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Total of 18 hours on hold to BT!!!
MrsPhillips_2
Posts: 131 Forumite
in Phones & TV
Can anyone offer any suggestions please? I have just sent them this email but am open to more suggestions. Thanks
"
Account number: GB 1234 5678
I wrote to Jillian Lewis on 17th July regarding a problem in setting up my account with BT.
I first rang on Tuesday 3rd July to be on hold for a total of 1 hour and put through to 3 different departments. I finally got through to someone to place my order for a new line, my bank details were taken and I was told that I would receive a ‘phone call to my mobile advising me of my new number.
The following Saturday (7th July), I rang to find out why the line had not been connected and I had not been advised of my number. I was on hold for an hour and 20 minutes and put through to 2 different departments. Again, I was not able to hold and had to hang up. On Tuesday 10th July, I rang once more. This time I was put through to 4 different departments and after holding for 5 hours was told that my order had been cancelled as I had not paid a £50 deposit. I hadn’t been asked for a deposit, I hadn’t been contacted to be told I would need to pay a deposit nor had I received any paperwork to explain why my order had been cancelled. I spoke to a supervisor, Drew Middleton in Canterbury, who promised me faithfully he would look into the problem and ring me back the next day. No surprise, he didn’t call.
I rang again to place my order and having waited a total of 11 hours, finally managed to get my order placed (after this time being asked for a £50 deposit).
I contacted the accounts department by letter during the 3rd week of July to request that my direct debit payment date be changed to 15th of the month. I didn’t want to ring as I don’t have the time to sit on hold all night. I haven’t received a reply to that letter, merely final demands which were paid in full on 15th August. My line has not been working for over a week now and when I queried this with one of your representatives on 16th August (another 45 minutes on hold), he really couldn’t have cared less. Before I’d even told him what the problem was, he asked if I had an account with anyone else for my ‘phone calls and I when I said I was with Sky Talk, he told me the problem was at their end.
I rang Sky who said there were no restrictions on the ‘phone line and that I should contact BT. Once again, I rang BT (30 minutes on hold). I was told it was a problem with the billing department and to ring them in the morning.
I rang this morning, only to be on hold for a further 30 minutes. I had to go to work but tried again this afternoon when I got home from work. Another 30 minutes later and I had to hang up again as I had an appointment. I have tried again this evening and so far have been on hold for 2 and a half hours. I have spoken to someone who told me she was technical and couldn’t help me. She then gave me another number which I dialled straight away and lo and behold, I’m on hold and have been sitting here for a further 15 minutes (and counting). Eventually, at 8pm, I was disconnected, presumably as the office had closed.
It doesn't matter what time of day I ring, I am immediately told you are busy and put on hold. I started ringing at 0800 this morning, it is now 1000 and I am still holding.
To date, I have been on hold for a total of 18 hours, all calls have had to be made on my mobile at a potential cost of £216.
I have elderly relatives who cannot afford to pay for calls to my mobile and there are also people who do not have my mobile number. I simply cannot understand how a company as huge as BT can let this happen. My only reason for signing up with BT was because Virgin Media is not available in my area. I had previously enjoyed 8 trouble free years as a customer with them. I haven't even had 3 trouble free weeks with BT.
I look forward to your prompt reply."
"
Account number: GB 1234 5678
I wrote to Jillian Lewis on 17th July regarding a problem in setting up my account with BT.
I first rang on Tuesday 3rd July to be on hold for a total of 1 hour and put through to 3 different departments. I finally got through to someone to place my order for a new line, my bank details were taken and I was told that I would receive a ‘phone call to my mobile advising me of my new number.
The following Saturday (7th July), I rang to find out why the line had not been connected and I had not been advised of my number. I was on hold for an hour and 20 minutes and put through to 2 different departments. Again, I was not able to hold and had to hang up. On Tuesday 10th July, I rang once more. This time I was put through to 4 different departments and after holding for 5 hours was told that my order had been cancelled as I had not paid a £50 deposit. I hadn’t been asked for a deposit, I hadn’t been contacted to be told I would need to pay a deposit nor had I received any paperwork to explain why my order had been cancelled. I spoke to a supervisor, Drew Middleton in Canterbury, who promised me faithfully he would look into the problem and ring me back the next day. No surprise, he didn’t call.
