BTYahooMail

[Nelson75]

Will do

[Andy_N]

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@Nelson75wrote:

I have just taken a call from the email team.

Quote "the issue is due to a bug and we have taken this up with the supplier and are seeking to get this fixed "

A regular update has been promised even if there is nothing to report and next call is scheduled for Saturday between 10- 12.

One really does wonder what if anything has been going on since I first raised this on 5 November

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It also make you wonder if this bug affects their other partners, e.g. Sky - unless Yahoo provides them a better service. Looking at their help and forums it suggests they do.

So why are BT using a cut down Yahoo service? I suspect it's money, otherwise why not have the same features?

With regard your last sentence - they have done nothing until now.

[Nelson75]

Thanks for getting in touch.

I had this email from BT Customer Services on the 16th and still have heard nothing further. Not sure how to follow up

"We just want you to know that we've got your e-mail. This is an auto response, so you don't need to reply.

Our aim is to get back to you in 48 hrs. But at busier times, it could take longer as we are a small specialised team. Should you need an immediate response from BT please use our other contact methods which can be found on our Contact Us page.

Rest assured we'll be in touch as soon as possible.Your reference number is *************

Best wishes,

Forum Moderation Team"

[Mk11]

I got a call from the ‘’small specialised team” when I wrote a recorded delivery letter to Bt head office complaining about the messed up auto forwarding. The guy that called was really baffled about autoforwarding not working properly/being partially disabled, he reckoned it should have been 100% functional. He had to go off and investigate further and called back a day later to say that Bt could ONLY assist with BtMail issues, not BtYahoo. The ‘’team’’ were not aware of the reasons why they were calling me, so all the previous chat sessions and letters explains the issues, complete with screen prints had not been seen by them. Utter waste of time.

[licquorice]

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@Nelson75 wrote:

Thanks for getting in touch.

I had this email from BT Customer Services on the 16th and still have heard nothing further. Not sure how to follow up

"We just want you to know that we've got your e-mail. This is an auto response, so you don't need to reply.

Our aim is to get back to you in 48 hrs. But at busier times, it could take longer as we are a small specialised team. Should you need an immediate response from BT please use our other contact methods which can be found on our Contact Us page.

Rest assured we'll be in touch as soon as possible.

Best wishes,

Forum Moderation Team"

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You have had several responses from the mods on here.

Please delete the reference number from your post as it is personal information.

[Andy_N]

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@Mk11wrote:
I got a call from the ‘’small specialised team” when I wrote a recorded delivery letter to Bt head office complaining about the messed up auto forwarding. The guy that called was really baffled about autoforwarding not working properly/being partially disabled, he reckoned it should have been 100% functional. He had to go off and investigate further and called back a day later to say that Bt could ONLY assist with BtMail issues, not BtYahoo. The ‘’team’’ were not aware of the reasons why they were calling me, so all the previous chat sessions and letters explains the issues, complete with screen prints had not been seen by them. Utter waste of time.

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Awful isn't it.

A few of us regulars in here have been saying for years that to have two different mail suppliers causes issue - BT deny it. Clearly the "upper" management simply have no idea and are clueless about it, no wonder the frontline help staff seem to know nothing or very little. From the info you've posted, the specialist team needs vastly more training or get in people that know what's happening. Chances are these people haven't been "doing the job" long enough to know about the Yahoo bit.

As I've said before, BT get very aggressive and defensive when asked why the migration to BTMail was stopped in September 2014. They will never answer why it happened, I was told it was a commercial reasons. To me it seems like BT want to simply ignore the Yahoo managed part of the system.

[Mk11]

Andy, you hit the nail on the head about Bt wanting to ignore the Yahoo managed part of the service. Unfortunately, when pressured about this, Bt don’t just try to ignore that part but claim not to have any responsibility for the actions of that part (Yahoo), which I think puts them on a dodgy legal footing. My contract and my payments are with Bt, I have no contract with Yahoo.

[Nelson75]

So the email team failed to call between 10&12 on the 19th.

I contacted Customer Services who advised that the time slot had been without notice changed to   12.30 - 14.30.

No call materialised and so I duly advised Customer Services who promised that I would get a call before the end of the day.

That did not happen so I contacted Customer Service again this morning and after some toing and froing they advised that the "fault" had automatically been closed down,hence no call back!

I declined the offer of a call on the 25th and the Customer Services team will now call on the 27th to again get something in the diary with the email team.

Apparently this is now with the Customer Services Camp 3 team which deals with more complex issues

[Nelson75]

Ten days on and no further forward. No one called on the 27th and after me following up again I was advised that I would get a two calls on 1st - one from the email team and one from the camp3 team.

Neither call materialised and so I followed up again and was promised a Customer Services Call "within 24 hours" and a call from the email team between 14.40 and 15.00 today.

Neither call has materialised and so I have again followed up and have been assured that I will be contacted today between 15.30 and 17.00. I am waiting more in hope than expectation!

[Mk11]

Hi Nelson75. Keep hopping. Suggest you escalate ASAP to the ombudsman, who will also turn out to be useless and will basically tell you that BT can do whatever they like. After that try the Daily Mail consumer page? But before you start any of that you can ask for all data they hold about you that you are entitled to, including transcripts of calls and internal Bt emails that relate to you. They have to respond within a month, otherwise you can also involve the data ombudsman. Good. Really no point waiting. Good luck.