How can i get to speak to a manager at BT?

Loobysaver

twice now I've had to speak to an indian call centre as my caller display has stopped working and both times they have been useless. They keep saying they will activate it even though it has been on my phone line for over 5 years so why would they need to do that.

Both times they say it has been fixed when as soon as I put the phone down and someone calls me it stops working.

I just want to speak to someone that actually can understand and deal with the problem.

How do i escalate the problem?

penrhyn

Are you sure its not your phone, I had one recently where the CLI stopped working?

Loobysaver

What does CLI stand for?

Don't think it is my phone. I have a triple set of panasonic handsets and it doesn't work on either of them. Both times when i have reported the fault, when they have called me back the caller display works and then within a few hours it stops working again. My caller history on my phone shows calls logged on 22 dec, then 6 jan then nothing.

spike7451

Loobysaver wrote: »

What does CLI stand for?

Don't think it is my phone. I have a triple set of panasonic handsets and it doesn't work on either of them. Both times when i have reported the fault, when they have called me back the caller display works and then within a few hours it stops working again. My caller history on my phone shows calls logged on 22 dec, then 6 jan then nothing.

CLI-Caller Line Identification.It might be a fault on the line card in the exchange.

Loobysaver

spike7451 wrote: »

CLI-Caller Line Identification.It might be a fault on the line card in the exchange.

If it is the line card (whatever that is), is that something a BT engineer would have to look at?

Heinz

Loobysaver wrote: »

What does CLI stand for?

Don't think it is my phone. I have a triple set of panasonic handsets and it doesn't work on either of them. Both times when i have reported the fault, when they have called me back the caller display works and then within a few hours it stops working again. My caller history on my phone shows calls logged on 22 dec, then 6 jan then nothing.

If you only have the DECT phones to show the Calling Line Identity, try unplugging the DECT base station's power supply from the mains for 10 seconds and then plugging it back in again (it's a computer and may have become confused).

Loobysaver

Heinz wrote: »

If you only have the DECT phones to show the Calling Line Identity, try unplugging the DECT base station's power supply from the mains for 10 seconds and then plugging it back in again (it's a computer and may have become confused).

Just did that and it still doesn't make a difference. My display unit still just shows "incoming call" instead of a phone number or name.

Heinz

Loobysaver wrote: »

Just did that and it still doesn't make a difference. My display unit still just shows "incoming call" instead of a phone number or name.

spike7451's suggestion re a faulty line card at the exchange looks favourite then. That's a fault report job.

caz2003uk

Might sound like a silly question but is the number calling you a witheld number?

When the number is not available as its witheld, I get "incoming call" instead of the number

BT_company_representative

Hi Loobysaver,

I can look into this for you if you want.

You can get our "Contact us" form by going to my profile page.

Thanks,

Stephanie

borders

Needs to be looked at by an engineer. You can get intermittent faults on a system x exchange as there are two leads which provide the service to the line cards. If one is faulty then it can test ok over the good lead but you still have problems.

The real problem is that the centres in India are not engineers. They are probably just ceasing and re-providing the service. They are not actually looking at the cause of the problem. Insist on the fault being passed to the exchange. Tell them it is a repeat fault. Ask for the fault report number. If they have been recording it properly then your next fault should end in a B. Ends in A for a repeat fault, B is two repeats. Should always be passed to the exchange for a B fault.

There are other things it could be but get it to the exchange engineers to look at.