How to make a formal complaint - no one seems to b...

Hi all - I'm new on here and have joined to try and find some help or answers since BT don't seem to respond to 4 formal complaints... I have had broadband issues for 4 months - the connection drops off - usually overnight (I work online on nights doing shift work) and is unreliable at the best of times. I have had an engineer out - a new hub etc. THERE IS NOTHING WRONG with my set up as it works perfectly fine when it wants to. It is my belief that BT are doing some work on our lines as other people in my village have experienced similar issues. I have informed BT that I want some explanation/compensation for my loss of work as a result of the connection dropping off. I have informed them that I will be cancelling my direct debit and not paying my most recent bill because they have not honoured their contract and given me satisfactory service - let along customer service. My complaints have been ignored. I even spoke to an operator 2 weeks ago who wanted me to pay my bill and I listed the reasons why I was not prepared to until I had received an explanation from BT as to why my broadband was not consistant. He advised me that he would pass on the information and get someone to contact me. No one has. I have now been cut off and the only direction the automated telephone system will put me in is to pay my bill and be re-connected. I am feeling undervalued as a customer - stressed with my lack of reliable broadband which I rely on for my work as I work from home - and frustrated by the fact I cannot talk to anyone. If anyone can help me I would be so grateful as I'm at my wits end. many thanks in advance.

susannah75 wrote:
Hi all - I'm new on here and have joined to try and find some help or answers since BT don't seem to respond to 4 formal complaints... I have had broadband issues for 4 months - the connection drops off - usually overnight (I work online on nights doing shift work) and is unreliable at the best of times. I have had an engineer out - a new hub etc. THERE IS NOTHING WRONG with my set up as it works perfectly fine when it wants to. It is my belief that BT are doing some work on our lines as other people in my village have experienced similar issues. I have informed BT that I want some explanation/compensation for my loss of work as a result of the connection dropping off. I have informed them that I will be cancelling my direct debit and not paying my most recent bill because they have not honoured their contract and given me satisfactory service - let along customer service. My complaints have been ignored. I even spoke to an operator 2 weeks ago who wanted me to pay my bill and I listed the reasons why I was not prepared to until I had received an explanation from BT as to why my broadband was not consistant. He advised me that he would pass on the information and get someone to contact me. No one has. I have now been cut off and the only direction the automated telephone system will put me in is to pay my bill and be re-connected. I am feeling undervalued as a customer - stressed with my lack of reliable broadband which I rely on for my work as I work from home - and frustrated by the fact I cannot talk to anyone. If anyone can help me I would be so grateful as I'm at my wits end. many thanks in advance.
Hello susannah75,
Welcome to the forum & I am sorry to hear of your problems with BT.
Perhaps moving to an alternate service provider could be a preferable option for you.
If enough people were to do this perhaps BT would have to revise and offer a more acceptable level of service?

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They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
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