topic Re: How to escalate a complaint? in Broadband

How to escalate a complaint?

CHoFM — Mon, 13 Oct 2025 10:18:49 GMT

Our shop started 3 months ago. We requested a very simple broadband for 1 PC and 2 iPhones before our opening. Raised a complaint after 1 month. Already have a complaint reference number. Now after 3 months we are still waiting for the broadband because BT always have this issue and that problem. No device was dispatched. No engineer has ever come. The complaint handler never solved my problem but just regularly sending emails saying there is no issue, like he has already done his job. Unfortunately BT is the only broadband company that this location has coverage so we have no option. Extremely disappointed and frustrated. How can I escalate the complaint to the person who can really solve a problem? Thanks.

Re: How to escalate a complaint?

BethM — Mon, 13 Oct 2025 12:27:25 GMT

Hi CHoFM

Can you please send over a private message with the complaint reference?

Re: How to escalate a complaint?

johnlightbody — Fri, 24 Apr 2026 13:22:45 GMT

Unfortunately, get used to it, I spent 18 mths trying to get a line into an office in Inverness and now beyond the 4 month point trying to get a line into Edinburgh Bus Station, which is a major bus station, in a major city called Edinburgh, in a major country called Scotland part of the UK but after asking repeatedly under

Ofcom General Condition C4 and BT’s complaints code, I am now requesting either immediate escalation to the UK‑based Executive Complaints Team or the issue of a deadlock letter today so I can proceed to Alternative Dispute Resolution via the Communications Ombudsman....they refused! I'm now moving my 10 various leased lines etc. and 165 mobiles with EE to another provider.