Anyone know anyone at BT / BTOpenzone with some clout...?

Anyone know anyone at BT / BTOpenzone with some clout...?

Author
Discussion

CubanPete

Original Poster:

3,630 posts

187 months

Friday 11th April 2014
quotequote all
My parents have been without a phone for a month now. Not a huge issue for most but they live in a rural-ish area so the only communication they have is occasional ability to text standing at the end of the garden, or to make calls they have to make their way to stand in a field about fifteen minutes away.

They are both OAPs and although generally fit and healthy they are not without medical issues.

BT have been 'king useless. Hours on the phone, and numerous engineers all reporting 'yes there's a fault at the exchange' (a fact not greatly helpful, particularly repeated) and they 'might be able to look at it in a week'. The finest line currently, is 'should be able to offer a discount for some of the time they have been without the phone', so insulting they would have been better off keeping their mouths shut.

This is the fourth time they have been without a phone in the last nine months. Can anyone help?

Thanks

shtu

3,407 posts

145 months

Friday 11th April 2014
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Sounds flippant, but tweet BT Care.

This is a customer service team based out of Enniskillen that are pretty on the ball.

RizzoTheRat

25,082 posts

191 months

Friday 11th April 2014
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Have a hunt online and write to the CEO. My mother had issues with TalkTalk that resulted in them not having a phone for about a week (both getting on a bit and have no mobile phone reception at home). She tracked down the CEO's details and e-mailed her, and funnily enough an engineer turned up the next morning to fix the problem, and she had an e-mail from the CEO's PA asking if it had been fixed by mid afternoon.

ETA: http://www.ceoemail.com/

Edited by RizzoTheRat on Friday 11th April 15:35

CubanPete

Original Poster:

3,630 posts

187 months

Friday 11th April 2014
quotequote all
Cheers guys,

I had already tweeted and not heard anything back.

I've also emailed the CEO... So hopefully will get a response.

750turbo

6,164 posts

223 months

Friday 11th April 2014
quotequote all
CubanPete said:
Cheers guys,

I had already tweeted and not heard anything back.

I've also emailed the CEO... So hopefully will get a response.
Did you use @btcare? I have used them twice, worked a treat for me.

rovermorris999

5,195 posts

188 months

Friday 11th April 2014
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The CEO trick is a good one and has worked for my missus a couple of times. She hates crap service and got virtual instant resolution to the problem with both Tesco and M&S after being pissed around by 'Customer Services'.

CubanPete

Original Poster:

3,630 posts

187 months

Friday 11th April 2014
quotequote all
Yes, I used @BTcare - I have now filled in an online form...

In a more exciting update I have had a call from Gavin Paterson's 'assistant' (CEO). It is going to be looked into by a senior team.

So fingers crossed.

Cheers all.

CubanPete

Original Poster:

3,630 posts

187 months

Friday 11th April 2014
quotequote all
If anyone else needs it...

gavin.e.patterson@bt.com


eybic

9,212 posts

173 months

Friday 11th April 2014
quotequote all
They WILL sort it. I had issues but when the CEO's office got involved it was fixed very quickly and we also got some nice flowers and chocolates thumbup

kazste

5,663 posts

197 months

Friday 11th April 2014
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Suspect i will need it and not even contracted to them yet! Not exactly a good sign is it.

digger the goat

2,811 posts

144 months

Friday 11th April 2014
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A MONTH !!!!
They should think themselves lucky !!
I ordered my line on the 15th of March 2013. Installation date was 4th of April 2013 supposedly.
It was finally installed on the 5th of December 2013 !
They are still trying to charge me for line rental and broadband from the original proposed installation date !
The worst company that I have had the misfortune of dealing with.

Chim

7,259 posts

176 months

Friday 11th April 2014
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Done the CEO mail with talk talk, my problem was sorted very quickly and got a nice mail from her.


CubanPete

Original Poster:

3,630 posts

187 months

Friday 11th April 2014
quotequote all
So post call my Dad was left a message from the Indian call centre saying not to call before next Friday!

Since had a further call from the CEOs office, saying to take all contact not from them with a pinch of salt, and they will get someone on it first thing tomorrow...

Halb

53,012 posts

182 months

Friday 11th April 2014
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I used to work at BT yonks ago. The CEO at the time was very keen on getting stuff resolved, his office was pretty hot on sorting stuff. CEO offices/desks tend to be once you're through to them.

NPI

1,310 posts

123 months

Friday 11th April 2014
quotequote all
All sounds a bit weird. We live in a rural village and have BT. We do get a reasonable mobile signal but only on O2, hence we use them so not stuck without landline.

Landline has had a few issues over the years, including just going completely dead a couple of weeks ago. Report it to BT, they say fix in 3 days. 2 days later it's working again.

VXDunc

57 posts

235 months

Friday 11th April 2014
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BT call centre is a waste of space, they just follow the info on their computers, and you just end up going round in circles, they do not care.

The only way I resolved my problem was to go on the money saving expert telephone forum. They have BT representatives who actually have some common sense, they are great, and resolved my problem within 24 hours.

Vaud

50,284 posts

154 months

Friday 11th April 2014
quotequote all
CubanPete said:
So post call my Dad was left a message from the Indian call centre saying not to call before next Friday!

Since had a further call from the CEOs office, saying to take all contact not from them with a pinch of salt, and they will get someone on it first thing tomorrow...
The CEO office is a great way to break process, or rather, a great way to get things looked at by someone that knows the system and what they are doing...

inman999

24,847 posts

172 months

Friday 11th April 2014
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We've been without for 2 months and can't get anywhere through customer services.

No other option as were in a rural area.

I hate BTopenreach with a passion.

CubanPete

Original Poster:

3,630 posts

187 months

Wednesday 16th April 2014
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Parents connected again.

Email above is the one to use, helpful and decent, but it shouldn't have taken a month to resolve.

Vaud

50,284 posts

154 months

Wednesday 16th April 2014
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CubanPete said:
Parents connected again.

Email above is the one to use, helpful and decent, but it shouldn't have taken a month to resolve.
Good to hear. You are right it shouldn't, but glad they could help, in my experience they are useful. The service should just, well, work...