It seems BT are still charging for engaged calls and still giving customers the runaround. I have been charged for making calls to the doctors surgery as per previous posts on this forum. When I make the call it rings twice then goes to engaged tone eventually bt cuts in saying not possible to connect and use call back feature (which you cant).Bt has charged 28p for each of these unconnected calls which are quite a few as you can imagine. Contacted bt twice, first time just said all engaged calls are charged, when asked to speak to manager was told he was not in and she wouldnt ask him to ring. On speaking to the second person he said there is a charge for ALL outgoing calls. After much deliberating he then asked if we had an alarm fitted as this could account for charge - NO. Then asked if it was a special number - NO. He then backtracked to - ALL outgoing calls charged. After a long discussion he eventually agreed to have manager call at a fixed time on Saturday. Will it materialise! I have my doubts. Could someone confirm if this an ongoing problem or have they the right to use a system that charges even when the call is engaged. WHY DO THEY CONSIDER ENGAGED TO BE CONNECTED. I would appreciate some input in the hope of having some leverage IF and when I get speaking to the manager.
You should check with the surgery to see if they are using a BT service that does what you say if the line is engaged. If it does it will mean in effect that your call is answered and then transferred to the "call back" service.
The call back option is the normal one bt uses when a line is engaged. The surgery does not offer a call back service. When I tried the bt service of call back it does not allow it. I generally hung up once I heard the engaged toned before bt cuts in and still charged.
It is just a local number. Can a system be in force where ie the surgery in effect answers your call with an engaged tone?
I have no idea what services are available and how they work but the surgery would be my first port of call particularly if it is only when you call them that it happens.
When I ring my surgery (local number) I get almost the same but the message is superimposed over the engaged tone, I have dialled almost one after the other maybe 10 times or more trying to get through, the only time I have been charged is when I have been connected.