More BT woes (Part 2)

Posted on Posted in Customer Service, Technical

My previous blog was going to get so long, that I decided to start a new follow up blog.

 

Enclosed is the chat system conversation:

 

Hey BT, I’m trying to phone you on the number you called me, but it said you don’t need to speak to me? WTF???? I want to speak to somebody senior about my down phone line. If you want to see the history you can read here: http://mikehardcastle.com/wp/2016/04/11/more-bt-broadband-woes/ … The latest update is that you will give me another update on the 28th April. WTF??? Can you get somebody senior to phone me about my broken phone line Tel: xxxx xxxxxx . They can phone my mobile: xxxxx xxxxxx I wish to discuss this further. Thank you.
2h 2 hours ago
BTCare
Oh my goodness:( Chat with us here and we’ll see what’s happening with it http://bit.ly/BTlinehelp ^ Lesley
2h 2 hours ago
Mike Hardcastle
That’s your bog standard chat system. I’d like to speak to somebody senior. Can you please escalate this.
2h 1 hour ago
BTCare
The team will escalate this for you on the chat^Lesley
1h 1 hour ago
Mike Hardcastle
OK, I’ll give it a go.
1h 1 hour ago
Mike Hardcastle
Once again, it’s estimating that I have to wait 10 minutes to chat to somebody.
1h 1 hour ago
BTCare
Sorry for the wait, this will get sorted when you get through. ^Shane
56m 54 minutes ago
They are struggling to escalate this. It’s like pulling teeth
Enclosed is the chat session to date (if twitter will allow a long message)
Mike Hardcastle
Souvik: Hello. I’m Souvik.Thanks for that information, I’ll check it and get back to you in a moment.
Mike Hardcastle: Thanks
Souvik: hello you are through to HImanshu , How may I help you today ?
Mike Hardcastle: Let me quote you from Twitter:
Mike Hardcastle: Hey BT, I’m trying to phone you on the number you called me, but it said you don’t need to speak to me? WTF???? I want to speak to somebody senior about my down phone line. If you want to see the history you can read here: http://mikehardcastle.com/wp/2016/04/11/more-bt-broadband-woes/ … … The latest update is that you will give me another update on the 28th April. WTF??? Can you get somebody senior to phone me about my broken phone line Tel: xxxx xxxxxx . They can phone my mobile: xxxx xxxxxx I wish to discuss this further. Thank you.
1h 59 minutes ago
BTCare
Oh my goodness:( Chat with us here and we’ll see what’s happening with it http://bit.ly/BTlinehelp ^ Lesley
42m 38 minutes ago
Mike Hardcastle
That’s your bog standard chat system. I’d like to speak to somebody senior. Can you please escalate this.
38m 35 minutes ago
BTCare
The team will escalate this for you on the chat^Lesley
17m 13 minutes ago
Mike Hardcastle
OK, I’ll give it a go.
15m 11 minutes ago
Mike Hardcastle
Once again, it’s estimating that I have to wait 10 minutes to chat to somebody.
12m 8 minutes ago
1 unread message
BTCare
Sorry for the wait, this will get sorted when you get through. ^Shane

Souvik: Can you provide me a few details ?
Mike Hardcastle: Done
Souvik: Can you confirm a few bits of information so I can look into your account

• Are you the account holder?

• Your full name?

• Your account number?

Mike Hardcastle: Really?
Mike Hardcastle: OK, here goes again
Mike Hardcastle: Yes
Mike Hardcastle: xxxxxxx
Mike Hardcastle: What account Number?
Souvik: The BT account number
Mike Hardcastle: Not easily
Mike Hardcastle: I’m sure you have that
Mike Hardcastle: Does this help:
Mike Hardcastle: An update on your engineer appointment

Hello Mike,

Your engineer, Kenneth (phone number 07435661519), has now arrived at your property. They may need to do some outside work briefly, so may not get to you straight away.

We’ll keep you updated.

