Told we have a Telecare marker on account

[Traceycrosb]

Yes

[JohnD416]

A complaint seems to be the only way to get resolution.  

Once your compaint gets assigned to Executive Complaints, resolution will be  found.  They take ownership of the problem until resolution is reached.

My experience was that the Telecare Marker required multiple actions as the marker wasn't held on our BT Account Alone.  I think it might have been OpenReach.

The assigned Executive Complaints agent was polite, courteous and diligent.  His explanation is as follows in Bold text:

Info on what had happened...

• You had a Special Services marker on your account which was preventing us from placing an order to migrate you over to New EE.
•  Customers with this marker if applied right tend to be vulnerable customers who cannot be moved away from BT due to restrictions of some products on EE.
•  When an order is placed to remove this flag, it should then update a backend system which would then allow the new order to be placed.
•  This process is currently broken and is being processed manually.
•  It was this manual process that caused the delay in your case.

 I did try and encourage BT to investigate other similar situations, but this was not deemed possible even though, as I explained, it was a waste of BT and BT Customers time; "It shouldn't have been so difficult.  The automated helplines wasted my time as well as BT resources (unnecessary landline and broadband checks as well as Chat resources).  Then there was your time on top of that.  Had I been able to contact a capable person directly or faster, BT resource costs and my time would have been minimised.  Our migration to EE, the BT Consumer roadmap, might have succeeded and our account/installation upgraded."

A moderator stepped in and raised a complaint before I had to write to the CEO.  I'd encourage you to persist and ask for an executive complaint escalation.

I got resolution and a good result after all my effort.

Good luck!

[JohnD416]

A complaint seems to be the only way to get resolution.  

Once your compaint gets assigned to Executive Complaints, resolution will be  found.  They take ownership of the problem until resolution is reached.

My experience was that the Telecare Marker required multiple actions as the marker wasn't held on our BT Account Alone.  I think it might have been OpenReach.

The assigned Executive Complaints agent was polite, courteous and diligent.  His explanation is as follows in Bold text:

Info on what had happened...

• You had a Special Services marker on your account which was preventing us from placing an order to migrate you over to New EE.
•  Customers with this marker if applied right tend to be vulnerable customers who cannot be moved away from BT due to restrictions of some products on EE.
•  When an order is placed to remove this flag, it should then update a backend system which would then allow the new order to be placed.
•  This process is currently broken and is being processed manually.
•  It was this manual process that caused the delay in your case.

 I did try and encourage BT to investigate other similar situations, but this was not deemed possible even though, as I explained, it was a waste of BT and BT Customers time; "It shouldn't have been so difficult.  The automated helplines wasted my time as well as BT resources (unnecessary landline and broadband checks as well as Chat resources).  Then there was your time on top of that.  Had I been able to contact a capable person directly or faster, BT resource costs and my time would have been minimised.  Our migration to EE, the BT Consumer roadmap, might have succeeded and our account/installation upgraded."

A moderator stepped in and raised a complaint before I had to write to the CEO.  I'd encourage you to persist and ask for an executive complaint escalation.

I got resolution and a good result after all my effort.

Good luck!

[Traceycrosb]

Thank you I will hopefully get it sorted its been so frustrating

[JohnD416]

You need to file a Customer Service Complain and have it escalated to the Executive.  Then resolution will happen and the communication "circles" and lack of progress will stop.  The Executive Customer Service agents will know what to do.  Or should know if they reference my complaint.

There are two changes required as the information is held in two systems; BT Account record and OpenReach.  Once cleared your landline can be kept.

I shared my decades of experience in IT Support with BT highlighting how to prevent the "lurking" telecare markers on reused account landliines that haven't been cleared - to prevent repeat impacts to customers - but they have not seemed to take action.

A lot of BT and Customer time is wasted unnecessarily as the problem awareness and prvention is known.

Get your complaint filed and a Community Moderator involved to ensure it goes up the line without delay.

Good luck.

BT get there in the end as my wide and I are happy with the reventual resolution.

John 

[Traceycrosb]

Hi. Yes I am 

[Traceycrosb]

Thank you I have filed a complaint now 

[Traceycrosb]

Yes I was told the same but read someone who had done this and the marker was still on the line,so a waste of time 

[Traceycrosb]

I have  done that,they said they had removed it,but it is  still on when I tried once again to change l to EE

[JohnD416]

The Telecare marker is in two places, different systems.

Prior to my escalation to the Executive Customer Service team, the BT support tried to remove the marker and I had to wait 72 hours for it to take effect.  It failed.

Executive Customer Service Agent managed to get the BT Marker removed, but my EE migration still failed.  Further investigation by the Executive Customer Service Agent highlighted another system that needed update,  I think this was within OpenReach.  Once this was done, the Telecare obsticle was removed.

Escalate and have patience.  

Regards