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

duchy

That's a little bit of a presumption -I work for a different phone provider but I can certainly track faults/troubleshoot etc too.

I'd be trying an entirely differant phone to rule out a problem with the base station and if it still wasn't working get them to reset it and then call me back. If it fails straight away ask them to open a TR (or pass you to someone who can) so an engineer can deal with it.

borders

I worked for BT in the engineering repair centre. I know exactly what the Indian centres can and cant do. They should have already gone through the checks with the customers equipment and can check that the service is provided but thats it. Customer has two phones and both have the same problem.

India have no access to MML to check data or run remote caller display tests. A TR (trouble report?) should have been raised every time the customer called so that the next report shows what has already been done. By the third report it should be getting passed on to someone with more access to other test facilities. The fault doesnt go straight to the engineer in the exchange but to other engineers that can do far more remote testing than India. India does have access to the exchange but only to the transparent mode. That only lets them read, cease, provide within restricted limits.

(Though I may be making a big assumption that they have done the basic checks).

Loobysaver

To be honest I don't think the call centre did much at all. They kept asking me if I wanted caller display activated and I kept telling them that it should already be active and there is a problem. She just then said I'll check and activate it and call you back. When she did the caller display worked, I then also called the phone from my mobile and it worked again but then nothing after that.:(

2nd call I made on Friday, and yet again they didn't seem to comprehend what I was telling them. I was put on hold for ages, the guy kept talking in a foreign language to his friend in the background and he then proceeded to tell me it would be sorted in 24-48 hours. When I told him this was the 2nd time and could he guarantee that, he then said actually it will take up to 72 hours! Well it's now Tuesday and nothing has happened. I have filled out another email form on the BT site following Stephanie from BT's profile so I will see.

I have even unplugged the phone from the filter and plugged it into the main socket and it still doesn't make a difference.

To make matters worse as I can't see who is calling me, I had to endure a call from Talk talk hassling me about my broadband service trying to offer "discounts" Deep joy!

Loobysaver

BT_company_representative wrote: »

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

Thanks, I have done this Stephanie.

borders

Loobysaver

let us know how you get on. Duchy was right in saying that the first thing to check is your own phone. India should do that with you. There is a procedure to do this. Or if you could swap display units with a neighbour/friend to see if the fault stays with your line or your phone.

'Activating' the service can mean a few things. 1. It wasnt provided when they looked, so they provided it. 2. They ceased and re-provided the facility to reset it. 3. It was provided but they actually activated it. You can switch off caller display by putting in a code on your phone. It does happen, especially with kids using the phone.

I mentioned the problem with the leads at the line cards in some exchanges because somebody had already mentioned line cards. I'm not saying it is this, but it can cause intermittent faults. This can be proved making 6 test calls. 5 calls go down one lead and then the next 5 go down the next lead. The leads arent just for your line, several lines work over them. Making 6 test calls makes sure both leads are used. India wont know this.

There are other things an engineer can check. It shouldnt be a difficult fault to prove but the fact that you've had to report it several times is ridiculous. They cannae get the staff nowadays.

Loobysaver

Well so far I'm still waiting for a respone from Stephanie (BT) on this forum. Filled in the form and so far nowt. If it isn't sorted by the weekend, I'm going to get hold of another phone to test just to make sure it isn't that. Haven't got much time before then because of work etc.

Why does something seemingly so simple seem so difficult to sort!?

Phones4Chris

Do you have Broadband? Sometimes some broadband filters don't pass the CLI data (or go faulty and don't pass the CLI data). If so, plug your base station straight into the Master socket Test socket (no filters/router etc) and see if that solves the problem. If so, try another filter that the base station is plugged into - a decent "rat's tail type" - that's one with a flying lead that goes into the socket - not one of the cheap ones that looks a bit like a socket splitter!