I had queires about setting up texting on a BT Landline using a BT phone. The online phone manual didn't give me enough info to setup texting and linked me to a terms and conditions page which didn't help with determining the cost. So wanted to know how to set it up, and how much it was going to cost, and if it was included in my package. After spending about 15 minutes on the website I could notfind the answers to any of these questions. so I then spoke to a lovely lady on the help line who gave me all the info I needed.
When the call ended I asked the lady why the information about setup was not on the website, and she told me it all was and that if I'd searched for "BT Text" I would have found it.
So I couldnt see a search facility within the BT website... perhaps I'm stupid, but a google search did indeed bring up the https://www.bt.com/help/landline/set-up-and-use-bt-text page. However there is no link to this page from the https://www.bt.com/help/landline page which is one higher in the hierarchy, which is why I couldnt find it.
So I would have loved to be able to send a quick email to the website team to advise them to add in a link, but there is no facility for this so I am here.
So:
1. Why dont bt have a feedback mechanism on every page so anyone can simply report problems - anonymously if needs be? (I know some pages have a "was this clear - yes No" feedback - but that's normally useless because it limits you to a narrow set of reasons)
2. Why doesn't the site have a search facility?
3. Why isn't it easy to see the costs of everything - looking at my landline product information, texting is not mentioned and indeed no costs are mentioned here? I'll only find out how much a text costs when i send one.
OK... What would have taken about 5 minutes if the link was on the correct page, has now wasted me an hour - and a helpdesk lady 5 minutes.
