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david7
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Message 1 of 8

How to get customer services to respond to email

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Hi

After repeated, long, phone calls failed to fix what I thought would be a minor account problem I moved to email.  I have sent emails on the 23rd September, 14th October, and 21st October to customer_cares@mailgb.custhelp.com and received no response at all.

Can someone suggest how to get customer services to respond to email  or advise an alternative please?

thanks, david

 

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Message 2 of 8

Re: How to get customer services to respond to email

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Hi @david7,

Welcome to the Community and thanks for your post!

I'm sorry that you've had cause to complain and I appreciate the time you have spent on the phone trying to sort this out.

I'm going to be completely honest, that doesn't look like a contact email we use and that's the reason why you haven't received a reply.

Can you post back and let me know exactly what your complaint relates to?  I can move your post to the most appropriate board on the Community at that stage where you'll get the best advice.

Cheers,

Robbie

Community ModeratorRobbieMac
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david7
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Message 3 of 8

Re: How to get customer services to respond to email

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Thanks for your reply @RobbieMac

I had used that email as I had previously corresponded with it in July but perhaps it is now redundant.

My issue is that I am listed as an account manager and not account holder (which has the wrong email recorded). This means that I cannot access any of the extras for the account, including that I cannot set up a BT email address. This is a bit of a pain as I cannot not link my work outlook email accounts using IMAP as I don't have an BT account email.

This is the message I get when trying to set up the email

 

email_error2.png

Previously after a phone call the  customer service agent sent a link to follow to change the account details: in the account tab of my BT, where I am listed as the account manager , and <an incorrect email> as the account holder, I should select “I should be the account holder “ , however, I get this error

“Sorry, only the Primary BT ID for this account can access this BT Extra. Another BT ID which belongs to another user is the Primary BT ID for this account.
If you would like to make this BT ID your Primary BT ID, please call us on 0800 111 456. “

So no progress.

cheers, david

 

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Message 4 of 8

Re: How to get customer services to respond to email

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Hi @david7,

Thanks for posting back!  I have moved your thread to the "bills & packages" section where it is more appropriate.

Sorry that you're having problems claiming account holder status against your BTID and I appreciate the time you have taken on the phone trying to sort this out.  It sounds like you've been going round in circles to be perfectly honest.

As you are getting the error message on our website trying to sort this out send us over your details and we will give you a hand with this from here.  Click on my username here >> RobbieMac << and you'll see our contact link underneath my profile picture.

Cheers,

Robbie

Community ModeratorRobbieMac
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david7
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Message 5 of 8

Re: How to get customer services to respond to email

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Thanks for your help  @RobbieMac ; I have sent my details.

david

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Message 6 of 8

Re: How to get customer services to respond to email

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Thanks @david7 we'll be in touch once you've reached the top of our queue. 

Community ModeratorNeilO
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david7
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Message 7 of 8

Re: How to get customer services to respond to email

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thanks @RobbieMac and @NeilO ; all fixed

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Message 8 of 8

Re: How to get customer services to respond to email

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@david7 Brilliant, I'm glad its all fixed now  Smiley Happy

Community ModeratorNeilO
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