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?

[Tony123456]

Events move on.  The postman came just now.

Is there nobody competent enough to proof read and check the quality of output from within the BT organisation? 

  "You'll be transferred to a temporary number seven days after the date of this letter."  There is no date on the letter.  There is no date on the envelope.  It is failing to impart critical information.  how difficult is it to be an autofield in to date the letter?  We were doing that on company letters in the early 80's!

"You'll be on this new number for up to seven working days.....These steps must be taken immediately to make sure you can call 999 in the event of an emergency."

"...Immediately...", well why wait 7 days to do it then?

I just spent an hour on the phone to BTBroadband technical at Accrington. 

They cannot tell me what the temporary  number I will have will be.  I have a 94 year old mother who needs to know to be able to ring me!  I am her only geographically near relative able to offer immediate assistance.

They will only know that information after a second letter will be sent!

They cannot tell me when the letter will be sent with the date and number details within it!

They cannot tell me the date when the letter will be sent!

They did look up and the letter I received today was sent on the 11th.  So that took 7 days to get out of BT and be delivered by RM.

They do assure that assure that the fault will be fixed on the 21st, ie in three days time.  Apparently they can be sure of that because that is the date on the computer when it says the fault is to be solved by.  But given this problem has been ongoing since mid May and was entirely fixed at one stage, I do not hold much faith in the masterminds at BT Broadband Technical achieving this.

This is truly an astonishingly badly run  aspect of the business.

And they hide behind outgoing call agents who make ghost calls!

[iniltous]

As you clearly have nothing but contempt for BT as an organisation and its staff , why not migrate to a different provider , there are many to choose from , that way riding yourself once and for all from BT and their inadequacy, I dare say that will be beneficial to both parties.

[imjolly]

Just an observation but do you stamp all your received mail with a received stamp with date or just BT correspondence?

[Tony123456]

I reserve my contempt for both those who take a salary, a whole livelihood, for providing a service they obviously are not willing to provide and those who select and approve them at the end of training, for such roles.

I spent 5 hours today achieving close to nothing.  I have a chat record from attempting to deal with this problem earlier that runs from 8:54 in the morning to 19:16 in the evening. 

I simply react to how I am treated as the person paying the organisation for a satisfactory service.

Your attitude towards a genuine customer expressing fair judgement advertises your personal qualities.

[WSH]

You may be unaware, but this is just a customer-to-customer help forum and we are fellow customers.  The only BT employees on here are the moderators and they do not have access to customer accounts.

I would suggest, under the circumstances, contacting the complaints team mentioned here may be your best bet.

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strateg...

[gg30340]

This is a BT residential customer to customer forum. Your post does not go to BT. The only BT staff are the forum moderators who do not necessarily read all the posts.

None of the forum members can assist you with any of your complaints or moans about the BT Staff or the BT procedures and systems so you are wasting your time and theirs if you were expecting assistance in that regard.

What forum members including those that have already responded in their own free time, can do is give advice and possible help to resolve a problem as regards your Digital Voice telephone/landline.

If you give full details regarding that problem such as when the problem started, exactly what the problem is and what if anything has been tried to resolve the problem,  exclude any complaint regarding BT staff and their systems and I am sure some of the forum users will try and assist despite what you may think of them.

[garybs29]

Bearing in mind a letter would be sent if no email on the account anyway, seems it's the usual all BT's fault anyway