Impossible to Contact Customer Service

[eyongebai]

I’ve been traveling for the last two weeks and can’t believe that there is no Internet based way of contacting BT to discuss an urgent matter in relation to potentially canceling my agreement. I am forced to ring customer service on an international call with wait times in excess of 45 minutes which essentially is costing me hundreds of pounds to hang on listening to music in a queue for a potential customer that could be canceling their contract and I would assume BT would be keen to try and keep. Other telecom companies provide text message chat functions WhatsApp messaging or even email way of communicating with customer service not BT. I’m expected to hang on a phone On an international call and waste money

can someone please share with me a option to connect with customer service with without burning money on international calls for an urgent matter.

I have resorted to this medium as I find no other way I’ve been able to communicate with BT without having to spend excessive time on hold

[allanraymond]

BT does have Chat but sometimes it is difficult to find.

[chrisjp]

Yes, Chat seems to pop up randomly when you go on line and search for "Contact Us". If you fiddle about for long enough when opening various unhelpful webpages,a Chat box will sometimes appear. Once you get through to one of the Chat agents they can be very helpful, but BT seems to want to hide them. Just another example, I'm afraid, of BY not being very customer focussed.

[Leanne_T · Accepted solution]

Hi there @eyongebai 

Thanks for coming to the community. 

Is there a reason you would like to cancel the contract that we could help you with? 

To cancel a contract with us and how to do this, you can find full details on our Leaving BT help page. 

The Contact BT page has ways to get in touch with us to discuss the account.

Speak soon. 

Leanne.