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Can anyone get through to BT?

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  • Heinz
    Heinz Posts: 11,191 Forumite
    Part of the Furniture Combo Breaker Car Insurance Carver!
    No idea. I don't have a phone handset yet.
    I wasn't planning on using the phoneline to be honest. I just want broadband.
    I don't make phone calls much/usually/generally
    It's just that the recording you heard might indicate (some) outgoing calls would still be possible.

    I'd recommend a quick trip to Argos for a £2.98 phone to check (if there's a dial tone, dialling 17070 should confirm the number you think the phone had).
    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.
  • Well amazingly I have managed to get through and pay my bill. Called their head office (number on this thread) and I also emailed their chief executive. They called me 20 minutes later and I paid my bill!!!

    Wonderful. If anyone is having problems getting through call their head office - it seems to work.:j
  • isagnew
    isagnew Posts: 12 Forumite
    Hey,

    I got through to someone yesterday (not the relevant person mind you!) and they said because I am a new customer (identifiable by the prefix of my BT account number being 'GB') my details have been entered onto a brand new database. The only problem is that there is very very few people who have access to this database, which is why nobody that you speak to can help, and when they put you through to their 'GB database team' there is ridiculous queuing times as they are being inundated with queries.

    I have called head office and she took my details and promised to arrange a callback. when i mentioned this GB issue she knew exaclty what I was talking about and confirmed that it is currently a major issue within BT at the moment. She sounded exceedingly fed up.....!

    just thought i would share my little bit of knowledge!
  • ARGH?!??????????????????? :mad:

    Just sent this to BT via the Specialist "Watchdog New Customer" contact form!!!

    Link @ http://bt.custhelp.com/cgi-bin/bt.cfg/php/enduser/cci/bt_afdpage.php?cat_lvl1=1240&p_cv=1.1240&p_cats=1240&p_param=p_afd_subject=BBCWatchdog&p_afd_inc_router=Kana&p_afd_kana_target=residential.services@bt.com&p_afd_cat_lvl1=1240&p_source=helpandsupport

    Still q-ing now... 1 hour and counting...!

    My complaint:

    On Saturday 29th of September I raised request online for a new phone line to be installed. 7 days later, I had heard nothing. I contacted 0800 022 3089 and 0800 800 150 on numerous occasions about my pending order, and was kept queueing for over 1 hour on 3 different occasions receiving no answer.
    On Tuesday 9th October I then selected a different customer services option from the main menu, and someone finally answered! They advised me that no order had been raised, and I needed to speak to sales team to raise a new ordred.
    I then spoke with sales for over 25 minutes to raise my new order, and was told my new line would be installed today, Tuesday 16th October, between 1pm and 6pm.
    6pm has come and gone, and no one has turned up to install my new line.
    I contacted custome services, avoiding the exisiting order option as no one answers, and selected general customer services. I was advised that call centre was busy, and I could have a ring back option, and I'd get a call back in an hour.
    Just over an hour later, my phone rang! I was advised that this was the wrong department and they would transfer me through. I was then trasferred to a "Line is Busy" message, and call was cut off.
    I then tried calling again, and got through to customer services. I advised of my frrustration and my issue, and was told they couldn't help and again advised I would be transferred through to exisiting orders.
    I have now been sat queuing for over 30 minutes with no answer!
    This is an absolute disgrace! Not only
    have I wasted vast amounts of time trying to contact BT, but I have also lost a days holiday waiting in for someone who was never going to turn up!
  • My word!!!! :j

    Just after I posted this message my call was answered by the exisiting orders team!!! Clocked on my phone @ 1 hour 20 minutes!!! Well done BT(!) :T

    I spoke to a lady who apologised for my troubles (I told her thanks, but it wasn't her fault, as I don't believe it's agents fault in this BT mess up!), and told her that no one showed today between 1pm and 6pm... Now it get's interesting!

    She said that the appointment was requested by BT for Tuesday, but this was only a e-mail request that was sent to "OpenReach" (who do the lines), and they had come back and said they couldn't do Tuesday, but they can make Thursday morning between 8:00 and 13:00!!!

    I was so excited @ the thought of possibley getting my line installed, that I confirmed my contact phone number with her, and got off the phone!

    Never was I told that the original time was just an "emailed request" to OpenReach, nor was I told that the date and time was changed! If I had been told of either, there wouldn't have been a problem!!! Simple hey?!

    I'll await a call tomorrow from the BT Watchdog complaint form, and see what they have to say about this!

    Will keep you posted on "if" I get my line on Thursday!

    M
  • poe.tuesday
    poe.tuesday Posts: 1,858 Forumite
    I have been trying to get hold of BT for several days now, been on hold for hours on end so I started to search google on what to do, found Ben Verwaayen's email (the chief exec) and emailed him with my problem, he got back to me within 30 mins saying that he would get the high level complaint team to sort my problem out

    he's a star in my book, don't know many chief execs who would reply personally but hopefully he will see that there are issues and act on them as fast as he did with my issues
  • 10_66
    10_66 Posts: 3,446 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    I have been trying to get hold of BT for several days now, been on hold for hours on end so I started to search google on what to do, found Ben Verwaayen's email (the chief exec) and emailed him with my problem, he got back to me within 30 mins saying that he would get the high level complaint team to sort my problem out

    he's a star in my book, don't know many chief execs who would reply personally but hopefully he will see that there are issues and act on them as fast as he did with my issues

    That's interesting, because I emailed him on 13 October and as I hadn't received a reply I rang his office to be told by his PA that he hadn't been able to respond because he was abroad at the moment! I think I'll have to ring again tomorrow!
  • poe.tuesday
    poe.tuesday Posts: 1,858 Forumite
    I did put a big kiss at the bottom of my email ;-)

    keep emailing him until he does something
  • BT finally came out to me this morning to fit my new line! Woo hoo!

    It turns out, that they didn't even need to come out, as the line is already live!

    BT are now trying to tell me that I still need to pay the £125 connection fee, as my property is a new build, even though it looks like they've not doine anything? Does anyone know if this is right? If it is, I don't mind paying, but if not then I'll take further! :O)

    They've also offered me £10 compensation for 1st missed appointment, and 2 months free line rental.

    Advice appreciated please! :)
  • D4WNO
    D4WNO Posts: 610 Forumite
    Part of the Furniture 500 Posts Combo Breaker
    Phone 0800 521125 and you get an option for them to call you back within an hour and they actually do :D
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