New BT Account - WLR3 - Nightmare! Please Help!!

Scotty1985

:beer::beer::beer::j:j:j

Called BT this afternoon as no-one had got back to me regarding my refunds and orders.

I called the CEO office again and spoke to my rep. she said it will be done by the end of the day. Got a call at 5:30pm from a Trevor Macintosh lol to say that he had:

- Cancelled my Call Barring and refunded me £5.75
- Refunded me for 2 weeks line rental £5.25
- Ordered my Caller Display feature and 1571 - on in 24 hours
- Offered me compensation in the form of 3 months line rental FREE!

This I accepted and am now waiting to make sure the features come on by this time tomorrow.

If you are a recently new customer to BT, you will have been put on their new WLR3 system and i feel for you.

Customer Services wont know you. Dial 0800 022 3089, you will wait at least an hour but its free and they will recognise you.

If they do not sort it email [EMAIL="ben.verwayeen@bt.com"]ben.verwayeen@bt.com[/EMAIL] and tell him

He will get his CEO Team to contact you, if not call 0207 356 6666 and talk to them yoursef.

They can not do the work themselves but give the Line Managers that can a good kick up the a**e to get it done!

They are useless.....They know they are.....but you get there in the end!:money:

BritBrat

Ordered my Caller Display feature and 1571

Is that caller display or a way to cost your friends and family money?

Scotty1985

I have changed the number above - sorry my fault.:p

Caller Display is just so I know who is calling and 1571 I am using until I get my new homephone next month with answer machine

Heinz

Scotty1985 wrote: »

.... 1571 I am using until I get my new homephone next month with answer machine

Remember to set it for 8 or 9 rings so F&F have the choice to hang on and leave a message or hang up and avoid the cost of their call if you're out (you can tell F&F, if you haven't answered after 5 or 6 rings, you're out or busy).

Scotty1985

Yeah, they all know

Drunkstar

Scotty1985 wrote: »

If you are a recently new customer to BT, you will have been put on their new WLR3 system and i feel for you.

Not true at all. I am still putting people on the older style system. Though in the very near future everyone new will be put in WLR3 though.

Drunkstar

In addition to this, as of monday EVERY new customer will go on to WLR3. The problem is that the contact numbers almost all still bring people through to the normal departments. So its a case of waiting to get to us, then us transfering you to the WLR3 teams. Suckage for everyone concerned.

lisa109

Spent 2 months trying to get my line connected after moving house and had same problems with the WLR3 - even though telephone line already existed. Thanks for the recommendation to email Ben - I did and was contacted by the Chief Exec's office who have sorted it out in a week. They phoned me which makes a change! The call centres are a disaster and I do feel sorry for anyone having to work there - after 50+ calls and hours waiting how can you not be angry. They also refuse to pass you to anyone that you can complain to - just goes back to the customer services number and another long wait with no one ever answering. Will try the compensation route.

bunking_off

You see, painful though all of this is, there is a reason behind it.

Until now BT Retail have gone through one set of interfaces to configure their customers, whereas if you sign up with an alternative provider that used BT's network they interfaced to BT in a different way. BT could make all the commitments they liked that the second way wouldn't be inferior to the first, but there's a question of incentive.

Now BT's own teams will suffer the pain that the alternate providers do, there'll be all the incentives to get the systems in order. Not much comfort if you're a customer at the (b)leeding edge though...

fortuneandglory

I'm having a similar problem to Scotty. I recently got a new BT account, and yesterday, they sent me a bill for my first three months' line rental. OK. But nobody recognises my account number, not the automated service, not the web site (I can't even register my account) and certainly not the people I speak to at Customer Services. I spent over two and a half hours on hold to the 0800 022 3089 number today before giving up and bursting into tears. The bill's already late in being paid, because I only received it yesterday, on the same day it was due to be paid. I hate being in debt, and it's so frustrating. I don't want to spend another 2 hours on hold. Apparently, the people I need to speak to can't call me. The only way to do it is to keep calling and calling.

Is there ANYTHING I can do? I've tried emailing Ben Verwayeen, but the email just bounced straight back.

If I transfer the money straight into their account, will it work? I'm wary about doing this, as if their systems don't recognise my account number, how will they know what I'm paying for?

Any advice gratefully received, I'm desperate here.

Kate