I can't get through to the BT Services department - what other numbers should I try?

oojeyboojey · 31 July 2007 at 8:53AM

I called last Monday (23rd July) to get my landline activated - I got through the credit check fine, and was told my new number and that it would be active within 48 hours. I was on hold for 20 minutes for this call.

50 hours later, I call back only to be put through to a different department, which then told me was the wrong one. They tried to put me through to the right department but it was busy, so they sent an email enquiry on my behalf which would be responded to "within 72 hours". I was on hold for half an hour for this call.

It's now Tuesday 31st July morning, I've spent a total of 4 hours on hold to various departments, mostly their "services" on 0800 0223089 which seems to have nobody working there. I've emailed them a complaint, but am not hopeful.

Since I've been having to call from work, this is a major inconvenience! Does anybody know a number I could try? I've tried the following so far:

0808 1007722
0800 0223089
0800 800871
0800 800150

MrsPhillips_2 · 31 July 2007 at 10:07AM

Hi there. Not going to be able to offer much advice I'm afraid as I had much the same problem when I switched to BT. Ended in a total of 11 hours trying to sort out my landline and a VERY snotty letter to BT as I wasn't prepared to ring and complain. Luckily I still had the landline at my old address to sort it out but what a nightmare trying to sort it from work. The Phone book isn't actually a lot of help either.

I don't think it matters which number you call, you'll be on hold forever and be passed from pillar to post. All I can say is stick with it and once you're sorted demand compensation.

cazziebo · 31 July 2007 at 10:14AM

I had no end of problems with BT - broadband, line faults, huge amount building up on account because direct debit was so high, and had the same problems as you-re trying to speak to someone.

got the email address of the chief exec from a very kind person on these boards - emailed him, and a very nice chap from the CEO office called me and sorted everything out in an hour. I also got a credit on my bill for the inconvenience. The email address is ben.verwaayen@bt.com

Good luck

C

oojeyboojey · 31 July 2007 at 3:27PM

cazziebo wrote: »

I had no end of problems with BT - broadband, line faults, huge amount building up on account because direct debit was so high, and had the same problems as you-re trying to speak to someone.

got the email address of the chief exec from a very kind person on these boards - emailed him, and a very nice chap from the CEO office called me and sorted everything out in an hour. I also got a credit on my bill for the inconvenience. The email address is [EMAIL="ben.verwaayen@bt.com"]ben.verwaayen@bt.com[/EMAIL]

Good luck

C

Poor chap - I bet everyone will email him now! I've emailed them a complaint, so might wait to see if I get a response from that before emailing that chap. Thanks for the info!

MrsPhillips_2 · 31 July 2007 at 3:34PM

I'm going to wait another week for a reply to my letter and then I'll be emailing him too lol

Let us know if you get a reply!

Drunkstar · 31 July 2007 at 7:51PM

You obviously have a WLR3 line, the dept that deals with it is tiny but they are the only ones who can help as the rest of us cant even see your account. The waiting time can be over 4 hours to get to them.

Oh, they are the 089 ending number.

oojeyboojey · 2 August 2007 at 3:50PM

Drunkstar wrote: »

You obviously have a WLR3 line, the dept that deals with it is tiny but they are the only ones who can help as the rest of us cant even see your account. The waiting time can be over 4 hours to get to them. Oh, they are the 089 ending number.

So what do you think the problem with activating my line is? Several people have suggested that I cancel my account and start the process all over again - would that potentially help, or would it just put me back at the beginnnig again?

I still haven't heard from them - one guy I spoke to said "Well if you don't want to call from work, why don't you go to a phonebox?". What a nice guy. Yes, 4 hours in a phonebox sounds like a reasonable way to spend my evening in order to find out what the problem is with a service I'm not getting.

I'm going to send an email to [EMAIL="ben.verwaayen@bt.com"]ben.verwaayen@bt.com[/EMAIL] now!

thunderchump · 2 August 2007 at 4:05PM

i spent about 6 hours on hold one weekend trying to find out why hadn't been appointed an engineer to connect my line. emailed the CEO and got a call from them admitting my order was "lost" they sorted it out and said openreach will contact me to connect the line. 10 days passed and nothing, so emailed CEO again and they rang me back and sorted me an appointment out to get connected tomorrow (38 days after my order). 38 days to get a line connected it disgusting. still got BT vision and total broadband to get yet (GULP). wish me luck. don't even wanna think about them not turning up tomorrow!

oojeyboojey · 2 August 2007 at 4:09PM

Below is my email (I blanked out my contact details for obvious reasons):

Dear Sir,

I have been advised to contact you after spending over 5 fruitless hours on hold to BT's services department.

I called BT on Monday 23rd July to activate the telephone line in my house - I was told categorically that it would be up and running "within 48 hours". I was on hold for 20 minutes in order to get through to the lady who processed my order.

50 hours later, I called again to find out why my landline was still not activated (there's a dialling tone, but any number I type is "not recognised" and the telephone number assigned to my account doesn't work). I was put on hold twice and put through to the wrong department twice - in the end, I had the last person I spoke to send an email enquiry on my behalf. He warned me that it would take up to 72 hours for a response, but he told me that there was a "delay" on my order. That was on Wednesday 25th July - I still have not had a response. I was on hold for 40 minutes for this call.

Since that time, I have called the "services" department on 0800 0223089 - from work, as I can't call 0800 numbers for free on my mobile - and have been on hold for a total of 5 hours. Nobody has answered. There is no recorded message explaining the delay. When I call other departments to ask for help, I have not received any explanation for this terrible lack of service, and have been advised to "go to a phonebox" and spend an evening trying to get through.

On Tuesday 31st July, I emailed a complaint and have still not heard anything in response.

My order number is VOL******* my name is Natalie ****, my address is *** and my contact number at work is *****

I am trying to organise my wedding, which is due to take place in little over 2 weeks. I need a landline at home to do this. If my order isn't sorted out within 24 hours, I shall contact OFCOM.

I hope you can help me,

topherxp · 2 August 2007 at 7:58PM

As Drunkstar said only WLR3 advisors like myself would be able to deal with this account. They are training more advisors to be able to deal with the problems with the queue times, so the amount of time you have to wait is dropping down on a week by week basis.

So sorry about the time you have had to wait and hopefully you will be able to get your line on soon.

Drunkstar · 2 August 2007 at 8:23PM

topherxp wrote: »

As Drunkstar said only WLR3 advisors like myself would be able to deal with this account.

God, you guys must get some crap! I know how much crap we get before we transfer on to you. :beer:

I can't get through to the BT Services department - what other numbers should I try?

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