How do I get escalated to 2nd or 3rd level support?

NicC7 — Fri, 21 Oct 2022 10:35:06 GMT

I need to speak to someone that can help as I have already wasted 10+ Hours on various calls with 1st level support agents that keep promising resolutions that clearly are empty promises.

I paid to upgrade my broadband to maximum fiber package and instead BT thought I would prefer to cancel so just cut me off with no notice. Two weeks later I am still not reconnected and just get told to phone back every 2 days for an update which without fail is "Sorry there is no update yet"...

Don't understand how my service can be cut off with matter of days, but reconnected for weeks.

BT also had no issue billing and deducting the new increased amount for the higher speed fibre package despite not providing even basic package for 2 weeks now.

I have no more patience and even less confidence in anyone on the 0800 number to be able to resolve the issue so need to find out how do I speak to someone that can take meaningful ownership and resolve this in next 24 hours.

Re: How do I get escalated to 2nd or 3rd level support?

-Richie- — Fri, 21 Oct 2022 18:54:38 GMT

How do I get escalated to 2nd or 3rd level support?

When or if BT create said support teams, then it would be an option, currently there is no such process for 2nd and 3rd level support.

You call up, you get given an update, each advisor has the same access and follows the same process.

This topic

How do I get escalated to 2nd or 3rd level support?

Re: How do I get escalated to 2nd or 3rd level support?

How do I get escalated to 2nd or 3rd level support?