Hi, I am so tired of trying to resolve our issues and I have no idea where to go with this now!
We signed a new contract in April 2023 with BT Local Business where we were told we need to change to a digital system and that a new private fibre line would be installed, we have had nothing but problems with the new contract.
The main worry that I have is the massive increase in our monthly bills despite being sent a written proposal that showed our monthly bills would decrease (how stupid were we to believe this).
Other issues that are concerning;
One installation was supposed to be completed nearly a year ago (for this private fibre) but our account manager has only just noticed that this installation hasn’t been completed and is now demanding we resign the agreement for this service or we face cancellation fees. I don’t understand how we are being threatened with a fee for something that is clearly something they haven’t done. We were originally told that this installation would be completed in “2-3 months” but it still hasn’t been installed nearly a year later.
Beginning of March 2024, the phone lines and internet dropped. We were without business for 4 days because of this. When I called for assistance, I was told that everything looked fine at their end. Looking back now, it makes sense that things weren’t working because they cut the old line but hadn’t installed the new router to take over as they should’ve nearly a year ago.
Changes have been made to our account without any written contract. This was supposed to be resolved but I’ve just received our latest bill and it definitely is not resolved.
Installation problems - engineers not turning up at all then turning up without warning.
Frustratingly I have been unable to resolve the billing problems. Every bill received since the new contract was signed has been incorrect and massively inceased. I have phoned so many times and tried to resolve these issues with BT.
The complaints department state they will amend and correct with appropriate credits on the next bill but this has not been done. Return calls are either not made or when they do return the call, the issue is still not solved. We are now getting incorrect bills on top of incorrect bills and the amount we are paying is ridiculous.
We are still getting charged for contracts that ended in 2022 despite notifying them that these lines are not in use.
I feel that the gentleman who prepared this contract for us is constantly covering up the issues with lies and hasn’t stuck to his side of the contract. I have tried so many times to contact the complaints department, but getting somewhere feels simply impossible.
I feel that there is a massive case of mismanagement going on, I simply can’t cope with the pressure of trying to sort this anymore.
I am so frustrated and need some assistance with this, is there anyone able to help me and deal with this. I am really struggling to cope with all of this now.
Thank you,
Lora
