“BT Helpline” questions

[olivfry]

Hi, I have a few questions regarding the “BT Helpline”, found on 0800 145 6789 and 0800 218 2182. Just wondering if anyone knew the IVR voices behind them, why they use 3CX instead of BT and EE’s system, and if they are even BT. I’m not convinced because the hold music says something other than BT but I can’t make out what it says really, I’d like to know who they are from

Help is greatly appreciated
TIA

Oliver

[Kimberlin]

It’s an interesting question that I don’t have an answer for. However, it’s entirely possible that the BT ‘Helpline’ is actually not BT at all, rather a large call centre that operates on behalf of several different companies that include BT. Unless of course someone who knows better can confirm otherwise.

[iniltous]

What sort of help do you need ? and where did you find those phone numbers , they are not  the main BT customer service numbers , that’s not saying they are not legitimate numbers for BT , but without a link , etc , they may not be genuine BT , and simply be masquerading as BT .

[olivfry]

BT handset helpline found on the bottom of the base of BT phones or in user guides

[Kimberlin]

I just typed both of those numbers into who called me and both have negative reviews.

Similarly, when I typed the number that kept calling me prior to blocking them, it turned out it was associated with BT Retentions from a call centre operating out of Stevenage

[olivfry]

Most likely a spoofed number but the numbers are genuine but I don’t think they’re BT

[Kimberlin]

The numbers might not actually be spoofed. If BT do outsource their helplines to a large call centre looking after several different clients, they’ll just be some faceless drone running through a script before moving onto the next caller.

[iniltous]

So is it the case you have a BT branded phone (or other consumer type equipment) that have customer support numbers on the unit on a factory fitted label , presumably together with the model number , voltage rating , that type of thing, you have called these numbers ( presumably because of an issue with the device) and because the initial AVR doesn’t announce ‘BT’ you are suspicious , but it’s hardly going to be scam if you are calling a number printed on the manufacturers label , or is it just surprise that these ‘what does this button do ‘ questions have been outsourced to another company , TBH ,  it’s hardly a surprise.