Thanks

Libby Barr
Managing Director, Customer Care

Please don’t ‘reply’
Sorry, we don’t check this mailbox. Please see the ‘Contact us’ link below if you need to get in touch.

Remember we’re coming to visit you
It’ll be on 12/04/2016 between 8am and 1pm at xxxxx xxxxxxxxxx. Your engineer will check the network on the way to your home so might arrive at any time within your appointment slot.

What to expect
Our visit is free if the problem is with our network. Your engineer will make sure your service works – up to your main phone socket.

If your engineer finds the problem is in your home, our Engineer Home Improvement service will help you get up and running for one simple charge of £129.99 – you won’t have to pay any more.

It’s also £129.99 if our network has been damaged inside or outside your home, within the boundary of your property, for example from building work, damage by trees or pets, or damage to sockets.

More about Engineer Home Improvement
Under this service, we’ll:

get you up and running
disconnect extensions or equipment that aren’t working
upgrade your home wiring where needed

Check your equipment
You might find a simple fix for your fault. For advice on how to do this, including a short video on the checks you can make, go to http://bt.com/wiring

To change or cancel our visit
If everything’s working now, or you need to change the date or time, go to http://bt.com/faults or 0800 800 151. You have to do it before 2pm the day before so we can let the engineer know.

If you need help, or for more ways to get in touch, just go to http://bt.com/help . (But don’t reply to this email – it’s automated, so it can’t pick up replies.)

To change or cancel this visit, go to http://bt.com/faults or call 0800 800 151. Please let us know by 2pm the day before so that we can let the engineer know.

Thanks for choosing BT

Libby Barr

Managing Director, Customer Care

Please don’t ‘reply’
Sorry, we don’t check this mailbox. Please see the ‘Contact us’ link below if you need to get in touch.

Souvik: can you provide me your Bt landline number ?
Mike Hardcastle: Or you can read it from the message above: xxxx xxxxxxx
Souvik: thank you
Mike Hardcastle: Can somebody senior phone my mobile please
Souvik: can you please tell me what is the exact problem you are facing ?
Mike Hardcastle: Not really, it’s gone way beyond that. Can somebody senior get in touch with me please
Mike Hardcastle: If you want to read about it to date see here:
Mike Hardcastle: http://mikehardcastle.com/wp/2016/04/11/more-bt-broadband-woes/ …
Mike Hardcastle: I was told via twitter that this would be escalated
Mike Hardcastle: That’s your bog standard chat system. I’d like to speak to somebody senior. Can you please escalate this.
46m 35 minutes ago
BTCare
The team will escalate this for you on the chat^Lesley
Souvik: ok if you want to esclate the case i will pass the chat to my supervisor
Mike Hardcastle: Yes, I do (to repeat myself)
Mike Hardcastle: I want somebody in authority to phone me on my mobile
Souvik: ok i am transfering the chat to my supervisor
Mike Hardcastle: Thanks
Souvik: welcome
Type your message here, then click Send or press <Enter>
39m 37 minutes ago
Mike Hardcastle
Hussain Inzamam: Hello. I’m Hussain Inzamam.Thanks for that information, I’ll check it and get back to you in a moment.
Souvik has left the chat.
Mike Hardcastle: Thank you
37m 36 minutes ago
BTCare
Send us your details here: http://bit.ly/BTCareChat and we’ll be happy to look into this for you. ^Aaron
25m 23 minutes ago
Sorry Aaron, Apparently, your system can’t handle 2 chats simultaneously, as I’m already talking to Hussain Inzamam on their system. I’ll have to wait for that to conclude. Somebody could alternatively phone me on my mobile: xxxx xxxxxxx as I requested
BTW: Enclosed is the chat to date:
Mike Hardcastle
Hussain Inzamam: Good Morning. I am Souvik’s supervisor. I have reviewed the case and I can see that you have reported the phone line fault on 11/4 and that is still open.
Mike Hardcastle: Yes
Mike Hardcastle: Are you senior enough to take action and rectify the situation
Hussain Inzamam: Please be online let me check the case with our engineering team and let you know the current situation.
Mike Hardcastle: I have a solution
Mike Hardcastle: Are you technical?
Hussain Inzamam: Yes
Mike Hardcastle: Good.
Mike Hardcastle: You have an FTTC cabinet in our village which is live, but does not yet have any connections. By connecting my copper to that, you will bypass the faulty copper running from the green cabinet to the exchange. You will probably have to enter me as a beta trial customer for FTTC. I am even prepared to pay the extra money for this service.
Hussain Inzamam: I have checked the notes of the engineering team and as per their notes I have found out that they have found a fault the fault was waiting for a special equipment and the work has been scheduled to be carried out today and tomorrow.

