Double data entitlement NOT allocated to mobile phone.

[jjbronze]

Hello, just to ask whether anyone has resolved the problem of their double data entitlement not being allocated to their mobile phone?

I have phoned BT many times about this problem over the last 8 months, and it is still NOT resolved.

The usual BT response is that this is a problem for the " back office " to deal with, though no one at BT seems to be able to speak with them!

Thank you.

[Michael_D]

Hi @jjbronze 

Welcome to the community.

I am sorry to hear that you have had to chase this so many times. 

Our customer service guides are the right people to speak to about chasing this up, and they should be able to see the notes on your account to see what is happening.

If you are not happy with the way it is being handled, you can request that they open a complaint on the account until it is resolved for you.

Michael

[jjbronze]

Thank you for your advice. John.

[jjbronze]

Thank you for your reply. I have tried all the possible methods over the last 8 - 9 months, including speaking with managers and supervisors. 

They say that this is the responsibility of the 'back office', though they also say that it is very difficult for BT staff themselves to speak with the 'back office', which seems quite strange!

[Christopher_G]

Thanks for the update, @jjbronze 

Oftentimes, the back office teams are contacted through 'cases' and web forms that are raised with them, rather than calling through to them.

There should be a case raised with them that they're looking into. When you spoke with the managers/supervisors, did they open a complaint on your account? If they did, it should be managed until it's been fully looked into.

Chris

[jjbronze]

Thank you.

[zulu17]

@jjbronze  8 months does not seem a reasonable time frame . I recommend that you ask under the complaints code for the issue to be escalated. The company really does need to get better at managing its front and back office communication so that the customer is not having to do all the chasing. 

[jjbronze]

Thank you, and yes, I agree. John.

[jjbronze]

Unfortunately, nothing has worked so far, and I have tried all available methods. I also notice from others on this forum that it is a known issue.

BT staff have always been polite and tried their best, though they are powerless to help. 

The elusive and apparently uncontactable ( even by BT staff ) 'back office' appears to be the appropriate department. Perhaps best described as the BT paradox, the 'back office' would address the problem, except for the fact that no one is able to speak with the back office!

As a last resort and only because I have spent many hours speaking with BT staff for many months, I have reluctantly forwarded the issue to the Communications Ombudsman. 

[Christopher_G]

Hi @jjbronze 

I've sent you a private message to get some information from you. Could you take a look at your community inbox and get back to me please?

Thanks
Chris