BT Complaints - Please post here

surveys

Following upon my recent talks with BT and a further discussion with them today, we need to consolidate all the complaints into one thread. Could anyone who has an 'outstanding' problem, or a problem that was resolved but not to the customers satisfaction e.g: Not paid the full amount of the refund, etc,etc, please post their complaint here. We need to have a complete list of all outstanding complaints on 'Boards' and it can then be sent to BT. Believe it or not but BT are actually very interested in this new thread and have told me they really want to see it and to tackle any problems that show up on it immediately. Over to you Guys. !
"Please" no grousing. Only Genuine complaints that are "still outstanding" or "unsatisfactorally" resolved. !
In conclusion I tested out the 'complaints' telephone number today, which is a freefone number: 1800923923 as a normal customer with a complaint. It took about 40 seconds to be connected to the actual residential complaints dept and then another 20/30 seconds before speaking to someone. ! I think this is very good, so I waited a while and tested it again. Same result only better. Overall less than 60 seconds before I was speaking to someone. !

I assure everybody that if they post a genuine complaint here, that has not been resolved, it will be passed on to BT and I believe will get priority treatment.

parsi

Would it not be possible for BT to agree to deal with complaints that we send directly to them ?

Or is it proposed we post bland threads without the relevant details that BT need (eg phone number) and then wait for BT to contact us looking for the relevant details ?

surveys

Anyone can send me a message if they prefer. I will send those on to BT as well. Whatever anybody prefers is ok. I am just trying to help everybody.

Valentia

Would it not be better to ring that number ourselves? That's what I am going to do.

EDIT: Hold on, I just rang that number and got customer care?? I have been on to them enough times already. They said there is no complaints number just an email address. I just left it. I haven't the energy of going through CC again.

dahamsta

If BT are so willing to deal with complaints, why are they fobbing the job off on an anonymous Internet user and Boards.ie?

adam

Sponge Bob

Ken Shabby wrote:

If BT are so willing to deal with complaints, why are they fobbing the job off on an anonymous Internet user and Boards.ie?

Lordy Ken , there is a new lad in charge and if he wants to fix the bloody thing his way then half the battle is to admit , however quietly , that there is a problem and to resource the solutions department a bit. The complaints department was a /dev/null bitbucket for a long time .

surveys took point a few months back, some movement was detected in the glacier recently and things cannot get any worse can they .

Lets revisit this in a month and if there is still no noticeable improvement then lets comment on that .

For the moment I would advise people with problems to do what surveys says and if the new arrangement does not work then do say so in this thread.

poor Valentia already got a fright when he heard those 'voices' in the hold queue.

dahamsta

I ain't stopping anyone Bob, couldn't if I wanted to. Like I said before, BT have had ample opportunity to change and they haven't. I don't believe they can or will, and I'm just stating that opinion. Hopefully surveys won't go off in a huff this time, but that's not my call either.

adam

Sponge Bob

Ken Shabby wrote:

I ain't stopping anyone Bob, couldn't if I wanted to. Like I said before, BT have had ample opportunity to change and they haven't.

absolutely correct and right back to the ESAT days .

I don't believe they can or will, and I'm just stating that opinion.

I believe there is hope and that evidence so far this year (reductions in complaints) is patchy at best . Nevertheless I will accept that surveys has heard statements of intent from on high where all I ever got out of BT was 'Aggie'. So I am minded this time to wait till after the Galway races and after Mayo are bet to see what unfolds.

Hopefully surveys won't go off in a huff this time, but that's not my call either.

Can we all accept that surveys never misbilled you or DD'd you in error . If he does get listened to where I have dismally failed over many years to impinge on reality in there its Legends of The Boards time for him.

We will see, I won't look hard for evidence for a month , nor will I fall out with my old mate Ken over BT of all things You can call me a gob****e if I have misread their true intent this time and the long evenings will draw in inexorably and the fires will be lit .

dub45

From a practical point of view how will Esat identify the customers who post here? did they not already say somewhere that they could not do this? (ie identify the customers?) and have they given any idea of their intentions for non boards customers?

