This topic

No promised call back in morning

Cutoffinerror — Fri, 25 Sep 2020 12:00:42 GMT

I waited by the phone today, another wasted day, from 8am until now (almost 1pm) but yet again the promised call back has not happened. I spent 4.5hrs yesterday, which added to over 26hrs spent either on hold, or being sent (via that hold Muzak!) to other departments in the last 9 days. They gave our phone line to Sky, despite repeated (3) confirmations that they had stopped the unrequested process after bizarre letters began arriving. We had 2 conflicting letters arrive on 1 day, saying both 'the phone line change would stop' and 'sorry you are leaving' each dated 26/08/20!

Cut off

Cutoffinerror — Fri, 25 Sep 2020 11:47:06 GMT

Who has been randomly cut off by BT, despite telling them not to several times?

How do BT Cut people off after 3 assurances it wouldn't happen?

Cutoffinerror — Fri, 25 Sep 2020 12:05:48 GMT

How did BT manage to cut us off, despite us using their interminably slow and convoluted methods 3 times, and having received 3 assurances that it wouldn't happen?

Re: Cut off

imjolly — Fri, 25 Sep 2020 12:08:00 GMT

as you obviously have tried to get BT to sort out this take over error I have ask forum mods to see if they can help you they will post here

Re: Cut off

imjolly — Fri, 25 Sep 2020 12:10:47 GMT

@Cutoffinerror

please stop spamming the boards with same post

I have asked mods for assistance

Re: Cut off

Cutoffinerror — Fri, 25 Sep 2020 12:46:44 GMT

Who do you think you are? I'm trying to find other unfortunate customers this has happened to. What is your problem with that?

Re: Cut off

imjolly — Fri, 25 Sep 2020 12:50:04 GMT

this is nothing wrong with that just keep it to your post which I have replied and asked the forum mods to try and help you get connection back

Re: Cut off

Cutoffinerror — Fri, 25 Sep 2020 13:04:06 GMT

It's you that needs to stop 'spamming' me!

I've asked 3 entirely separate questions

1. Anyone else had this problem? 2. How is this possible after being assured 3 times it was dealt with? 3. Why are conflicting letters sent out by BT, that should create some flashing warning on an account that a competent employee can deal with.

Presumably I'm allowed to ask 3 separate questions?

Here's a 4th. Are you a self appointed 'Sage' who's a member of the Public, or an employee hoping to keep such avoidable errors out of the public arena?

Re: Cut off

garybs29 — Fri, 25 Sep 2020 13:06:39 GMT

@Cutoffinerrorwrote:

Here's a 4th. Are you a self appointed 'Sage' who's a member of the Public, or an employee hoping to keep such avoidable errors out of the public arena?

Everything here is visible to the public still. In all honesty it's keeping the forum clean, your questions are all related to the same issue so can be dealt with in 1 thread as far as I can see

Re: Cut off

imjolly — Fri, 25 Sep 2020 13:15:17 GMT

@Cutoffinerror

all of your points are related and can be included in one thread rather than various posts over the boards. I am trying to help you but you obviously are not a happy person because of the problems you have had/having and that nobody appears to be getting your connection back.

more posts are not going to get any faster help from the forum mods who will post here and offer assistance

I am like you a customer and have never been an employee of BT. you posted here for help/assistance and I have offered help and assistance. you now need to wait on the forum mods who are BT employees posting here

Re: Cut off

Cutoffinerror — Fri, 25 Sep 2020 13:37:18 GMT

If there's one thing that's become clear it's that I'm not about to be reconnected any time soon, because of the Byzantine nature of potential contact and the obfuscation practiced by BT. The interdepartmental 'relay hand off' I've suffered is staggering. All I've asked for, from virtually the beginning, is that BT put a process in place that prevents BT from making idiotic errors. We received 2 letters, both dated 26/08/20 'cancelled line transfer' and 'line to be transferred' after we'd been assured it wouldn't happen 3 times. Stop that happening! The letter cancelling it must take precedence and prevent the continuation of the 'cut off' error. Get a teenager to write some Code that prevents your inadequate system from scoring own goals like this. Automatically generated conflicting letters being sent out simultaneously should make an account 'flash' a warning to itself, that instigates a competent employee stopping this idiocy. I don't want this happening to anyone else. Can any of you see that this ridiculous situation could be stopped? If this simple practice was in place, this idiotic event would be impossible. Tell someone to prevent it. Become Non-(self)employee of the month. Take this advice to someone, use it, it's yours. Good luck! Let me know when you're successful.

Re: Cut off

NeilO — Fri, 25 Sep 2020 13:44:13 GMT

Hi @Cutoffinerror I'm really sorry your BT service has been disconnected in error, this is not something that other members of the community will be able to fix for you so @imjolly has highlighted your thread to me, he is a customer like yourself and very kindly spends his own time on the community sharing his extensive knowledge with other customers and has been designated a community leader by BT to help the community run smoothly. Your posts are still in the public arena and just as visible as before however they are now all in the one place which makes it easier for the rest of the community to follow the thread.

I appreciate you're not happy with BT at the moment which is entirely understandable and justified given the circumstances and we'll be happy to help in any way we can to get you reconnected, I'll send you a private message in a moment so you can get your details over to the moderation team if you'd like us to look into this.

Re: Cut off

imjolly — Fri, 25 Sep 2020 13:47:50 GMT

there is a system in place when BT received notification from another ISP to take over your line, usually as customer is moving to new ISP, then a notification is sent to customer saying sorry you are leaving but if it was not you to contact BT immediately to stop takeover

for some reason the automatic system has failed you

the forum mods will help but you just need to wait until they post here

Re: Cut off

Cutoffinerror — Fri, 25 Sep 2020 14:21:19 GMT

I appreciate you must be busy, but your 1st sentence doesn't make sense. I presume there are words missing and it needs punctuation.

As I iterated, and am now reiterating, we received 3 confirmations, during phone conversations, that the people we were speaking to would cancel the 'order' (which we'd never placed!)

Something I haven't as yet mentioned is that my wife was persuaded to renegotiate our package (ironically) on 26/08/20 when the conflicting letters were sent. In my opinion the 'flash' that should've occurred, when the simultaneous nonsense was sent by BT, should've intensified to 'bells' ringing too, given that we HAVE a new contract (26/08/20 to 26/08/22)! When we received the 2 letters, a few days later, I got the 3rd verbal promise it would stop that day. An email arrived at 00:33am on 09/09/20 telling us we were cut off. Wow!

Get someone to instigate what I'm demanding, before anymore unfortunate BT customers suffer. Seriously, forward this to a programmer who can prevent this madness! I want confirmation that you've taken this seriously and done that. Nothing else.

Re: Cut off

imjolly — Fri, 25 Sep 2020 14:24:53 GMT

as I posted already - I am a customer just like you and do not or have I ever worked for BT.

you can take up your point when mods post a link for assistance

Re: Cut off

Keith_Beddoe — Fri, 25 Sep 2020 16:27:11 GMT

@Cutoffinerror

See https://community.bt.com/t5/BT-com-Community-feedback/No-promised-call-back-in-morning/m-p/2097360#M14113

Just in case you missed that post from a moderator.

You can access your private messages on this link https://community.bt.com/t5/notes/v1_1/privatenotespage/tab/inbox