Apologies for the rant, but this my BT experience today.
I was trying to reconnect my landline, as I have been out of the country for several years. All the equipment is still installed, I just need reconnection. The person I spoke to was very helpful, but he had to put me on hold several times and converse with his supervisor. Apparently, the supervisor was not happy with the passwords I supplied to the security questions. I take medications which affect my cognition and memory, so my passwords have to be something I can remember, and to be told that my password is not acceptable, and that I will have to think up another password on the spur of the moment, and then try to remember it, is just not good enough. I have the right to choose the answers to the security questions. The answers were not offensive, therefore BT has no right not to accept my answers.
I have stage 4 cancer and I'm on oral chemo, which affects my cognition and memory.
Furthermore, I was told that BT could not accept my contact number, because I was phoning from a mobile in Dubai. This is the only contact number I have, and to be told that BT can't accept it is simply beyond belief. You're a telephone company, you should be able to phone me anywhere! The person insisted that I had to supply a UK number - which I don't have - so BT could contact the number and inform someone about the connection, otherwise they could not reconnect the phone landline. I very reluctantly gave a friend's number. This is totally unacceptable practice - as this invades not only my privacy but also my friend's. What happened to private and confidential information practice? When I messaged my friend to inform her what I'd had to do, she was upset and concerned that BT might set a sales rep on her - which, of course, would be grounds for further complaint.
The representative did the best he could, but was evidently hampered by his supervisor and, as a result, I ran out of international minutes on my phone and was cut off. I had given the telephonist my number, but he did not call me back, as he said BT operatives can only make UK calls. Again, you are a telephone company - why can't you phone me in Dubai? I was sent a 'pre-contract documents' email, but right now, I don't know whether anything has gone through, or whether I have to start the whole process again. I've been a BT customer for over 30 years, but I have to wonder whether BT wants my continued business or not. The company is certainly doing nothing to welcome me back, in fact it seems bent on putting unnecessary obstacles in my way. I need a landline set up at home as soon as I arrive so that I can make calls to my doctor and hospital, and at this moment, I have no idea whether that has been done or not.
There are other people with more profound disabilities than me, and if this is an example of how BT treats disabled people, the company seriously needs to address its policies.