I rang again to place my order and having waited a total of 11 hours, finally managed to get my order placed (after this time being asked for a £50 deposit).
I contacted the accounts department by letter during the 3rd week of July to request that my direct debit payment date be changed to 15th of the month. I didn’t want to ring as I don’t have the time to sit on hold all night. I haven’t received a reply to that letter, merely final demands which were paid in full on 15th August. My line has not been working for over a week now and when I queried this with one of your representatives on 16th August (another 45 minutes on hold), he really couldn’t have cared less. Before I’d even told him what the problem was, he asked if I had an account with anyone else for my ‘phone calls and I when I said I was with Sky Talk, he told me the problem was at their end.
I rang Sky who said there were no restrictions on the ‘phone line and that I should contact BT. Once again, I rang BT (30 minutes on hold). I was told it was a problem with the billing department and to ring them in the morning.
I rang this morning, only to be on hold for a further 30 minutes. I had to go to work but tried again this afternoon when I got home from work. Another 30 minutes later and I had to hang up again as I had an appointment. I have tried again this evening and so far have been on hold for 2 and a half hours. I have spoken to someone who told me she was technical and couldn’t help me. She then gave me another number which I dialled straight away and lo and behold, I’m on hold and have been sitting here for a further 15 minutes (and counting). Eventually, at 8pm, I was disconnected, presumably as the office had closed.
It doesn't matter what time of day I ring, I am immediately told you are busy and put on hold. I started ringing at 0800 this morning, it is now 1000 and I am still holding.
To date, I have been on hold for a total of 18 hours, all calls have had to be made on my mobile at a potential cost of £216.
I have elderly relatives who cannot afford to pay for calls to my mobile and there are also people who do not have my mobile number. I simply cannot understand how a company as huge as BT can let this happen. My only reason for signing up with BT was because Virgin Media is not available in my area. I had previously enjoyed 8 trouble free years as a customer with them. I haven't even had 3 trouble free weeks with BT.
I look forward to your prompt reply."
0
Comments
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Time has moved on (much quicker than it used to - or so it seems at my age) and my previous advice on residential telephony has been or is now gradually being overtaken by changes in the retail market. Hence, I have now deleted links to my previous 'pearls of wisdom'. I sincerely hope they helped save some of you money.0
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Dont ring 0800 numbers from a mobile!!! Christ, use a near by telephone box & some common sense!
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Thanks normanmark, that was really helpful. Unfortunately, I'm not able to stand in a 'phone box for up to 5 hours at a time. Also rang the 0800 800 060 number you gave on another thread and that was no better.0
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Already replied to that thread thanks Heinz0 -
Hi, i just emailed [EMAIL="ben.verwaayen@bt.com"]ben.verwaayen@bt.com[/EMAIL] as per a previous post (don't know how to link but it's from July....and I just noticed you have seen this thread too?). I got a reply in a couple of hours and had various punters at head office jumping through hoops to keep me happy, problems sorted and months free line rental.0
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Thanks mischa. I've emailed him this morning, I've just managed to blag my way through to an advisor who then went on to tell me I was through to the wrong department. I begged her not to transfer me but she said she was putting me through directly. Guess what? I was put back in a queue and once more on hold!0
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Yes, their phone support is truly shocking. I "only" spent about 4 hours in total on hold but even when I did get an answer I got erroneous/conflicting answers including the one about calling back in 20 mins only to find out through their labyrinthyn menu system that the section I needed was closed for the day which then abruptly hangs up leaving you having to start all over again.
If it makes you feel a bit better there is an item in "The Times" today about a woman left hanging on for 20 hours, BT blame a new system they have for the delays!! In fact the harrassed individual at Head Office that inherited my problems said he had been charged with getting the support system up to scratch, poor s*d.0 -
Wonderful! I'm just coming up to my second hour this afternoon. I have another 4 hours before their office closes for the day - again. I'm not very hopeful. Shall look out for the article.0
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Go to a phone box, ring the 0800 number. If their automated system puts you on hold just select the option for them to call you back on your mobile! Yes, BT will call you back on your mobile!0
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Thank you Paul. Will try that option! I'm losing the will to live here but !!!!!!ed if I will let them get the better of me.0
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