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AIBU?

B bloody T!

20 replies

QuickQuickSloe · 25/07/2014 17:17

Is it BT company policy to force you to spend hours on the phone equivalent of the office of circumlocution and never ever getting any answers to distract you from the fact you are paying £60 a month for a service that doesn't work?

I have been without the service for two months now, I have accumulated around 24 hours on the phone and spent a day waiting for an engineer. He was unable to fix the problem.

I believe my request is reasonable, I either want BT to provide me with the service I am paying for or to cancel my contract with them so I can use an alternative provider.

AIBU?

And if anyone knows the secret code to circumvent the different departments who can't talk to each other please share it with me?

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Nomama · 25/07/2014 17:32

www.ceoemail.com/

Gavin may be your man Smile

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QuickQuickSloe · 25/07/2014 17:37

Thankyou! I am currently on hour two of a phone call to them but will be dropping Gavin a line later!

Angry

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LastTango · 25/07/2014 17:46

Cancel your DD, they'll be in touch immediately!

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SistersOfPercy · 25/07/2014 17:53

Try going through Twitter. They are a different UK based team who seem to be able to sort things out a hell of a lot quicker.
Make sure you follow them when you tweet, they will probably message you for a contact number and call you.

Oh, and please don't cancel your DD. That won't help at all.

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Nomama · 25/07/2014 18:06

I never think of Twitter. I don't do it, so it never crosses my mind Smile

NEVER cancel a DD if you are in dispute. It can escalate against you very quickly. You MUST pay for the service you have contracted. Leave all the failings to them!

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meltedmonterayjack · 25/07/2014 18:13

YANBU. Why are phone companies so sodding torturous. Either provide the service or cancel our contract so we can pay someone else to do so. It's not asking for the world on a stick. I agree don't cancel your DD. No suggestions, but I feel your pain.

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ooerrmissus · 25/07/2014 18:17

Sorry, disagree on the cancel direct debit thing. Virgin are equally tortuous and it was the only way of getting somebody to actually talk to us. Even better, they rang us so we didn't spend ages going round the houses. They agreed we were perfectly reasonable not to pay for a service we hadn't received, we agreed a credit, and I reinstated the DD. Sorted.

As far as I am concerned a contract works both ways- you give me a service, and I pay an agreed price. No service= no cash.

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QuickQuickSloe · 25/07/2014 18:19

The man I spoke to earlier instructed me to get a screwdriver and open the phone socket. I said I didn't want to do that and don't have a screw driver and he got really impatient with me.

I won't cancel the DD but I have been searching ofcom for advice. They seem a bit toothless these days though.

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TheWickerWoman · 25/07/2014 18:20

As they've already breached their side of the contract you can cancel your DD without them having a leg to stand on.

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AuntieStella · 25/07/2014 18:23

Posting on this thread so I can find it!

Not quite at boiling point yet, but I'm into week 3 of no land line (which I've found I don't miss, apart from long calls to my mum) and intermittent drop puts of broadband (which I mind very much).

If the next round of trying to fix it doesn't work, I shall get extremely voiciferous.

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QuickQuickSloe · 25/07/2014 18:50

I would describe my current state of temper as ropeable!

They are calling back at half past eight when they will hopefully be telling me that they have fixed the problem.

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Thecircle · 25/07/2014 19:06

I had a problem that had taken weeks to sort out and one tweet later it was sorted within 20 mins.

Worth a shot

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deakymom · 25/07/2014 19:22

tweet and Facebook them they really care about there "public" image and are more likely to fix a repair as it looks better for them publicly

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QuickQuickSloe · 25/07/2014 22:31

They have called back, it's still not working. They won't let me cancel because they are sure they can fix it. Another engineer is coming round on Wednesday.

I don't want to spend my time off with Bt. I want to spend it with my son. I don't want their stupid bloody service!

I may have to join twitter.

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SistersOfPercy · 26/07/2014 00:02

Twitter really is the way forward. The Twitter team solved a problem that had been ongoing for months. They got engineers to us within a few days and always called to check things were progressing ok.
We were so happy with their input we upgraded to fiber with them.

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gamerchick · 26/07/2014 00:03

They can't not let you cancel. Cancel the DD on Monday and tell them you want your mac (?) code for a new provider.

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Freckletoes · 26/07/2014 00:06

Without a doubt contact CEO direct. We had 17 days battling to get connected when we moved here (essential for DH on call work) and only very dodgy mobile signal in one part of the house so literally spent hours stood in the same spot trying to get through/getting cut off/being passed from one person to another. As soon as I had emailed CEO, THEY called ME and I had one person only dealing with me and everything got sorted almost immediately. Then follow up calls making sure everything was OK. Email the boss now-you will be amazed at how good his own personal crackpot team are!

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QuickQuickSloe · 29/10/2014 10:24

Just in case anyone cares, this is still going on! They sent me some new equipment and at the same time added another year to my contract. It still doesn't work.

I'm going to have join twitter aren't I?

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Hatespiders · 29/10/2014 15:21

Oh Lord! Just saw this thread. Yesterday had an 'interesting' afternoon trying to get through to the twats at BT. You get a recorded robot asking you to speak, Then it doesn't understand what you said. Then the menu goes on and on, none of it relevant. My problem was that my phone keeps cutting off. And of course, that kept happening during this fiasco. Finally got through to a chap in India. No problem with him per se, but his accent was very difficult to understand. Wanted my mobile number in case it cut off again. Don't have one, as no signal here. Could he take that on board? No. Asked what I'd do if it cut off and I had no mobile. Exactly. Hopeless. I was literally purple in the face when I finally put the phone down. And the faster Broadband we paid for isn't much faster than before, nowhere near the promised 36 MgB. They're having us on aren't they? We'll be reduced to smoke signals or carrier pigeons at this rate.

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FantaSea · 29/10/2014 16:16

OP and everyone else, you have my full sympathy. I am sick to the back teeth of BT. We had a problem in the summer, no landline and no internet for a week, so I had to call them to try and sort it out. I had the same thing as you OP, the man wanted me to take the socket thing off the wall with a screwdriver, which I was unable to do and he got really shirty with me!

I had to make some essential calls from my mobile in the week my landline was out and I tried to recover this money from BT with no luck at all. I spoke to the complaints department and the 'manager' was really rude to me and said that no phone company would refund me mobile charges and that I shouldn't have used my mobile if I didn't expect to pay for it. I was so cross and frustrated, literally going round in circles as I tried to explain that the reason I had used my mobile was because I didn't have a landline.

Hope you can get it sorted out soon Wine

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