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BT new line - Help I need advice!!!


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Old 18-06-2007, 18:46
rafas12thman
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I am struggling to sort this one out for my daughter.
Here goes:

She has moved into another property (not new) and requested BT to connect her to their system as she has BT sockets in there. She was asked to pay £25 for an engineer to come in and check the line.
Sounds straightforward..............

That was 6 weeks ago and having made numerous to their customer services dept 0800 022 3089 for sometimes up to an hour ringing out, we now feel like giving up!!
I have written 2 letters to BT head of customer services without reply and my daughter has had an confirmed appointment of 12th june come and go without so much of an apology.

Is there a magic number to ring in BT to make things happen??

Or do i go to OFTEL direct? They have taken money to provide a service without providing one.
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Old 18-06-2007, 19:01
Heinz
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ben.verwaayen@bt.com
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Old 18-06-2007, 19:10
rafas12thman
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thanks for your reply, who is the email address?

Is this a man who can??
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Old 18-06-2007, 19:57
Heinz
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thanks for your reply, who is the email address?

Is this a man who can??
He's BT's (Dutch) Chief Executive Officer (CEO) and yes!
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Old 18-06-2007, 20:40
rafas12thman
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Heinz,

Many thanks for that,I have just emailed him direct
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Old 18-06-2007, 21:28
cwmparc
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I am struggling to sort this one out for my daughter.
Here goes:

She has moved into another property (not new) and requested BT to connect her to their system as she has BT sockets in there. She was asked to pay £25 for an engineer to come in and check the line.
Sounds straightforward..............

That was 6 weeks ago and having made numerous to their customer services dept 0800 022 3089 for sometimes up to an hour ringing out, we now feel like giving up!!
I have written 2 letters to BT head of customer services without reply and my daughter has had an confirmed appointment of 12th june come and go without so much of an apology.

Is there a magic number to ring in BT to make things happen??

Or do i go to OFTEL direct? They have taken money to provide a service without providing one.
As far as I know, BT dont charge £25 for an engineer visit, the charge is like a new customer deposit.
Have BT issued your daughter a phone number, if they have plug a phone in and try the number provided.
The reason I say this, is one of my neighbours had the same charge applied. If BT send an engineer to set up the line the cost is about £124.
Hope this helps
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Old 19-06-2007, 19:11
rafas12thman
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Hi,

No they have not given her a number, they just asked for £25 for an engineer to check the line was live??

She has phones from her old place but the line is not live.

Anyway good news is that the CEO emailed me direct from Australia at 11.00 our time last night apologising.

I also got a call at 9 this morning from the CEO' s office saying that they will sort out now.

Thanks again Heinz
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Old 19-06-2007, 19:40
Heinz
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Anyway good news is that the CEO emailed me direct from Australia at 11.00 our time last night apologising.

I also got a call at 9 this morning from the CEO' s office saying that they will sort out now.
I knew Ben was good - but picking up emails on his Blackberry in Australia - and dealing with them immediately?

No I'm impressed.
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Old 19-06-2007, 21:54
moffatt
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Holy crap That's amazing!
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Old 19-06-2007, 23:37
openreachpeep
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i think he's trying to justify his pay increase
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Old 20-06-2007, 19:07
timsmith10000
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Gordon Bennet!

Just emailed ben.verwaayen@bt.com with a general message of annoyance about the speed caps and the fact that people were being offered free hub phones if they rejected the option to renew.

Within 5 minutes he replied!
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Old 21-06-2007, 17:58
rafas12thman
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Today BT connected up inside my daughters property and phoned her later to apologise for the fiasco.

Thankyou BEN

And Heinz


it does work by going to the top!!!

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