- Location
- North West Wales
Either comment on their facebook or hashtag them on a tweet with a complain!! Suprising how quick someone will get back to you!!!
Contacting BT management......help !!
- Thread starter chaffcutter
- Start date
Grassman
Member
- Location
- Derbyshire
Shush! Don't tell everyone!We're with Plusnet,BT owned and all UK call centres.
- Location
- Bedfordshire
Email address for CEO of BT
[email protected]
and phone number for him 0207 356 4931 (Direct)
@chaffcutter imo go straight to the top man and keep this thread alive......they have eyes!!!
[email protected]
and phone number for him 0207 356 4931 (Direct)
@chaffcutter imo go straight to the top man and keep this thread alive......they have eyes!!!
- Location
- Bedfordshire
also found this,
Always remember that Chief Executive Officers (CEOs) are people, just like us. They'll respond to an email depending on its tone and content, so think about what you want to say carefully before you click send. We've pulled together some hints and tips to help you get the response you're looking for:
Always remember that Chief Executive Officers (CEOs) are people, just like us. They'll respond to an email depending on its tone and content, so think about what you want to say carefully before you click send. We've pulled together some hints and tips to help you get the response you're looking for:
- Be polite.
- If you are able to say something good about the company before you express your disappointment, do it. It's a great way to get your reader on side.
- Stick to the facts. Try not to let any emotion or judgment spill out.
- Don't use threats.
- Shorter is better. Keep the information concise and to the point.
- Include any customer reference numbers or invoice numbers you have.
- Include a brief history of the issue and any correspondence so far, if it's helpful.
- Use names of people you have spoken to if you have them.
- Do not accept being passed back to customer services, unless it's with a named person and with a promise of follow-up.
- Explain clearly what you want as a solution or outcome.
- Location
- East yorks
We bought a new build and I booked the line connection as the first job, told em it was a new small 4 house estate gave em all the references from the builder said it was all underground and in etc. Knock on the door for first appointment. Come to connector your line to that pole, don't want an overhead as all lines in ground, sorry mate I cannot do that as overhead engineer, he left having fitted the master socket only (headbang). So a days holiday from work wasted.
Have to wait another month and take another day off work for next appointment this guy turns up and connects us.
New neighbours buy second house, guy turns up to connect them cannot do anything as they have the address linked to an exchange 6miles away not the one in the next village. He leaves new, one comes a few weeks later still no luck, next one turns up, I happen to be in and asked couldn't they use our connections to trace it. The guy said to me we can see your connected at the house and exchange but have no idea how it's routed, all the junctions our engineer put in with his name job number date etc are not on Bt systems, seems they lost his job reports so I politely asked they didn't touch any of mine then.
Finally after 6 visits and hassle neighbour got MP involved and a special team came out did all the junctions for the other 3 houses and away it went took em 4 months to get a line and BT still tried to charge them £160 or whatever the connection charge is
You should have DIY'd it, any bits you need are available on eBay.
Anyway what's happened is that your old line was disconnected, which would have freed up a slot on the Infinity cabinet in your area. Some other property has since pinched this before they reused it for your new line.
You are a bit screwed until they add some more capacity (maybe a long wait).
You could perhaps wifi it across from your old house if you still own it and there is a line of sight?
I'm not even gonna bother telling you about our particular tale of woe re BT, apart from the fact that it took about a year and drove me insane having to deal with that utter shower of sh1te. What a ridiculous company they are.
Anyhoo, someone on here had posted the following e-mail address: [email protected]
I sent an e-mail to that address after months of despair and guess what? Within half an hour I had an e-mail back and then someone phoned an hour later profusely apologising and what could they do to make a BT customer happy? I told him it was too bloody late and I'd ordered a wireless broadband setup and wouldn't be using BT at any point in the future for anything cos they're so bloody useless. He said that even so he would ensure that the line would be sorted out immediately just in case we ever wanted to go back, apologising again and wishing us all the best. It was indeed sorted within two weeks despite not being a straightforward problem.
Many people have had results using this e-mail address, I found it on here. Give it a go, you never know.
Anyhoo, someone on here had posted the following e-mail address: [email protected]
I sent an e-mail to that address after months of despair and guess what? Within half an hour I had an e-mail back and then someone phoned an hour later profusely apologising and what could they do to make a BT customer happy? I told him it was too bloody late and I'd ordered a wireless broadband setup and wouldn't be using BT at any point in the future for anything cos they're so bloody useless. He said that even so he would ensure that the line would be sorted out immediately just in case we ever wanted to go back, apologising again and wishing us all the best. It was indeed sorted within two weeks despite not being a straightforward problem.
Many people have had results using this e-mail address, I found it on here. Give it a go, you never know.
Old Boar
Member
- Location
- West Wales
My complaint, raised over 6 weeks ago has been raised to "third tear complaints" as the chat operator spelt it!!! About right I thought. I am still waiting....
The "instant" chat is so slow it takes over an hour to get an answer to a question you have not asked. That is after they want your security information, your inside leg measurements and your daily mash potato intake.
