I have been with BT for a lot of years now and have been very happy with my infinity unlimited service. I have been out of contract for ages and have seen recent adverts offering excellent deals for new customers but there never seems to be anything for existing customers. I have tried calling and have been told they can't do anything for me.
Is there any way existing cuctomers who are out of contract can deal with customer services to get a new deal...I am happy to enter into a new contract with them but it seems they don't want to retain people like me as there are never any offers!
try the options team who will help you 0800800030 - they are uk based make sure you know what other ISPs offer before calling
Are there two levels of Customer Options Team?
I phoned twice on 0800 800 030 and was given a very underwhelming Infinity offer both times. I was told that was definitely the best the system would allow.
The third time I thought I would try the number listed for requesting MAC's. I wasn't requesting a MAC and you get through to the Customer Options Team anyway, but this time the person I talked to gave me a better offer. I asked why the inconsistency with what the others had told me and was told that some staff can view certain authorised offers on the system that others can't. I said I would delay the order to align it with my billing cycle.
The fourth call to make the order (trying the same MAC request number route) and I got through to a Customer Options Team advisor who was adamant that the offer I had been quoted didn't exist on their system. No problem, I told them the previous all powerful advisor had added lots of detailed notes to my account stating the offer. Whoops, no such notes can be found!! At this point I asked them to check with a manager who told them to pass me to the mainland (this was Belfast).
Fifth advisor (back on the mainland?) could see the full range of authorised offers and said they could place the order as offered no problem.
So there do seem to be different Customer Options Team advisors with different powers.
Seemingly missing account notes seems to be a regular theme on these forums. It's happened to me on more than one occasion. One advisor spends 10 minutes adding notes and even reads them back to me. The next day the next advisor says there are no notes as far as they can see! I've been told by more than one advisor that the system often fails to store the notes when they click save. What sort of shoddy system are BT using? That seems like a pretty fundamental fault, unless of course they are just choosing not to see them.
Yes, happened to me too. Promised that Manager states what she promised is on my account. Went to take up the original offer, no notes on my file.
Either a bad system or the CS staff ignoring the notes, or both.
From my experience there are definitely at least two levels. When I contacted the team the first person freely admitted that she could only offer what she saw on the system and said that hopefully someone higher up would contact me , by text/email, and that they would be able to offer any deals that she couldn't see - I had asked for and was given a MAC. I received the sorry you are leaving text with a phone number to ring and I got a lower quote than I was expecting based on what had been posted on the forum at that time - June. Interestingly I was told to ring the same number just prior to the new contract expiring to discuss what deals would be available then ie avoiding the first level of the options team.