years .

 

Conclusion :

This whole saga was for myself and my wife extremely upsetting and harrowing with all the calls that had to be made and waiting in for people to attend . Communication between Bt and Open Reach in this instance was very poor and each call seemed to put us back to square one. I reached out to the BT Community at one point and received some sympathy regarding the situation I was in . 

It appears to me now that as a long standing BT customer I have been paying for a service that probably was not to the standard expected due primarily to the old cabling . 

I hope this leads to some improvement in communications back to customers . 

 

Yours Sincerely

George M******

[Mod edit - removed personal details]

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Message 4 of 6

Re: Unable to renew contract, Diabolical Service !!

Good morning @GGM1

Thanks for taking the time to share the experience you've had here.

I'm glad to hear that this was resolved for you in the end, but I can totally appreciate why this caused you so much stress, and am concerned at the lack of update on the complaint that you raised. 

Which address was it you sent this to, was it the one listed on our complaints code of practice?
Peter

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Message 5 of 6

Re: Unable to renew contract, Diabolical Service !!

Delighted that at last someone knows of my fiasco . Yes the letter was sent to the Sheffield address Thank you

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Message 6 of 6

Re: Unable to renew contract, Diabolical Service !!

Thanks @GGM1, I've sent you over a private message so we can take a closer look into this. 

Please check your Community Inbox and you should see this in there now 😊

Peter

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