I suppose what I am basically asking is is there a coherent plan to deal with existing complaints for all esat users and not just boards contributors?

and most importantly have they given any information on what steps they have taken to tackle two major issues - their billing system and the vanishing applications problem and while I am at it have they given any undertaking to behave like a reputable company in relation to the deposits issue?

surveys

Their (BT's) first test comes next week ! The 'Bills' are due out and I am told they have been working hard on them to get them right, knowing that it will be the first scrutiny, so this will be a little marker for 'endevour' if the bills get sent on time and are accurate. ? Hopefully I won't have to flog the PC to pay for mine and then I can continue to enjoy the posts on here. ? At least the good helpful posts.

surveys

Dub45..They didn't increase the Call Staff by 30 extra just because of Boards members. ! Its for the benefit of all their customers.:)

dub45

surveys wrote:

Dub45..They didn't increase the Call Staff by 30 extra just because of Boards members. ! Its for the benefit of all their customers.:)

All the call staff in the world wont be any good unless there is a coherent plan internally after all the Call Staff will presumably have to pass the complaints on for attention to somebody with the authority to actually resolve the issues?
And Valentia appears to have failed to contact any of the 30.

dahamsta

Sponge Bob wrote:

I believe there is hope

I don't doubt you do Bob, and I don't doubt surveys does too, I'm simply working off my own observations; namely that this new chap is saying exactly - not nearly, not almost, exactly - what the last new chap I discussed this with said. I believed the last chap too, I really felt he had his heart in the right place and that he was going to turn customer service and support around.

He didn't, by any stretch of the imagination, and I don't think that's because he didn't try, I think it's because it simply isn't possible. Whatever about the customer service and support issues, the billing issues are not going to be solved with hope and perseverance and blessed light, they'll be solved by telling the current vendor to take their pos 'solution' and cram it up their ass.

If this new guy's already did that, I'll applaud him from the rooftops. I'll also eat my hat.

adam

clubcrown

surveys wrote:

Their (BT's) first test comes next week ! The 'Bills' are due out and I am told they have been working hard on them to get them right, knowing that it will be the first scrutiny, so this will be a little marker for 'endevour' if the bills get sent on time and are accurate. ? Hopefully I won't have to flog the PC to pay for mine and then I can continue to enjoy the posts on here. ? At least the good helpful posts.

Well I got the email this morning, "your bill is available to view online" and so forth. However the BT Ireland website is down.................as it usually is this time of the month

Slaanesh

I use BT anytime, I haven't received a bill in a few months now, I've had the sevice ~3 years ish and haven't paid a cent, not through any lack of trying.

I possibly owe in the range of €1200-€1300. I rang them asking could I pay it back over time. I was then put in touch with accounts and I could never get anyone there. They sent me out ANOTHER direct debit which I filled in and sent back. Yet again not one cent debited in the last few months.

I'm gonna be faced with an even bigger bill now than the last time.

Sponge Bob

This should be a test of common sense where a payment plan is agreed and delivered by BT (over DD in correct instalments if thats whats agreed) and with any rounding done with a one off payment so if it was €1321 you could pay them €121 now and the remainder would be like 6 x €200 on top of the normal bill. What happens if you get BB in the interim ??? Etc Etc.

Can you contact this 'new regime' in there and tell us if they are willing to play ball slaanesh and how does one get the €121 into them and credited correctly in this example .

Your contact will have to vary that DD down when the €1200 is paid in full so you will need to be able to contact them in 6 months or a year depending on the payback agreement.

