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markmk
Newbie
773 Views
Message 1 of 5

Outstaning problem since March 2011 !!!

Can anyone help?

 

We've have had a continual problem with our BT Line and Broadband since March 2011.

 

This problem has been logged on the BT system hundreds of times and over the past 15 months we have spoken to many different people, both in billing, technical, customer service and complaints, we have also written to them several times, but gave up when we had no replies.

 

To sum up, our broadband line drops every day, and this can be between 1 time and 10+ times, we had a replacement router sent out, but that has not helped, we have also run through the silly BT tests so many times.

 

No follow up call was made once the router was changed, which I would have thought would have happened given the length of the issue.

 

The other issue, is the phone line is very crackily and an annoyng beeping sound can be heard, this can be noticed on our end and the person we are speaking to, this doesn't happen all the time, but can be very annoying when it does, we have tried several different handsets and nothing has made a difference.

 

As I said, we have reported these issues to BT and we're always told someone will contact us back, but they never do and the only time BT calls us, is when they are calling to collect payment for the outstanding bill.

 

The only reason for the outstanding bill, is because this is the only way we can get someone from BT to call us, but their reply is "we don't deal with this, you'll have to speak to technical and nothing can be done until your bill has been paid".

 

We're sick of BT now and have wasted weeks of our own time trying to get BT to fix these issues.

 

Can anyone help or suggest a person to speak to?

 

Thanks

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4 REPLIES 4
Distinguished Sage
Distinguished Sage
767 Views
Message 2 of 5

Re: Outstaning problem since March 2011 !!!

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.

 

 

 

They can be contacted using this link BT Care Team

 

 

 

They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.

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markmk
Newbie
763 Views
Message 3 of 5

Re: Outstaning problem since March 2011 !!!

Once again BT have done it! Apparently Technical cannot help me today due to major work being done in the area.

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markmk
Newbie
761 Views
Message 4 of 5

Re: Outstaning problem since March 2011 !!!

Thanks Keith, is it an effective way to make a complaint?

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Distinguished Sage
Distinguished Sage
757 Views
Message 5 of 5

Re: Outstaning problem since March 2011 !!!

The BT Care Team take personal ownership of the problem, and will keep you updated by phone or e-mail.

They have contacts within the whole of the BT group, and have a good record in sorting things out.

 

They have helped many of the people who visit this forum, and are very pleasant to deal with.

 

If a complaint need to be escalated further, then they can help, however usually matters are resolved by them.

 

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