Help - BT are a joke

shifty_uk

shifty_uk

shifty_uk

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The BT phone line in my grandmothers house has been down since the 1st of December. Her, myself and other members of the family have been on the phone to BT support quite literally every second day. It's beyond the point of being excusable. Every phone call is met with an apology by some monkey in broken English and we're told it'll be fixed by Friday...every single week. Friday comes every week and it's not done. They said it was a major fault...I haven't seen an engineer since the first week of December!

She's elderly so for obvious reasons requires the phone, she's been using her pay as you go mobile to call their support line which they eventually agreed to give her free calls on - less than 12 hours later they called back saying they'd have to disable the free calls because an engineer had got onto the issue - this was 3 weeks ago!

I'm switching it over to Virgin, haven't done so until now because you always think 'nah, surely it CANT take that much longer'. Until the virgin line can get installed, I want it back up immediately and refunded - they're still billing her for it!!

Any thoughts on what I should do?
 
Maybe I don't get telecomms but if it's an actual fault with BT infrastructure wont that mean the issue will still be there? Technically you're just renting the line of Virgin who are renting it on BT infra?
 
Vanilla said:
Maybe I don't get telecomms but if it's an actual fault with BT infrastructure wont that mean the issue will still be there? Technically you're just renting the line of Virgin who are renting it on BT infra?
Click to expand...

Depends if it's WLR or Virgin have their own lines in. Where I live they have their own.
 
Final straw for me with BT was when they repeatedly kept logging a fault as fixed when it hadn't been (I can only assume it was to try and avoid paying compensation), this was after a long list of other problems. I'm now with Sky for phone and FTTC and I never want to deal with the clowns at BT ever again.

All you can do is keep hassling them and always ask for an escalation.
 
It took me four months to get my BT phone line installed. They charged me the full amount for that time despite me not even having a phone line! They refunded the broadband but I still had to pay line rental.

Absolute joke of a company. Their call centre staff don't speak proper English which is the main cause of the issues people have.
 
doofer said:
Final straw for me with BT was when they repeatedly kept logging a fault as fixed when it hadn't been (I can only assume it was to try and avoid paying compensation), this was after a long list of other problems. I'm now with Sky for phone and FTTC and I never want to deal with the clowns at BT ever again.

All you can do is keep hassling them and always ask for an escalation.
Click to expand...

Bad news, your Sky line is still owned by BT and any faults will go through them. Apart from LLU faults, that is.
 
Email the CEO (politely) stating exactly what has been going on - when I was in a similar situation I did this, and the issue was then resolved almost immediately, with numerous Managers ringing up to check on progress and offers of compensation.
 
She doesn't live in Gloucestershire does she by any chance?

My Grandfather lost his landline since around the same time, I did a bit of investigating and it turns out BT had literally swapped his phone number with his neighbors (who are with Sky!). His neighbors have no working phone at all.

They cut off the working line earlier today so we hope that means they are changing it back...
 
Contact them via Twitter!

Seriously, we have just waited nearly 3 months to get a line installed. After contacting the support team a whole load of times and getting lied to and getting nowhere, we ended up having a rant on Twitter.

To our surprise we were contacted by https://twitter.com/BTCare who took our issue and have been really good with dealing with it. We got a guy called Paul dealing with ours and he really fought our corner, and even escalated the job to the directors office. Everything ended up happening when he promised it would and he staid in contact when anything changed.

Crazy though that the really official communication channel of Twitter is the best way of getting anything done!
 
Tell gran to take a dive then ring the daily mail and tell them she couldn't call for an ambulance because incompetent BT wouldn't fix the line.... BT will insta-sort it out and Daily mail will pay a small sum for a story they can feed to their feces throwing audience.
 
Sorry for the thread hijack but had a quick question on a similar topic.

We are about to move into a new house, we currently have a bt line and 02 broadband in the flat and have been signed up for 8 months.

I was hoping to move to virgin or sky in the new place, is moving house grounds for early cancellation? If not what would be the cheapest or quickest course of action to achieve our desired outcome?

Thanks
 
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