Hi,

I had a bt line re-connected with great difficulty about two onths ago, I then signed up to online billing (paperless), to which I have still not seen a bill since, but have paid an amount via direct debit.

I also order several calling features, all said to be on my line by and email sent, but nothing and when I check this online, nothing there. I have tried to call the 0800 0223089customer service number as my account number starts with GB and it takes nearly upto 2 hours to get through to somebody.

As you can image I am so frustrated and with being unable to contact BT I was wondering if any has an email address that I thought I saw for a CEO at BT?

Fed up and Frustrated, Lancashire.

Why not save all the hassle and switch them on yourself - online.

I did this and no joy. I have having problems with the online service too.

You must be doing it wrong. The on line service is good. No probs ever

When the phone answers, don't press any buttons at all, and you will be connected to an operator pdq.

I am doing it right, I think I know how to order a few calling features! I have had the online service with BT before and was working perfectly, however, this time round not good at all.

I would call 150 and not press no option, but I need to speak with a special team in Warrington who deal with the GB accounts which is a pain, the only way to do this is to call the 0800 number above.

I don't think it will.

Not everyone is trained on the system that recognises the new account numbers.

Unless he contacts the chairmans office and gets them to email the relevent folk, it will still be days before they contact him back anyway, the only number he can get through on is the 08000223089 number, phoning the normal 0800800150 is pretty useless.

Ok, most UK companies will use the standard e-mail format First name.surname@xx.com so you could try this

Find out the names of a few people at bt - Various Board Members - http://www.btplc.com/Thegroup/Theboard/TheBTboard.htm

Chairman
Chief Executive
Chief Executive of BT Retail

Now, bear in mind that these people are executives and will not read e-mails or letters addressed to them, there will be a seperate customer service department for this, but that will be as high up in the company as you will be able to go.

Hope this helps
Last edited by yorkieboy101 : 27-08-2007 at 12:32

I have a workmate who has been trying for months - literally, just to get the 1571 message system set up on her line. She has phoned all the numbers, held on for THREE hours, but to no avail. I sent an email, as we are with BT also, but no joy. I sent another email - no joy. Ah, I said, I will set you up an account and activate it that way, as it works for me. So, I set up an account of sorts, but to activate 1571 etc, I need to go further, and IT DOES NOT WORK! The page sits there for ages, then up comes an error message. My workmate also has GB at the beginning of her account number. Is this a problem? Is this the best we can expect from BT?

Took me an hour and a half to get through yesterday - fun stuff

Im trying to get through to set up direct debit - on hold for an hour yesterday before giving up.

trying again now - 5 mins so far.......

never knew a company so reluctant to take my money!!

I gave up after 30 mins and called back to pay by debit card.

No problems as its all automatic. Would really like direct debit set up tho.

Can't you do that online? I can amend my DD details online (although I can't remember how I set them up originally).

No i havent been able to add my account online. been trying for a month but keep getting an error page

Think its due to having an account number starting with GB

We need a working phone line 24/7 so set up a BT online billing paperfree Direct Debit account in June this year. Couldn't access the account and were sent a paper bill with late payment charge. Complained to Ben Verwaayen: HLC Carmen Alexander promised it would be rectified and refunded. Never happened. Received another paper bill today charge £4.50, £11 line rental, £7.50 late payment charge, no mention of previous promised overcharge refunds, so complained again to ebilling and received an auto reply probably from Asia. Then surprised to hear from Kayla in Northern Ireland re my complaint - not this one today but my last unresolved one two months ago. Does the left hand know what the right hand is doing? No mate, its all outsourced. Action promised, but its early days yet.

So i got fed up and sent an email to ben.verwaayen@bt.com at 7:48am.

Got a reply at 7:49:


lets see what happens now!

got a phone call from a guy called Raj. Sorted me out.

Very good - def email ben with any problems

I've been having the same problem of getting the BT line reconnected. I found this thread and decided to try this technique of emailing the CEO. I've just had a response email with exactly the same wording as sla_steve received. I found this a bit odd, as I wondered how he would get them to sort anything out when I hadn't given him any account or contact details!!

OK, it has worked. I have now had an email from his assistant asking for my contact details. Looks like we may be getting somewhere.

Oh my - I have steam coming out of my ears.

Called 150 from BT line, 1 hour 48 minutes later i called 0800800150 from a VoIP line and entered my number - waited a few minutes.

I called 0800800150 through VoIP again, and entered a VoIP number - pressed to say that was the number i was calling about -they connected me straight away!

She told me to call 0800 022 3089. So i hung up my other calls and called that - 6 minutes in i got through to an Indian call centre, who asked my details and she said she is in billing so can't help with my enquiry - she transferred me to business support who could not help, so she transferred me back to the 150 IVR.

Speechless.....

I've now had two calls from someone in the CEO's office, one to get more details of the problem, and the other to give me some tests to perform tonight, as per instructions she had from technical dept. Then she'll ring me back again tomorrow to see what the results were.

Apparently, we were connected on Nov 5th, as promised, so they need to check whether it's a phone or line problem.

I have benn trying to get a second line installed into our house for 9 weeks now, had two appointments for the work to be done but never turned up etc etc.

Yesterday I dedicated my whole working day to getting it sorted, rang this number 020 7356 5000 Bt HQ in London, told the poor switchboard man what was going on. Got put through to a lady called Jane, very helpful and fingers crossed the workmen will be here on the 15/11/07!!!!

Hey,

just thought I would update you, the workman has just left and I have a new second line.

ring the London HQ it works!!!!

Now sign both lines up for Primus Saver Option 2 CPS and 18185 to get your own back a little!

Had to email Ben again yesterday as nothing was moving.
Emma just phoned:- could I send a cheque off minus the £12.50 overcharge: BT have changed the billing system and things are not happening as they should. A promise made to rectify our Direct Debit online billing.