I am sorry regarding bypassing the cabinet it will not be possible as we do not have the option to shift the line to a fibre optic line.
Mike Hardcastle: It will need senior management to agree to this, but will work. If you do this I will not pursue this any further.
Mike Hardcastle: Yes, you do, I can even enter the work order on your systems for you
Mike Hardcastle: What is the message left on my mobile saying I will be updated in 2 weeks time?
Mike Hardcastle: As you can see from my profile, I have the resources to facilitate this for you
Hussain Inzamam: I can understand your concerns regarding this fault however we need to wait for current fault to be sorted as I can see that we do not have the option to move your line to the fibre cabinet.
Mike Hardcastle: I’m telling you that you do. You just need to find somebody senior to facilitate that. Can you please escalate this again.
Mike Hardcastle: Perhaps to somebody in BT Labs. I can give you some contacts if you like
Hussain Inzamam: I am sorry about this but the solution you have advised is not possible to achieved at this point of time.
Mike Hardcastle: It is.
Mike Hardcastle: I appreciate you have not had a long time to read my blog or tweets or emails. But if you take the time, you will see that you have been wrong to date and I do know what I’m talking about
Mike Hardcastle: I can get the head of BT labs involved if you wish, or I can get the head of Linx involved.
Mike Hardcastle: This can be done, the question is do I spend my time and efforts causing BT a PR problem or do I spend it helping you to fix the problem. It is up to you.
Mike Hardcastle: Last chance for you (on behalf of BT group) to say YES (or even I’ll find out if this can be done)
We’ve lost the connection between you and BT Chat. Please give us a moment to try to connect you again.
We’ll keep trying to reconnect you in the next 480 seconds.
Connection resumed.
17m 16 minutes ago
Mike Hardcastle
Hussain Inzamam: I am sorry about this but this could not be done. Had it been possible we would have definitely done that for you and also for your information if that was possible this would involve a complete cease of the account so that the services could be provisioned through the other cabinet, this will lead for the service to be down for days ranging from a week to few months as the line needs to be rerouted.

Coming back to the original case I can see in the engineering tracker that the work is estimated to be completed by tomorrow and we will get the next update from out engineering team on 20th of April and we are expecting that the task which is going to be carried out will fix your landline.
Mike Hardcastle: OK, I will wait 2 more days, in the mean time publishing all the relevant correspondence.
Mike Hardcastle: Have a good day
Type your message here, then click Send or press <Enter>
16m 14 minutes ago
Mike Hardcastle
OK, chat has finished with your colleague. I’m only going to repeat myself on your chat system. Will you be able to make any difference? i.e. Is it worth my effort to have a chat with you guys?
14m 12 minutes ago
Mike Hardcastle
Joy of Joy’s. I just had a phone call from Hussain Inzamam. So Thanks for your help to date. But we can take it from here
3m 1 minute ago

 

UPDATE 20th April 2016 1:40pm:

 

Three hours later than promised and after much chasing @BTCare through twitter, I got a voicemail from  a new person stating that they tried to connect up a new copper cable but had problems doing so. So will try again in a couple of days time. They also had the effrontery to blame me for not getting their phone call, despite me living in a very rural area with inadequate 2G coverage. It didn’t occur that they might have to try a couple of times before it rings through on the inadequate 2G O2 mobile service.

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