don't sign up with BT business

[mattfort]

utterly painful.

we have had nothing but probems - in N1 area of London.

constant dropped or impossibly slow connections,

days wasted holding for tech support (average 40 minutes a call),

a multitude of engineers visiting to no effect

being passed around departments with nobody taking responsibility

rude and pointless customer service

livechat queue - you are 2nd in the queue

30 mins later - you are 3rd in the queue (!!!!!!)

etc etc etc

one engineer identified the problem outside of our office and confirmed that ours were frequent complaints, and the unofficial policy was to bog people down between departments and try to find problems outside of BTs responsibility, whether they exist or not.

after much frustration, we gave up in the end, and i am now trying to get our money refunded. Of course this is taking forever. same issue with being passed around departments. At cancellations Robert (Surname removed by moderator) confirmed BT would refund all rental charges, but i had to livechat with Complaints to ask if they would refund installation charges. He then directed me to livechat.

Live chat say they don't do Complaints.

Complaints are not "available to the public"  - have to write a letter, and wait for their response.

this is all i've done today, I can't tell you enough - DO NOT SIGN UP.

if you're stuck in a contract - COMPLAIN TO OFCOM

really bad at every level.   BT - never again.

[Tracey]

Hi mattfort,

Sorry to read about the problems that you have had with your service and with canceling your service.

As you have not registered your BT details at the point of signing up im afraid we are not able to check your account to comment on the issues you have had.

BT's policy is to work with customers to resolve their issues as quickly as possible and make it as easy as possible for the customer. I apologise this has not happened in your case.

I apologise that you have been having issues with canceling your account, you can speak to the Cancellations team who can assist you further with this.

In order to contact our Complaints team, you can write a letter or you can call them on 0800 800 152 option 4 for cancellations.

Hope this is of help to you.

Thanks

Tracey

BT Business Forum Moderator

[mattfort]

Tracey - you seem to be an automated response. Either that or you haven't read my original post.

You have edited my original post, which included a livechat transcript illustrating the pointlessness of the cancellations department,  and advised that I go through the whole process, that I was originally complaining about, again! 

You say BT's policy is to work with customers to resolve their issues as quickly as possible and make it as easy as possible for the customer.

That is just not true in practice. It is a proven lie at every level of our experience of BT over the last month. And by the look of the posts here, many other people's also. You are obviously not solution focused, so I don't understand what the point of you moderating is?

If there is any point to this forum, please have somebody from complaints contact me by phone or email, as I am unable to contact them despite many many many attempts.

I look forward to your reply.

[Tracey]

Hi mattfort,

We always advise customers at the point where they sign up to the BT Business Forum to read the guidelines of the forum.

Also we have reiterated the main section of the guidelines on the forum itself under Purpose of the forum. 

As I advised in my previous post, you did not register your BT details so I am afraid we are not able to check where you are with your issues. 

If you private message me with the details I would be able to check the status of your account and advise.

Thanks

Tracey

BT Business Forum Moderator

[mattfort]

i have pmd you the details - if you re-read my posts you will see what the issues are. One of the issues is a complaint that nobody at BT seems to want to take responsiblity and instead prefers to pass the customer between departments. i hope you are able to cut through and not perpetuate this problem - please leave this thread open as the issue is not resolved.

[mattfort]

Have just noticed that all my posts have been removed. Could you please give me the reason for this? There was nothing that went against the forum rules, they stated what our experience of BT has been to date. Is it your policy to delete / edit any negative experiences from the forum?

[Tracey]

Hi mattfort,

Thank you for your private message, i shall look into this for you and come back to you.

Thanks

Tracey

BT Business Forum Moderator

[Tracey]

Hi mattfort,

As per our conversation, I have sent you a private message with the details on there.

Thanks

Tracey

BT forum Moderator

[Mostropovich]

BT answers are often showing symptoms of the person who answer has not read your original message - or perhaps they are a bit   slow...

All the best

[Tracey]

Hi Mattfort,

As the complaints team are now dealing with this issue we shall close the thread on the forum.

Thanks

Tracey

BT Business Forum Moderator