How do you get BT to actually fix something?

RMH03

we origionally had a connection with O2 which was great. in the summer out next door neighbors had some problems with there phoneline, either there phone or internet would be working at any one time but never both. Bt came out and fixed this.

The next day our phoneline went down we contacted bt and an engeneer came round and restored the phone, however this seems to have knocked our internet connection out. we carried on complaining through O2 and were told 3 weeks later that "broadband internet is not available in your area" this is abviously a tad annoying because we've had braodband since the days when 512k seemed lightning quick.

Eventually we told O2 where to stick it and went direct to BT. Ever since we have been placing orders one week that are cancelled the next week due to a 'technical problem' that no one can tell us anything about. this has happened at least 10 times now and is getting very old.

TLDR

Bt suck there is a fault with our line, how do we get someone to fix it so i can get my xbox live

corcorigan

Phone them up and don't let up until something is resolved.

Failing that a letter might work. Writing is scarier somehow.

RMH03

phoning them does not seem to work. Most of there call centres are in india (not that there is anything wrong with indians at all but comunication is alot easier when 2 people understand each other) and when I get transfered to the scotland call centre they will happily place another order for me. No one will tell me what the actual problem is and the order gets cancelled without fail. I then phone up again and they wont speak to me until I have placed an order and when thats done I have to wait because it might be different this time. I have tried loosing it (and I do a very good line in loosing it btw) staying very calm and being fim but not aggressive. The problem is every department thinks its not there problem. I have spoken to managers every time i have phoned up. I've lost count of the amount of times I have been 'fast tracked' and I'll definatly be on by the end of the week. I have been in contact with the ombudsmen who advised me to send a letter which I did then threaten them with legal action, which I did. I really have no clue what else I can do short of moving house.

ExpiredHero

I have had major problems with BT in the past, but was able to find a very helpful number that dosn't lead to a call cetre.

Try ringing this - 0207 3565000 - that should get you to the switchboard for the BT Chairmans Office. Explain to the operator there your problem (it seems to be just a reception desk) and ask to be put through to the complaints department so that they can help resolve the problem so that you can place an order. Also, make sure you say that you have tried the usual call centres but have had no luck and that you are ringing their Switchboard out of desparation.

Hopefully, you should then be put through to the highest complaints team at the BT HQ rather than a call centre (which is where they transfered me). Explain your problem to them making sure to say once again that the call centres have not helped, and give them any reference numbers you have been given.

With any luck you should get somone there who will take charge of the problem and help sort it out for you.