Forum Topic

BT problems New Rd/Clifden Rd/Brook Road, Brentfordd

Has anyone else had their BT landline out of action for over 7 weeks?  My neighbour has – she is elderly and ill and her phone is her lifeline.  Pointless speaking to BT as they keep giving dates for the problem to be resolved but still ongoing! Can't get any further than customer service supervisor who does not know what is happening.

Samantha Barwell ● 3989d6 Comments

Already did but they just made excuses.  I have written a letter.  Will let you know if they improve the offer - most frustrating people I have ever dealt with.  I am with another service provider.  When they finally fixed my neighbours phone, mine was then not working but phoned my provider and it was fixed the next day.  I had also contacted the council (BT kept telling me they were waiting for them to do something) and it transpired that they had done their element within 10 days!  Again, many thanks for the information.

Samantha Barwell ● 3974d

A pleasure.Although I would moan about £20 as 'derisory'.

Nigel Brooks ● 3974d

Well done Nigel. He's a star!

Jim Lawes ● 3978d

This worked. Sent emails to Chief Exec and Customer Service Director.  They contacted me the next working day and fixed it! Not very impressed with the compensation offered 7 weeks free rental (time it took to fix) and £20 goodwill but at least my neighbour has her phone. Thanks so much for the information

Samantha Barwell ● 3978d

Thank you so much for this.  Have tried OFCOM but was told I had to wait 8 weeks to refer to them.

Samantha Barwell ● 3987d

Totally unacceptable.Here are a selection of BT Complaints numbers, addresses, and alternatives I found, some posted on forums. My advice is to type a letter  then send it to one or more addresses below using 1st class post. I’m sure you will get a response within a few days. Having saved your letter you can also try emailing it to the Complaints BT addresses below.Customer Service Director BT PLC Correspondence Centre Durham DH98 1BTYou could write to BT Head Office,British Telecommunications PLC 81 Newgate Street, London EC1A 7AJ Or perhaps email The Chairman Sir Michael RakeMichael.Rake@bt.comI used the follow email: gavin.e.patterson@bt.com Chief executive BT Retail. 30 mins later I was called by ‘High Level Complaints BT’ team with refund and compensation”, BT High Level complaints number used to be 0800 731 2762.“I got through to this number which got me more information on an ongoing prob with BT – OFCOM Reference Team (0300 123 3333) & (0807 312 762 762) where I was treated with the greatest of respect and efficiency”.

Nigel Brooks ● 3987d