Complaints procedure

I have an ongoing dispute with regards to provision of phone line/bb to a new-build property. This has been going on for months with repeated (too many to mention here) false promises, usually supplied by a barely understandable Indian accent from a call centre in India.
I have tried many times to escalate the problem to no avail. It seems impossible to get through to a manager in the UK who might be able to understand/help with my predicamant.
The latest in this ongoing fiasco (just as an example) is an email (21/03) stating latest (many times postponed) "review date" is 28March14 and I will receive a call on that date by 8 pm. Then (24/03) I have a contradictory email stating an Engineer will visit the house on 3rd April to install (er... do you want me to take yet another day off for an engineer who won't appear?) I decide to follow the link to rearrange for another date and it states "your appointment is no longer required...engineer does not need access to the house... can connect at the exchange." More contradictions.
And you know what? There is NO WAY he can do this since we still have a 500 metre 'missing link' between the telegraph pole and our house that has not been cabled (the ducting has been there since November 2013 as BT were informed.)
But all I can do is phone the dreaded 150 (but I have to use my mobile of course) and, you guessed it, hours of wasted time as I go through the whole story for the umpteenth time with someone in India. They will no doubt say "rest assured Mr Fxxx, the Engineer will be there on 3rd April, even if he has to travel 200 miles he will be there!" This is what I have recorded from previous calls - she really did say "200 miles" ha! It's just a joke. They simply do not get it - they just spout from a script and do not own my problem.
Rant over. I am not asking for help - I've given up on that. No. What I now propose to do is make detailed copies of my case notes with dates and promises and all the list of **bleep**-ups courtesy of BT and Open Reach. I will then send them to BBC (Watchdog etc), National Press, MP, Ombudsman and it's only fair that I send a copy to the Libby Barr (MD Sales at BT) who has the audacity to send me emails personally signed by her thanking me for choosing BT! Insensitive or what?!?
So please provide the following: 1 Address for your Libby Barr. 2 A "deadlock" letter which I can send to the Ombudsman.
Of course, I have no internet (and haven't had since we moved in to the new house 5 weeks+ ago) so it will be some time before I get back to the garden centre/coffee shop to follow this up ;-)
Alternatively you could call me on my contact number ...... but NOT if you are simply a Script reader from an Indian Call Centre.
We put a man on the moon 45 years ago; we could put a man on mars today; but the monopoly of Open Reach (BT company) are unable to get me a phone line. And the worst part? You don't give a to$$

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Similar Messages

Do BT have a complaints procedure

I know they have a code I am without
broadband for a week. I opened a complaint on the website about the
customer service I received when I tried to resolve the issue
I was hung up on twice and my calls were not returned.I complained
about this online I was given a number and two days later I received
an email saying try plugging in the router and pointing me to 3 web
links when they know I am without broadband useless and no mention of
my complaint about customer service.I phoned to try and discuss it and
was told the complaint was closed!, it could not be reopened neither
could I discuss it. Is this a complaints procedure? I think I will
have to complain to the regulator unless anyone knows how you are
supposed to complain.I do not know how according to their own code how
they resolve iissues to customers satisfactrion if they don'ask the
customer first and just close the call automatically

Give you an idea of how BT complaints procedure works. I have been through their procedure, it took two letters sent to them, as they said they had not received the first one. Then after eight weeks, they wrote back, no mention of what the main complaint but more on the attached prove that I supplied to back up my complaint. I received a deadlock letter. So next step was to contact Otello who took the complaint over. This cuased even more problems, in that after about five months, a manager in the UK put a note on my account, stating that in future if I rang up for tech support, the advicer had to tell me to ring the ombudsman to get support. This went on until I got the final discission from the Ombudsman and accepted it. You will find that the Ombudsman will use within his letter a lot of the same words as BT staff say are BT policy and will only suggest that BT write to you and at the most will have to pay compensation of £50.00. Also they talk in present tence and not about what was going on at the time that you made the complaint.
Hope this helps.

Re: Do BT have a complaints procedure

I have just got to the point of totally detesting the service I have had from BT in finalising my final bill. Have searched the BT Website to find the BT Complaints Procedure. I cannot find it!! The website is doing as normal sending me round in circles back to the same page each time.
Anyone know where the procedure hides??

Hi TerryWinfield,
Welcome to the forum and thanks for posting. Please use the 'contact the mods' link in my forum profile to send in your details if you need any help getting the issues with your final bill sorted. You can find the link by clicking on my username.
Thanks
Neil
BTCare Community Mod
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New Complaints procedure from 22 July 2011

http://www.bbc.co.uk/news/business-14233565
extract
The industry has a new procedure for dealing with complaints, which comes
into force on 22 July 2011.
Firms will have to resolve initial complaints within eight weeks, or
disgruntled customers will be able to take them to either the communications
ombudsman or to the Communications and Internet Services Adjudication Scheme
(CISAS).
Their decisions will be binding on telecoms firms.
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Thanks Sean for your reply.
In response to
1. When you place an order with us BT Retail, to have a phone line installed the procedure is we will arrange for an engineer to visit and carry out the work. All orders are subject to survey so its the engineers job to asses what work is required to have a line installed at your home.
My order told me that the line would be installed on 29 August, not what you have told me now. And I have been charged line rental and broadband from 29 August. As I still do not have the line I assume that I will be refunded?
The engineer that is coming out to you will asses what Openreach need to do to get a line into your home, once he does this he will send his report back to Openreach to find a solution. This will undoubtedly cause a delay in you getting service but once the engineer has seen what work is required, we can then liase with Openreach and find out what work is needed and how long it will take.
The Engineer did assess. He also installed the connection in the house and liaised with OpenReach. He left the lead outside the house and advised me that OpenReach would not need to access the property as they could now attach the line to whatever it was they do. He told Openreach the same thing. He was most helpful and left the job open to encourage OpenReach to come as soon as possible. They did indeed turn up on 30 August. With no warning and I was in Greece. They left a note to say that they needed access to the house! Told me to contact my Communications Provider. Which I did as BT send me text saying that I needed to contact them on www.bt.com/order tracking. Which I have done. It tells me nothing new and I am none the wiser. Please as a matter or urgency.
Thank you
Jackie Lines

