I am writing to complain in the strongest possible terms at the unacceptable delays and singular lack of “customer care” displayed by BT in rectifying the above fault and your cavalier approach in dealing with the number of calls I had to make in trying to get an engineer to actually turn up on the appointed day, yet alone appointed time.
Being unable to get a mobile signal in this area I am reliant upon my landline for everyday calls, and also broadband for carrying out all my financial banking arrangements and various financial transactions. I set out the timelines below:
Sunday 14 July
I discover I have no phone signal or broadband connection. I cannot get a signal on my Orange mobile in the house or garden. I walk 250 yards down the lane in the rain to call BT. I am told that someone will call me the next day.
Monday 15 July
Nobody calls – I am in work so can receive calls. Late that afternoon I call BT again, an apology is made and I am told I will be updated with text messages and an engineer will be out “later in the week”.
For the next few days I get a series of text messages effectively saying that BT are aware of the fault. On Thursday 19 July they stop. I call BT , only to be transferred after a total of 40 minutes wait and then cut off. I call again and after another interminable wait someone says they will find out what is going on. This they then fail to do as they find the department is closed.
Friday 16 July
I return home from work to find a card pushed through the door saying that the outside fault has been fixed but there seems to be an internal fault too as my phone / broadband is still not working and to call to make an appointment. This I do that evening, again taking nearly an hour to speak to the right person. All these calls are made on my mobile and are accruing costs for me. I am told that the first appointment available is Tuesday 21 July between 1 – 6pm. I have to take a days annual leave to wait in.
Tuesday 21 July
At 5pm nobody has called or turned up. I call BT and am somewhat rudely told to wait until 6 and that I should be patient as an engineer is on their way.
6pm – no one has turned up. I have taken a days holiday and am not happy. I call BT again – and again it takes me 40 minutes waiting in the rain before I actually speak to someone. This person apologises and says that there has been a “systems failure” and that no messages have got through to BT Openworld. When asked how long this has been known I am told “since Friday”.
When I ask why I was a) not informed before and b) not told by the person I spoke to only a few hours earlier I am told “I can’t answer that”. I am using my mobile for all calls, it is costing me significant expense and I am unable to pay any bills or carry out any online transactions.
Additionally, I am going through a difficult divorce and am reliant upon daily emails from my lawyer, which I am unable to access. I am told that someone will come out on Thursday . I say this is not acceptable. I am basically told I have no choice but a “customer care representative” will call me around 9am in the morning and a manual appointment may be possible.
Wednesday July 22
By midday – three hours after the promised “customer care call” has not been returned – I call to find out once again what is going on. Long wait, again. After requesting to speak to a supervisor I am told surprise , none available now, and am told once again an engineer will call between 1 – 6 pm on Thursday 23. I have to book another days annual leave.
Thursday 23 July
I wait in ALL DAY and have to rearrange my childcare for my young son, which given my circumstances is not desirable. Once again, No engineer arrives. I am extremely annoyed. I cannot even get a signal down the lane due to the inclement weather and my neighbour offers to let me use their phone.
My first call is made at 4.50 to check if anyone is coming, and after holding on until 5.25 a voice cuts in with the usual “due to a high volume of calls…” and then cuts me off.
I call again. I wait. I am told someone will call me back within 4-5 minutes after they have found out why nobody has turned up. 25 minutes later I am called. I ask to speak to a supervisor and am told I cannot be put through, they will have to call me back.
All this takes 2 HOURS of my and my neighbours time. I am told by the person who called back that the situation is unacceptable but the only thing that can be done is to make ANOTHER 3rd appointment for Monday 27 . I say this is not possible, I cannot be expected to take yet another day of work due to BT’s incompetence. Once again I am basically told I have no choice and therefore have to arrange for a friend to be in the house on Monday. I cannot tell you how difficult this is to arrange.
Monday 27 July
Two weeks and one day after the fault was reported – an engineer finally turned up. The phone was finally fixed, but the broadband remains broken. When I called to find out why I was told to contact Virgin who I have my broadband account with, and that I would receive a “courtesy call” the following day to explain the compensation procedure.
Once again, and with no great surprise, to this day I have received no such call.
I have been without a phone for 15 days, run up mobile phone bills, lost two days precious annual leave waiting for your engineers that failed to show or even give a courtesy call to say they would not be coming, lost sales transactions from eBay and been unable to pay any of my bills from my internet only bank account. I have spent countless hours on hold waiting to speak to yet another customer representative. This whole shabby affair has caused me expense, distress and great inconvenience, and the offer from one of your customer representatives of a risible £10 per missed appointment is utterly unacceptable. I am unable to access your complaints procedure as I still have no internet access.
You will no doubt agree that BT’s failings in this instance are worse than lamentable. I therefore write to request the next 12 months line rental are waived in addition to the standard compensation for missed appointments otherwise I will have no hesitation in removing my custom to another provider.