Dunno if their online billing can show a 'workout' as its called. That will be interesting

surveys

I started this Thread in the hope that members with genuine complaints would post to it so that their complaint could be passed on to BT for some immediate action.This was an effort to help members with a real complaint who are annoyed, frustrated, and upset by a past inability to have their complaint dealt with efficiently and promptly. However, as it appears that this thread is now also just a moaning ground and is only going over again what has already been duscussed and argued about on 'many' other threads, it would appear to have failed in its intentions. ? The only genuine complaint seems to be from Slaanesh which has already been acted upon.Hopefully there will be more over the coming weeks, but even more hopefully this thread will cease to be a 'grumbling' ground but restricted to those genuine and unresolved complaints. ? "Hope reigns eternal" !

dahamsta

surveys, the world does not revolve around you; other people have opinions, and they're entitled to express them. Calling them "grumblers" is completely illogical -- this whole situation, including your work, was caused by people "grumbling" in the first place, we wouldn't be here and you wouldn't be talking to BT if it wasn't for them. Expecting them to stop grumbling just because you had a natter with BT is not just asking too much, it's plain stupid. People are pissed off, wtf do you expect?

Instead of whining about other people expressing their opinions, why don't you do the sensible thing and ask a moderator to split this thread into two discussions? Then you might get a reputation for being constructive, rather than someone singularly incapable of dealing with a massive corporation simply because you threaten to take the ball home if everyone doesn't play your game. Grow up, ffs.

adam

Diabolus

surveys wrote:

it appears that this thread is now also just a moaning ground and is only going over again what has already been duscussed and argued about on 'many' other threads

Welcome to the Broadband forum where "My ISP SUCKS!" and advise based on opinion runs amuck.

surveys

I wonder just how I knew that you would jump in with both feet. ?? If you trawl for fish I suppose one should hope to catch a few, but not the same fish over and over again. ?
"If the coat fits, wear it" !! I think its called 'thread hijacking' ?

Slaanesh

I'll see what I can do, it's so difficult to know who to talk to and you just get bounced around the various departments.
I've just bought a house so I now have buckets of debts, the last thing I need is a €1300 bill to be payed in full, argh.

Thanks for the advice.

pugleon

I cant register complaints with them online. Even though I get billed for broadband its not listed as a service on my account profile. Have this one issue where an ftp site which works great for friends in the UK is dire slow. Wanted them to change the route, they said that'll never happen and hung up. Couldnt believe how rude the guy was, complete a**hole! Might move to NTL if their sevice in my area improves...

Diabolus

If the guy was in the call center then ring and log a formal complaint.
Or if you dont want to wait send a letter to the complaints department.
Alternatively email the bastads! surveys should have the email address.

surveys

pugleon wrote:

I cant register complaints with them online. Even though I get billed for broadband its not listed as a service on my account profile. Have this one issue where an ftp site which works great for friends in the UK is dire slow. Wanted them to change the route, they said that'll never happen and hung up. Couldnt believe how rude the guy was, complete a**hole! Might move to NTL if their sevice in my area improves...

If you want me to follow it up for you please let me have your BT account number, by PM. If you send it I will pass it on to BT's head of complaints. Could you please be a bit more specific. ? Your post is a little vague. ? Maybe its just me. ?

clubcrown

surveys wrote:

If you want me to follow it up for you please let me have your BT account number, by PM. If you send it I will pass it on to BT's head of complaints. Could you please be a bit more specific. ? Your post is a little vague. ? Maybe its just me. ?

Any chance of asking him / her about the website as well?

I can't access it at home or at work, and its only around billing time it happens. I'd like to check my bill but every 8 weeks sure as clockwork the site is unreachable for me.

Anyone else with this problem or am I jinxed?

surveys

clubcrown wrote:

Any chance of asking him / her about the website as well?

I can't access it at home or at work, and its only around billing time it happens. I'd like to check my bill but every 8 weeks sure as clockwork the site is unreachable for me.

Anyone else with this problem or am I jinxed?

Have just tried it and its ok. ?
Did you use this URL ?
http://home.btireland.ie

Foxwood

clubcrown wrote:

Any chance of asking him / her about the website as well?

I can't access it at home or at work, and its only around billing time it happens. I'd like to check my bill but every 8 weeks sure as clockwork the site is unreachable for me.

Anyone else with this problem or am I jinxed?

