Hi all,
At my wits end after 6 days, (12 hours total call time) - 3 bridge cases (all closed without resolution) and an open complaint - seems that BT are completely unable (neither T2 or offshore) to solve this issue.
Would start by mentioning that I am CCNA and MCSE qualified and setup exchange servers for a living which makes this all the more frustrating.
Issue started when in Feb we were contacted by BT to switch back to their broadband. Had been a BT customer in the past, but since 2008 was paying for BT premium mail and using another provider.
Eventually considering that the prem mail has crept up from £1.50 to £7.50 per month I thought it made sense.
Only thing I hadn't got around to was importing the premium mail into my new BTid (created for broadband) - so I was still paying up to this month.
Anyway last week the prem mail payment didn't go through due to expired credit card. On Sunday all accounts and sub-accounts were blocked. Paid the outstanding bill and called BT to see if we could get a credit as I've been paying in the meantime for broadband. No problem , payments were credited back to the account and was advised to go into the manage products and import , starting with the primary from the premium mail. Import completed (had to authenticate the source BTid during the import process) and all accounts now show in the manage products/email as active.
Problem seems to be that when the import was carried out, BT had not yet lifted the bar on the mail accounts.
Now we are locked out of all 4 e-mail accounts. Have called BT Prem mail support every day since Monday - each time I'm promised that will be resolved by 'tomorrow' - only to find that next day the bridge case (BTIR01)has been closed without even checking first with the client (or perhaps checking 'last logon time' on the servers.
Eventually when the second bridge case (BTIR) was opened and also closed next day without any resolution we opened a complaint - and another bridge case was opened (BTIR01).
Of the 10+ advisers I have spoken to, all but one were very sympathetic and promised to follow the case personally but as soon as the call ended - so did their interest. We have even given the user/password to the support adviser to confirm that the issue is not on my end and they faced exatly the same issue .
1) Open BT home page :
https://home.bt.com/login/loginform?TARGET=$SM$https%3A%2F%2Fsignin1.bt.com%2Fbtmail%2Fsecure%2Femai...
and enter correct user/password (typing wrong password results in red failed authenticationwarning box appearing).
2) Next hop takes us to https://strongauth.secure.bt.com/arcotafm/cap and then to https://samlfed.bt.com/mx_mailbox.htm
3) Instead of opening the inbox : https://email.bt.com/mail/index-rui.jsp?v=2.22.1#app/mail - we are looped back to https://home.bt.com/login/loginforms?
Have offered to send HAR files to prove the issue is on BT end but this confuses the support staff. I could understand that, but I would hope that the offshore team in India would understand what a HAR file is.
At this point I am at my wits end. Having mother/wife/kids all crying 'why can't you fix it - we are waiting for cancer appointment/job interview etc.) is driving me insane.
All it needs is someone vaguely technical to check on the servers and they'll almost certainly find the LDAP accounts flagged as disabled (something that the front end should have unset when the billing issue was resolved) - but it seems that all they are trained to do is check the front end and they see all these accounts as Green 'active' - so they just close the case.
Does anyone perhaps have an escalation path that they could suggest to get the offshore team to pull their finger out and actually do their job properly? Closing the Bridge case just to keep their KPIs looking good without giving a thought to the end customer is shocking.
Thanks for any suggestions (other than stay far away from BT mail). Even an email address of someone of the team in India that might take a sympathetic view of this case. As you can tell, I am completely desperate. BT (if you are reading) - please look into those Bridge cases and complaints and try to update the adviser training to avoid any other episode like this.
Kevin
