Please can anyone advise how to get a problem escalated?

[GuyBB]

I have had an ongoing issue for more than a month with Hybrid Connect Devices being sent out to me without the ability to connect to the EE 4G Network. I have documented this issue in great detail on a thread on this forum - unfortunately it was marked as Solved saying "Talk to a Broadband Technical Support Guide" but the underlying issue is very real and the Technical Support people just seem to be going round in circles getting nowhere. Actually one person made some headway - he managed to close a stuck-open Order and send a replacement HC which arrived. But that order also is stuck-open and it seems that the EE4G SIM cannot be authorised with the order in that state.

Here is the URL to my thread :-

 https://community.bt.com/t5/BT-Devices/More-Hybrid-Connect-Questions/m-p/2440104

I feel that this issue now needs to be passed to a Senior Manager with the authority to devote whatever resources are required to fix it promptly. So if anyone can suggest how I might proceed I would be most grateful

[Manatarms84 · Accepted solution]

I would contact the technical support team and if you feel the issue is not being sorted properly it is your right to escalate the issue to a manager.  There will be others the manager can speak to should they need to I would imagine.

[GuyBB]

Thank you for that quick response. Actually I've tried asking for escalation to a Manager couple of times but each time the support person has said that it's not necessary because they will fix the issue there and then. With the ongoing Loss of Caller Display issue which had been stuck for weeks that actually did happen almost in real time when I mentioned the magic word "Manager" but not with the Hybrid Connect where it seems that the problem is with the BT IT systems rather than the staff. I think I'll leave it a few more days and then if still stuck I'll have to be more forceful !