Re: Abysmal customer care. mods help please

can someone (ie a mod) please help.been without a phone line and broadband now for three weeks had three different dates when situation would be resolved and still awaiting a satisfactory solution.promises of returned phone calls to my mobile have not happen on two occasions.
I fail to see how in the 21st century in one of the most technically advanced countries in the world we have to wait three weeks for this to be resolved.
I have been told the fault is due to collapsed ducting and they had to dig a trench to resolve it.How long does it take to dig a trench?
effectivley I am paying for my landline and broadband via Bt who are not providing the service.
when you ring up you effectivly get apologetic lip service but no one takes ownership of the problem either as an company (bt blame open reach who it appaers to me to be unaccountable) or individual employees (WE WILL RING YOU BACK BUT DONT).
A company is judged how it reacts to problems and BT has been nothing short of appaling so far.
Does anyone know how I can esculate my situation? or own the problem and see it through to a resolution or can a member advise the most effective way to formally complain to someone like a governing body to but me back into the year 2013.

if the ducting is under a public road/pavement then openreach will need permission from the council before they can start digging - councils are not re-knowned for there speed in granting permission
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Abysmal customer care.

About 10am on Thursday, and engineer appeared in my back garden, knocked on the door and said he’d have to disconnect my phone for about 2 hours as they needed to work on a pole down the street. I hadn't called them as my phone and Internet were absolutely fine; there were no problems at all. 5 minutes later, I lost connection.
Hours later, they still hadn’t reconnected me or come back to say that they’d finished. When I went out to look – they’d packed up and left. I called BT – and it took hours to get through. They tried to say it was down to me and said they’d get someone round to have a look in a WEEK’s time.
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BT makes it almost impossible for you to get in touch with them, impossible to get a clear update and for most of the time all they say is, ‘I’m sorry, I can’t do anything about that’.
Surely, the courteous thing for the engineers to do was to come back, tell me they’d finished and checked that I was reconnected again before moving on. The very least they could have done when I informed them they’d done something to my connection was to come back and rectify it.
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Solved!
Go to Solution.

BT do not provide or maintain the external network. This is done by Openreach who work for all service providers. BT do not get any special treatment.
I have asked a moderator to provide assistance, they will post an invite on this thread.
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, if you click on their name, you will see a screen like this. Click on the link as shown below.
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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
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

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In common with others on these boards, I am sorry to say that my recent experience of BT has been so poor that I will now be taking my business elsewhere.
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Hi bmh,
Could you drop me in an email and I'll be happy to help? Use the 'contact the mods' link in my forum profile under the 'about me' section to send me over your details. You can find the link by clicking on my username.
Thanks
Neil
BT Forum Mod
BTCare Community Mod
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Re: Abysmal customer care. mods help please

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