topic Re: Trying to make a formal complaint in Archive

Trying to make a formal complaint

Hooloovoo — Tue, 17 May 2011 14:06:03 GMT

I have had a succession of problems with my BT Business Broadband which are still going on. We were promised visits from engineers that never turned up, promises of calls that never materialised, reductions in bandwidth, identity of service at the exchange being transferred, and to top it all when I politely asked for the formal complaints procedure I was asked to complete all my details along with my complaints on their web site and was given the URL of www.bt.com/business/complaints and guess what? The page no longer exists!! I have called again and they say that when we get a call back to our ongoing technical problem that we should ask for a supervisor. How on earth can they get away with this. I think the next thing is an email to BBC.

Anyone else have similar issues? Maybe we should, get together and make a joint complaint? Anyone want to join together? There is strength in numbers after all?

Re: Trying to make a formal complaint

markp — Tue, 17 May 2011 14:42:12 GMT

Hi hooloovoo,

If you click on my icon/name you will get the option to send me a private message, if you can do this please and give me some account/fault details I can get the appropiate team to look at your issues further.

The correct link to our complaints team can be found here

Regards

Markp

Re: Trying to make a formal complaint

jambo — Tue, 17 May 2011 14:44:17 GMT

We ordered BT hub for home and the broadband was so slow we complained. They suggested we change to business broadband, however what they didn't tell us was that we couldn't cancel the first one as the contract was for 18 months, so now we are paying for 2 broadbands one of which we don't use. The business broadband is slow as well and keeps cutting out right at the wrong time. We thought Virgin Media were bad!

Re: Trying to make a formal complaint

markp — Tue, 17 May 2011 14:52:25 GMT

Hi Jambo,

If you are having problems with slow speed on your lines you will need to contact the relevant helpdesks,The contact opentions for home broadband can be found here or they have a live chat service.

For Business broadband their contact options can be found here

Regards

markp

Re: Trying to make a formal complaint

MHC — Tue, 17 May 2011 15:56:47 GMT

In your post you have:

... was given the URL of www.bt.com/business/complaints and guess what?

which shows as bt.com/business but when I hover over the link it shows up as bt.co/business with a missing M. But if I edit the URL and insert the M a page is returned with links for complaints.

It is forwarded on to: http://btbusiness.custhelp.com/app/contact/?s_cid=btb_FURL_business/complaints

Re: Trying to make a formal complaint

Hooloovoo — Tue, 17 May 2011 16:03:06 GMT

Mark P - I cant see the facility to send you a private message when I click on your icon and the link you sent me is just the contact page for the fault team and not an official complaints area.

What do you want me to do now?

Re: Trying to make a formal complaint

markp — Tue, 17 May 2011 16:11:08 GMT

Hi Hooloovoo,

I have sent you a private message if you can respond to that I can take a look at your case notes.

Regards

markp

Re: Trying to make a formal complaint

JohnE — Mon, 23 May 2011 10:53:37 GMT

We do take complaints seriously, Hooloovoo and others, we can't, however, begin to investigate until your issue is resolved. In the first instance, you need to complain to the helpdesk. If they can't resolve it to your satisfaction, then you will need to speak to a supervisor who can then take ownership and escalate as necessary.

Re: Trying to make a formal complaint

keithgeach — Fri, 03 Jun 2011 16:29:11 GMT

Do not hold your breath for improvment of service I am down to 7.8 bytes/sec after my services was worked on.

no complaints about the most of the staff though, they have been very helpful and seem to be concerned that this problem that started before easter, is still going backwards.

I think that a good service can not be provided because the infostructure can not cope with the demand. There are pipes laid in my road but who knows when they can afford to put the fibre optics in them. Still £50.00 a month for something that only works if nobody else uses their telephone or computer is not robbery or is it?

Re: Trying to make a formal complaint

Multi1 — Wed, 20 Jul 2011 13:20:30 GMT

Please can anyone help.

We have had similar problems to this business user. We have had BT business broadband since last year. The signal is intermittent and varies from day to day. Some days it's fine, other days, you barely get a minute at a time before being disconnected. We have had a long line of engineers sent out, they repeat the same tests as the previous engineers and then declare that although they can clearly see the signal dipping and being lost they cannot determine what is wrong. Nothing changes!

A few weeks ago we were told that the "Rain" team had been called and that they had specialist equipment and could find the problem. We were given lots of assurances and promises and an appointment was made. On the appointed day, two weeks ago, an engineer arrived, spent 2 hours working on the line, only to declare that he could not find the issue. "The guys you need are the Rain team" he advised.

Er, Hang on, we were told that it would be the rain team today?

The poor guy was very embarrassed and I think a little annoyed when he went through the work he had done, only to be advised that two engineers before him had performed EXACTLY the same tests already. what a waste of everybodys time!

He told us that it's really difficult to get the Rain team out and that they would want to see a copy of his data first. Problem was that his laptop was not compatible with his test equipment so he had no way of sending said data to them.

Great work there BT. another completely pointless visit

since then we have heard nothing. Nobody seems interested in actually resolving this matter. Maybe because we can actually then raise a complaint once it is resolved.

Any advice on how we can actually get the rain team here?