Re: Official complaints procedure

I would like to make a compaint about the cutomer option department.
I spoke with them last week about moving my service as I was unhappy with the tv service (well my children were not happy) as it is very slow when changing the channel and scrolling, but now the service is not showing when on certain channels and have to reboot daily.
however I spoke to a lady who said that I had an old box and they could exchange this for youview which is the same as vision.
we went through the other details of my account and changed the broadband option, i agreed to change the services as they has assured me that they would exchange the box. While changing all the details she said she could not put a request in for the box change until the next day, as I would be charged for this. It was agreed that she would call be back on saturday morning at 9am.
obviously no call, called back today to speak to a very unhelpful lady, who would not let me speak to a supervisor, said an exchange would cost me £25. As you can imagine i was furious i asked to speak to a supervisor then to speak to customer complaints, she did not seem to know what to do, she said i needed to speak to technical and raise a complaint with them. I asked to be transferred and was conveniently cut off.
I have raised a complaint on my account but god know how long that will take, and in the meantime I am now paying more for a service that still dosnt work, i feel i have been duped into staying with BT then left in the lurch when other assistants havnt got a clue.
I have been with BT a long time and feel that they have not acted ethically when dealing with myself, insisting that I would get a new tv box which will work and now saying that I have to pay for it, and to make things even worse its a ridiculous amount to buy myself out of the contract as no cooling off period.
I hope for someone to be intouch with asap and resolve this matter

Hi carmerarmer
I am very sorry about this. I can understand why you would feel annoyed given what has happened.
I'll be happy to help you out and get to the bottom of this. The Mod team are quiet busy at the moment so it may take a few days but I promise we will see this through for you as quickly as we can.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
BTCare Community Mod
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td-p/30">Ratings star on the left-hand side of the post.
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Is getting rid of your complaints procedure a vali...

Your thoughts please...
Joe

Hi JQH,
Welcome to the community and thanks for posting!
I'm sure if you give us details of your complaint the community folk may be able to give you a hand to sort this out.
All the best,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
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What a bunch of **** is Firefoxes complaints procedure. They don't have one! It's all this usual **** of forums etc. You can't actually send a complaint directly to Firefox. Why don't you have a "Contact Us " link? oles!!

I already wrote my comments on the previous page!
Now *****
'''Removed profanity. Please read the rules and guidelines at https://support.mozilla.com/en-US/kb/Forum+and+Chat+Rules+and+Guidelines - FF4L'''

If you have feedback about Firefox in general, please go to http://hendrix.mozilla.org/ .
If you would like to provide feedback about your experience with Firefox 4 Beta, see [http://www.mozilla.com/en-US/firefox/beta/feedback/ this link].

High Level Complaints contact number?

Hi
I've got an issue that is turning into Groundhog Day which is covered in a different thread (service getting provisioned and that BT cancelling the order shortly afterwards, this is happened three times in two months now). I'm not getting any response on trying to escalate, so in effect BT's complaints procedure isn't getting followed making it impossible to get a deadlock letter allowing me to go to arbitration.
Does anyone have a current contact number for BT's High Level Complaints department? Not too interested in a postal address, BT are a telecommunications company after all and if the only way of contacting them is mail.....
Thanks in advance.
Jimmy

Hi Jimmy,
I've checked our email queue and we still don't have one for the address registered in your profile. I'll drop you a PM and we can take it from there.
Cheers
David
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Official Complaint

I would like to know who I need to speak to or email to actually get a complaint responded to?
I do get lots of promise that a 'Manager' will call me back and no one ever does. Ofcom seems the be the only option at this point.
Thanks in advance

Hi enorth,
The way this forum works is by firstly allowing the forum community to help you.
If the community members can't help you in anyway, then you may be offered help by the BTCare Team (mods).
The BTCare Team (Mods) are a UK based specialist team. They operate on a strict case by case procedure, once a request has got to the top of their inbox.
If you would like the community to help you, please can you state what issues and problems you need help with.
Alternatively you can go through the complaints procedure by contacting BT directly by either:
1) Going to here
2) Writing a letter to (include account number and telephone number) :
Customer Service Manager,
BT Customer Correspondence Centre,
Providence Row,
Durham,
DH98 1BT
Cheers
jac_95 | BT.com Help Site | BT Service Status
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No Broadband, No Customer Service, No Complaints p...

We lost broadband and line connection over a week ago. Since then myself and my husband have spent / wasted hours on the phone - to India where we have been made to repeat the same information ad infinitude. Despite talking to someone for over an hour about our lack of broadband - when we asked for a contact number in customer services we were told BT don't have a customer service department and we could "go on the website" to check how to complain ! We would live to do this but we can't get on a website if have no broadband!
We have had an engineer who fixed the phone line and then shrugged and told us "broadband's not really my thing" leaving us unconnected and facing two more hour long and useless conversations to India.
I have no faith in BT resolving our problem I now simply want to find out how to make a complaint and how to terminate our contract - without ringing India! We have lost valuable work time due to this problem and cannot continue to stay with a provider who cannot "provide". We will bear eking to be refunded for this months bill as we have not had any service from BT.
Any advice from anyone who has successfully found a complaints procedure or a contact number or address in The UK would be much appreciated . We just want this nightmare over and to be able to work uninterrupted with Internet provided by a company who values customer service.
Thank you

I must be missing something - if your phoneline is now fixed and your phone is now working without any noise problems then i don't understand how your broadband now does not work can you explain your comment 'the It is a problem outside of our property - the broadband connection is going into someone else's property. '
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Formal Complaint - Does BT Care ?

