I have been having the same problem. I signed up to a BT landline earlier this month and I have received a bill that I need explaining. I have phoned the 0800800150 number so many times I have lost count. I have waited on average around 45 minutes, have tried calling after 8pm, at 8am and no luck whatsoever. On a few occasions I waited over an hour!

I am now convinced that there is no one at the other end of the line. I mean they can't possibly be there. There is no other explanation for the fact that so many of us have been unable to speak to customer services after repeated attempts lasting many hours in total.

What a disgrace. In this supposed democracy of ours, what voice do we paying customers have but sit and suffer this unfairness? They are taking our money and providing nothing in return.

www.connectotel.com/marcus/ceoemail.html

The link above will give you BT's CEO's email address.  I emailed him on Wednesday evening after having waited on the line for BT to answer for over an hour for the umpteenth time.  I was polite but to the point.  He emailed me back within 5 minutes and said he was passing my email on to his high-level complaints team.  Someone rang me the next morning and expressed total disgust with the way I had been treated.  He is sorting the problems for me and crediting me all charges to date including the £125 installation fee.  He has given me his name, telephone number and email address in case I have any further problems.

I suggest you all do the same - the more complaints that Ben Verwaayen gets the more BT will have to do something about it.

Oh and by the way, OFCOM can't do anything about the fact that you can't get through to BT - they say that if you can't get through to your provider then you have to take it up with them!  I think that's called Catch 22.

Good luck. 

 

 

bt are useless full stop...they might be cheap but id rather pay a little more for a better service..

they were meant to take a bill by direct debit from my wife...didnt take the money that was there and cut us off...probably cos they couldnt get off their F$% A$%^&£ and set up a dd with the bank...

like ive said before you can only get through if you paying a bill,but even then dont count on it being processed properly

DONT GET ME STARTED ON OFCOM...they wouldnt know a complaint if it bit them on the backside.

surely if its costing the consumer and time and efford to keep trying to get through to bt then at somepoint ofcom should intervene and demand bt  and other companies provide a adewate standard of service.

ON THIS SUBJECT I HAVE I MOTTO..BLAME THE STAFF NOT THE COMPANY.

Just wanted to add that I've been having serious problems with BT, and I emailed Ben Verwaayen using the email address listed on the site in the above post - Bearing in mind it is sunday night, i still got a reply within an hour telling me my problems have been passed onto the high level complaints team. hopefully i will get somewhere now! thanks for the advice!

I'm a BT employee. No we do not all use the same systems in different departments and ringing the wrong one causes ques for the customers who actually NEED this department. Also if your problem is solved you shouldn't still be e-mailing about it. Many people do this and all it does is create a back log and delays for customers who need help. Customers come through blaming BT and shouting and swearing at advisors and claiming it's BT's fault the ques are so long. The majority of the time it's just massess of people who have called the wrong number and yet advisors still have to take the abuse for it. All i suggest is that if you do not have the correct number for the department you wish to call then dial 100 and they will get you through.