I am glad to read that I am not the only person at the end of my tether with BT - I reported a fault on 31 July after receiving messages from friends who had tried to email me and received bounce back/msg delivery failure messages - these were from a variety of different servers, Gmail, hotmail, zen, ntlworld. I was receiving some emails but a considerably reduced number.
Phoning the BT help line, or even online chat has been a dismal experience. They tell lies - they don't return calls when they have 'booked them' and on the few occasions someone has called me, they have no idea what my problem is and certainly have been unable to resolve them. I found one person who asked me to send copies of the bounceback messages to him and he was the only one who seemed to have any clue as to the problem. He can be contacted at biswadeep.roy@bt.com.
I registered a formal complaint on 11 August and have heard nothing since. Almost 3 weeks later! yet, when I look online at My BT the fault says resolved and closed....and I cannot get hold of anyone to explain that it hasnt been resolved and I still want to complain.
The last straw was last week when I received a telephone call from someone in tier 2 email team who told me that my account had been blocked because someone had complained that spam was being sent from my email address (not me!). she told me that it had now been unblocked but could not explain how it came to be blocked in the first place (and to only certain people, not everyone, as I was still receiving some emails), nor what BT policy was on such complaints, or even why noone had informed me - or the help desk who have been supposedly trying to sort out the problem for 3-4 weeks. she then put the phone down on me!
Over the weekend I have received just one email - I try to email myself from other accounts (gmail, hotmail) - some get through, some don't, one was delayed for 24 hours.... I have registered another complaint by email, because I cannot face yet another HOUR on the phone trying to get someone to pick up the phone at BT, and then finding that they can only read from a frontline script - 'have you changed your password? have you checked your blocked email list? can you email yourself a test message? Yes? well, there is no problem with the BT server then' - when I ask why several people are trying to email me and getting bounceback messages I am told, perhaps they have blocked your email address?!
grrrrrr!!!!! If anyone finds anyway to get BT to respond on this issue, please report it here. 3 more weeks and I'm off to the Ombudsman.
In 30 years this is the absolute worst evperience I've ever had of BT.