They send out a "Your new bill is online" e-mail to everyone at the same time (I got mine today too), so everyone hammers the site at the same time. It's not surprising that the site is slow to respond today

I was able to get to my bill, it just took a few minutes longer than it should have.

clubcrown

surveys wrote:

Have just tried it and its ok. ?
Did you use this URL ?
http://home.btireland.ie

Yup.

Tried the esat one too, but it times out for me every time. I prob won't be able to get into it tomorrow; and I'm on 3MB.

Its very odd.

surveys

clubcrown wrote:

Yup.

Tried the esat one too, but it times out for me every time. I prob won't be able to get into it tomorrow; and I'm on 3MB.

Its very odd.

Its IE !! Use Netscape. ! I could not log on using IE so I tried Netscape and I was on it in no time. !

surveys

surveys wrote:

Its IE !! Use Netscape. ! I could not log on using IE so I tried Netscape and I was on it in no time. !

netscape...
You mean firefox or mozilla?

No its not IE-dont be so ridiculous.
I cant log onto their site today either.
It takes an age loading the bt ireland dot com page and when you go to log in it just hangs...

So much for their IT

magick

ive been with bt now for more than 6mths, i signed up in november and paid the 120 euro that they assured me would b refunded to my account after the 6 month contract , 6 months have passed and no payment into my bank acc has been made :mad:

surveys

Earthman wrote:

netscape...
You mean firefox or mozilla?

No its not IE-dont be so ridiculous.
I cant log onto their site today either.
It takes an age loading the bt ireland dot com page and when you go to log in it just hangs...

So much for their IT

No, I mean Netscape 7.2 !! AND its not so ridiculous either. Unless you work for MS

surveys

magick wrote:

ive been with bt now for more than 6mths, i signed up in november and paid the 120 euro that they assured me would b refunded to my account after the 6 month contract , 6 months have passed and no payment into my bank acc has been made :mad:

Did you contact them and ask for your money ?
If you did then what did they say. ?

clubcrown

surveys wrote:

No, I mean Netscape 7.2 !! AND its not so ridiculous either. Unless you work for MS

Doesn't work with Opera, IE, or Firefox. Actually its working today, but it doesn't give you much faith in their servers or their Sys Admin if it falls over on a regular basis like that.

conical

Already a BT phone customer, ordered broadband on 31 May (from utterly useless foreign salesperson #1) ... still waiting

Called sales dept after their "15-20 day" (:eek: ) timeframe to be told by utterly useless foreign salesperson #2, that their "target date" was now 3rd of July

got transferred to utterly useless irish "customer care" rep, who told me their was "an error" which was spotted on 6 June and resolved on 16 June (:eek:) and proceeded to blame eircom for something-or-other

...and if I wanted to cancel that any other company would have to wait 'til that date too for eircom to do whatever it is they have to do.

I asked him to make some attempt to speed the process up and to call me back with any information ... still waiting


I'm trying to buy their product, why does it have to be such an ordeal?
The service I've experienced is an embarassment to the company.
I can't see what answers I'm expecting from posting here but however
...roll on July 3rd


-C

Foxwood

clubcrown wrote:

Doesn't work with Opera, IE, or Firefox. Actually its working today, but it doesn't give you much faith in their servers or their Sys Admin if it falls over on a regular basis like that.

The server didn't "fall over" - a number people have reported that they were able to connect (including me). The servers weren't able to respond to all the requests they received in a timely manner (because BT apparently don't stagger their bills).

You can't really blame their SysAdmins for that.

Sponge Bob

this is a recent problem IMO. It must be that people check their BT bills as a matter of course nowadays. Must ring ma

cassette50

Yes, received broadband from this shower last year, never managed to get a service as the line was faulty despite being told by BT it was fine . BT in there wisdom still charged me an installation fee plus 3 months payment in advance for a service I never received.

