This topic

Told we have a Telecare marker on account

AIPH — Wed, 12 Jun 2024 18:18:05 GMT

We too have the same problem. Never had telecare although I have been told there is a permanent "marker" on our account that is in a system that is so old they cannot remove it. Our problem is that we need to keep the same number as my 86 year old disabled husband has has the same number for over 50 years . However, BT say this is not possible. BT solution is to close our account and open another one but along with that we will have to have a new number as there is no guarantee we can have our old number. There is a chance, but logically if there is a marker on an old number, surely when requested the marker will still be on it. So for the moment we are "trapped" with BT and cannot get out of it for a cheaper broadband package even with EE unless we give up our number. All we wanted to do as pensioners was to get a cheaper broadband package. The telephone is my husband's life line. Surely there is a way for this to be resolved.

Re: Told we have a Telecare marker on account

RobbieMac — Wed, 12 Jun 2024 18:20:47 GMT

Hi @AIPH

Welcome to the BT Community and thank you for your post!

I am sorry for the confusion around the marker you've been told is on your account. I understand when you move you'd like to keep your number when moving over to Digital Voice. As your number is with BT at the moment, the number should transfer over when you move.

We can pick up from here and look into getting the marker removed. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Openreach (apparently) have flagged me as having a careline device

DanielS — Sun, 16 Jun 2024 12:26:02 GMT

Hi @AIPH,

Thanks for taking the time to get in touch with us.

I have replied to your private message. If you need any other help, please get in touch.

Thank you

DanielS

Re: Openreach (apparently) have flagged me as having a careline device

mikechrisholland — Fri, 26 Jul 2024 13:43:57 GMT

In June we were searching out a new package to replace Sky TV and mobile/broadband. We went in to the EE Hereford store and we were told there wasn't anything they could do because we had a Telecare block on our line.

WE made contact with BT who told us we would have to create a new account and we were reassured all was well we could sign up to EE TV mobile and Broadband the account would start anew and a second TV viewing box would be included. We have spent hours on the phone to BT, we've spent hours setting up all the individual apps and passwords for each of the TV viewing options. The process is not as straight forward as one might imagine.

Can anyone understand how unhappy I might be finding out the tele care tag is still in situ and blocking our choices. Today we have found out that we were seriously mislead and the Telecare block is still in place which means we can't move over to EE TV or have a second viewing box.

Having spoken to the manger above the chap we first encountered the result was that our only option was to cancel everything with BT and seek our needs else where, Surely not again.

We are now sat here in total disbelief that we have been limited in our choices by a tele care tag that is not something we need or want. We feel this needs further investigation as to the legality of this enforced restriction of choice.

Does the public know the BT Telecare tag can not be removed?

We are seeking alternatives and will return to SKY if this situation is not resolved in contacting the community. I see private messages are passed on but did those message lead to positive outcomes? It would be helpful to know that the problem does have a solution

Re: Told we have a Telecare marker on account

mikechrisholland — Fri, 26 Jul 2024 15:10:49 GMT

Hello
Can you tell me please
Did this issue resolve with the removal of the marker?
This issue is a very frustrating one that rules out choice and is not acceptable

Re: Told we have a Telecare marker on account

JohnD416 — Wed, 27 Nov 2024 18:21:43 GMT

Our broadband migration from BT to EE has stalled due to a Telecare marker on our account. Our landline was newly allocated when we moved in Jan 2018 and we have never used Telecare services. This marker is either a mistake or a setting from previous user of the landline prior to allocation to us.

How do I get it removed? Other messages regarding this matter are private and not public. Website help goes in circles without a clear resolution to this non-standard situation. Call to phone help did a test requiring me to hang up and BT call back had me on hold for hours.

Previous online chat - a few hours - was unhelpful. Was told to call Technical Support.

Please help!

Re: Told we have a Telecare marker on account

Leanne_T — Thu, 28 Nov 2024 08:22:47 GMT

Morning @JohnD416

Thanks for coming to the community.

I am sorry you have the Telecare marker on your account and this has affected you moving to EE.

To get the Telecare marker looked into and removed, please get in touch with our technical support team, they will have full account access to help you.

Leanne.

