Disastrous BT switch for my elderly inlaws - URGENT HELP NEEDED PLEASE

MBWNZ

My in laws switched from Talk Talk to BT on Monday. BT have notified that the switch has happened but their phone has not worked since then. Each day we call BT, as inlaws are 200 miles away, are in their mid 80s and very frail, to be told different stories by BT. An engineer was booked to come yesterday but did not turn up. I have spoken each day to various people in the Phillipines and India who say they "hope" to have an update but none comes. We are getting desperate as Father in Law needed a Dr yesterday and they can't rely on their mobile. How can we speak to a person here to get something done? I had another phone call an hour ago asking me if the line was working from a BT person in the Phillipines!! Again they said they may call with an update if there is one. I am at my wits end. Is there a number in this country that I can call. I started by calling faults and they couldn't put me through another department as there was an internal fault on the BT system (you really couldn't make this up). If anyone has a number please can they post it as I am really concerned about my in laws as they are getting really stressed (as am I!) Thank you.

Ms_Chocaholic

Have you tried complaining to them direct on Twitter; I have done this in the past (not BT I might add) and received a swift response.

MBWNZ

Thanks Ms C - I've been thinking about that. I've never used Twitter but am registered on it. To get it directed to them, do I put hashtag BT or @BT or what - am a little unsure as to what to do. Be very grateful if you could guide me!!

Quentin

Try 01277 326186

Or if you are prepared to write, then they have a special form for people who have complained in public:

https://bt.custhelp.com/app/contact_email/c/4950

You do have to give your MSE user name (which some see as unneccesary)

eddddy

For twitter, try @BTCare

see https://www.twitter.com/BTCare

I've never tried it so I cant comment on whether you get results.

MBWNZ

Thank you Quentin. Ringing now. Have left a message.

MBWNZ

Thanks Eddddy. Will get a tweet out asap.

blueghost

go through to cancellations, I had loads of issues with the foreign call centre who were hopeless. got an english guy in cancellations (may have been lucky) who sorted everything out.

MBWNZ

Thanks blue ghost - will try that too.

MBWNZ

Thank you for all your help. I tweeted @BTCare and they responded but weren't able to do much more than make soothing noises. I then found email address for BT's Chief Exec and Chief Exec of Retail and wrote to both. Had a call from Chief Exec's office who promised to deal with it and said they'd be with us "all the way" as it was a high priority "welfare" case (goodness only knows what happens to those people who are not!) but so far no phone working. Called the number suggested above and had a call back from a switchboard operator but nothing more from that.

Seems an incredible feat for a huge communications company to be so inept and incompetent but at this stage just want the phone to be reconnected so my in-law's health and wellbeing isn't in jeopardy and they don't feel so vulnerable.

Thanks again. Will update when something happens. Don't hold your breath.

MBWNZ

Update: Things go from bad to worse. Text just received from BT saying "we aim to have problem fixed by 4th February". So 3 more days phone less for inlaws. Am really despairing re situation and also find it so depressing not to have had call about this but just casual jaunty text.