BT billing - department in the UK?

GustyGardenGalaxy

Okay, here's a challenge - how does one get through to BT billing and speak to someone who is based in the UK, ie NOT the Indian Call Centre? I'm trying to chase up an issue right now and have, on occasion, got hold of someone from the UK, but most have been Indian who can't understand me (unusual as I speak very clearly) or who I can't understand. Having a conversation is like wading through treacle and I often give up. They often seem unable to actually help, almost as if they haved a fixed set of answers and if your query doesn't feature on said list then you're stuffed.

So, how to get through the BT Billing in the UK - any tips please?

judy2357

These are on the numbers on www.saynoto0870.com perhaps you could try a few and ask.
BT-
0207 5550037 0800 800150 Customer services; also 0114 2024150BT- 0800 0285085 Sales /Marketing (overseas)?BT- 0870 2403962 0151 9063182 Customer helpline for Freestyle phonesBT- 020 75554150 0800 800150 Customer servicesBT- 0800 0855291 Price plan customer careBT- 0800 521125 Check progress of outstanding orders & other enquiriesBT- 0114 2020289 0800 800150 SalesBT- 01793 590969 0800 800150 Broadband Customer services

cheekyweegit

Hiya Gusty and good luck, you have my total sympathy (I'm with Virgin Media and it can be as bad), but anyway that aside, if you have a strange name or better still accent they generally don't understand you and you can request a call back and it is usually done within half an hour by the UK call centre as they email your details through to them.

Good luck and sorry I can't help further.

GustyGardenGalaxy

Thanks for the replies!

so I just say to them "sorry, I don't understand your accent, please can someone call me back"?

dashforth

I always use email to deal with BT Customer Sevices. It avoids the accent issue but sometimes the grammer in the responses is appalling. If they are unable to resolve the issue they will eventually hand it over to the UK. Another advantage of using email is that you can deal with it when it suits you rather than being kept hanging on the telephone.

daelaan

i find it interesting that when trying to cold call / sell you things, you ALWAYS get called by someone over here. anything service related, forget it.

anyone remember it wasn't too long ago when you'd get through to someone in Scotland every time you rang? I wasn't even aware they'd outsourced until a few weeks back :S

LilacPixie

They have a largeish call centre in Dundee. maybe a little google would give you an 01382 number to dial for that and someone nice may be able to help you.

cheekyweegit

Lilac Pixie is right about there being a couple of call centres in Dundee, I worked in one, but it was for business broadband technical support (as long as you weren't on the phone for longer than 10 mins) and their Order Management Desk for the same.

The second call centre, deals with billing complaints, directory enquiries and I'm not sure what else, but could try and find out as there are a few students I know who work there in my class.

As for there being a 01382 number, (Dundee dialling code) to get through I know there is definitely not for the Broadband as the 0845 number would route you through randomly to one of two call centres, Dundee and I can't for the life of me remember the other one.

The other centre I'm not sure about but I don't think so. As for the broadband number, you had a list of choices for your complaint on the IVR system, choose 1 for this 2 for that. It was just a con to hold you on the line longer as no matter what you chose you were just stuck in the same queue and got the next available agent with general experience. It was definitelty pot luck if you got a good one, and woe betide that agent if he or she went over their 675 call handling time (which I more often did as I believed in first time resolutions :rolleyes: and not fobbling folks off).

Seiken

The call centre at ward road deals with directory enquiries, broadband sales, telephone, vision, fusion, mobile and broadband anywhere billing, phonebooks and some other stuff.

You'll never get an 01382 number that someone can help you on though. Those are the phones at managers desks, if a customer rings through they just won't answer it, all calls have to go through official channels. Those phones are for phoning customers back for escalations, dealing with internal BT stuff like scheduling overtime, reporting faults etc.

Essentially there's no way to ensure you will get through to a UK desk for plain old phone billing as the number is the same for both.

Is the problem you have really in depth and specific to some history on your account or can it be generalised enough so someone can maybe give you a nudge in the right direction?

housebug

Crap. I was hoping to find some answers on this thread. We switched our phone service and BB to Sky back in June. The line rental officially switched over to Sky as well in July. But I can't seem to get BT to issue a revised/final bill for services up to that point. They just keep sending the same quarterly bill, most of which is advance billing into the period when we were no longer BT customers.

I can't get past the Indian call centre, even on callback, and they aren't any help. Depending whch day I call, I get told to ignore the current bill as a "final" bill will be generated/should have been generated by now or that I should pay the current bill and BT will refund me the difference when they do a final bill.

Right. I'm that stupid I'm going to trust them to refund me £100+ if and when they ever get their thumb out and get our billing sorted. We went down this road once before, about two years ago when we moved house. They ended up owing us around £30, which we never saw back.

At this point, I'm just writing down the dates of the calls I make to BT along with what I was told. I assume they record my calls to them at the other end. :rolleyes:

GustyGardenGalaxy

Try going through the Complaints Department.