Anyone know how I get to BT Customer Complaints?

[Kermit power]

Evening all,

I've got a BT Broadband contract so that I can watch the rugby on BT Sport. The problem with this is that I CAN'T watch BT Sport, and haven't been able to for weeks!

If I try to watch it on a weekday morning (as we discovered when a BT engineer came out to check the Youview box), then it all works fine, but if I try to watch on a weekend when other people are also trying to watch, I just just get a black screen for a while, and then an error code IPC6023.

The BT technical people have tried everything they can think of over the last few weeks, including replacing the hub twice, but they've completely unable to fix the problem. Problem is that I've got a year or so left to go on the contract, so the technical people just say "you can cancel the contract, but you'll have to pay for the full thing", and refuse to transfer me to a customer complaint team or anything similar.

Does anyone know how I can go about getting BT to cancel the contract, given that they're not providing me with the service they advertise? Even knowing how to talk to someone in BT with that theoretical power would be a good start!

[Monkeylegend]

When I have ever had a problem I just phone the customer service number on my bill and speak to somebody who always up until now have sorted it out.

[jmorgan]

Tried the BT community forum? They seem to get visits from but officialdom.?

[Kermit power]

Monkeylegend said:

When I have ever had a problem I just phone the customer service number on my bill and speak to somebody who always up until now have sorted it out.

I think the problem here is that they can't sort it out. They've tried absolutely everything technically to fix it and failed.

[Monkeylegend]

Kermit power said:

Monkeylegend said:

When I have ever had a problem I just phone the customer service number on my bill and speak to somebody who always up until now have sorted it out.

I think the problem here is that they can't sort it out. They've tried absolutely everything technically to fix it and failed.

I was thinking more re cancelling your contract.

Is there such a thing as a telephone Ombudsman?

[clockworks]

I had the same problem trying to cancel BT TV when I couldn't get it to work reliably , told that I had to pay for the rest of the contract. Fortunately a new, later model, hub, and a direct ethernet connection sorted it, at no cost to me.

Are you paying for fibre (Infinity) or standard broadband? What's your line speed like in the morning and evening?

[pheasant]

Letter straight to the CEO, but first go to a stationary stores and but a red P&C stamp, that way at least it gets to his PA

[Kermit power]

clockworks said:

I had the same problem trying to cancel BT TV when I couldn't get it to work reliably , told that I had to pay for the rest of the contract. Fortunately a new, later model, hub, and a direct ethernet connection sorted it, at no cost to me.

Are you paying for fibre (Infinity) or standard broadband? What's your line speed like in the morning and evening?

BT Infinity with a pretty constant 70 meg speed at all times. Everything else is fine, it's just BT Sport on YouView that doesn't. It feels like they don't have enough server capacity on their end to cope with peak demand.

[clockworks]

So the other "internet only" channels are fine, just the sport channels that stop working?

[Kermit power]

clockworks said:

So the other "internet only" channels are fine, just the sport channels that stop working?

Correct, and it's really infuriating!!

[red997]

I can probably help out.
email me through PH & I'll see what I can do
David

[GT6k]

For the brief period I had BT sport it did exactly the same thing. All worked fine until 5mins before any big game started then went offline with various error messages then came back five minutes after game finished. I never managed to successfully watch a match.

[Red Devil]

pheasant said:

Letter straight to the CEO, but first go to a stationary stores and but a red P&C stamp, that way at least it gets to his PA

^^This^^

Also - http://www.ceoemail.com/s.php?id=9591

For a possible tech fix - https://community.bt.com/t5/YouView-Boxes/BT-YouVi...

[Lopey]

I've always found complaining on twitter to be effective, but you need a couple of hundred followers before they take notice.

[soad]

Lopey said:

I've always found complaining on twitter to be effective, but you need a couple of hundred followers before they take notice.

Followers? I heard you could buy those...

[Foliage]

Yep, Just email the CEO team.

[Andehh]

Foliage said:

Yep, Just email the CEO team.

Parents spent 2-3 months trying to get a landline installed in a renovation re-build. Multiple BT visits and dozens of phone calls with no progress made. A polite, concise, but firm email to the CEO had his team contact them same day, within a week all sorted!

[stuarthat]

Bt complaints Twitter phone rang 20mins later sorted

[Who me ?]

Foliage said:

Yep, Just email the CEO team.

Used to be that you asked for fault to be referred to first line manager, who had to refer it upward next day etc, so yours got priority to stop questions being raised.

[Colossal_Squid]

For a proper response from BT you need to reach the Executive Level Complaints. They are a team based in the UK.

Try 01277 326 186 and leave a message, include your contact number and BT account number. You should get a swift call back.

If no luck with this try 01977 598 162 and ask for Bruce.