To think BT are a useless shower of shit

[EdithStourton]

We had an ongoing problem with them since last summer. I finally changed supplier, jemmied the money we were owed out of them after umpteen phonecalls, and went to the Ombudsman when they fouled up the change of service.

They are trying to pay my compensation by crediting it to my account THAT I DON'T HAVE. They have just told me that my new bill is ready. Well, it shouldn't fucking be as I DON'T HAVE A CONTRACT WITH THEM ANYMORE.

All I want them to do is pay the money agreed (it's not a lot, as the Ombudsman offset all the various small amounts they paid against our bill for months and months) and FOTTFSOFATFOSM. But that, it seems, is too much to ask.

They are utter shit. We are now looking at the third engineer visit this month One came out on 7 May and did a fix that lasted a week and a half.
Phoned BT on Sunday and they arranged an engineer for between 8am and 1 pm today. Booked a morning slot because i had an appointment this afternoon. They came at 12. 50 looked and said the problem wasnt in here but outside. THEN disappeared never to be seen again. I went to my other appointment and after i came back they phoned and said they will send a "specialist" engineer to check the network WTF was this morning about then Wasting our fucking time. Been having constant dropouts for a month. Last Friday we were getting 5 mins internet every HOUR.

How the fuck do the customers who work manage Do you have to keep taking time off?

And third engineer visit this coming Tuesday afternoon thus completing the hat trick

@EdithStourton

How did you get the Ombudsman to help you.
They are due us over £2000 and offered us £50 as a credit.
I don't know where to start. Could do with some advice from you if you don't mind.
They are really really awful.

@Mollypolly2610 it was a few years ago and I can't really remember. I think I got as far as I could with their internal system and then contacted the ombudsman - I think if you look on the ombudsman's website it says what you need to have done first. I'd had loads of stress and hassle and wasn't impressed by the ombudsman's ruling, but it was better than nothing.

Yes they are shit. We've had months of very poor WiFi. We live in the sticks, with very little phone signal, and no 4G, so as soon as the WiFi goes we are cut off. I have to drive up the road to report a fault. We had simular experiences with engineer turning up at the wrong time, then not turning up at all. Finally got a guy out from open reach, which improved it a bit, but still not good for my Don working from home. So they then said tgey would send a new hub - didn't turn up. Sent another - no improvement.

You would normally need to have a complaint logged with the CEO as this is the highest complaint level - once they’ve exhausted all options and offer a solution/compensation if you choose to decline it they should offer you a deadlock letter and this is generally the only way it can go to the ombudsman (I might be wrong but if you try contacting the ombudsman with the issue and BT haven’t issued you with a deadlock, the case would be closed and you would be referred back to BT)

Housing ombudsman works much the same way.

@hg167
Thanks for the advice. They offered my DH £50 over the phone - couldn't get anything in an email - he declined this offer.
We were a bit stupid I think but he is 72 and thought they would be honest - I want to take this further.
They said it was his fault for not contacting them, but surely they should have contacted us.
We can't afford to lose £2000.

I will contact the Ombudsman and see what happens. I just feel so helpless.