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Message 11 of 18

Re: Escalate to BT executive management to get my phone reconnected?

@terrypin 

Questions are being asked because your previous posts are unclear & apparently contradictory, so simply repeating them without explanation is pointless. Probably best you just reply to the Mods & wait for them to get back to you.

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Message 12 of 18

Re: Escalate to BT executive management to get my phone reconnected?

Hi David,

I sent all the requested details some time ago. I can’t see any Sent Messages  in the Private Messages section  to give me reassurance that it was successfully sent. Is there one?

EDIT: Found it!

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Message 13 of 18

Re: Escalate to BT 4executive management to get my phone reconnected?

Not sure what’s unclear or contradictory? Complicated, perhaps. Happy to clarify anything you want?


But I do agree it’s best to communicate now exclusively with the mod David.

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Message 14 of 18

Another String : Escalate to BT 4executive management to get my phone reconnected?

HI terrypin.

It could be  beneficial to see if an official complaint has been logged against your case.
The Complaints Login (MY ID) lives at URL:-
https://home.bt.com/login/loginform?TARGET=$SM$https%3A%2F%2Fmy.bt.com%2Fs%2Fapps%2Fappscomplaints%2...

Give it a try ?

C-P2x50x0.15x6.gif

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Message 15 of 18

Re: Another String : Escalate to BT 4executive management to get my phone reconnected?

Thanks for the link, but yes, it is a formal complaint now receiving urgent attention following my escalation to the CEO's office.

More generally, I'm personally happy to respond to any other questions on this, as  well as help/feedback for me. But note the exchange yesterday with @rbz5416  in that context.

 

 

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Message 16 of 18

Re: Another String : Escalate to BT 4executive management to get my phone reconnected?

We could get bogged down in a lot of detail but on review, I think it's largely irrelevant to your issue. If you have working broadband but the SH2 still says that DV is not provisioned, then that is all that needs to be addressed. Only the Mods can help with that here. The one thing you could try is a factory reset of the SH2 using the pin hole. There have been previous posts that suggest this might be necessary to pick up DV.

But if you had escalated to executive level before the Mods offered to help, then you will have to wait until that process is exhausted. My understanding from previous posts is that they cannot get involved in a case that is already at the highest level of escalation. Although they might be able to get a status update for you & maybe give a stuck cog a nudge.

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Message 17 of 18

Re: Escalate to BT executive management to get my phone reconnected?

Thanks David. Looks like you didn't see my last message earlier this morning? Here's a paste:

--------------------

David,

Following up on my last message after midnight. I expect you'll be pleased to hear that you can take me off the list seeking help here! My formal complaint now has CEO Office attention.

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Message 18 of 18

Re: Another String : Escalate to BT 4executive management to get my phone reconnected?

But if you had escalated to executive level before the Mods offered to help

They were only minutes apart . I had a prompt response from BT yesterday morning.

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