BT problems unable to contact BTs complaints Dept

Heinz

I don't get that. I can log into my account every time.

I don't know whether it'll help but the url I'm using is HERE.

Mark_In_Hampshire

tfc wrote: »

Oh No you can't.

The site displays the message "We're sorry but, due to technical constraints we can't display your account details on our web site. All your account details are safe and secure.
Our technical teams are working hard to resolve this and we apologies for any inconvenience, if you need your bill details please contact an online advisor who will help with your query."

They are working so hard to resolve it that it has been out of use for more than a week.

If, by chance, you happen to be attempting to use the service because you are online billing, and they have just e-mailed you to tell you that your new online bill is ready, then hard luck. If you follow the links they give you to go to the 'online' telephone based bill enquiry service, then brilliantly, they can only tell you the cost of the calls since your last bill i.e. the last bill that you want to see, but cannot.

What a shower!

This does seem to get reported quite a bit on here.

Technically, although BT don't have to give any particular period of notice - ten minutes would be fine as a gap between emailing you and debiting your account - they do have to give some notice.

So if you can't view your bill, they should not be taking the direct debit, as they then breach the direct debit guarantee entitling the customer to have the direct debit voided by the bank.

A mess indeed.

tfc

Heinz and Mark, thanks for the suggestions. It still doesn't work though.

I think the problem is down to the 'experts' who build the BT website. It is over-enginneered, full of inconsistencies and things that just don't work.


for example, I have just attempted to contact an advisor via the link on the error message.

• Click on the link and nothing seems to happen,. But, no, something does happen. The 'experts' have deemed to open the full page that they use for this contact interaction, within the 'My Bills and Payments' tab, which is about 8 lines deep. Unhelpfully, there are no sliders. So, the user has to know that the link should NOT be clicked. It has to be opened in a new window. (i.e. Shift + Click or Right-Click and choose 'Open in a New Window')
• The e-mail form won't allow me to enter the @ in the e-mail address (which is compulsory of course) because it thinks I am copying the e-mail, purely because I press the [Alt Gr] key which I need to do on my keyboard to access the @. Have these 'experts' never heard of non-UK keyboard layouts? Standards are obviously not their big thing.
• Then it insists on an alternative telephone number. I don't have one. (I got away with the same one twice - so much for data quality!)

These are just examples of the difficulties that you can find almost anywhere on the BT website.

They're just having a larf at the customer. BT just couldn't care less.