BT Digital vault service complaint

After reading this BT Complaints website, I had to tell you about my appalling experience recently with the BT Digital vault service. This is a service where you pay a fee for BT’s online storage in order to back up your important and personal files from your computer.

We had paid for this new service with our broadband as we had lost some files due to a power surge which damaged our HDD so we thought this was the safest option to protect our important documents and more importantly photos of our 2 children when they were born.

To my anger BT recently sent me an email informing me that they had now deleted my BT vault account for an unknown reason and had deleted all my saved files.

When I called them to find out I was put through to their “less than helpful” foreign call centres who were unable to tell me why it had happened. Finally after over a month of my own investigation I was able to determine that BT had in fact deleted the wrong BT digital vault account.

We had decided to purchase a new digital vault account and pay more as this provided more storage space, this meant I had 2 accnts. I used the newest account to save all our files and precious digital photos and left it at that. Little did I know that BT deleted this account without my knowledge or authorisation and deleted all our precious photos.

To cut a long story short when I spoke to the complaints dept they gave me a measly £90 compensation for the loss of hundreds of priceless photos of our children and tried to sell me the digital vault service and other services as well!!!

I was then told by a UK advisor in the Digital Vault team that my photos will not be lost and I would get them back, but then told by a foreign advisor in the Complaints team that this was not possible! So who is telling the truth and who is caring for customers?

To say my wife and our family were upset is the understatement of the year. We were all in tears.

I think you need to put out to the public that BT can and will delete all your saved files in peoples Digital Vault accounts without telling customers before they do it and will not give customes a chance to save their files before they do so.

Thank you and happy to discuss.

Gary Prince

Comments 0

  1. The foriegn call centre which you mention really must be the most unhelpful, least knowledgable part of BT which has ever been encountered. Nobody in that entire department seems to have a clue how the Digital Vault service works. You are better using an external hard drive than their unjbelievably slow, un-user friendly, poorly designed, over priced and completely useless software.

  2. MY NAME IS CONRAD AND I RECENTLY MOVED INTO A NEW APARTMENT. I WANT TO KNOW BY FILLING OUT SOME DETAILS ONLINE CAN I BE PUT INTO A CONTRACT? BRITISH TELECOM HAVE PUT ME UNDER A CONTRACT AS I HAD FILLED OUT A FORM ONLINE TO SEE IF I COULD USE THEIR SERVICE (PHONE) I WAS TOLD THAT I WOULD BE CONTACTED IF THEY WERE ABLE TO PROVIDE THE PHONE LINE FOR ME. I HEARD NOTHING FOR WEEKS, NO EMAIL, NOTHING. SO I DECIDED TO GO TO SKY AND SIGNED ON WITH THEM TO HAVE TV, PHONE AND INTERNET. WHEN I MOVED IN TO MY PLACE A SKY ENGINEER CAME, INSTALLED THE SKY BOX TOLD ME A PHONE ENGINEER WOULD COME IN THE NEXT FEW DAYS. THEN I RECIEVED A BILL FROM BT AND FOUND LETTERS STATING THAT AN ENGINEER WOULD COME TO INSTALL THE PHONE. WHEN THE ENGINEER CAME I ENQUIRED AND HE STATED THAT HE INSTALLED THE LINES FOR BT, WHEN I TOLD HIM WE WERE WITH SKY HE EXPLAINED THAT BT PUT THE LINE IN FOR THEM AS THEY ARE UNABLE TO DO THAT THEMSELVES. AS FAR AS I WAS CONCERNED THIS ENGINEER WAS FROM SKY, THAT WAS THE IMPRESSION HE GAVE ME WHEN I SAID IM NOT WITH BT. THEN I FIND OUT THAT IN FACT HE WAS INSTALLING FOR BT. BT NOW TELL ME IM UNDER CONTRACT WITH THEM BECAUSE I AGREED A CONTRACT. I SIGNED NOTHING I AGREED NOTHING THEY SAY BY USING THE PHONE I HAVE AGREED BUT I HAVE NOT MADE A CONSCIENCE AGREEMENT WITH THEM AT ALL. I WANT TO KNOW AM I REALLY UNDER CONTRACT IF I GAVE DETAILS ONLINE, OR IS THIS FIXABLE, CAN I GET OUT?

  3. signed up to this service about 1 month ago, and 9 times out of 10, when you try to log in it says ‘please be patient, we are experiencing delays. try later’ and you can’t view or do anything. seriously going elsewhere

  4. Has anyone else experienced bt's ruthless tactics employed at trying to tempt back former customers?My late father was a bt customer back in '05.He changed provider that year and stayed with them until he died in 2006.Since then my elderly mother has had to endure years of cold calling from bt asking for her late husband by 'phone,and regular letters addressed to him,all from bt.She understandably finds this upsetting.I have tried, to no avail, to stop these communications despite assurances that they would cease,still they come.Every other organisation or body got the message that my father was no longer around within a few months of his death.NOT BT.As a result,i wouldn't be a customer of bt's if it was free.Does anyone know if i have a legal avenue to stop this persecution of my mother?

  5. I recently tried to get into my BT vault (that I used when it was free) to get files I had since lost. They won't accept my identity so I assume that they've deleted my account and files. There was no warning that this would happen when the service was launched. Appalling service. The previous commentator could try the nuisance call/mail blocking service.

  6. Are there any BT UK employees on any BT Help Desks? I recently endured 14 days of paying for BT Digital Vault Plus on my phone bill, but BT were incapable of increasing my storage limit to 50GBs, despite being charged for the service from day 1. I called the helpdesk repeatedly in India. Every time the story changed as to why the service had not been upgraded. Call staff seemed to be reading from a script and just kept stating the problem had been elevated and would be fixed in 48 hours. In one email BT advised me it was a known problem and I just had to be patient and wait for it to be fixed. In the next call they told me the problem was caused by me paying for the service on my phone bill and I should use the BT Click service instead. Fortunately, I did not follow their advice and eventually after 14 days of being given false information and the run around, the problem was eventually fixed but not in the initial 48 hours promised. BT bring back friendly, experienced UK call staff who can efficiently fix problem(s) in one telephone conversation and not over 14 days and 12 telephone calls. I cannot wait for my telephone contract to end and I can transfer to a more efficient telephone service provider!

  7. The digital vault is total rubbish, a massive dissapointment. I have lots of files and after several months my PC has only managed to upload 2% of the files, it is extraordinarily slow compared and the software regularly crashes and it just seems generally useless.

    It would be cheaper for me to put the files on an external hard drive and keep them outside the house.

    Another example of BT being rubbish… customer service is appalling. When will BT and other companies realise that the money they save on using offshore call centres is lost in customer satisfaction. This just demonstrates how little customer service matters to BT, it's all about the profits and fu** the customers.

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