After many many faults on my phone and broadband service, I want to make a formal complaint about my latest fault. Does anyone have a WORKING link to a formal complaint procedure ?
I've tried the "contact us" routes but am getting nowhere fast, a weblink would be really useful as I want to take this complaint as far as possible up the BT food chain.

Hi hancocp,
I've replied to your post on BT Infinity 2 Speed Issues.
Cheers
David
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

A Tale of Woe --- Infinity Installation

It's now over a month since I originally ordered infinity and telephone with BT, and I have neither - both have never worked at all. There have been multiple failings on the part of BT, from two engineer visits (who failed to properly document the fault) and the technical faults team (who did not listen to me, did not record information properly and did not properly assess the fault).
I've been very patient and polite throughout the whole endeavour; however I’m now being told that I have to wait another month to have my broadband and phone line installed. This is not acceptable, and is over 2 months since I originally ordered! If BT had listened to me, or functioned in any type of efficient manner, my situation would now be resolved. I can't even find the correct place to document a complaint, so public is always best.
Timeline.
14/12/2013. Ordered Unlimited BT Infinity 2 and phone line. THIS IS A COMPLETELY NEW INSTALLATION. We had just moved into a new property, and have NOT had a broadband or telephone connection before at a previous property.
24/12/2013. Engineer arrived to install broad & phone. He failed to get anything (either phone line or broadband) working. He said that there was an issue with PCP. The line had been set up on the incorrect "green box" - one that was over a mile away, instead of the box just down the road from us. He said, it looked as though the line had been transferred from the previous owners to us, instead of being set up new. He said that he would report this back to BT, as it required an Openreach engineer to sort it out. HE DID NOT DO THIS.
27/12/2013. I called BT, and went through an automated system. This tested the line and found a fault on the line, generating an automated response for the fault on both the phone line and the broadband.
27/12/2013. I called BT again, as I was sure that I should explain what had happened with the engineer (and explain the problem with the PCP) - I was confident that the automated system would not be enough to get this problem fixed in the most efficient way. I was told that a general fault had been found in BT's network, and that it would be fixed on the 06/01/2014. Instead of listening to me about the issue with the PCP (which had been explained to me by the engineer), the CSO bluntly refused to take the issue further, stating that it was a "general problem in BT's network" that would resolve my issue once dealt with. As above, this is NOT a BT network problem, it is a problem that is specifically to do with the property and how it's been routed. I was told that if it did not resolve the problem I would be entitled to "compensation" - which I am now due. I specifically asked the CSO to make a note of this on the file.
02/01/2014. The Broadband fault was closed with absolutely zero feedback to myself or anyone looking into it.
02/01/2014. I contacted BT via chat so see why the broadband fault had been closed when it was not working. I was told that the broadband would not work with the phone line error. No explanation as to why it had been closed was forthcoming. CSO was blunt and unhelpful.
06/01/2014. The Openreach engineer arrived. Lo and behold, he told me EXACTLY the same thing as the previous engineer - the whole set up from the beginning was incorrect. We have been set up on the wrong PCP, and the line needs to be set up again from the sales end. He did a 5 minute line test and then left. I had to wait 10 days, for a 5 minute chat to tell me something that I already knew, and that, had the CSO I spoke to on the 27th listened to me, would probably be fixed by now. THE ENGINEER DID NOT REPORT THIS.
07/01/2014. Once again it was up to me to contact BT to have the matter resolved. Spoke to tech help and requested that this matter be looked into urgently. I was told that the engineers marked the fault as fixed – contrary to what the engineer himself told me yesterday. Apparently this “fault” needs to be sent back AGAIN to the engineers to get reinvestigated, and I would be contacted in 24 hours. I said that I would like to hear back within one hour (as I just keep getting fobbed off), and the CSO “Ratna” agreed that I would be contacted at the time specified today by them or their supervisor. The call-back came (2 hours late), which was then apparently too late for the CSO to contact the relevant team and hear back from them today – so they will be calling me tomorrow. BT has now agreed that there is a “cabling issue”.
08/01/2014. Had a call from BT at 1pm today – unfortunately this was during my lunch break and I missed it. No message was left to inform of what it was regarding, or what the call-back number was.
08/01/2014. Spent half an hour in a queue waiting to speak to a chat agent only to be told (when I reached number 1 on the queue), that the session had been cancelled as there we “no agents available”
08/01/2014. Went through the chat queue again however Ratna had apparently gone home for the day, so I spoke to Sanjog instead. I was then told that the engineers need more time to check the fault and that I would get a call back tomorrow. Sanjog then proceeded to reject the “cleared” mark on the fault (again?), and tell me that the engineering team close at 5 so he would be unable to contact them now.
10/01/2014. Didn’t get a call back yesterday, so spoke to chat again today. I was told that the line was connected to the wrong distribution point (as I told the BT on the 27th December), and that the technical faults team would be unable to deal with it. I was then told that I would need to speak to customer options, and that they would need to place a new order for the line. The CSO on chat, then called me to transfer me to customer options. After about half an hour on hold, I spoke to the same CSO, and was told that customer options would actually be unable to deal with it, and that she would need to send an email to the engineers and that they would be contacting me directly today.
10/01/2014. Spoke to the sales team this afternoon who went through the process of setting up a new order. I was told that I would need to wait until the 27th January for the engineers to come out to install the new line. Half way through setting up the order I was put on hold and the line cut out after about 10 minutes.
10/01/2014. I expected an immediate call back to complete the order however this did not occur. Instead, it was left up to me to call back and spend an hour on the phone trying to find someone to complete the order. I eventually found the same operator who completed the order for me. I was then told that I would need to wait until 25th February 2014 for the new line to be installed. I said this was not good enough (and she agreed) as it was nearly a month since placing the original order, so she sent an “email” to her manager, who would call me back to arrange a much closer date for the installation.
14/01/2014. I never received a phone call from BT, so it was once again up to me to call and explain the same thing again, to try and have someone bring the installation date forward. I spoke to order management who (once again agreed) that the time I had been waiting was beyond ridiculous. So had to “email” an escalation claim to OpenReach in order to try to get that date pushed forward, which she did.
16/01/2014. I actually got a call back from BT! However, it was simply a rejection message “All engineering resource in your area has been allocated to work on repairs to the network as a result of the recent bad weather across the uk”. So they were unable to bring the date of the appointment forward. I find this hard to believe that BT cannot spare one engineer for < 1 hour to install a new line for me, given the huge amount of time it’s taken to get to this point.
Summary of Failings:
I was told what the issues were by two separate engineers. A new line had to be installed to the nearest PCP by placing a new order with sales. Neither properly documented this with the faults team or followed up on what needed doing. It was left up to me to try and explain.
The faults team categorically dismissed everything I said, and did their own thing. By following that processes, it took over 2 weeks for the original fault with the line to be discovered. If either the engineers had properly documented the faults, or the faults team had listened to me at the very beginning of the process, the new line would have been set up, and I would now have broadband.
On multiple occasions I did not receive call-backs that were promised and it was left up to me to contact BT. This was a failure on all fronts, technical support, engineers and sales were all supposed to call me at some point, including management, supervisors and CSO’s. This is a failure from bottom to top.
All correspondence between different teams appears to have been completed via email. I asked on multiple occasions to have the matter resolved there and then, and was always told that it would take 24 to 48 hours to complete. This is ridiculous that apparently the teams have no direct line of communication. It would have taken a 5 minute conversation with the correct person to sort out the entire mess.
What Now?
So, who do I contact to complain about this? I've had enough of the useless chat & telephone CSO's, and I'm not going to wait 14 days for a response from a letter. Does BT not have a complaints email address?

