BT App will not stay linked to account

[Alan_in_Hemel]

I checked the fault status today and it has disappeared from my account, there is no trace of my ever raising the fault. The fault still exists on both my devices. What is the best way of escalating this?

[Michael_D]

Hi @Alan_in_Hemel 

The ticket will still be visible to our technical guides, so they best thing I can suggest would be to give them another call. They can check to see if it is still open, and the latest update. If, for any reason, it has been closed without resolution, they can get it escalated for you.

Michael

[Alan_in_Hemel]

My problem is that the options on the telephone do not cover this problem. I end up going round the houses to be told there is nothing wrong with my broadband line and it takes an age to eventually connect with a human. Even then I always seem to be in the wrong department and passed around. Is there a quick way of getting through to someone who understands this issue?

[Michael_D]

There isn't a way to choose to get straight through to someone specific to your problem @Alan_in_Hemel.

It would be a case of speaking to our technical guides, and they'll see if they can help, and if not, they'll get you to the right place.

Michael

[Alan_in_Hemel]

I have raised a complaint with the Communications Ombudsman with regard to BT's inability to fix this fault. I will post any outcome here.

[Peter_W]

Good afternoon @Alan_in_Hemel.

If you remain unhappy with how your case has been handled, then you're absolutely welcome to raise this with the Communications Ombudsman for independent review. 

We would always recommend that it's best to follow our own escalation and complaints process first though, as that way we can make sure we've done absolutely everything possible to help get this resolved. 

If more than 8 weeks have passed, or we're still unable to reach an agreement, you would then be provided with a deadlock letter to take to the Ombudsman for review.

You can find more details on all of the above right here in Our complaints code of practice.

Peter

[Alan_in_Hemel]

The Ombudsman has provided a response from BT who have admitted they have not managed my complaint well and offered me £50. However, they say they are unable to fix the fault. I have rejected this and asked for a more detailed explanation as to why this fault is still occurring after many months. I will update this post when I receive any further information.

[Alan_in_Hemel]

No further information has been forthcoming from BT with regard to their inability to fix the fault. The Ombudsman has said there is not much more they can do about this but has suggested to BT that they up their compensation offer to £75. I am less than happy with this outcome but do not see what else I can do. I am sure that I am not alone in experiencing this fault.

[zulu17]

There are I think two isues here.

First the root cause which as I posted back here in March

The real solution would be to fix the fault in the My BT app , clearly BT are aware of issue with the app.

Secondly there is the issue of how BT handled the customers enquiry to Customer Support  and their subsequent  complaint and the Ombusman  has ruled on that.

There may be valid business reasons why investigation or resolution is not considered a priority or cost effective. Not all faults will get fixed.

With such a long running issue it does seem strange that Customer Support appear not to have been told that it is a known issue.  Have they now been informed I wonder ? There are lessons to be learnt I hope they are.