I was told it was not possible to be refunded.

clubcrown

Foxwood wrote:

The server didn't "fall over" - a number people have reported that they were able to connect (including me). The servers weren't able to respond to all the requests they received in a timely manner (because BT apparently don't stagger their bills).

You can't really blame their SysAdmins for that.

Yeah I can; we regularly release new content to large groups of people for a couple of days at a time. Our servers can cope because we plan for it; maybe for BT that means staggering the bills, or maybe it means they should plan more carefully when their max audience is likely to be hitting their website.

Either way this is a large multinational corporation whose website slows down under increased traffic on a regular, predictable basis. Thats not acceptable - I'd be fired if I allowed that happen in my workplace.

My conclusion is that BT probably don't have a clue that its happening. Thats why I raised it.

shoegirl

What is frustrating about BT is that their services are good value for money and in about 18 months I never had a single outage. (Quite an improvement on the IOL business they bought out, where at one stage about 10 years ago you simply couldn't dial in at all, because the contention rates were so high).

On the other hand, there was the billing. Originally I had a dialup account - one of these no-bills situations which took me about 2 to 3 months to sort out. I upgraded to BB a few months later and the problems largely vanished, aside from a DD being presented twice on one occasion, which my bank sorted out for me.

Then I came to cancellation. Apparently they cancelled my account but didn't close the billing account, so I got charged again. I've been told they will send me a cheque in 3 weeks time so it remains to be seen. I've cancelled my DD with the bank anyway just in case. I have yet to come accross a billing dept as chaotic as BT. As a result I've decided not to go with them again, even though I liked the service a lot.

demosuzki

shoegirl wrote:

I have yet to come accross a billing dept as chaotic as BT. As a result I've decided not to go with them again, even though I liked the service a lot.

i agree.

i had a horrible expirence (documented elsewhere on boards)

they claimed i didn't close my account and kept billing me.
along the way they said the account managment site didn't work so they couldnöt be sure if i closed my account so they settled for an amount they made up. took them over ayear to send me that money. despite many calls & email.
i believe they still owe me money.

i had months of no replies to email, endless voicemail and no returned calls.
i actually believe it is on purpose following the lowest standards of cutomer care... "don't deal with them and they give up"

i wouldn't advise anyone to use the service based on customer care.

because of input on boards.ie there was a recent 'get in touch' to fix it.
but they seemed to ignore my email.
even with i a promise to "reply in 24 hours" form letter.

i think 'surveys' has been let up the garden path by these people who havn't changed.

hshortt

I've an opposite condition, my last bill was in March. I rang today to see why I haven't been billed and I was told mine was 'rare' case and it has been logged to the global helpdesk for resolution. As explained I'll probably not now be billed until August when I'll get 5 months billed together!

Shameful really.
Cheerio
Howard

dub45

clubcrown wrote:

..................

My conclusion is that BT probably don't have a clue ..........

Precisely!

GregusManus

As far as billing period is concern I seem to be different to everybody else. I get billed from 8th April - 8thJune, 8th June - 8th August, and so on and so forth.

I noticed i could not access the BT website yesterday.

mukki

very long story, but signed up for their 6mth contract half way through a years lease in a house,
1)got over charged every time
2)never got the free upgrade that everyone else got
3) didnt get the right package, still got billed from eircom
4) rang them 3 times explained the story and got it fixed every time
5) finally got rid of eircom billing, but still only a 1mb line
6) moved out 6 months later and the new people in the house are using the phone and i am getting billed for it, about 30 phone calles and 50 emails later, and it says that my account is still active on their site


i look forwad the the new bill next week!


don't ever deal with BT

conical

conical wrote:

Already a BT phone customer, ordered broadband on 31 May (from utterly useless foreign salesperson #1) ... still waiting

Called sales dept after their "15-20 day" (:eek: ) timeframe to be told by utterly useless foreign salesperson #2, that their "target date" was now 3rd of July

got transferred to utterly useless irish "customer care" rep, who told me their was "an error" which was spotted on 6 June and resolved on 16 June (:eek:) and proceeded to blame eircom for something-or-other

...and if I wanted to cancel that any other company would have to wait 'til that date too for eircom to do whatever it is they have to do.

