BT - Anybody got any senior customer services contacts?
Discussion
The saga goes like this
We run two businesses from home.
We moved into our new house on 7th of December
BT engineer comes the day before to transfer our two numbers onto an existing line.
Tells the decorators here that he can't finish because it's too dark to go up the pole.
Says he'll come back on Monday - doesn't show.
No communication from BT, I chase them and get a new appointment.
Guy turns up a week later and says he can't finish the job as a new line is required from the cabin by the pole to the nearby exchange and being a sub-contractor he's not authorised to do it.
No communication back from BT "customer services", I chase them and get another appointment - turns out to be a no-show. I call them again.
Another appointment for this morning. Nice apologetic man totally befuddled. It seems our lines are live "somewhere" other than our house. Yet it seems there are apparently insufficient lines from the cabin to the exchange to service our requirement.
In the meantime we have paid for two line rentals up front, I am building up data costs by tethering the mobile to the PC, I can't talk to a customer and view the internet at the same time, and I have a mobile number on an e-commerce website that must be putting potential buyers off.
Now that I've written it down it seems even worse than I thought!!
Does anybody have a good contact who might be able to put a senior engineer on the case who knows what he's doing?
Cheers
"Reg"
We run two businesses from home.
We moved into our new house on 7th of December
BT engineer comes the day before to transfer our two numbers onto an existing line.
Tells the decorators here that he can't finish because it's too dark to go up the pole.
Says he'll come back on Monday - doesn't show.
No communication from BT, I chase them and get a new appointment.
Guy turns up a week later and says he can't finish the job as a new line is required from the cabin by the pole to the nearby exchange and being a sub-contractor he's not authorised to do it.
No communication back from BT "customer services", I chase them and get another appointment - turns out to be a no-show. I call them again.
Another appointment for this morning. Nice apologetic man totally befuddled. It seems our lines are live "somewhere" other than our house. Yet it seems there are apparently insufficient lines from the cabin to the exchange to service our requirement.
In the meantime we have paid for two line rentals up front, I am building up data costs by tethering the mobile to the PC, I can't talk to a customer and view the internet at the same time, and I have a mobile number on an e-commerce website that must be putting potential buyers off.
Now that I've written it down it seems even worse than I thought!!
Does anybody have a good contact who might be able to put a senior engineer on the case who knows what he's doing?
Cheers
"Reg"
NarrinRad said:
He has and that is not Gavins e-mail address, there is a process rather than send a random e-mail to the top of BT.
If you PM me some detail of the individuals you have been talking to and the numbers concerned for your business I will help you.
Or you can escalate by asking to talk to the Supervisor or Manager of the team you call for updates.
NR, the normal process isn't working. I have talked to several random individuals in customer services and last time I escalated it they sent in a sub-contractor in order to get an earlier appointment and he was limited in what he could do. So, still writing my email.If you PM me some detail of the individuals you have been talking to and the numbers concerned for your business I will help you.
Or you can escalate by asking to talk to the Supervisor or Manager of the team you call for updates.
Please feel free to PM me to let me know how you might be able to help.
Regards
"Reg"
Well, a BT Openreach van just turned up unannounced which is a bit of a result so far. At least I haven't had to wait a further two weeks for the next appointment!
However I did have to explain the saga to the driver all over again. Hopefully I've got him here until it's sorted. I'd hide his van keys if he wasn't going backward and forward to the cabin on the main road.
However I did have to explain the saga to the driver all over again. Hopefully I've got him here until it's sorted. I'd hide his van keys if he wasn't going backward and forward to the cabin on the main road.
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