Why is so hard to complain to BT?
I just went round in circles with a chat representative who categorically refused to put me on to their manager. It states in BT's complaints procedure that:
"We aim to resolve your problem to your complete satisfaction as quickly as possible. If we can't resolve your problem immediately we will agree a course of action with you."
I've now been waiting 3 days to be contacted via the forums mods. I would hope that this has been processed as an "expedite" case, due to the fact that it's been over a month since the original order was made. This is neither quick, nor satisfactory.
I just want to speak to a manger who has the ability to do something. I'm absolutely fed up of being fobbed off by CSO's. Take a quick look at the chat transcript below if you fancy a lesson in how not to deal with a customer who would like to complain. . .
*Transcript Removed.
The "complaints specialist" CSO above did absolutely nothing to resolve my complaint and then closed the chat session!
This is seriously bad practice ^^ BT's complaints team are not even following their own complaints guidelines.
I really hope that this is an isolated case. If all cases are dealt with such disdain then BT will be suffering a Class Action Lawsuit against them in the near future. I've now wasted such a huge amount of time trying to get this issue sorted satisfactorily and not one single person in BT cares.

EE is committed to providing excellent "Customer Service"

I act on behalf of the account holder, my sister Ms Katharine ***** who is unable to deal with the account due to being registered with mental illness. She has difficulty processing too much information and at times back ground noise and general conversation can confuse her. Therefore things like dealing with bills and accounts, filing in forms and understanding what is happening around her, can be difficult. With this in mind I act on her behalf for all her accounts, mobile, broadband, Tv, Gas Electric etc.
She has been an EE customer for 20 months now and only has a rolling one month Mobile Broadband account with EE. She is not a phone customer.
I raised a complaint against a member of staff Ms ****** ***** because she contacted me to appologise for another member of staff who implied they didn't need to deal with me as I wasn't the account holder even though I am named on the account and have only ever been the person who deals with the account. After appologising for that member of staff Ms ***** then proceeded to fabricate details concerning the account and make things up on the telephone as the call proceeded. Bearing in mind she is calling me from the "customer relations" department and has all the time in the world to check the account, confirm accurate details and then call me in her own time, I saw no reason for her to "wing it" and make it up as she went along. I asked her twice if she had checked the account details before calling me and I was twice given the response "thats irrelivant". She clearly wantd to avoid answering that reasonable question. I could clearly tell she had not checked the account and this made the situation more complicated and worse. This was dissapointing considering she was supposed to be calling to resolve an issue and was a representative from the Customer Relations department. Several things she stated during the call did not ring true and it was clear she had called unprepared and was fabricating certain things or making them up as she went along. On this basis I called EE back after she hung up with the intent to raise a complaint against her as I felt Customer Relations should be resolving issues, not making them worse.
Initially when calling EE on Wednesday the 1st July 2015 and speaking to customer services in Darlington, I was told I would be put through to Customer Relations and speak to Ms ****** *****s manager Ms ****** *********.
After explaining that I wished to raise a complaint, I was put on hold while awaiting transfer to the Customer Relations department. On that day alone I was on the phone for 2hours and 34minutes mostly on hold and being transfered between the departments of Darlington, South Wales, New Delhi and North Tyne. I never got through to customer relations. Eventually I was told by a Manager in North Tyne that they would get through to Customer Relations for me and then call me back that day, to save me being on hold any longer. The call back from EE never happened that day. Something I expected as I had been told this four times in the past over the last 20 months and those call backs never happend either. I chased the matter up the following day on Thursday the 2nd of July and that day I spent 2 hours and 17 minutes on the phone. Again mostly on hold or being transfered between departments. Again I was promised a callback later that day and again that never happened that day. An email was sent to the Customer relations department requesting that they contact me directly. I did get through to the "Complaints Escalation" department but they refused to transfer me to the Customer Resolutions department even though thats where three previous staff members said they were transfering me and even confirmed the name of the Manager of that department so there is no confsuion. Needless to say I refused the offer off the call back that hadn't happened on the two previous days or on the four other occassions in the past 20 months. And to be clear I was told that someone would call me back "today".
On Friday the 3rd of July I called again as I had received no reply and spent just over 1hour and 10minutes on the phone. This time I spoke to a lovely Lady called R*** M*** in South Wales and she was extremely polite and genuine which was refreshing and completely unEE like. Although she was unable to help due to the way in which EE set up its complaints system, she was very considerate and understanding of my frustration after 6 hours on the phone over 3 days and still getting nowhere.
On Wednesday the 8th July I received a call back from the original department I was supposed to be put through to (Customer Relations) and spoke to the Manager ******* ******** who was quick to point out that she had "just received the email" sent on Thursday the 2nd of July and was pressing in getting accross her point that she had replied quickly to the email knowing the call was recorded.
