How do I extract customer service from BT

[crossbill]

We placed an order with BT on 25 Feb for business broadband and phone.  After a month, and having pushed back the date by a week, an engineer arrived.  Then 3 more came and eventually we got a box on the wall. That was a week ago.  Then the fun started. Although we have phone line they cannot appear to make the broadband work.  My colleagues and I have spent  minimum of 6 hours on the phone being passed from department to department (BT Business, Openreach, BT Wholesale, Connections Team, the Broadband team, the Line Fault Team are just some of them).  No one will take owner ship of the problem and each time they say it will be fixed by midnight the next day it does not happen.  We are a service business.  So are BT (LOL)!

Anyone tips about how we get some service out of this bunch?  Who can we escalate to?

[crossbill]

John - I don't want to detract from your good intentions, but no, we do not have a problem with our phone line.  The phone works perfectly.  It is the broadband.  The most recent message is it is a problem at the exchange with tie ends!  Equally i was given 4 previous and plausible excuses all of which were wrong. 

Please keep trying though before I lose the will to live.

[crossbill]

John

Here we go again. BT have broken their fifth promise to rectify the problem. We are back in the office this morning, no broad band and wading through the treacle of various BT departments - line faults, broadband support and after sales support already!!  

I really do not care who knows we have a problem - in fact I am happy if the whole world knows how rubbish BT is.

Our latest reference is 479 203 474 53.

[JohnE]

Crossbill, it doesn't seem to be a line quality issue.  Certain phone line services (DACS is a well documented example) can cause problems if they have been present in the past and not been properly dealt with from an engineering standpoint.  Can you let us know what Faults have told you about this?

[crossbill]

Faults originally told us it was a 'tie pair' issue at the exchange and that they needed to replace equipment. This is alledgedly fixed but we still have no service.

Broadband think it is still a line fault.  They also think that Aftersales have not dealt with it properly.  Aftersales have no idea what us wrong.

What on earth whould you do if you were us?  Feels like I can trust no one as they all just pass the blame to another department.

For all you people out there thinking if using BT  - DO NOT DO IT!!!!!!

[chrismcl]

Hi there crossbill, I can see there is progress on your fault. Now we know the phone line is nothing to do with the fault we can now proceed with a broadband fault. With the engineer now booked hopefully you will get some resolution.

[crossbill]

Another day, another useless flashing light on our broadband router.  Some guy named Chris is struggling manfully with the pile of festering junk that BT call their telecoms infrastructure (well done and thx Chris - at least YOU are trying).  

Once again BT promised they would sort our problem over night.  Broken promise number 6. This morning they reckon the cables are wrongly connected and an engineer will come tomorrow to take a look.  Makes no sense to us since the phone is working fine but we are no experts (and BT are???!!!!). (If the 4 engineers who made the connection could not get it right then that says it all!)

Wondering how I can get this sorry saga onto Facebook so more folks can be told how shocking BT's customer service is.

[JohnE]

Please be assured, Crossbill, that your issue is being handled by one of our best advisors and will be "owned" until you are fully satisified with the result.

[NigelGreen]

Good luck with ...i spent 13+ hours on the phone to  them a xmas and it was a pretty painful experience

[crossbill]

USELESS USELESS USELESS.  

If this was not a business matter this would be funny.  Engineer turned out yesterday at the exchange, reckons everything is working, and went home for a cup of tea.  Now clearly nothing is working - I am growing quite fond of that green disco light.

BTW that was after an engineer phoned from Bolton to ask where our office was.  We are based in London.

As soon as I am done with today's tasks I am going to look at how to escalate this to someone in BT that gives a XXXX

[JohnE]

Crossbill, I am sorry that this is still not resolved.  I understand that this issue is being owned by a team coach on the technical helpdesk who will update you regularly.  A false cross-jumpering issue at the exchange does seem to have been at the heart of the issue.

Rest assured, Crossbill, I'm sure tha tmy colleague will get this resolved as soon as possible.