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Beginner
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Message 1 of 12

Serving in the British Army BT could not care less

Before I start I dont expect special service just because of my job, but find it amazing when you explain this to BT helpline and that you are relying on them to provide a service at your new address  and that will be the main way to stay in contact with your wife and young children  whilst you are serving In Afghanistan you are told by their call centre you chose your job why should that be anything to do with them. Well thank you BT so far 10 weeks after moving my family into a new home and deploying to Afghanistan we still have no phone line and I have been unable to skype to see my wife or young children in that time. I am having to call my wifes mobile which is charged at a higher rate. And to add insult to injury I am STILL paying you for not providing me with a service. At least **bleep** Turpin wore a mask when he robbed people.

We have numerous visits to the new address and I have lost count of the phone calls made, the 3 emails that I have sent have not had a reply and still no phone line. PLEASE BT PROVIDE ME AND MY FAMILY WITH A PHONE LINE IT CANT BE THAT HARD!!!  Anyone else having the same issues

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Distinguished Sage
Distinguished Sage
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Message 2 of 12

Re: Serving in the British Army BT could not care less

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.

 

They can be contacted using this link BT Care Team

 

They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.

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Beginner
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Message 3 of 12

Re: Serving in the British Army BT could not care less

Yeah tried that already before I deployed , My wife has spent a fortune on more phone calls than she can remember since I came away the same answer. Its not BTs fault but Openreach ( is this the same openreach that travel around in white vans with BT openreach on them). And we have to wait at least a week before we get an update after every visit the company makes, and normally involes a surveyor to come out and then another week.It is getting to the point of utter frustration with this and is putting more strain on my wife at an extremely stressful time with myself in Afghan. Would you accept such shabby service, I dont think so. I have emailed 3 times and yet to receive a reply apart from the really helpful automated one. 

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Beginner
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Message 4 of 12

Re: Serving in the British Army BT could not care less

Sorry Keith, I am in Afghanistan the ability to make phonecalls is slim and costly. I would rather use that time and money speaking to my family rather than a call centre with the stock answer of "I am sorry, I understand what you going through etc"   

Have you any other suggestions please as I am at my wits end here.

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Message 5 of 12

Re: Serving in the British Army BT could not care less

I cannot see that you have been on this forum before, so how could you have contacted the special BT Care Team?

They are not the normal helpdesk people.

 

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Beginner
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Message 6 of 12

Re: Serving in the British Army BT could not care less

Keith,

my wife has been passed from pillar to post over this matter, like I mentioned the volume of calls she has made to BT about this matter must number easily 70 if not more. When she has asked to speak to someone with more power or status she is told the supervisor is the highest she can speak to. If there is a special Care team why has she not been passed on to this before. I would post of address on here but can not because i dont want that in the public eye. At times when my wife has asked to speak to someone from the UK, so she can explain the situation better she is told no. Like I said all I want is for my family to be connected WHY does it take 10 weeks to get no further than where we are now. The current state of play is the engineer has dug the road up not laid the wires correctly and the engineer who came to connect us a fortnight later has said the road will have be re dug up and wires/cables relaid. To get this far it has taken ten weeks am I going to have to wait another ten weeks if not more. We were lucky enough that somes flats next door to us were having water works done and the water board were digging in the road at the same time, as no doubt you have to apply to the council to close the road.

Why can BT not phone my wife and let her know where we will be put on.   

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Distinguished Sage
Distinguished Sage
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Message 7 of 12

Re: Serving in the British Army BT could not care less

BT do not provide or maintain the external network. This is done by Openreach who work for all service providers. BT do not get any special treatment.

 

The BT Customer Care Team are a very small team of specialists who deal with issues that are escalated via these forums.

 

You are welcome to contact them via the link I gave you.

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Beginner
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Message 8 of 12

Re: Serving in the British Army BT could not care less

Keith

many thanks I wondered how long it would be until someone blamed openreach. This forum is not a waste of time as it has taken only a few hours to be given the "openreach problem not BT " as opposed to weeks on the phone. We know all this, we have told this all the time. Why then is BT still taking money out of my account for a service they cannot provide. No problems tomorrow I am going to be emailing every newspaper in the UK to explain the service that your company gives to people that serve their country.

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Distinguished Sage
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Message 9 of 12

Re: Serving in the British Army BT could not care less

This is a BT domestic customer to customer help forum, any messages posted here do not go to BT.

 

There ar no BT employees on this forum, apart from the forum moderators who are clearly identified.

 

I am just a BT customer trying to help other customers.

 

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Beginner
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Message 10 of 12

Re: Serving in the British Army BT could not care less

Keith

apologies for my rants but for me this is extremely annoying. Over the last 9/10 weeks I have been unable to skype my wife or children, only getting to speak to them on a mobile twice a week. Serving out here being able to skype your family allows you to escape (albeit for 10-20 minutes) from what goes on out here. That is why I have waited 9 weeks before joining this forum hoping that something could be sorted. Just one final question why has this specialist team not contacted my wife before, and what  are the chances of them contacting her now.

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