Re: Told we have a Telecare marker on account

JohnD416 — Thu, 28 Nov 2024 12:28:05 GMT

Thanks for your prompt reply @Leanne_T ! 👍

I have already spent hours on helplines which are confusing and, selecting the wrong option from endless lists which don't really offer a "Telecare Marker" issue, can cause delay as unnecessary line and broadband disgnostics are run or Bots triggered.

This seems a back office marker on our account. Is there not a direct contact to take this off our account? A form to raise a support ticket?

My 35 years of IT Developmnt and Support at NatWest makes me think that the resolution to this problem is miniscule compared the the time I have already spent on this.

Our EE migration started on 12 November and has been stuck on this issue. Is there an escalation process?

Regards,

John

Re: Told we have a Telecare marker on account

Leanne_T — Thu, 28 Nov 2024 13:20:42 GMT

Hi there @JohnD416

I am very sorry and I can understand how frustrating this must be for you.

The team have no account access on the community to get this looked into for you. If you can try calling again and selecting technical broadband support, the team will be able to transfer you if needed or raise a support ticket. You can also ask to open a complaint which will be sent direct to the complaints team.

Thanks.

Leanne.

Re: Told we have a Telecare marker on account

JohnD416 — Fri, 29 Nov 2024 11:35:23 GMT

@Leanne_T BT Support have "I have filled in the form and in 72 hours it will be live not have any issue the hold which has been kept that will be removed ."

"Previously we did not had this as process to be in line with regulatory body a new process for from as come in where we fill in the form so that there is no tele care issue when customers migrate from BT to EE or other telecoms this is also new to us this is why the agents and most of them are due to get its training, I have completed the form from my end and in 72 hours it will be rmeoved ."

"Telecare Reporting Thank you Your form was sent successfully. Account Number ********** Customer Name ***** Brand New EE Postcode ***** When did the customers telecare service go out of service 12/11/2024 When was the customers telecare service resumed? Leave blank if still not working Was the customer bulk migrated to Digital Voice (dealer channel Robotic migration) No What was the customer being migrated to FTTP Summary of incident cx is not having any TELECARE and does not want any please help in making BT to EE transfer smooth, cx comments WE HAVE NEVER ASKED OR USED FOR A TELECARE SERVICE/FUNCTION?MARKER and we don't want it"

"I know you have not got much help on this previously as this was very new to all BT and EE agents, But I am sure this will resolve the issue as the form which I have filled in it is specifically for the issue what you are facing at the moment, and have also taken a complaint related to telecare for smooth migration to EE "

It has taken me a lot of time to finally find someone to fix the account. The website help options should have a clearer path to fix an account setting.

Thanks for your help @Leanne_T

[Mod edit - removed personal details from post]

Re: Told we have a Telecare marker on account

Michael_D — Fri, 29 Nov 2024 08:21:09 GMT

Thanks for the update @JohnD416.

I'm glad to hear it is progressing for you, but I am sorry that you've had so much trouble getting it removed.

Take care and have a great day.

Michael

Re: Told we have a Telecare marker on account

JohnD416 — Fri, 29 Nov 2024 10:56:24 GMT

@Michael_D As the BT Support contact noted yesterday, " BT : Previously we did not had this as process to be in line with regulatory body a new process for from as come in where we fill in the form so that there is no
tele care issue when customers migrate from BT to EE or other telecoms this is also new to us this is why the agents and most of them are due to get its training, I have completed the form from my end and in 72 hours it will be
rmeoved", it would be useful to update the customer support provision to react to "BT to EE migration" or "Telecare marker" problems.

Even creating a special direct contact for EE agents to call when this problem occurs would be useful and demonstrate superior customer service. This is an exceptional issue and requires a hotline within BT and EE to speed resolution before customers change their mind.

We started our BT to EE migration on 12 November and we won't be able to progress it until Monday, 2 December. This delay was not of our making as our line was a number recycled by BT with a historical marker.

My suggestions haave been registered by BT Customer Support as a complaint; "We're looking into your complaint, and we'll get back to you as soon as we can. Your reference number is VOL013-905145742895."

Regards,

John

Re: Told we have a Telecare marker on account

Michael_D — Fri, 29 Nov 2024 11:29:30 GMT

I can totally understand your frustration @JohnD416. The complaints team will be able to take this on-board as part of their investigations.

Please keep us posted with how it goes when you have heard from them.