Re: Trying to make a formal complaint

JohnE — Wed, 20 Jul 2011 13:27:06 GMT

When was the last time you had contact with the helpdesk? I'd advise that you get in touch to chase up this fault. It may be that the faults/callback team have lost touch with you because their contact details are not up to date. In any case, Multi1, I'd urge you to Contact Us

Re: Trying to make a formal complaint

Multi1 — Wed, 20 Jul 2011 13:41:40 GMT

Have just been advised that we have had yet another visit from an engineer last week, when I was not in the office. Was the same engineer as one of the previous occasions, who told us he did not know why he had been sent out again as he could not resove the problem first time and he did not have any more tricks. We have been in touch with the helpdesk since and they have called us back a few times to ask if the problem persists, so they definitely still have our contact details!

We keep asking when the rain team will come and why they keep sending regular engineers to perform the same tests over an over again, but there does not seem to be any answer.

So I ask again, can you tell me how to get the rain team here?

Re: Trying to make a formal complaint

JohnE — Thu, 21 Jul 2011 10:48:17 GMT

Multi1, the next contact you have with the helpdesk, ask to speak to a manager and raise a complaint that way. This is the correct procedure.

Re: Trying to make a formal complaint

metaverse — Thu, 04 Aug 2011 11:01:19 GMT

We have had exactly the same problems and are at our wits end. Are you still looking to pursue?

We are seriously considering taking out a class action against BT we have literally lost thousands of pounds in revenue due to their incompetence.

Please contact me

Re: Trying to make a formal complaint

Basejumper — Mon, 08 Aug 2011 09:48:34 GMT

I'd just like to know who runs BT Business Broadband these days. When I had an issue with bt contractors cutting our comms, the business team said it would take up to month to fix. I called <Edited> at that time and she made sure it was fixed in three days. An impact to our business, however four weeks would have sunk us.
We have a current fault where the ip profile would keep locking and we had disconnects. It took two years for the engineers to find the fault in the overhead cables, even though we kept being told we didn't have problem. Over the last three weeks our link has almost stopped and at best we only get 20kbytes a sec, hardly enough to load a web let alone run a business. I have sent all our staff home, and are preying that they will fix it by the end of next week. The internal communication between bt business is about as bad as it gets and they really don't care and just give you the old ..it's the best we can do. Well personally is appalling and bt should hang their heads in shame with the poor service given to businesses. I wonder what bt would say if my business said after two of isolating a fault that it will take three or four weeks to possibly fixed, they would hang my company out to dry. However as we have to use the lines, we have no option, the reason I am going to the top, therefore if anyone knows who in charge in business broadband, I would be appreciative, thanks

Re: Trying to make a formal complaint

JohnE — Mon, 08 Aug 2011 09:51:11 GMT

This thread does seem to be descending into a comments thread, rather than one where practical advice is being discussed. Here's how to get the best out of the helpdesk:

How to get a broadband fault resolved quickly

Re: Trying to make a formal complaint

Multi1 — Fri, 12 Aug 2011 09:07:27 GMT

Hi John

I think this thread is indicative of the utter frustration experienced by many business users.

You advised me to ask to speak to a manager the next time we spoke to the helpdesk. We have now done this several times and on each occasion was told that no-one was available to speak to and that someone would call us back with in hour. On each occasion no-one calls us back. No amount of insisting seems to get us transferred to a supervisor when we call you, so what would you now suggest?

As previous posters have already said, the standard of customer service is absolutely shameful

After reading another post on this forum about someone else who was having similar problems, we ditched the BT 2wire router and bought a Cisco one. We have since had no problems at all.....

We called the helpdesk and told them this. They then told us that there is a KNOWN FAULT with the BT 2WIRE router. This router does not work properly with internet explorer.

We are so cross that no-one bothered to tell us this previously, it could have saved us months of frustration and time wasted. If anyone else out there is having problems with disconnects and very slow connection it may be worth trying a non-BT router.

Re: Trying to make a formal complaint

Multi1 — Fri, 12 Aug 2011 09:14:22 GMT

Oh by the way, now that our issue has been resolved (not by any actions of BT) we have tried to raise a complaint. despite several attempts we are now waiting for someone to call us back from the complaints team. She left an out of hours voicemail apologising that she has not been in touch but she will get to us soon. (WTF?)

Re: Trying to make a formal complaint

JohnE — Fri, 12 Aug 2011 11:36:50 GMT

This does look like it has been passed to one of our high level escalation teams, Multi1, they can take some time to resolve all issues before making an offer of suitable recompense.

topic Re: Trying to make a formal complaint in Archive

Trying to make a formal complaint

Re: Trying to make a formal complaint

Re: Trying to make a formal complaint

Re: Trying to make a formal complaint

Re: Trying to make a formal complaint

Re: Trying to make a formal complaint

Re: Trying to make a formal complaint

Similar problem

Re: Trying to make a formal complaint

Re: Trying to make a formal complaint

Re: Trying to make a formal complaint

Re: Trying to make a formal complaint

Re: Trying to make a formal complaint

Re: Trying to make a formal complaint

Re: Trying to make a formal complaint

Re: Trying to make a formal complaint

Re: Trying to make a formal complaint

Re: Trying to make a formal complaint

Re: Trying to make a formal complaint

Re: Trying to make a formal complaint