This topic

Virtual assistant unhelpful

Jon72 — Mon, 20 Nov 2023 10:07:16 GMT

I have been trying to get through to the broadband team to see about upgrading my service. The virtual assistant is being stubborn and will not transfer me through to a human. Then when I try to ask to speak to a human assistant. It replies that it does not understand my question.

Can bt not get a chat system that works?

Jon

Re: Virtual assistant unhelpful

imjolly — Mon, 20 Nov 2023 10:24:06 GMT

try phoning the retention team 08007831401 and see what you can negotiate

Re: Virtual assistant unhelpful

Jon72 — Mon, 20 Nov 2023 10:26:19 GMT

My trouble is suffering bad tinnitus at the moment in both ears so using the phone is difficult

Re: Virtual assistant unhelpful

imjolly — Mon, 20 Nov 2023 10:49:50 GMT

can you not just use mobile and put on speaker phone?

Re: Virtual assistant unhelpful

NeilO — Mon, 20 Nov 2023 14:25:48 GMT

Hi @Jon72 if you log in to MyBT it should show you what upgrade offers are available to you.

Thanks

Neil

Re: Virtual assistant unhelpful

Shwing — Tue, 21 Nov 2023 18:51:42 GMT

I'm in the same boat - Virtual Chat not working at all. (been trying for 5 days now)

Have to say the replies here are very disappointing, as not one addresses the fact that the web chat is broken.

I take it this is all part of the BT push to get consumers to leave (either over to EE or somewhere else), so they can concentrate on their business customers?

Re: Virtual assistant unhelpful

DavidM — Tue, 21 Nov 2023 19:11:09 GMT

Hi @Shwing and thanks for posting.

Sorry you're having problems with the online chat service. Are you getting any error messages? Have you tried different browsers?

@Jon72 I can check if there are any offers available to you. Check your inbox for my message and drop me over the details.

Cheers

David