Photo of my unresolved BT support call - 2 hours 5...

Question

BT left me on the phone for over 2 hours without sorting out a broadband, billing and installation issues.
I spent over 6 hours in total trying to sort out a massive problem.
I have since spent 4 hours trying to get the current unresolved problem sorted.
Support agent after suport agent has promised to call me back within 24 hours with a solution.
I have spoken to 2 managers and still nothing has been resolved.
Thought I would upload a screen shot of the last call duration of 2 hours 35 mins ish. to remind BT what a bunch of useless ******* they have been in dealing with this matter.
I took a 2 hours 30 min video too which I am currently comporessing down for Utube ...
The chairman's office has resolved this twice before after high level complaints failed dismally.
Outstanding issues:
BT data base incorrectly showing our address (everytime we call in this is a problem and has been a problem for the last 3 years) (the address was changed by the post office 3 years ago and BT still use old address on 20% of their internal databases.
We had Broadband installed incorrectly .... we currently have 2 unlimited broadband lines active in the same property (Is this some kind of special BT promotion - buy one get one free? or is it because 1 unlimitged line is just not enough! ....
Our account has been billed £78.50 per month  over standard products  if the correct products had been applied.
The new Broadband line is now affecting the old broadband line and neither are working well.
The majority of advice we were given about changing the broadband was incorrect. Not sure why BT decided that another ADSL line was the solution.
On friday 29th November I called BT support at 10.35am ... I was disconnected 20 times during calls (see both adsl lines call logs to verify). The last call lasted 2 hours 35 minutes and guess what ... nothing got resolved AGAIN!
please feel free to send this photo link of my phone call to BT support ... it speaks volumes about the situation with BT.

Answer 1

congratulations to BT for failing to resolve this complaint in anyway shape or form.
Many thanks to the BTcare community mods - robbie and co in failing to resolve or in any way help this situation.
We certainly did not need 2 lines and 2 broadband coming into the house.
We asked for one to be shut down when the new Infinity product was installed.
But thanks to the mods we then had 12 months additional line charges added to the 2nd line (yes the one we have not used for 8 months and asked to be removed!) ... so far on this line alone we have incurred an additional £400 in chrages for a phone line we do not use!
To addd insult to injury the line has now been disconnected for failiure to pay for the srvices which we asked to be shut down and for which we have not used. This has now been registered as a bad debt and is affecting our credit rating.
This is now in the hands of OFCOM and our lawyer.
Robbie You will be fully aware of the issue now facing BT ... You even offered compensation of £50! but the chairmans office seemed to think there was no charges or issues.
In reality this has cost us in total on both lines about £600 in additional charges plus around 20 hours in failing to resolve the situation.
By any standards this is a total mess and was handled in the most unprofessional manner and has incurred even more charges than we already were facing for products we did not use or want and had asked to be remvoed on serveral occasions.
Our registered address is still defaulting back to an address that does not exist and this just compounds all the issues we have had and one of the major reasons that BT has been unable to resolve basic issues.
Robbie you should stand up and clean up the mess you have caused us. And BT needs to provide compensation for the **bleep** we have ben through for the last 6 months.