BT Complaints Procedure

[victormeldrew]

Have been trying to sign up with BT for the 3MB Broadband + Talk package since end of July. It seems that their lousy attitude to customer service extends to new as well as existing customers.
Only reason I want to change ISP (was with UTV) is that the package is spot on for my needs, in particular the free 'up to one hour' calls to all Ireland & UK and for €63 is decent value.
In common with other users, I've had to make all the running, contact etc with no response. Even had to handle the transfer away from UTV myself, so don't believe the sales hype about it being seamless, easy and done in 10 days. As usual there's Sales and there's reality.
Have left numerous messages, sent e-mails and written to the bt complaints dept. (boy, that sounds like a job for life!!) still yet to hear anything.
Anyhow, here's the link to their 'code of conduct' page, cleverly buried away behind the legal hyperlink. If anyone's dealing with them I would suggest, playing it strictly by these guidelines and throwing the book at them, should stop them trying to wriggle out of it.

Only thing I can say is that having dealt with most of the telcos, they're all as lousy as each other, it's just a matter of degree.

https://home.btireland.ie/echannel/B...wLabel=aboutUs

[Tom235]

Congratualations I think they've done it again! Yet another mess up with my service. I signed up with in December last year and since then I've had disaster after diaster. Their customer service record must be embarrressing. Only last month I pointed out that they had been overcharging me my 20 euro each month. My account has been credited accordingly, but I also realised that I was been charged for the extra 2Mb line each month, which incidently I never signed up for. I have kept all records of transactions (including small print) and know where does it point out that I'm signing up for the higher speed. I then rang last week to ask to be downgraded to the 1Mb, and guess what there's a charge of 30 euro RIP OFF.So enough is enough I willl be removing my custom as soon as possible, but in the meantime I decided to test the speed of my line and you'll never guess, result were my speed is .8Mbs ...amazing I've been paying all along for a speed I never had! How many mistakes can one company make!!!!!!!!!!! Thanks for the complaints procedure link, i will be using it!

[martie]

gave up on the "we will ring you back" line
So am going to another company but even
trying to get rid of BTBB is proving hard to do.
Nearly 3 weeks,when I first contacted them to cancel
everything and still no joy.

[naillers]

Not suprised to see that people are still having problems with Bloody Tripe...

Over a year ago myself and my wife tried to move from Eircon to BT, as a matter of principle, glad of competition etc...... What a disaster !!

We had an ISDN line and this confused the hell out of them, After several frustrating phone calls, and weeks and weeks of delay (just to signup for their phone package !!) I couldnt handle it anymore. So, my wife took over.
After months of hassle we were finally signed up. Then we decided to try for one of their Internet deals. The result was massive overcharging, so we said to hell with them and moved back to Eircon.

We had to pay a deposit of €120 to sign up, and since our final bill came to slightly more than this we decided to pay off the balance, rather than spend months dealing with them for our refund.

Approx evry 2 months or so for the past year, we get a reminder letter from them for the €120 "outstanding", we ring them to explain that this was written off against our initial deposit, so we are quits.....they agree and tell us that the case is closed............until 2 months later, we get another nasty letter....

I reckon that their staff are poorly paid, and badly trained, so they just dont give a sh**te

[bttesting]

like many other bt customers, i paid my €125 deposit before connection and then waited almost 3 months for bb service. I was told by customer service on three seperate occasions that this would be automatically refunded after 6 months. 6 months later i asked customer service for refund they said "will refund on your next bill" three months later still waiting. Now when asked again and sent them complaint email they say that their accounts dept has told them that the deposit is not refunded untill after 12 months!! has anyone else had this problem?

[terraknorr]

Too true Victor, I spent 6 weeks trying to get a response to a speed problem and only got one when I mailed the relevant parts or their code of conduct to the complaints dept.

terraknorr

ps and they still didn't fix it!! gona try eircom..............

[howfast]

Originally Posted by terraknorr

Too true Victor, I spent 6 weeks trying to get a response to a speed problem and only got one when I mailed the relevant parts or their code of conduct to the complaints dept.

terraknorr

ps and they still didn't fix it!! gona try eircom..............

Hi Terraknorr

Sorry to hear you have a speed problem but I don't think moving from BT to Eircom will solve your difficulties. This is because BT are only reselling you the Eircon Bitstream product so the most you could achieve by a move to Eircon is the pleasure of dealing with a different TS.

Howfast