Our business (& home) had no broadband service for +/- 10 days recently due to a local outage (workmen cut through copper cables when digging up the road) BT Business have provided dreadful customer service, and communication and offered no practical solutions to keep our business running, despite us paying for supposedly 'priority service' (we have no EE coverage here so their constant offer of a mini hub depsite explaining the situation to each and every customer service rep, was no good)
We ended up having to speak to our local councillor to assist with investigating the timescales for repair and we would walk to the site of the issue each day to discuss with the workmen/open reach engineer what progress was being made as the information received by BT was useless , vague or just incorrect.
We have incurred considerable costs (time and financial) having to purchase additional O2 mobile data to enable us to keep our business operational. I have raised the issue as a complaint on numerous occasions through the fault line and been told on several ocassions that we will receive a call from the complaints team. We have not. All that has occurred is on Friday evening and Saturday evening, I received a call to my mobile from an 0800 number which rang once and then rang off. I can only imagine this is the complaints team fulfilling their obligation to phone the customer and then closing the case.
I have all calls and live chat transcripts on record as well as receipts for all purchases we have had to make to resolve the situation ourselves and will be taking the case to the communications ombudsman in due course, but in the meantime is there ANY email address to send the complaint to? The only contact I can find is the usual customer service number, which I've been round in circles with and a postal address in Sheffield. I can send everything to the postal address of course, but can't believe there isn't a UK based complaints email / customer service department? Any advice, gratefully received.
