BT support very very poor

Question

Reported phone & internet down 9th Dec. Told would be looked 12th Dec this never happened was then told 15th Dec this never happened now told 22nd Dec . Time to look at my contract

Answer 1

Thank you for your response and advice.
If what you say is the case then I am sorry but that is an absolutely appalling way to treat customers (especially a customer of nearly 15 years!).  All the calls that I have been charged for on my mobile are to my family or my husbands family landlines, all of whom are on BT and all of whom we normally have free calls to in the evenings and at weekends on our BT phone.  Pretty much all the calls I have been charged for on my mobile are to these numbers (apart from £8 worth which were actually to BT!) and these can be verified by checking my previous BT statements against my itemised T-Mobile statement which will show the same telephone numbers that I don't normally get charged for on BT! Also a big percentage of this bill from T-Mobile is for internet useage which I have had to use on my phone at home despite usually having unlimited broadband with BT which would cost me nothing!  My previous T-Mobile statements will show that my bill is never over £8.99 plus VAT a month, so anything more than this is clearly down to extra phone and internet useage due to the BT fault (bearing in mind that I have been without these services and have had to use my mobile daily for nearly a month)!. I really don't see how this is fair and how I can be expected to not receive some form of out of pocket compensation when none of this is of my doing?