BT keeping us waiting

Legacy_user

When my son moved house, he requested BT open the line for his use. He was put in a position that he needed to decided which tarif to use and opted for the higher rate per month but free 24/7 calls. Within hours he realised his error and tried to contact them to change tarif. Countless long engaged calls and being put on hold came to no fruition.

He then provided me with all his details and requested I email them. They accepted my information but told me there was a longish wait.

Despite a few reminders to them during the last 2/3 weeks and a few "we know you are waiting" replies, we have yet to be able to change tarif. I've seen recently in the media that someone was "on-hold" for 20hrs, so I don't suppose we have anything to complain about, do you?.

Oh, he did try one tactic, he contacted the termination team and told them unless he received attention, he would terminate, but even they couldn't put him through. Any idea's please?.

A_Nice_Englishman

I wanted an existing line reconnected and the engineer failed to keep an appointment and closed the call without finishing the job.

After hours on the phone waiting in queues to speak to people who couldn't understand and/or help me I emailed Residential Services and they got things moving. Go to www.bt.com and click on At Home, then complaints. Remember to put your account number, order number etc in the message so they can find your details.

Having said that, is it worth getting stressed about? Your son can make and receive calls and the money side can be sorted out retrospectively. We are only talking £7.95 a month, minus the cost of the calls he makes.