Michael

Re: Told we have a Telecare marker on account

JohnD416 — Mon, 02 Dec 2024 17:32:26 GMT

@Michael_D @Leanne_T My frustration grows. This afternoon - well after the 72 hour action window - my EE Agent was unsuccessful du to the presence of the erroneous and persistent Telecare marker on our account:

Persistent Telecare Marker

We started our request on 12/13 November and it is not December. The amount of time I have lost and the amount of time BT andEE resources have spent supporting our application is not cost effective.

☹️ 👎

Re: Told we have a Telecare marker on account

JohnD416 — Mon, 02 Dec 2024 19:19:27 GMT

Another 90 minutes wasted on the Online Message Chat service without a result. 😞

Must I complain to head office to get anything done? Erroneous Telecare markers must be able to be corrected. A yes/on flag update to no/off update on an Account Administrator's screen or an empowered IT Support request to run corrective SQL on the account. It isn't rocket science.

Re: Told we have a Telecare marker on account - but where is the BT contact who can remove it?

JohnD416 — Tue, 03 Dec 2024 12:19:26 GMT

@Michael_D @Leanne_T Finding the elusive BT team to resolve the erroneous Telecare marker on our account is near impossible due to the exceptional situation and the unclear understanding of it.

Our BT Account has been with us for over 40 years. Our current landline is 6 or 7 years old and was allocated to us whenwe moved from London to Cornwall. We assume that we inherited a landline number that was recycled from a previous customer who might have had a Telecare device and the settings were not flushed prior to allocating it to us. We have never had such a device or requested such a setting on our account.

The BT Help phone or web offer standard "buckets" to direct queries. I have tried them all without success; accounts and billing, manage accounts, broadband, landline, fix a problem,etc. I have been referred to other teams within queries and no one seems to be able to direct me to someone knowledgeable and empwered to remove this incorrect Telecare marker.

Is the Telecare marker set by accounts via a Customer Accounts administrator? Or, is it a Broadband or Landline setting? It doesn't appear to be a Mobile issue as our EE Sims and connections are working fine.

Our BT landline and broadband are working fine as well as the EE Mobile service.

I thought that last Thursday's contact who submitted a Form to remove the Telecare marker within 72 hours was the resolution, but it appears not.

I cannot continue to lose chunks of my day explaining and re-explaining this issue to BT staff. I cannot continue to waste EE Agents time during this busy retail season.

Resolution to reset this flag should not require a fraction of the effort BT staff are exerting - and not succeeding - attempting to help me.

It isn't a major "rocket science" problem. It is either a setting on a BT system that an authorised administrator can login to our account and amend or, if that system is not longer available, a data (SQL) update run in production. There must be an IT person or business user who can identify the system or the target file connected to the Telecare marker.

Given the elapsed time of this issue, I should have a direct contact to this issue owner.

I need to find someone in BT who will take ownership of this issue without having to resort to escalating to the BT CEO. I shouldn't have to do this but it usually works.

Re: Told we have a Telecare marker on account - but where is the BT contact who can remove it?

JohnD416 — Sun, 08 Dec 2024 18:31:37 GMT

@Michael_D @Leanne_T My wife and I went to EE last Thursday and BT have yet to clear the errant Telecare marker from our landline. This is delaying our switch to Digital and migration of our Broadband from BT to EE. This is a BT objective, but no one in BT seems to know how to remove the marker or take ownership of the problem.

It is now approaching a month since we started this process. BT helplines seem to go in circles. 😞

Re: Told we have a Telecare marker on account - but where is the BT contact who can remove it?

JohnD416 — Sun, 08 Dec 2024 18:35:11 GMT

@Michael_D @Leanne_T

Could it be OpenReach? I've assumed this Telecare marker is a logical setting and not a physical switch. Does anybody know?

Re: Told we have a Telecare marker on account

JohnD416 — Sun, 08 Dec 2024 23:52:20 GMT

Write to the CEO. Where there's the will, there is a way!

Re: Told we have a Telecare marker on account

JohnD416 — Sun, 08 Dec 2024 23:56:27 GMT

Which team? I've spent hours with many teams without success. Landline support say it is Customer Accounts who say it is Landline. I've tried Broadband as well as it is delaying my broadband migration.

Someone submitted a form to remove the marker on 28 November with a 72 hour action window. Nothing happened.

😞