I asked him to make some attempt to speed the process up and to call me back with any information ... still waiting


I'm trying to buy their product, why does it have to be such an ordeal?
The service I've experienced is an embarassment to the company.
I can't see what answers I'm expecting from posting here but however
...roll on July 3rd


-C

PM'd surveys my account number, 3 hours later BT are on the phone to say the line has been enabled and to expect the router by courier on monday/tuesday

That's only a day or two ahead of time, but the difference on this occasion is that
1)the rep actually keeps the customer informed
and
2) sounds like he has some sort of knowledge/sense/understanding of what is going on.

It is a bit rediculous that a company of this scale should be relying on a member of the public to sort out customer complaints ... but it works.

Surveys, Thank you. If they're not already paying you, they definitely should be (though from what I read it may be a while before you get the cheque:p )

demosuzki

out of my recent contact with surveys

i got contacted by BT and told that they are sticking with thier notion of events.

i believe that thier managment of customer care via a system of 'ignore them and they go away' is policy and viewed as a profit centre.

karma will get them in the end.

-ds

surveys

conical wrote:

PM'd surveys my account number, 3 hours later BT are on the phone to say the line has been enabled and to expect the router by courier on monday/tuesday

That's only a day or two ahead of time, but the difference on this occasion is that
1)the rep actually keeps the customer informed
and
2) sounds like he has some sort of knowledge/sense/understanding of what is going on.

It is a bit rediculous that a company of this scale should be relying on a member of the public to sort out customer complaints ... but it works.

Surveys, Thank you. If they're not already paying you, they definitely should be (though from what I read it may be a while before you get the cheque:p )

Thank 'you'. :-)

I'm delighted. !

surveys

I would just like to add a suggestion for all those who post on this thread because of a complaint with BT. After posting could they please send me a PM with their BT account number. This will speed things even more and will reduce my own work load by getting rid of the need for me to contact them and ask for their account number..
If someone posts, but does not send any PM I will presume they do not want to take it up with BT....
For those who have 'already' posted a complaint on here and want to take it up with BT, please send me a PM.
Thanks..:)

dub45

Surverys with the best will in the world this system is nonsense.

Why cant BT provide a proper number for people to ring who have problems?

As a previous poster pointed out it is ludicrous that they are depending on you and in fairness to yourself totally unrealistic to expect you to be acting on their behalf.

If they are as serious as they claim it is time that they got their act together and set up a properly staffed system with a deadline to get outstanding issues sorted out once and for all!!!.

If you recall they previously claimed that they could not deal with problems posted on boards!!!!:rolleyes:

surveys

dub45 wrote:

Surverys with the best will in the world this system is nonsense.

Why cant BT provide a proper number for people to ring who have problems?

As a previous poster pointed out it is ludicrous that they are depending on you and in fairness to yourself totally unrealistic to expect you to be acting on their behalf.

If they are as serious as they claim it is time that they got their act together and set up a properly staffed system with a deadline to get outstanding issues sorted out once and for all!!!.

If you recall they previously claimed that they could not deal with problems posted on boards!!!!:rolleyes:

Yes, amazing isn't it. However, whats the harm ? Does it 'bug' you ? Suppose those members of Boards who have a BT problem get it resolved fast, is there a problem with that ? Will it not be a good thing ? Has any harm been done ?

As for the tel number, there 'is' a dedicated freefone number which every time I tested it out worked perfectly. ! However, there have been possibly hundreds of groans and moans on Boards about BT, "but" when a dedicated Thread is set up to help with their problems only four (yes, four) have so far responded and acted. ! We are a Nation of Grumblers, you should know that, but when it comes to taking action about our Grumbles that seems to be a 'step too far'. ! Eddie Hobbs highlighted all that is going on (and wrong) in this Country but will the public do anything. ? Never ! Being 'Couch Potatoes' seems to be much more attractive.