Terrible Service from BT - Can someone please help...

Question

To make a long story short I have bullet pointed my current experience with BT;
Hi purchased BT Infinity their top package at the time (Unlimited BT Infinity 2) on the 11/11/12 Order number #(REMOVED)
BT Engineer came and installed BT Infinity on the 12th December line – I went onto the BT Sainburys Voucher Redeem page and filled out all the information to claim my vouchers.
We then fitted our BT phone – this is where it starts
When someone calls we get a connection loss of normally 30 seconds before internet is restored
When we end a call we get a disconnect of 5-6 minutes before connection is restored
Yes the phone is connected to the “Master” socket that BT fitted when they came to install BT InfinityI then called their “technical” team whom read from their script off the screen for a full hour then performed some tests for 24 hours and called me back the next day to tell me to tell me what I already know that I am getting disconnections and arrange to send out an engineer.
Great I thought this will be all be resolved, Engineer booked to come and investigate (I forget the date think it may have been towards the end of December I think its Ref REMOVED) my girlfriend took the day off work due as their was no weekend slot available she stayed in all day awaiting the engineer called BT three times whom say they would “deffinetly” be attending yet not one phone call or text from BT no engineer came.
I phoned BT to see what had happened no explanation, a days wage lost due to BT
I then booked the engineer to come out the 22nd January (Order No# REMOVED) this time the engineer came on time tested my line went to the cabinet and confirmed that there is a fault on the outside line and it would have to be replaced; the BT engineer said I will receive an update to what is happening next.
Since then I have heard nothing from BT no phone calls, no emails no texts nothing!
So I’m stranded with a slow Internet, a phone makes a “hissing noise” when in use which the engineer said was due to the faulty line, and whenever anyone makes / receives a call I get instantly disconnected.
To top things off the Sainsburys voucher never arrived, I called BT whom submitted a request to get chased up a week later I received the voucher excellent!!! (25/01/14)
My other half  went today to get some groceries for the week with the voucher only to be told by the till lady that the card is EMPTY! Nothing on it at all!
I call BTs complaints contact number to wait 45 minutes before finally giving up.
So here I am almost 2 months down the line paying BT full price for a service im not receiving.
Can someone from a UK call centre that knows what they are doing please help me before I have a nervous breakdown, I cannot face speaking to someone who will “log my call” read from a script then never to return with an answer to what is going on?
I have submitted this via the online “complaints” feature on the BT website over 2 weeks ago but never heard anything back.
Please help.
Rich

Answer 1

Hi Rich_X
Send us an email using the contact the mods link in my profile I can have this investigated further for you.
Thanks
Stuart
BTCare Community Mod
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