PROBLEM FOR MONTHS AND STILL NO RESOLUTION

Question

I have had a problem with by BT Broadband service since it was installed over a year ago. I have spent so much time on the phone to the technical support service that I feel I know them better than I know my own family. I'm even considering learning Pashtu or Dari to allow my conversations with the BT tecnical support team to progress quicker.
So what is wrong, simple my service doesn't work it drops in and out and having become so frustrated with it i asked to cancel my contract and was told that I would have to buy myself out of the remaining 6 months of my contract. Despite telling BT that the problem was not at my property (Ive been a communications engineer for 32 years) I agreed to take a day off of work so the engineer could visit. he was in my property for 4 mins and 54 seconds before he said "your right mate theres nothing wrong here!" he then went off to check the local DP and then the server. I was then eventually told that the problem was caused due to the distance that my property was from the DP and the server, it was too long for the copper cable; something that BT knew when they allowed me to take out the contract. After months of discussion I was then told that they were not able to fix my problem and that I could now leave my contract without any financial penalty, I declined and said that I would like BT to fix the problem. They have now said that they cannot fix the problem so I have asked for a deadlock letter (something that I have been asking for since Jan 15) so that I can take the matter to the ombudsman, I also asked for transcripts of all of my calls, both of which I haven't received despite numerous requests and an agreement to pay for the transcripts to be produced. I was promised on 28 March that my case was now being dealt with by a specialist team who would definately be in touch with me by 04 April, yet nobody called me back. My normal routine now is to (a) have no reliable broadband (b) Speak to BT Technical Services on a daily basis only to be told "please give us another week to sort this out". I have this time spoken to a customer service adviser in the UK who told me that the only way to proceed was for me to cancel my contract and then it could be investigated to see if I was entitled to any refund. I then asked for BT to write or email me stating that (a) if I cancelled my contract that I wouldn't be liable for any financial penalty and (b) that I would be entitled to some sort of compensation. I was told that this was not possible as I had not registered any complaint!
So tomorrow I will place the matter into the hands of a solicitor and aim to tak legal action against BT for breach of contract. I cannot go the the ombudsman as BT refuse to give me the dead lock letter and the transcripts of my numerous calls.
Well done BT a superb service, I can't see why anyone would take out a contract with BT. At my last address I had my broadband with Virgin and for 3 years I didn't have any issues!

Answer 1

As to why when given the option of cancelling I chose not to, I believe that BT can solve the problem but choose not to as it is financially prohibitive to them to do so. Therefore it is easier and cheaper for them to offer a cancelation without charges, hoping the customer will just leave and stop complaining. What I want BT to do is to honour their contractural commitment and provide me with the service stated in my contract, the service I have paid for and continue to pay for. BT are quite happy to take your money but dont want to invest in their infrastructure and provide a decent service, especially for customers in rural areas. Perhaps they should consider this before they enter into a contract, afterall it is a two way agreement.
I now feel so frustrated with BT's inefficiency that I want to take my case to the ombudsman but BT refuse to provide a deadlock letter and transcripts of calls, prefering to employ some sort of delaying tactic.
I wish I'd nver entered into a contract with BT, my internet still doesnt work and despite admissions by BT staff that it is their problem I'm expected to just put it down to experience and walk away!
The manager that I spoke to yesterday assured me that I would be compensated for loss of service but would not commit to putting that into a letter or email, why? If that is what is going to happen then be willing to put it in writing. A shocking customer service experience and judgng by the other posts on these forums I'm not alone.