Told we have a Telecare marker on account

[Traceycrosb]

Thank you 😊 

[ANNE75]

We're in this situation too and have been trying since August to get this removed.  Fell like we're being held hostage.  Can't even look at EE products and we thought they were singing from the same hymn sheet.

Now pursuing via CAB who have given details of this forum, then it will be complaints to BT and if they don't sort it out, then Ombudsman and if not resolved then it will be Social Media and the BBC.  Shouldn't have to do this our age.  It's a complete disgrace.

[ANNE75]

We have the same problem and even spoke with some Openreach guys and they said they had never even heard of this marker.  So who knows.  Going down the Complaints route now.

[ANNE75]

Thank you so much for posting this. After all the same problems we will persist as you say going down the Complaints route and further if required.

[imjolly]

Try sending email to consumer resolutions team who should be able to help

https://www.bt.com/content/dam/bt/help/complaints/Complaints_Code_of_Practice.pdf

[JohnD416]

Anne75,  You have been very patient waiting since August!  Raising and Executive Complaint gets a BT Agent (person) assigned and empowered to act swiftly.  They have service levels to resolve Executive Complaints and can't let it drift.  

It shouldn't be up to you - a customer - to talk to many BT and OpenReach personel to resolve your issue.  Let BT do it, it is in their interest.

The assigned Executive Complaint BT Agent will know who to talk to and will own the compaint until resolution.  Refer to my posts.

It is a great shame that they didn't heed my advice to research all their lines with telecare markers so they could prevent other customers from having the same issue and delay that others have experienced.

Good Luck!

John 

[JohnD416]

[imjolly]

@ANNE75 

Use the link I posted and email consumer resolutions team that will go executive level complaints referred to by @JohnD416  and get you a reply and some action to sort out your problem

[Colin_London]

Why is this marker appearing on people’s accounts in the first place. My parents have recently been told that they had telecare on their account (they don’t have telecare and never have). This caused BT to send someone out to help them with a change to Digital Voice when there really was no need.

i now suspect that this is going to be an issue for them when they want to sign up to FTTP (which is presently being rolled out in their village).

All these people finding they suddenly have a telecare marker - can it really be a coincidence?

[JohnD416]

@Colin_London  I'm not a BT person, just a long term customer so I can't give an absolute answer to your query regarding why the Telecare marker is on your parents account. 

When my wife and  I moved to our current home, we were assigned a new - reallocted from a pool of unused line numbers - line number which must have been previously had a telecare marker on it.  Previous owners of that line must have used Telrcare services.  When the line usage stopped, my suspicion is that it wasn't reset to clear settings like the Telecare marker.

We used our reallocated line for 8 years before it became an issue.  It did not hinder our takeup of FTTP broadband which has been FANTASTIC!  

The Telecare marker only delayed our switch to EE which was frustrating.

Don't try and be a detective yourself as it will be frustrating and take up a lot of your time.  Follow the links in this Subject posts and raise an Executive Complaint.  You'll get an empowered BT Agent to own the query and progress prompt resolution.

As frustrating as it is, BT always put it right when you find the right contact.

Good Luck!

@JohnD416