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As I am sure you are aware the Mod team has been inundated recently with a lot of customers chasing the vouchers
We are trying to chase the way we deal with these cases. Normally when the Mods pick up the issue we would chase the voucher team through https://bt.custhelp.com/app/contact_email/c/6090 once we have the customers details.
What we have decided to do it to direct the customer to that link instead of getting the customer to send through to the mod team. I know currently there is a bit of a backlog with the voucher team and this is delaying them responding to those cases.
This is the same process the whole of BT currently uses to chase the Vouchers. I am going to draft up a sticky post with steps a customer needs to follow to claim and chase the vouchers, this should hopefully deflect some of those posts.
Good move, Paddy. Given that stickies are routinely overlooked, would you prefer us to reply to enquiries by posting the link or by directing the customer to the sticky?
I think the best way would be to direct those customer to that link as I agree that the sticky post can be overlooked, especially by new members to the forum.
I think it will also be a good idea to have the sticky post as well with the full details around claiming and chasing the vouchers. I'll try getting the sticky post drafted up at some stage today. In the meantime if you direct them to that link that would be great.