Broadband parental controls stuck

[AVIWOO]

Hi anyone else got this problem. Parental controls been stuck on for a fortnight.

BT ‘customer service’ a joke so far. Weekend before last said it was a problem affecting a lot of users. When I called back a few days later, no record of their being a reported issue affecting a group.

funniest moment so far was overseas call centre guys- they said they’d get back to me with an update (not resolution) in 48 / 72 business hours! When pushed they said 24 / 48 business hours!! When asked if they were serious they confirmed they were.  They were confused when I asked them when business hours were and they said 12 hrs per day five days per week!! So 72 business hours is 8 days!  Couldn’t make it up.

next time a client asks me to do something I might ask them to leave it with me for 24 hours, and then when they haven’t heard from me for three days I’ll say, “oh terribly sorry didn’t I tell you- by 24 hours I meant 24 working hours or 3 days”

i would do well not to get sacked after that happening.

They also made a joke(?) about no refund for loss of service because the broadband is working!

Comedy moments at BT.

Then sent a new router which made no difference.

[RobbieMac]

Good morning @AVIWOO and welcome to the BT Community!

I am sorry for the recent problems you're experiencing with Parental Controls.  I appreciate the time you've spent on the phone trying to get this sorted out.  I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

[AVIWOO]

Robbie

thanks for replying and sending a private message saving that someone will get back to me within 48 hours if I share my details.  You forgot to mention in the message whether that was 48 business hours as colleagues overseas deal in, and what your business hours are.

disappointed this morning that no one has called me back this morning as promised in my call last night.  I was assured of a reply before 10am uk time. (And yes today not in 6 days later).

[PaddyB]

Hi @AVIWOO,

I'm sorry you've been experiencing issues with the Parental Controls. The Parental Controls team have made a few changes and they believe this has fixed things. Please could you retest and let me know how you get on.

Thanks,

Paddy

[AVIWOO]

Hi, yes the broadband does now seem to be working properly again, after three weeks.

I hope you’ve told the guys in the overseas call centre, taking account of their strange reaction times.

You could also let the supervisor in the UK call centre that I last spoke to about the problem.  I’m still waiting for the promised call back from him that we agreed he would make to me last Tuesday evening.

Now to get recompense for having a service that wasn’t working properly.  When raising this before operatives have said that as I still had some service there could be no reduction in charges. Frankly ridiculous as I was clearly not receiving what I was paying for.  When speaking to them I likened it to having a phone service but only being able to connect to people in Scotland.

im sure im going to have all sorts of fun getting through to someone who has any recollection of this issue let alone authority to compensate me for the lack of service. ‘I fully understand your frustration John but we have no record of any of this on the system…’

[DavidM]

Hi @AVIWOO and thanks for posting.

I'm really glad to har the issue is sorted. Did you reply to @RobbieMac message previously?

Cheers

David