Fuming at BT

mattie2012

Hello,

I recently had to move my Father to his new home. He is suffering from a form of stomach cancer and (for mine and his peace of mind) I arranged for BT to come and install a phone line for him on Monday 19th July. Evreything has been a rush seeing as I had a holiday arranged for the 19th july with my own family. I tried phoning Dad from my holiday in north wales and just kept getting a ring tone and no answer ( maybe he's gone for a walk with his dog or something crossed my mind)! My holiday has been cut short because i've rung him so much up to this point with no answer. I've tried over and over to get through to a BT representative to no ovail I was even told that if i gave my number then someone would get back to me ASAP but nobody did.

I've just managed to get through to an indian woman who told me I'd been put through to the wrong dept but she would transfer the call to the proper dept. Even she couldn't get through to the right dept so she told me she'd get them to call me back ASAP and still nobody has phoned me. What does it take to speak to a representative of Britain's so called best phone company?

My Dad's Brother (also a cancer sufferer) has just phoned me to ask what is wrong with my Dad's phone? I had no answer for him because i can't get through to speak to anyone myself!

Can anyone help me please, is it too much to ask for to speak to your own Father and check up on him?

Browntoa

Bt rep posts on here , they should reply as soon as they spot this

their profile is here

http://forums.moneysavingexpert.com/member.php?u=687371

and they are online at the moment ,

savemoney

Just a thought is there any local who can pop around to see him neighbours, relatives etc

Hope he is okay

KimYeovil

Yes, the fact that your holiday is more important to you than arranging for your Father to be settled in first is, of course, entirely BT's fault. Spending £15 on a mobile phone and £10 on some credit in the interim would, of course, been totally out of the question.

mattie2012

Thanks both for your replies, if i don't get a reply from a BT rep then I will go and see him myself. I just need to know when the phone will finally be connected really, so that I can check up on him. He's had a couple of bad turns up to now and ended up in hospital, so if he is unable to phone me or an ambulance he will be stuck.

Also, one of his daily pleasures is to chat to his brother (in much the same health) so i'm sure you'll understand his phone is a lifeline between the two of them.

Thanks again for the concern:)

mattie2012

Kimyeovil,

I've already bought him a mobile phone but there are some people who you can't teach to use the things. Also the holiday was arranged before i knew he was moving, so that and the fact that I couldn't dissapoint my kids was the factor that came into the equasion.

I'm not that naeve as to go on holiday before seeing to my Father's needs, sometimes you have to make sacrifices I know but had the phone been installed as expected then all would've been well.

I'm finding it strange that others post on a thread in the phones section before BT representatives have spotted it eventhough i've been told that they are online at this minute. What do you think the explanation for that is?

DVardysShadow

mattie2012 wrote: »

What does it take to speak to a representative of Britain's so called best phone company?

No help to you, but Britain has not had a good phone company for a few years now, never mind a best phone company

mattie2012

This thread has been up all night now, even with BT representatives online and still none of them have answered it. I will be speaking to offcom tomorrow and BT supervisors and department managers (should i be lucky enough to get through) over the shoddy service and shoddy way in which they treat their customers.

What has happened to true customer service/support in this country?

There was a time when companies took care of their customer's and welcomed their feedback, but just as long as these people get paid at the end of the week is all that matters nowadays, eh!?

BT_company_representative

Hi mattie2012

I have just seen you post and would like to help you with this, I can check to see if your father's line has been installed but unfortunately if there has been an issue with the installation of the line or a fault has occurred I would not be able to speak to your father as the line would not be working. If you look in my profile section you will see my contact information, if you could send your fathers account information, your forum username and a link to this thread I will look into this for you.

Regards David

mattie2012

Hi David,

I'm sorry for my tone last night but as you can imagine I was totally fuming over this issue.

an update:-

I managed to speak to a company representative this morning and it was indeed a fault on the line and the line was installed from Monday 19th July as predicted by BT. I'm sorry for my attitude over this whole matter, it is against my nature and totally out of character for me to moan online like that, but after losing half of my holiday and worrying about my Dad i'm sure you can see how it happened.

I've been told that the problem is now in the hands of open reach and that they aim to have the problem resolved in the next 3 working days.

Thanks all for your help

Matt

savemoney

Hope your Dad is okay, I realise you were obviously worried hence the tone, most of use I am sure would feel same, at least it shows you care about him

I also know whats its like to get parents to learn new gadgets my mum is suffering I suspect from dementia and cant get her to use a mobile or even a pvr to replace her old vhs, I gave up trying in end