True and you have been a great help in the past, but to contact senior management I have found a letter works best. never used to be a problem when I worked for BT just phoned Ian Vallance on his direct line.
I am extremely disappointed by the level of service received in the past week by BT.
It has been a week now that i have been without Internet. I only get my line through BT and the internet via another source. There apparently was a fault with my line which i reported on the 16th of August 2012 in the evening. I was upset that i was told it would take three working days to sort even though i explained to the advisor that my wife had only just got home from having twins within the last week and the internet was desperately needed. The three days i could not do anything about. I was also told by the advisor that the fault was with BT equipment outside my property.
On the 20th of August 2012 a BT engineer called, knocking the door very loudly, not onlt disturbing my wife but waking and upsetting my newborn twins.
He was shown the box inside, went outside carried out some work, left after expaling all done and my internet equipement needed resetting. I received a text saying all complete. I tried resetting the equipment in the evening and it still does not work, there is no "internet" light coming up on my router despite changing filters & even routers.
So i phoned my ISP who tried to test my line but was rejected because BT had not yet cleared the logged fault.
I tried to contact BT later that evening but gave up after constantly being on hold to India!!!!!!!!!!! (thats another experience speaking to another country who's BT representatives appear to read only from a script)
Contacted BT again, 09:00, 21st August via my ISP, i have now been told a BT advisor will speak to their engineers and ring me back within 2 - 3 hours. I sit in hope.....
To date i have been inconvenienced by aggrovation, out of pocket for having to use my mobile via internet, paid for a line for which i cannot use and having to explain the gravity of th esituation to a person with broken English thousands of miles away.
Hi. Looks as though whatever you do the only way you can get a complaint sorted through BT is to go on this forum to shame them in full view of the general public. I have had 8 weeks of hell with my phone line being of poor sound quality and this affecting my broadband speed as well. I dream of 0800 111 4567 (nightmares really). Every time I ring this number and get India "PIPEX" or whoever it is now I get the same script, there is no fault on your line (even though everyone even them can hear the crackling), switch off this, reset that, hang on while we adjust your profile, all leading to the same conclusion no-one has the knowledge or the want to handle my problem. I have even tried to explain the findings of an engineer visit and been told to "shut up" and let them talk. WHO IS THE CUSTOMER HERE!!!!!!!!!!! I have had three Openreach engineers who seem to have sorted the problem and within 24 hours back to square one, same problem again. The last engineer heard the crackling line, seemed to sort it, promised 3.2 mbps and the most I got was 1.6 The day after the exchange appeared to have a meltdown, no internet for 2 days and when it came back up 0.125. Dial up is faster than this!!!!!! Lodged another complaint via email and again got response from India "sorry you've had a problem someone will be ringing you at 6pm" and I replied "not prepared to have any further correspondence with India as they are no help and rude and requested a English call back". Received reply stating "when they ring at 6pm ask to speak to English desk". Well waited for the call and no one has bothered to call. What a surprise!!!!! I have also stated I am refusing to pay my o/s bill and future bills until this is sorted. Oh please cut me off so I can report you freely to OFCOM. I dont feel I can go any further with this without going to the regulator. If there is a moderator out there who can do any better then please contact me so I can PM. Regards Ian.
Please avoid double-posting as it causes confusion. As advised on your own thread, the mods can be contacted here: BT Care Team.