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Complaint Letter: Ineffective Customer Service for Opt-WiFi Issue

aristcc — Sat, 21 Jan 2023 13:03:23 GMT

Dear BT Customer Service,

I am writing to express my disappointment with the customer service I have received from your company regarding my Opt-WiFi issue. Despite reaching out to the customer service hotline and seeking a solution in the BT community, I have yet to receive any practical methods to resolve the issue at hand.

I find it unacceptable that your customer service team is unable to provide effective solutions for my Opt-WiFi issue. It is frustrating to have to spend valuable time trying to resolve an issue, only to be left with no resolution and an unsatisfactory experience.

I have also noticed that other customers have experienced similar issues in the BT community and have yet to receive a solution. This raises concerns about the overall effectiveness of your customer service when it comes to resolving technical issues.

I urge you to take a closer look at the training and resources provided to your customer service team, and to improve the overall effectiveness of your customer service when it comes to resolving technical issues such as Opt-WiFi.

I hope to hear from you soon regarding a resolution for my issue and an improvement in your customer service.

Sincerely,

Public BT-Wfi disappeared

aristcc — Fri, 13 Jan 2023 17:05:24 GMT

My BT public wifi SSID "BT_Wifi" and "BT_WifiX" has disappeared for the past 2 days. I attempted to troubleshoot the issue by restarting and resetting my router, but it did not resolve the problem. I also tried opting out and opting back in on the manage wifi page, but it still did not work. Can anyone provide assistance with this issue? Thank you.

Re: Public BT-Wfi disappeared

imjolly — Fri, 13 Jan 2023 17:32:30 GMT

Did you do a factory reset by pressing the recessed button on back and holding until the hub lights flash about 20/30 seconds

Re: Public BT-Wfi disappeared

aristcc — Fri, 13 Jan 2023 17:34:09 GMT

yes, tried.

Re: Public BT-Wfi disappeared

aristcc — Mon, 16 Jan 2023 09:58:21 GMT

yes, I tried but still didn't work.

Unsatisfying service, Unreliable BT

aristcc — Sat, 21 Jan 2023 12:51:28 GMT

I have already tried reaching out to the customer service hotline and seeking a solution here. However, there were no practical methods provided to resolve opt-in BT-Wifi. Is the customer service of BT an ineffective service that cannot solve problems?

Re: Complaint Letter: Ineffective Customer Service for Opt-WiFi Issue

DavidM — Sat, 21 Jan 2023 13:12:50 GMT

Hi @aristcc and welcome to our community.

I'm sorry you have cause to complain. Can you just clarify, are you trying to opt out of wi-fi? Has an order been placed to opt out recently (they can take up to 30 days to complete).

(I've moved your previous posts so we have everything on the same thread)

Cheers

David

Re: Unsatisfying service, Unreliable BT

imjolly — Sat, 21 Jan 2023 13:08:55 GMT

this is a customer help customer community forum and your post does not go to BT

what are you trying to do - opt out of BTWIFI?

Re: Unsatisfying service, Unreliable BT

aristcc — Sat, 21 Jan 2023 13:30:19 GMT

I apologize for any misunderstandings, my intention is to opt in to BTWIFI, not opt out. Furthermore, I aim to help other customers make informed decisions by sharing my experience with the customer service. I acknowledge and appreciate your feedback on my efforts to assist others.

Re: Complaint Letter: Ineffective Customer Service for Opt-WiFi Issue

aristcc — Sat, 21 Jan 2023 13:41:11 GMT

I apologize for any confusion and for any miscommunication. My intention is to opt-in to BTWIFI, not opt-out. I appreciate your feedback and thank you for your willingness to assist others. Can you please explain to me the reason for the 30-day waiting period before I can access the service? Also, can you please let me know how you ensure that after 30 days, I will be able to successfully opt-in to the BT WiFi service?

Re: Complaint Letter: Ineffective Customer Service for Opt-WiFi Issue

imjolly — Sat, 21 Jan 2023 13:54:23 GMT

@aristcc

I have asked the mods to see if they can help you opt in to BTWIFI

Re: Complaint Letter: Ineffective Customer Service for Opt-WiFi Issue

DavidM — Sat, 21 Jan 2023 13:57:30 GMT

Thanks for clearing that up @aristcc

I'll be happy to take a closer look at this so please check your inbox for my message and drop me a reply with the details.

Cheers

David

Re: Complaint Letter: Ineffective Customer Service for Opt-WiFi Issue

JohnC2 — Mon, 23 Jan 2023 12:48:15 GMT

Hi @aristcc, the wifi team has checked and the wifi is showing as open on the hub now. Please would you test and let me if it's working ok for you now or if the problem is persisting?

Cheers

John

Re: Complaint Letter: Ineffective Customer Service for Opt-WiFi Issue

aristcc — Mon, 23 Jan 2023 23:19:27 GMT

Can you help me contact the BT wifi team again? On Saturday, I attempted to bring my hub to a friend's house and plug it in for 10 minutes, which temporarily fixed the issue. However, tonight the bt public wifi is not active again. Thank you.

Re: Complaint Letter: Ineffective Customer Service for Opt-WiFi Issue

RobbieMac — Tue, 24 Jan 2023 08:32:51 GMT

@aristcc wrote:

Can you help me contact the BT wifi team again? On Saturday, I attempted to bring my hub to a friend's house and plug it in for 10 minutes, which temporarily fixed the issue. However, tonight the bt public wifi is not active again. Thank you.

Hi @aristcc

Thanks for posting back!

Sorry you're still having some problems. I can see my colleague @JohnC2 is dealing with this. He'll be back in this afternoon and I'll ask him to give you another shout then.

Thanks,

Robbie

Re: Complaint Letter: Ineffective Customer Service for Opt-WiFi Issue

JohnC2 — Wed, 01 Feb 2023 09:41:25 GMT

Hi @aristcc, I'm sorry that this took longer than it should've to fix. The Wifi team has now fixed this for you.

Cheers

John