Soldato
- Joined
- 14 Jul 2007
- Posts
- 3,443
I am having tremendous issues with BT and my internet connection and was wondering if anyone has had any methods for getting a decent outcome from call centre type complaints without feeling the need to throw themselves out of a window or in front of a passing train.
To cut a long story short I got a fibre install in March to replace my ordinary connection, it worked flawlessly for a week with speeds as advertised and all was good. It then began dropping out for increasing periods of time until the point came where it was completely unreliable and latterly even when it was connected speeds had dropped to an unacceptably low level making it largely unusable.
As things stand I have made 17 different phone calls to BT, had one engineer visit, taken a day off work for an engineer visit where the engineer didn’t turn up because the call centre operator made a mess of booking it, sat in waiting for phone calls that have never been made to me and just generally had a horrendous experience which is still ongoing.
I have now been escalated to a complaints person who I’m now dealing with directly and hopefully it will be sorted out in the next wee while. When this happens there will then be the inevitable question regarding what I am compensated for and what is reasonable to ask for back. I don’t believe in a compensation culture and I have no problem accepting that things go wrong and need to be fixed and that people make mistakes, however I feel this has gone on far longer than it should have and that I have gone out of my way to be reasonable and to give them opportunities to fix things. I obviously expect to be credited for the actual payments Ive made to BT for a service that doesn’t work, and possibly the activation fee Ive paid too but over and above that what do people think?
17 phone calls taking no less than 20 mins each – up to an hour in many cases
Travelled 26 miles back to the property to let an engineer in having been cold called to say he needed access to fix the fault
Taken a days leave from work for a second engineer visit who as explained above was never going to come.
Potential for another days leave from work for another visit if the problem cant be solved externally
Waiting in the house for call backs from the network team that never arrived
Subscriptions that I cannot use because the service remains broken – Netflix, Spotify etc etc.
At what point does the constant messing me about become unreasonable? I have no problem with the day off work, or the travelling to let the engineer in or indeed waiting in for call backs – had they happened and/or fixed the problem but due to the ineptitude of the staff they have not. I have done all that’s been asked of me and still don’t have a functioning service. Am I entitled to ask for compensation for this and what will they say. Basically what is reasonable?
To cut a long story short I got a fibre install in March to replace my ordinary connection, it worked flawlessly for a week with speeds as advertised and all was good. It then began dropping out for increasing periods of time until the point came where it was completely unreliable and latterly even when it was connected speeds had dropped to an unacceptably low level making it largely unusable.
As things stand I have made 17 different phone calls to BT, had one engineer visit, taken a day off work for an engineer visit where the engineer didn’t turn up because the call centre operator made a mess of booking it, sat in waiting for phone calls that have never been made to me and just generally had a horrendous experience which is still ongoing.
I have now been escalated to a complaints person who I’m now dealing with directly and hopefully it will be sorted out in the next wee while. When this happens there will then be the inevitable question regarding what I am compensated for and what is reasonable to ask for back. I don’t believe in a compensation culture and I have no problem accepting that things go wrong and need to be fixed and that people make mistakes, however I feel this has gone on far longer than it should have and that I have gone out of my way to be reasonable and to give them opportunities to fix things. I obviously expect to be credited for the actual payments Ive made to BT for a service that doesn’t work, and possibly the activation fee Ive paid too but over and above that what do people think?
17 phone calls taking no less than 20 mins each – up to an hour in many cases
Travelled 26 miles back to the property to let an engineer in having been cold called to say he needed access to fix the fault
Taken a days leave from work for a second engineer visit who as explained above was never going to come.
Potential for another days leave from work for another visit if the problem cant be solved externally
Waiting in the house for call backs from the network team that never arrived
Subscriptions that I cannot use because the service remains broken – Netflix, Spotify etc etc.
At what point does the constant messing me about become unreasonable? I have no problem with the day off work, or the travelling to let the engineer in or indeed waiting in for call backs – had they happened and/or fixed the problem but due to the ineptitude of the staff they have not. I have done all that’s been asked of me and still don’t have a functioning service. Am I entitled to ask for compensation for this and what will they say. Basically what is reasonable?