The "instant" chat is so slow it takes over an hour to get an answer to a question you have not asked. That is after they want your security information, your inside leg measurements and your daily mash potato intake.
thatlldaespot
Member
It's the frustration, isn't it. I decided to use the instant chat as I find it easier to understand and be understood when typing messages (regional accent can get in the way otherwise!) but the third (or thereabouts) overseas operative phoned me anyway before passing me on to another one.... and each one started off 'and how can I help you today?' thereby not improving my mood, as I had to start from scratch and explain the whole boring soddin' problem AGAIN..
After an hour I wasn't sure whether to burst into tears or actually throw myself out of the window. I think the final overseas operative kind of got the message and that was why she suggested I just gave up and returned to Talk Talk.
After an hour I wasn't sure whether to burst into tears or actually throw myself out of the window. I think the final overseas operative kind of got the message and that was why she suggested I just gave up and returned to Talk Talk.
Norm
Member
- Location
- Audlem,S. Cheshire
That's the one I've used before
You need to Tweet them https://twitter.com/btcare, they'll respond to you and then you'll get given a number UK call centre number. Works everytime.
- Location
- S. Staffs
- Location
- S. Staffs
Perfect analysis Jake, got it in one! The b's have nicked our connection. The outreach guy asked me why we hadn't done it ourselves!!
I'll be trying the CEO email next, not had any response from the boss of Outreach.
I'll be trying the CEO email next, not had any response from the boss of Outreach.
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foxbox
Member
- Location
- West Northants
Don't bother with the instant chat, it's a total waste of time. I've been promised follow-up calls/action etc from there on several occasions and they've done bugger all about it - basically trying to get rid so they can handle the next message I guess. It also appears that each Indian manning it is answering quite a number of instant chat threads at any one time, hence all the repeated questions etc.
foxbox
Member
- Location
- West Northants
OpenReach engineers are an interesting bunch too. Our farm line has 23 poles plus roughly 0.75 miles of underground cable before it pops up at the house. Your basic OR phone engineer has a timed period to fix a problem before he has to either abort or request permission to remain on the job (this is the same time for a village house with one pole or a farm with loads - too many over-runs and they have to have a period of "re-training") so seeing any number of poles on the drive to the property puts most of them off before they even arrive. Often the fix then involves trying to tell you the problem is in the cabinet and see how it goes, or that the problem is within your property...
Next up is the broadband engineer; they have more discretion to stay on a job until it is fixed (we've been told some of them can have several days on the same line) but only if it is a BB fault. If it is a phone fault you're in their hands and it comes down to how helpful they're feeling. They claim to have better testing equipment and also a bit of swagger about their role vs the other chaps.
There are also a small number of engineers qualified to work on high risk lines. My house in the village shares a postcode with a sub-station and so I'm told there are only 4 engineers in our region that can work on it. Weirdly despite sharing a postcode we don't share the same cabinet in the village so I'd have thought the risk is fairly low. The sub-station does however take it's phone line from the same line that feeds the farm but as that is on a different postcode it appears to be fine. I don't remember electricity respecting postcodes in A level physics but it's a long time ago so maybe I missed that lesson?
After that you have complications which can throw any one of these in to a spin. A pole by a fence is dangerous (dangerous poles often have a metal D nailed to them apparently) and needs either an engineer who resents being told what he can and can't do (not many of them any more),or a lift to access it. The lift team appear hard to summon and as a result climbing poles either side of a problem etc is much preferred. Similarly a pole that leans is dangerous, so are some that are close to a road, water etc
Connections underground often also need someone qualified to work down a hole (not all of them are). This apparently comes from the risk in urban areas of the manholes being filled with gas etc from leaks that track along ducting and such like. We're told underground chaps are kitted up with spades and gas detectors. I'd have thought the risk in a field of there being a gas leak tracking along an un-ducted cable is pretty low but if you're on a time limit, it's raining and the customer hasn't spotted your spade it's as good an excuse as any.
Finally, there are sub-contractors doing a lot of work on the network too (often installing fibre to cabinets etc) who the OR men don't rate at all (buck passing I guess) and there are also out of area guys who just want to go home ASAP. These often come in when a storm hits; the lines in Cumbria get washed away, engineers are pulled in from across the regions to help fix and others spread in to the vacated areas to cover until they return. In our experience they've no interest in doing anything beyond leaving site as quickly as they can.
There may also be different contracts within the OR staff. It's been hinted at a few times that the newer guys have more performance related targets than some of the longer employed guys but I've no idea if this is the case. You tend to get a lot of eye rolling and eyebrow raising at times when you mention newer guys that failed to fix a problem.
Next up is the broadband engineer; they have more discretion to stay on a job until it is fixed (we've been told some of them can have several days on the same line) but only if it is a BB fault. If it is a phone fault you're in their hands and it comes down to how helpful they're feeling. They claim to have better testing equipment and also a bit of swagger about their role vs the other chaps.
