I see many forum posts where the poster thinks that they are messaging BT or sometimes Openreach.
The header states “Welcome to BT’s official support community”, which makes it sound as if it is BT offering support, when it is not.
Perhaps a change of wording and/or a pop-up stating that this is a “Residential customer to customer forum” would alleviate some confusion (and lower some people's blood pressure)?
BT do offer support through this customer to customer forum but it is normally when there is a problem that community members can not resolve and or after other routes with the BT Customer Service/Help Desks have been exhausted.
Hi. I should explain that I was not suggesting that the changes be made for MY benefit, but for others.
I'm aware of the way the forum is managed and supplied and how BT as a group is structured.
I was just suggesting some changes that might lower the amount of people posting on the forum in the mistaken belief that that are speaking directly to BT or Openreach.
For example, recent responses to posts have been: "This is a BT residential customer to customer forum. Your post does not go to BT.", "It has nothing to do with BT. You need to contact Openreach,", "You have posted on a BT customer to customer forum and asked for advice". "This user forum for BT Retail Broadband and phone customers".
If it was made more obvious at the outset that the forum is a "BT customer to customer forum" and not a direct link to BT then you may get fewer erroneous posts and fewer upset posters when told the forum cannot help them.
Just a suggestion, that's all!