The call lasted 30 minutes and I felt from the moment she called, her aim was about resolving the issue with the intent of "closing the complaint" by offering money or requesting "what I would like" as a resolution. I clearly stated the experiences I had over the past three days to raise a complaint and the just over 6 hours on the phone to EE. Again the focus seemed to be to get to the end of the call and close the complaint via an obvious cash offer. On numerous occasions she seemed to want to lead the conversation in that direction yet showed little interest in the actual complaint. It wasn't until I asked her to accomplish what she had initially called me about, namely to listen to my complaint, that she stopped talking and actually listened. Prior to her call three managers, 2 in North Tyne and 1 in Greenoch near Glasgow all stated that the original call I received "would be listened to" and checked for the things I stated in the complaint. Unsurprisingly, when I asked at the end of Ms *******s call, what she made of the conversation when she listned to it, she told me she hadn't listened to it and was unable to, contradicting the three other managers.
When raising the complaint with ****** in North Tyne, he informed me he was taking the matter seriously and was going to raise an internal complaint as per protocal and the Ombudsmans guidelines. I spent just under 15 minutes talking with him. At the end of that call, after he asked "is there anything else I can help you with today", I asked him what the complaint was about. He couldn't tell me and started to list things he was trying to remember from the conversation but none were the actual thing I brought to his attention in the first place. Therefore, how do you take the matter seriously and raise an internal complaint if you can't remember what it is? I seriously doubt that these "internally raised complaints" actually happen and it is convenient just to say they do so that the customer can then be told "but we can't discuss the results with you due to privacy and work environment practices".
I spoke to New Delhi twice while being passed from pilar to post and the line was very bad when being transfered from North Tyne and New Delhi offered to call me back. I explained to the first chap that he couldn't call a mobile broadband device as it is not a phone but the guy persisted and needless to say I received no call back. Ten minutes later, exactly the same situation and this time the chap asked for my mobile number. I gave it to him and he replied "thats not an EE number, sorry I can't help you". He then asked me why I was calling if that wasn't an EE number. I explained the account concerned a mobile broadband device and he said again, "Sorry I can't help you" and terminated the call.
Also while trying to raise the complaint I was told twice that I wasn't the customer. Obviously some people may need the assistance of a carer, social worker, community nurse or family member to help them. This is lost on EE. When they don't know how to handle a complaint, or their hands are tied by interanl system structure or they get caught lying, they resort to the tactic of asking to speak to the account holder or telling me I am not the account holder.
I have also been told on three occasions that I was being transfered to a department that I could not be transfered to. Two managers later told me I should not have been told this and that it is impossible to transfer me to that department. There were numerous other things that happened during the 6 hours on the phone to EE. If I put them in this statement, you wouldn't believe me and think I was making it up. Then again, this EE and I have read some of the other statements on here.... and they don't suprise me either.
I was offered £10 on the account for my time on the phone by a manager. By that point I really didn't care at all or bother to wuestion if it had actually been put on the account. I declined any credit or cash offer from Ms ******* ***** in her call back as I felt the service was so appauling and the structure of making a complaint to lengthy and unreasonable. I didn't wish to be just another complaint "satisfactorily deal with" by being "paid off". I have also experienced such customer service in the past and was offered a £10 goodwill gesture. It is clear to me that EE resolve complaints and internal issues by paying off customers (they call it resolving issues), rather than properly handling complaints and taking them seriously. EEs complaints system is "designed" to be difficult to raise a complaint or raise it to another level. Something the Ombudsman brought to their attention in the recent fine they gave to EE. Clearly EE wouldn't have so many complaints if it provided a customer service that was fair and easy to use and had little to complain about in the first place. Even during the call back I was told that Vodaphone was most complained about company, yet the statistics from the Ombudsman for 2015 clearly show that EE has received the most complains concerning Broadband. The thing I was calling about. Even during a callback to resolve an issue, EE still were trying say someone else was worse and deflect attention.
I was very, very happy to see the £1 million pound fine they received from the Ombudsman on Friday. Before I am insulted by any more EE staff memebers, who tell me I have the right to leave at any time, as happened twice while raising the complaint, I'd like to point out that I am happy with the product and the price I pay for it. The Product isn't the problem. It's the Customer Service.
Just because I am happy with the product, it doesn't mean I forfeit my right to complain about reasonable issues. In short I feel, TalkTalk are just inept and a bit clueless whereas Everything Everywhere and deceitful and intentionally pervasive when handling complaints. I also feel that the actual amount of complaints may be far higher than the statistics show and that customers give up complaining when being left on hold for so long or realising the complaints procedure is worthless and too difficult to use. This then keeps the amount of complaints lower than they actually are.
The service I received trying to raise a reasonable complaint was atrocious and in My personal view, clearly reflects why so many EE customers complain about the company and the Ombudsman fined it so heavily. Clearly they have not learnt their lesson, despite their statement on Friday that that fine was for past issues. I would happily see EEs licence to opperate removed or atleast brought in to question based on this and other customers experiences. If you have a complaint, don't let EE tell you, "its only you" or "its just your opinion". It isn't.... And the Ombudsman says so.
This was easily the worse Customer Service experience I have ever had in my life.
8th July 2015

