topic Re: Why do I get no response? in Archive

Why do I get no response?

FinstockVH — Thu, 10 Mar 2016 08:53:30 GMT

New phone line and broadband ordered 13 January 2016. Still no sign of it being installed.

Formal complaint at level 1 made 26 February. No activity.

Second stage complaint submitted 3 March. Ref. no. Reference:160303-000163 No contact whatsoever concerning complaint.

Following a Facebook entry by me on 5 March, I was contacted by BT Care Team, who stated they had passed my online complaint to the BT Business team. Automated reply also received on 6 March from BT Care team stating "Our aim is to get back to you in 48 hrs. But at busier times, it could take us up to 72 hrs. Either way, don't worry we'll be in touch. Your reference number is 160306-004099."

No-one has emailed, texted or telephoned me - it is now well beyond the 72 hrs stated.

Why no contact? Why no customer service? The only resolution when I do get to speak or communicate is to give another date for installation that will not be met. I now have 24 (yes, twenty-four) dates when it is said installation would be complete.

Service level is ten working days to install a new line. It is now over eight weeks.

Original order was ref: BTHMB1942. That was cancelled by BT and a new one give as BTHMB194

Re: Why do I get no response?

HowsThat — Thu, 10 Mar 2016 09:49:50 GMT

It sounds like you would be better off working with a company that wants the business. Try http://www.tptele.com. They are great.

Re: Why do I get no response?

FinstockVH — Thu, 10 Mar 2016 10:34:59 GMT

I would love to go elsewhere but BT have a monopoly on line installation.

Re: Why do I get no response?

HowsThat — Thu, 10 Mar 2016 10:48:30 GMT

They would like you to think that but it is not the case. Openreach are responsible for most of the line installations and national infrastructure. That means that you can go to any supplier and you will get the same engineer do the installation. So why use someone other than BT. I think you have already answered that question above.

Maybe the question should be what have you got to lose?

Re: Why do I get no response?

markp — Thu, 17 Mar 2016 11:56:33 GMT

Hi FinstockVH

I have been on contact with our order management team and I believe they are now dealing wth your installation issues and they will keep you informed with updates.

Markp