There are also a small number of engineers qualified to work on high risk lines. My house in the village shares a postcode with a sub-station and so I'm told there are only 4 engineers in our region that can work on it. Weirdly despite sharing a postcode we don't share the same cabinet in the village so I'd have thought the risk is fairly low. The sub-station does however take it's phone line from the same line that feeds the farm but as that is on a different postcode it appears to be fine. I don't remember electricity respecting postcodes in A level physics but it's a long time ago so maybe I missed that lesson?
After that you have complications which can throw any one of these in to a spin. A pole by a fence is dangerous (dangerous poles often have a metal D nailed to them apparently) and needs either an engineer who resents being told what he can and can't do (not many of them any more),or a lift to access it. The lift team appear hard to summon and as a result climbing poles either side of a problem etc is much preferred. Similarly a pole that leans is dangerous, so are some that are close to a road, water etc
Connections underground often also need someone qualified to work down a hole (not all of them are). This apparently comes from the risk in urban areas of the manholes being filled with gas etc from leaks that track along ducting and such like. We're told underground chaps are kitted up with spades and gas detectors. I'd have thought the risk in a field of there being a gas leak tracking along an un-ducted cable is pretty low but if you're on a time limit, it's raining and the customer hasn't spotted your spade it's as good an excuse as any.
Finally, there are sub-contractors doing a lot of work on the network too (often installing fibre to cabinets etc) who the OR men don't rate at all (buck passing I guess) and there are also out of area guys who just want to go home ASAP. These often come in when a storm hits; the lines in Cumbria get washed away, engineers are pulled in from across the regions to help fix and others spread in to the vacated areas to cover until they return. In our experience they've no interest in doing anything beyond leaving site as quickly as they can.
There may also be different contracts within the OR staff. It's been hinted at a few times that the newer guys have more performance related targets than some of the longer employed guys but I've no idea if this is the case. You tend to get a lot of eye rolling and eyebrow raising at times when you mention newer guys that failed to fix a problem.
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Farfrae
Member
- Location
- Pontargothi, Carmarthenshire
foxbox
Member
- Location
- West Northants
And if you can't be bothered to read all of the above remember the following:
A problem with your broadband isn't a problem with it if you have a noisy phone line so do a quiet line test first. Noise on the line gets you a basic chap to fix it with the assumption being that the interference causing the noise is so bad it's messing up your BB too. Dial 17070 and select Option 2, you should hear absolutely nothing on the line. Pops, whistles, crackles etc are bad. I have a neighbour that can hear a regular tick on his line, it stops when he turns the electric fence off though...
Make sure you test from the test socket within the master socket. You'll find this inside the master socket behind the faceplate that you usually plug in to. This is the termination of responsibility for OR so if your phone works plugged in to here but not plugged in elsewhere they'll soon tell you it's your problem and clear off. If the master socket is away from router (so you're plugged in to a spur with it) it is worth moving it. Their engineers will often do this for you for a small amount of cash.
Also check that the phone you are using works too, I know this all sounds like a ball-ache but we've been round in circles with engineers so many times it hurts. Finally, remember to be polite to them (this is the hardest bit), there are some that will clear off at the first opportunity but there are some genuinely decent guys out there that will do more than perhaps they should if you're friendly, especially as most of them would rather be in the countryside than stuck in a street cabinet in the local town somewhere.
A problem with your broadband isn't a problem with it if you have a noisy phone line so do a quiet line test first. Noise on the line gets you a basic chap to fix it with the assumption being that the interference causing the noise is so bad it's messing up your BB too. Dial 17070 and select Option 2, you should hear absolutely nothing on the line. Pops, whistles, crackles etc are bad. I have a neighbour that can hear a regular tick on his line, it stops when he turns the electric fence off though...
Make sure you test from the test socket within the master socket. You'll find this inside the master socket behind the faceplate that you usually plug in to. This is the termination of responsibility for OR so if your phone works plugged in to here but not plugged in elsewhere they'll soon tell you it's your problem and clear off. If the master socket is away from router (so you're plugged in to a spur with it) it is worth moving it. Their engineers will often do this for you for a small amount of cash.
Also check that the phone you are using works too, I know this all sounds like a ball-ache but we've been round in circles with engineers so many times it hurts. Finally, remember to be polite to them (this is the hardest bit), there are some that will clear off at the first opportunity but there are some genuinely decent guys out there that will do more than perhaps they should if you're friendly, especially as most of them would rather be in the countryside than stuck in a street cabinet in the local town somewhere.
- Location
- S. Staffs
OK follow up - emailed Gavin Patterson CEO of BT on Saturday morning - had a personal email reply within an hour with a promise to sort it - phone call from their top level complaints dept with a date for it to be connected (next Thursday mind !) many apologies etc and promise of discounted services, so hopefully that might happen. Also copied in Joe Garner as someone advised as CEO of Openreach, but he isn't any longer it's now [email protected]
foxbox
Member
- Location
- West Northants
I wonder how full their inbox must be each morning? There's hundreds of folks on-line firing their email address about and as many again looking to complain about issues, add in the spam that's sure to follow and the presumably large amount of internal email too and it must be massive. Presumably there is a room full of secretaries running interference for him but even so it must be a ball ache.