yet another BT complaint

rachel83_2

it would be difficult for me to explain this all over again so here is a copy of the complaint i sent to BT i tied to do it on the phone but it was pointless.

Hello,
I would like to make a comlaint regarding the level of service i have received today when trying to sort out my telephone line. I will start from the beginning,
1 week ago i telephoned regarding my telephone line, i wanted to add a fax machine to it and obviously this would not be possible on my current phone line as i would not be able to receive calls and faxes at the same time. I was told this was rubbish as my telephone line would recognise that it was either a fax or voice call and i was worrying about nothing.
Then today after receiving my new fax machine, i followed the manifacturers instructions and my machine was working fine, only i could not receive voice calls, so i telephoned my manufacturer who told me i need a second line or a second number on my telephone line.
I contacted BT regarding this at 2pm this afternoon and was on hold for a long time.
When i finaly spoke to someone i was told i was through to the wrong department and i was put thru to sales who subsiquently told me that i could use my hub phone. After me explaining i could not use this as i use both numbers i was told i would need a second line (THIS IS WHAT I ASKED FOR OVER A WEEK AGO) but they were unable to add a second line to my account as there computer had crashed and i was put thru to one of his colegues, after speking to his colegue who couldnt even understand me saying the didgits of my telephone number never mind what i was asking for. I was told that i cant have a fax machine on my line and i need a second line (YES I AM AWARE OF THIS AND THIS IS WHAT I AM ASKING YOU FOR)he tried to process it but couldnt and he would have to do it on a seperate account, i was then told i would have to give a £50 deposit for this, as you can imagine at this point i was getting frustrated and i told him it didnt matter i would go to another provider who would be delighted to give me another telephone line and it wouldnt cost me this much money.
After speaking to just about every employee of BT but not the one who has the ability to imput some data into a computer for me i asked to speak to a manager this was at 6pm. I spoke to the manager who told me she is very sorry and i could have had the extra line on my account all along, not to worry she would sort this out now.
Suprise suprise, her computer didnt work and she was going to put me through to sales. At this point i hung up the telephone, still with no second line, no apointment for an engineer to visit me and a fax machine that i cannot use properly

So in conclusion i ask you 2 questions,
1) What are you going to do about this?
2) Do i have to go to another provider in order to get a second telephone line and maybe just maybe have some customer service staff who know how to use a computer

Heinz

I think you are confused. Telephone/fax machines have been on the market for many years.

If an incoming call is a fax, the call is routed to the fax, if the incoming call is a voice call, the call is routed to the telephone instrument (or answering machine). I used to have such a machine when I ran a small business from home in the 1980s.

You don't need a second line.

ORE

you dont need a second line. just use the same number you have for faxes and if you set the fax up correcly the machine will recognize if its a fax or call coming in...you would only need a second line if you wanted a different number for your fax. you'd then be paying 2 lots of line rental etc for no reason. i have one line and have phone and fax on it.

holidays2zante

people seem to think you can have everything all at once these days with broadband and phone at the same time.

so basically the first advisor you spoke to was right you can have fax and phone on the same line. just not at the same time.

rachel83_2

sorry i didnt explain myself properly,

i need my telephone to be in use at the same time as my fax, this is why i need a second line

bluedove

If you need a second line for fax this can be provided for you, though BT suffered some system crash a few weeks ago, the sales dept could not place any orders for customers. if you have BT business BB and you are a business customer call the sales office and ask if they can activate Voip on your BB and that can be used as a fax line with its separate number also won't cost you for installation charge for a new line.

ACDeag

Could always try Vonage

https://www.vonage.co.uk they do a fax line add-on