Hi ,
I am very sorry for all the problems you have stated in the post.
Can you advise me what the query was? I will try help as best I can.
Thanks.

Trouble getting my phone line connected

My saga to date....
I contacted BT on 20th April to advise them that I was moving home on 29th April (to a newly built house). An engineer was arranged to come to my home on 10th May to carry out the connection. Prior to the 10th May, I had a visit from an engineer to assess the job. My house has been built in an older part of a village which still relies on telephone poles and lines going from the poles in to houses. During one of these visits, it was noted that I would need a pole placed in my garden to connect the line to, then the line would be connected from there. The reason behind this was due to the fact that my house is built low down, and to take a wire straight from the main pole would make it slope too low. I was quite happy with the solution put forward, and was happy that things seemed to be in hand. At no point was I told that the work would not go ahead on the 10th May.
This is when the problems start.......
I feel that I am living in the dark ages again. I have no phone line, hence no Internet access and do not get a mobile signal in the area I now live in! I rely on travelling to my daughters' house to use their phone and Internet access, which is not convenient.
The 10th of May came and went, and nobody appeared at the house, and I received no communication that work would not be carried out on this date. I phoned BT, and yes, I was talking to a call centre in India. When the operator finally grasped the issue that the engineer had not appeared she checked with her suppliers to inform me that there was a problem and that this would be assessed by the 14th May. BT would then advise me on the 15th what the next stage would be. Unhappy with this, I was eventually put through to the supervisor (waited 40 minutes on hold!). Got no joy from him, but the promise he would personally contact me on 15th. I had to accept this and hung up.
On Monday 13th May, I went online to check the progress of my order, only to note that my latest BT bill was ready. When I checked the bill, I noted that BT had started to bill me for my phone and broadband package from 10th May!. Blood pressure steadily rising, I contacted BTs billing department, yes once again an Indian call centre, to complain. Got the standard script from the operator - very sorry etc. During this conversation, it was realised that BT had the wrong postcode in for my house (it was the correct street, but the post code for odd numbered houses). The operator, against my pleas not to do so, cancelled my order, and set up a new order for the correct postcode. She assured me that she knew what she was doing and not to worry, everything would be fine (I had explained the saga to date to her). She set up a brand new account, allocating a different phone number, and requiring me to set up new direct debits - I'm not sure how she couldn't just change the postcode for my original account. A new connection appointment was for 21st May, and I was assured that there would be no problems I would be connected on this date.
The 15th of May came and went, and no phone call from the Indian call centre manager. I did not call back at this time, as a new appointment had been scheduled.
The 21st came, and an engineer did appear - hooray! He looked at the house and told me - I cannot do your connection. A pole is needed to run a the line to. He was able to tell me that my number had been set up in the exchange. I was more than a little angry and frustrated at this point. BT knew that a pole was required back on 6th May - why had this information not been dealt with!
Again I phoned BT, back to the Indian call centre. Explained the whole saga. He checked with his 'suppliers' to find out what was going on. Came back to tell me that further information would be available the next day. I was getting a little annoyed at the point. I explained that the work required was to erect a pole in my garden to run the line to. All I wanted was a date for when this work would be carried out. He could not give me this info saying his suppliers would not give this until the next day. I asked who the suppliers were - BT Open Reach, but he would not let me speak to them directly. He promised to phone me back the following day with the update - probably to get me off the phone. I again explained that I had no means to which he could contact me in my own home, and would require to go to my daughters house to receive the call. He agreed to phone me back at 10am on 22nd May - a time when I would go to my daughters. Yes, once again they failed to phone back!!
I again phoned back - yes back to India I went. Asked to speak with the manager - but the operator would not connect me saying he could help. Went through the saga once more - again got the text book apologies (which are getting rather annoying now). He contacted the 'suppliers' and promised that contact would be made with me within 24hours by the engineer with regards to the work being carried out. I told him that I had been lied to on so many occasions that I didn't believe that this was the case and asked to speak to BT Openreach to confirm this. He stated that this could not be done. Trust him, why would he lie to me - which I told him would be to get me off the phone. I left my daughters phone number as a contact.
24hours has now passed, and yes - once again no contact. I cannot face talking to another operator in an Indian call centre who will tell me anything to get off the phone. BT's complaints procedure is pathetic. I feel totally helpless in this. There doesn't seem to be any communication between anyone in the company. The call centre staff are telling you anything just to get rid of you. I suspect that I am now being billed on 2 accounts for a service I don't have, and no doubt will be another saga when I eventually get a working phone line.
I am no further forward to when this work will be getting carried out, and getting more and more frustrated. Is there any suggestions on where / who I can go to.
Solved!
Go to Solution.

Hi
I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Poor, poor service and STILL waiting for a callbac...

