ROGUE BT OUTGOING CALL AGENT MAKING GHOST CALLS

[Tony123456]

ROGUE BT OUTGOING CALL AGENT MAKING GHOST CALLS

I have an ongoing problem with the digital voice to my landline.  Yesterday I spent a frustrating time contacting 150 and going around in doom loop not speaking to a human but I managed to book a call for 8 this morning.  At that time I was sat waiting with phone in hand.  At just after 8 am an agent called and I went to swipe answer.  The caller rang off before the answer.  Ring time must have been less than two seconds. I WAITED FOR ABOUT 10 MINUTES, NOT FURTHER CALL WAS MADE.

I then rang the number back. In response a recorded message stated that it thanked me for ringing and that their agent had tried to call me but I had not answered my phone. If the agent still needed to get in touch with me he would call me back.

This is classic “ghost calling” from a badly run rogue call centre where the manager and his/her staff are out of control.  By initiating the dial and disconnecting after a fraction of a second, the agent’s automated outbound dialler logs that an attempt was made. The system automatically triggers the "customer did not answer" status, sends the person with the unresolved problem that infuriating automated message, and closes the ticket or marks the task as complete on their end. The agent successfully avoids a lengthier troubleshooting call while falsely inflating their "completed callback" rate.

I then called BT and asked for formal complaint to be logged.  It is C10003660308.  I have now received a test “Hello, BT here.  Your complaint is now closed. Ref:C10003660308.  Thanks for you patience.  Visit bt.com/complaintscode to see our process.  Thanks.”  My complaint remains unresolved in any way or form.  I still have no end in sight to the digital voice problem which has been rumbling on since May when Open Reach converted my landline to fibre and I lost my landline and no one has got in touch with me in respect of the badly run outgoing call centre and how its management will be turned around. 

I have gone online and asked how I might check the progress of my complaint.  I am advised at https://www.bt.com/help/contact-bt/complaints/get-updates-on-an-existing-complaint 

1)That I can clog into my BT to get updates.  I did there is no menu option for getting any updates or even logging a complaint so that collapsed.

2) Call us – 150 the same doom loop as yesterday.  I did try but once again got nowhere and never spoke to anyone.

 I am 90 minutes into this today after spending nearly 2 hours yesterday.  How do I progress this?

Tony 

[imjolly]

maybe if you explained what problems you are having with your DV then maybe forum members could help or point you in direction for help

[Tony123456]

The DV problem is down to BT as it has been unchanged since 6th Aug when they wrote a text message "We need to advise that after completing some checks on your Digital Voice Telephone  Service we have noticed (along with myself!!!) that it may not be (it definitely is not) working correctly and you man not be able to make and receive some calls from other networks.  We are currently working on this and will contact you in the next few days to discuss this further.  In the meantime if you need to contact the emergency services you will need to use a mobile or alternative phone service. Thanks."  

Yesterday, with the problem persisting,  I wasted an hour with the Bot repeatedly testing the line and finding no fault.  It asked me to verify me and sent a code for authentication to my land line, which of course never got through.  But somehow I ended up on the page where I could book a call, which I did.

My problems are:

1)That no human discusses the matter with me to advise progress;

2)When I have booked a call the agent simply uses the matter to game his performance metrics;

3)When I make a formal complaint about it all, it is closed within minutes.

How does one get behind this façade of fake responses to get these substantive matters dealt with?