Good afternoon,
I'm assuming this to be some form of BT therapy forum. A gathering point for the many affected by their incompetence and rank bad service? If so, we've earned our spurs.
We're contracted to BT One Phone up to 2026 and have finally cracked in terms of being able to tolerate it any longer. We have replacement handsets that do not work and never have. That they say they never provided them, even though we have tracking numbers, email correspondence and of course the actual hardware itself. They won't help because they cannot find a record of having provided. Our local BT Phone contact has told us he's washed his hands of BT, even though his address is still at BT dot com. You know, the guy they still say is great to have as your single point of contact!
Like many others, we've spent hours on the phone trying to speak with somebody. This morning alone, 1.5 hours / 6 people and in the end an email address that of course, we all know we'll never get a response to.
A colleague was trying at the same time and she was eventually informed that we must email (again) and that they will let us know what the cancellation fee is within 15 days (old school soccer videprinter style FIFTEEN!).
The system is clearly not fit for purpose and I wonder if we should simply refuse to pay but write explaining why we are not paying, that the product and service is not to the standard required and we cannot get the help despite very reasonable efforts to do so?
No, our pockets aren't as deep as theirs but they're clearly so ridiculously incompetent that we would spend less time arguing over payment than we do currently trying to speak to them about the problems we're having. I estimate we're putting about 10 hours a month to resolving BT issues.
Thanks for any help or perhaps even, counselling.
Peter
