BT Local Business

[PLevett]

I am looking for advice on how to get some issue resolved to billing and incomplete works. My company looks after a number of schools in the East and South East of England that use BT systems. Over the past 12 months we have been routed to BT Local Business to deal with sales and post support. During this time we have a number of jobs incomplete and simply no one calls us or the school with an update. It seems we have to chase every day that cannot be right and are promised call backs but guess what no one calls back.

We have the following issues that need to be resolved:

• £15 per month is taken from a school every month that should have been stopped last September as confirmed by BT Business
• A school paying for items they should have been credited back for since their telephone install last July. 
• BT setup the phone in an external school building in October 2011 but connected to another organisation instead setting up as an extension of the school system. 
• A school was sent and billed for wrong handsets and is still waiting for a credit from BT since July 2011

After reading the forums this does not seem uncommon - so was wondering if anyone can point me in the right direction who at BT can resolve these issues.

[nimbystripes]

You can check on these pages if you want to contact BT:

http://btbusiness.custhelp.com/

https://btbusiness.custhelp.com/app/contact

https://bt.custhelp.com/app/contact

Either way, I can't seem to find their contact numbers....

[Disgusted1]

I thought I was dealing with BT when I signed up for a Btnet service, bt localbusiness just seemed to be another part of the mighty BT.

I am sorry to say that if you suffer the same experience as I continue to suffer, then you are wasting your time with BT local business, the provider in my area is absolutely hopeless.

Talk to BT specialist billing, to date they are the only ones who have come anywhere near to solving my billing issues, I will never buy a service from BT again where BT local business are involved, who ever signed up these outside companies to supply some services should be hauled before the BT main board. You might have a good company, but I suspect the main priority is maximising profit and not customer service.

I now have over 200 e-mails on file to BT and BT local business, only about 10 of which are replies from people contacted, the only time I ever got a phone call was when I suggested that someone was unprofessional Good luck.

[MaximumAdrian]

I'm late to this party but would add that BT local business, in the form of Talk 4 Business Limited, managed our orders when we moved office. Totally out of their depth their inept staff made a number of ordering mistakes which resulted in delayed provision of lines. It was relatively easy to discover from BT Openreach engineers why things went wrong - with them being blamed for the problems by BT local business.

BT seem to have a wonderful way of tainting any goodwill in the BT PLC brand by using inept third parties. When we tried to deal with compensation through the complaints process, BT local business were evasive and downright unhelpful. I wonder why?

We will get a sensible result eventually because I made sure we recorded each and every single call to and from BT local business. This ensured that they didn't mysteriously forget to record calls which might later incriminate them.

Good luck in the future to anyone with BT local business foisted upon them - you will need lots of it!

Adrian.

p.s. - set up a call recording platform and use it for each and every call.

[rejsertil]

Each BT Local Business is an independent company licensed to trade under the BT Local Business sub-brand . Available through BT Local Business aims to help small businesses raise funds in a challenging economic climate .

afbudsrejser

[henryblayze]

Adrian 

Did you get anywhere with this?  
 
I am in a circular conversation with Billing and BT Local Business and it turns out that Lydia and Ian at Talk4Business have dropped off the grid and will no longer take calls or reply to email.  

 
We were given Ian Redwood as the 3rd escalation point but he seems to spend his life in training sessions (the services is so shocking that I cannot believe that any of these people have been trained)  

If anybody has details of somebody that manages these third party companies to try and instill a bit of urgency into them that would be great, the traditional complaints route has been predictably useless.  

Henry