The following information is a partial capture of the service standards that we have received from BT that has led to our complaint being made. Following this extended period of time we have had to take a considerable amount of our time to try to resolve this issue. We have spent a considerable amount of time waiting for calls that haven’t been forthcoming and waiting for engineers. When we did push for an engineer (otherwise we would be waiting for another week of intermittent service) he showed up and had no notes or any idea why we had requested his call out!
You will notice that the last entry that we have made is for August 31st 2012. We have decided that our time is too important to waste on an organisation that cares so little about their customers that they cannot be bothered to follow up and resolve outstanding issues. The complaint has been sent on September 10th 2012.
Between August 31st and September we have heard nothing about resolving this complaint from BT, despite assurances that that somebody would resolve the issues raised.
The overall standard of service of BT has fallen what I would expect as a basis standard and in many cases has been deliberately evasive and obstructive. Frankly, this is the kind of shabby service that is difficult to reconcile with the image of a cutting edge communications provider in 2012.
We can only emphasise just how let down and disappointed that we are with BT.
9th August
We experienced intermittent problems with the broadband connections causing issues with BT broadband, Vision and BT Anywhere mobile.
We contacted BT to report the problem. It was confirmed that someone from the Technical Team would look into it.
We spoke with technical team and confirmed that they would complete checks and call back within a specific time.
10th August
We had continued issues with broadband, vision and mobile. Losing connection every 3-4minutes throughout the day between the hours of 9 and 6
13th August
We contacted BT again to confirm issues still ongoing and broadband intermittent throughout the day. We were assured that line checks would be carried out and were contacted at 9-45pm to explain that the situation would be resolved.
Various diagnostic attempts were made over this period involving changing filters, unscrewing the phone plate at BT’s request etc…. We were told that it was probably a faulty filter- even though it had been changed…..
I received a call a couple of days later when I was at work and a co-worker dealt with it. He said the call referred to the BT fault but no message was left.
In the meantime we received a call from a marketing team offering to sell us BT infinity ‘at no extra cost’…. This would resolve our issues and we understood this call to be part of the ongoing service issue.
23rd August. After 6pm
We called through to report a fault again and was on hold for 28 minutes. 13 minutes in I spoke with someone and as I had gone through about the telephone was told it was the wrong department and they would put me through to the broadband team. Total hold time 28 minutes
Asked to speak with a manager
Ashalt came on the phone and said that he would speak with a manager in the ‘level two team’ and find out what was happening. I said that I wanted compensation for the issues and the amount of time that this has taken with both myself and my partner. I said that it was not acceptable for this to have taken over 3 weeks to get this sorted.
He said that he would call me back to discuss compensation as I would definitely receive compensation for this.
I was put on hold and then his operator came back on the phone to say that she was putting me through. I explained that this was not what was agreed and that the manager was going to come back to me. She said that they have my telephone number and would call me after the call.
Was advised would put me through to the Level 2 technical helpdesk as this is where it had been escalated and they would find out when an engineer would be sent around.
Upon being transferred through to Level 2 the lady did not know why I was being put through. I had to explain everything again.
She then completed the following script again:
Apologies for inconvenience
Checking the line
Taking time with the check
Problem at the exchange
Sent a previous request to the wholesale team and they didn't find a problem
Send a further request
I explained that we were telephoned to say that due to our complaint they would install BT Infinity as this would help the situation. The lady confirmed that the issue needed sorting out as would still get the same problems.
I asked if i had been miss-sold BT Infinity to which she said yes.
Line test results completed and nothing is showing as an error. Explained that someone would need to come and physically check the line. Then told that if there is a fault in the flat we would be charged £99. I confirmed that we did everything that was asked of us and couldn't understand why it would be in the flat. It was again repeated that if there is a fault in the flat then we would get charged.
The ‘customer service’ operative confirmed that the earliest date for an engineer call out would be Tuesday between 8-1. We suggested that this was not acceptable and that we would be without proper broadband for the whole bank holiday weekend. The lady said that's the earliest available time. She said that she was not sure why an engineer had not been called already
Confirmed that manager a would call back to discuss compensation. We never received call.
Saturday 24th August
The BT engineer came today and fixed the problem within 20 minutes. The fault appeared to be with the connection from the terminal box outside and how our home line was attached to that. The engineer said that he had no notes relating to why we had called him out and was in the dark initially as to what the problem was. Once again we explained the problem.
We called the cancellation team to find out whether or not there would be any charges related to cancelling all of our BT services. Spoke with John.
John confirmed that there would be a cost of 159.91. I asked John for clarification of this. He said that we entered into a new 18 month contract on the 27th February. I did not know what this was for and asked for the call to be listened to. John said that they would have needed to confirm that there would be a new 18 month contract otherwise it would be invalid. John said it would take 7days for the call to be listened to. I asked for a full transcript of the call and John said that this would be provided. I asked if these were the only charges as we also have a mobile. John said that was the only figure being given to him. John offered to give me the telephone number 0800 169085.
We called this number and were put through to the Welsh Language team - Michelle. She then tried to put s through to the correct department. We then went through to the offshore team who then tried to put us through to the correct Team who then put him through to "I'm sorry the number you dialed has not been recognised".
Called through again to BT 150 number and went through to Rebecca. She managed to find the correct number and put me through to Maureen. Maureen checked the cancellation charges and advised the same figure. Maureen confirmed that she would put a note on the account as well to confirm that this would be the only cancellation charge.
Correct number 0800 0322111
12.58
We received a call from a gentleman pertaining to be a manager. When question he had no idea why he was calling me and thought it was just to check that the broadband was working. I explained that this was a complaint and that a manager was to call me back. He admitted he was not a manager. He was called Jude.
