Why can't I make a complaint about BT Broadband online?

[fatbadger442]

After a catalogue of failures from BT & OpenReach, I want to make a complaint to BT. When I tried to do so online through MyBT, it said that I couldn't and provided a snail mail address. 

I would like to say that it's incredible, but it's not, really, is it?

Anyone got an email address that I can use?

Thanks

[Kimberlin]

@fatbadger442 

I don’t believe you can actually email BT to complain as such, though if you do a Google search you can find references to emailing the BT CEO and your complaint whatever it may be might be forwarded to the Executive Complaints Team.

On the other hand, try this link:

https://www.bt.com/help/contact-bt/complaints

[WSH]

One does exist but if it is posted on here it will be removed.  I used it myself three months ago.  You'll need to Google it.

[Kimberlin]

@WSH 

Unfortunately, that’s how a lot of companies operate these days, they don’t want you to have an easy access route to complain because it looks carp on their stats.

As for repeatedly removing the email address from this forum even though you can find it doing an internet search, well that’s hardly surprising. BT has call centres that employ people to errr ‘help’.

Isn’t it odd though that it’s only when Moderators on this site get involved with the stuff people can’t seem to get solved through other channels, that customer issues get sorted? A bit like consumer champion programmes on TV that are seemingly the only avenue to get a problem fixed.

[WSH]

I think the problem there is that a company doesn’t deploy it’s most capable and experienced staff on the help desk.  They're better used elsewhere.  The help desk is a newbie’s job.  The BT Guides seem to have very little training and understanding of the systems.  Plus, they are on commission to upsell, and you can’t blame them for trying to get a decent wage.

I’ve even seen that address removed from a PM & so quickly it must be an automated filter, so there is no point in trying to post it.

Suffice it to say it’s not called “complaints”, more a word associated with fixing the problem.

[Kimberlin]

@WSH 

People employed in large call centres are sometimes not even employed directly by the company they are acting on behalf of. They read from scripts. They’re trained to be polite. Whether they actually have any knowledge whatsoever about the product they are being asked to assist with, is questionable.

[gg30340]

Is this going to be another long winded debate!!

[Kimberlin]

@gg30340 

If you want it to be. I always value your inspired contributions!

[gg30340]

Ok in that case I'll move it to the "lounge" where you can debate to your hearts content!

[ScarletP]

To the point then…

@fatbadger442   Google “BT Complaints Code of Practice”.