Told we have a Telecare marker on account

[Michael_D]

Thanks for the update @JohnD416.

I'm glad to hear it is progressing for you, but I am sorry that you've had so much trouble getting it removed.

Take care and have a great day.

Michael

[JohnD416]

@Michael_D  As the BT Support contact noted yesterday, " BT : Previously we did not had this as process to be in line with regulatory body a new process for from as come in where we fill in the form so that there is no
tele care issue when customers migrate from BT to EE or other telecoms this is also new to us this is why the agents and most of them are due to get its training, I have completed the form from my end and in 72 hours it will be
rmeoved", it would be useful to update the customer support provision to react to "BT to EE migration" or "Telecare marker" problems. 

Even creating a special direct contact for EE agents to call when this problem occurs would be useful and demonstrate superior customer service.  This is an exceptional issue and requires a hotline within BT and EE to speed resolution before customers change their mind.

We started our  BT to EE migration on 12 November and we won't be able to progress it until Monday, 2 December.  This delay was not of our making as our line was a number recycled by BT with a historical marker.

My suggestions haave been registered by BT Customer Support as a complaint; "We're looking into your complaint, and we'll get back to you as soon as we can. Your reference number is VOL013-905145742895."

Regards,

John

[Michael_D]

I can totally understand your frustration @JohnD416. The complaints team will be able to take this on-board as part of their investigations.

Please keep us posted with how it goes when you have heard from them.

Michael

[JohnD416]

@Michael_D @Leanne_T  My frustration grows.  This afternoon - well after the 72 hour action window - my EE Agent was unsuccessful du to the presence of the erroneous and persistent Telecare marker on our account: 

Persistent Telecare Marker

We started our request on 12/13 November and it is not December.  The amount of time I have lost and the amount of time BT andEE resources have spent supporting our application is not cost effective.

☹️ 👎

[JohnD416]

Another 90 minutes wasted on the Online Message Chat service without a result. 😞

Must I complain to head office to get anything done? Erroneous Telecare markers must be able to be corrected. A yes/on flag update to no/off update on an Account Administrator's screen or an empowered IT Support request to run corrective SQL on the account. It isn't rocket science.

[JohnD416]

@Michael_D  @Leanne_T   Finding the elusive BT team to resolve the erroneous Telecare marker on our account is near impossible due to the exceptional situation and the unclear understanding of it.

Our BT Account has been with us for over 40 years.  Our current landline is 6 or 7 years old and was allocated to us whenwe moved from London to Cornwall.  We assume that we inherited a landline number that was recycled from a previous customer who might have had a Telecare device and the settings were not flushed prior to allocating it to us.  We have never had such a device or requested such a setting on our account.

The BT Help phone or web offer standard "buckets" to direct queries.  I have tried them all without success; accounts and billing, manage accounts, broadband, landline, fix a problem,etc.  I have been referred to other teams within queries and no one seems to be able to direct me to someone knowledgeable and empwered to remove this incorrect  Telecare marker.

Is the Telecare marker set by accounts via a Customer Accounts administrator?  Or, is it a Broadband or Landline setting?  It doesn't appear to be a Mobile issue as our EE Sims and connections are working fine.

Our BT landline and broadband are working fine as well as the EE Mobile service.

I thought that last Thursday's contact who submitted a Form to remove the Telecare marker within 72 hours was the resolution, but it appears not.

I cannot continue to lose chunks of my day explaining and re-explaining this issue to BT staff.  I cannot continue to waste EE Agents time during this busy retail season. 

Resolution to reset this flag should not require a fraction of the effort BT staff are exerting - and not succeeding - attempting to help me.   

It isn't a major "rocket science" problem.  It is either a setting on a BT system that an authorised administrator can login to our account and amend or, if that system is not longer available, a data (SQL) update run in production.  There must be an IT person or business user who can identify the system or the target file connected to the Telecare marker.

Given the elapsed time of this issue, I should have a direct contact to this issue owner.

I need to find someone in BT who will take ownership of this issue without having to resort to escalating to the BT CEO.  I shouldn't have to do this but it usually works.

[JohnD416]

@Michael_D @Leanne_T  My wife and I went to EE last Thursday and BT have yet to clear the errant Telecare marker from our landline.  This is delaying our switch to Digital and migration of our Broadband from BT to EE.  This is a BT objective, but no one in BT seems to know how to remove the marker or take ownership of the problem. 

It is now approaching a month since we started this process.  BT helplines seem to go in circles.  😞

[JohnD416]

@Michael_D @Leanne_T  

Could it be OpenReach?  I've assumed this Telecare marker is a logical setting and not a physical switch.  Does anybody know?

[JohnD416]

Write to the CEO. Where there's the will, there is a way!

[JohnD416]

Which team? I've spent hours with many teams without success. Landline support say it is Customer Accounts who say it is Landline. I've tried Broadband as well as it is delaying my broadband migration.

Someone submitted a form to remove the marker on 28 November with a 72 hour action window. Nothing happened.

😞