Jude transferred me through to Molly who was a manager and the phone was cut off.
Molly then called back. I summarised the situation to her (again) and she confirmed that again it was unacceptable. I asked why I was not receiving a call back from the manager that had promised me the call. She could not comment. I asked why I was receiving the call at the very end of my call back slot as this would mean that I would not have to waste even more of my time. Again she could not comment on this.
She confirmed that she would definitely help with compensation and that we have been reporting the fault since 9th August I confirmed that 160.00 would be a good starting point. I also asked several times that I wanted a full transcript of all of the calls made. This to date has not been forthcoming. I confirmed that I had been lied to on several occasions, had been given incorrect information, had not received callbacks when I had been promised them even by senior managers.
I mentioned that the service appeared to be working. Molly said that they would need to wait 48 hours before been able to close off the overall complaints process.
I asked when we would be discussing the compensation. She put me on hold and said that she would need to speak with the billing team. She then came back on the line to explain that any adjustment would take 48 hours. I said that so basically they haven't said anything and you still need to wait for 48 hours.
She said that she would call me back on Monday. I confirmed that this was a bank holiday and asked if she was actually working on that day. She confirmed that she would. I mentioned again that it was a bank holiday but she said that she was working. She asked me what time I would like a call back. I asked her what time she started work and she said at 8am. I asked for a call back at 8am. She agreed and confirmed to this.
We then received a call on my mobile from apparently Molly's manager confirming that we would get a phone call from Monday between 8-9 o’clock am and that they would call within that timescale.
Monday Bank Holiday
No call received. Called through to check at 13.47 and advised offices are closed as it was a Bank Holiday
Tuesday 28th
Call received and missed at 14.38
Call returned by me at 16.54
I requested to speak with the customer complaints manager on hold for 12 minutes.
The operator advised that he wanted to put me through to level 2 technical support. I said that I did not want to go through to them as they were incompetent and incapable of dealing with this situation and it is very disappointing that I am having to call again and chase.
Requested to speak with a manager
Sunny came on the phone and I confirmed that I wanted to make a complaint and that I was not happy. Sunny attempted to put me through to the level two technical team again and I insisted this was not the nature of the call. I wanted to complain. Sunny said that I had not mentioned this and that he could try and deal with the complaint.
I asked to speak with the center manager and advised that his manager was Rhuel. He then said that he was not allowed to give me the name of the center manager as he was not authorised.
I explained also that we were mis-sold BT Infinity as we had received a call confirming that they were calling on the back of our issue and that if we had BT infinity it would rectify this matter. We were later advised that even BT Infinity would not have worked until the issue was rectified.
Complaint finally logged under the following reference:
VOL012-xxxxxxxxxxx
Fault logged under reference:
VOL051-xxxxxxxxxxx
Sunny then advised that I should call the billing team myself as he only had a limit of £10 compensation. I explained that I cannot understand why I needed to do this and that they could not do this as part of the complaints procedure. He said it would be quicker if I did this. We agreed I would call and then he would call me back on Wednesday between 5-6 pm.
Sunny did not call back.
Tuesday 28th August 18.22
I went through to billing team and I was offered £16.42. I asked about waiving the £160 charge and was told that I would have known about being entered into a contract again. I confirmed that this was not discussed in the call of the 27 February. I was advised that I would have been sent out information and I should have read it. This ‘information’ has never been received. I confirmed that I was not happy with this and asked about about the compensation for my time and emotional distress. It was explained to me that BT don't give out money for that. I asked to speak with a manger
I was told that Jason Puchowski (who I was told was the manager) was not available and that he would call me back in 48 hours. I explained that this was not acceptable. The operator confirmed that Mr Puchowski would call me back the following day at a time between 2 and 3 pm.
No phone call from Jason was received
Wednesday 29th August 5.27
I received a call asking me if my broadband has been resolved. Understandably I was very annoyed with this as it was not Sunny or Jason calling me back but one of his team who had no idea of what the problem was. He had not even got another manager to call me back. I asked to speak a manager
I was put through to Sagarika who apparently is Sunny's manager. She said that it was due to personal circumstances that Sunny could not make the call.
I again explained the situation and that a call had not received a call from Jason. She confirmed what I was saying in that the service was unacceptable, upsetting and distressful and that the current offer for compensation was unacceptable.
I repeatedly asked to speak with the Centre Manager which by the terms of your complaints policy I was allowed to ask for this. I was advised that she was not allowed to give out those details.
I asked for the email contact for the center manager as I was putting together the complaint for Offcom and wanted to copy him in. She asked me not to do that and that she would try and resolve this.
Sagarika said that she would look into this to see what she could do and call me back that evening between 7-8 pm.
No call back received
Friday 31st August
No call back received from either manager. I had received a text from BT confirming that my direct debits were cancelled. I went online to try and reset them but couldn't do this and went through to the billing team.
Spoke with a very helpful individual who reset my direct debits. I asked if he was aware of a manager called Jason Puchowski. He said that he was. I explained a little to him about the situation and circumstances and he said that he would instant message Jason. A reply came back to say that Jason was away from his desk. Then an email was sent to Jason and the operator, who originally took my call, confirmed that I was calling and that I was very upset. He forwarded to Jason that not only did I not receive a phone call within the agreed time slot but did not receive one within 48 hours.
This was the last communication that we have received from BT on this issue.
The only communications that we have received from BT is to tell us to return their ‘BT Infinity’ box within 2 weeks or we will be liable to pay a fee.
it is now Tuesday 25th September and today I have checked the bill and no compensation or reimbursement has been received. No telephone call forth coming.

Hi
I am sorry to see you are having problems with your BT Service
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Complaints procedure

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