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BT phone problems, getting 'incorrect number'

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Let's start with the fact I'm starting a new business.  This is obviously stressful enough without the additional and to be frank, quite definitely unwanted problems that come with dealing with BT!

I am currently renting the property, and the phone number that was previously there has been reserved by the owner ( a very good phone number).  I arranged with the landlord to get the phone number re-connected 15 days before we opened (we've set up pretty quick, so couldn't really be done sooner).

Anyway, he phoned BT and the confirmed that our phone number would be live at 10am on the 1st of August.  Now on the 5th of August I decided to check the number so that I could divert it to my mobile until we actually open.  I dialed the number and got a "Sorry you have dialed an incorrect number" message.

First thing Monday morning I went to talk to the owner who seemed quite confused as he tried the number himself and got the same response about dialing an incorrect number.  A business telephone We decided to physically go to the phone and check it out for ourselves.  Well it worked okay, but it was the wrong bleeding phone number!  This really wasn't a good thing as all our advertising, menus, car vinyl etc. has OUR phone number on it.

He decided to phone BT and get it sorted out.  After two phone calls, they promised to ring back within the hour.  Nothing.  On the Tuesday he rang back again and was assured by the operator at the other end that the phone number has been changed and would be live within 24 hours.

At 2pm on the Wednesday and 24 hours later the phone number still hadn't been sorted out.  At least another three phone calls of being promised a call back - no surprises, we didn't get a call back.  The owner called their complaints department and the person he spoke to can see that the job is on there to be done, but nothing IS being done about it.  Once again, 'its not his department', so he couldn't fix it and told us somebody would ring us back... again!

On Thursday, he got a letter from BT confirming the phone number has been changed, but of course it hadn't.  More phone calls to BT and the operators tell us its a 30 second job, but its not their department so they can't do it.  They can see it all on their monitors and we get another promise of a ring back - then nothing.

Birds on a telephone line Friday, more phone calls and I suggested to the property owner that they refuse to get off the phone until the problem is sorted (has worked for me a few times in the past).  Taking my advice, they get passed onto another department.  The lady here says 'sorry I can't help you, somebody will ring you back'.  This time he digs his heels in and explains that nobody EVER rings back and that this has to be sorted right away.

Apparently the operator he spoke to then physically went to the correct department that should have dealt with our problem.  When she came back she said that the phone number has been sold by BT and no longer belongs to them.  Well, this is impossible because it was reserved by BT themselves and they sent out a letter of confirmation stating the number is theirs, so after a bit more perseverance we are then told that we CAN have the number back, but they can't promise when.

Well, it's now 3 days until we open, and BT have still got our phone number...  What a great start to our new business!  Thanks BT!

By: Siquo


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kiwi

kiwi

Well I have just tried to get some information on busness lines from BT. The guy on the phone rattled off all the services, costs specials that were current etc. Try to get them to put it into an email so you can fully breakdown and compare the other market providers sorry we cant do that. I can't put a quote in writing. In todays market I have never been able to get a quote from a company. Customer service is everything spoke with one of there competitors 5 mins later a quote and 40% cheaper and no 5 year contract. BT have you forgotten what service is...
02/09/10 kiwi
-2
BH

BH

We are also a new business who have had nothing but problems and communication issues with BT from the start (funny considering they pride themselves on being communication providers). THe service we have received has been unorganised, random engineers turning up at wrong addresses, at wrong times, promised of keeping exisiting business telephone numbers not being met, being promised that call forwarding would be complimentary, then be charged for the service, not to mention the random invoices for random amounts that keep arriving on an almost weekly basis. no one returns our calls, when we DO finally speak to someone their english is so bad that we are still left baffled by the end of the conversation, threats of having our service halted etc. They also host our websites - since set up we have again had nothign but problems, random bills, days of no service because of internal domain faults (??) etc. As a new business we have had to sign a 3 year contract with these ineffificent providers...........Cannot tell you how stressed out we have been with BT for the last 3 months. Customer service 0/10, organisation 0/10, provision of service required 4/10. Stress caused 10/10 , disappointment 10/10, wishing we could move providers 10/10
23/08/10 BH
-13
palmbid

palmbid

BT you suck ill go with some one better for my website hosting and e-malils .ill stop you fees today with my bank .
19/11/09 palmbid
18
palmbid

palmbid

not happy with BT . I have a website hosting with you and I cant get into it now . you wont let me in why
19/11/09 palmbid
5
Max

Max

great post =) ... and if you ever need any help with marketing a new business, there's a guy called the "BizChamp" who's got some free info on his site www.BizCha.mp -- check it out, it helped me heaps with my new start-up!
12/05/09 Max
-10
Its all in the mirror Siquo yo

Its all in the mirror Siquo yo

They cant always re-connect your line and provide you with the same number as the numbers belong to them and they need to be re-used by other customers when you end your service. I dont think numbers are reserved when you stop your service and are not paying for it, so how can you expect to retain your old number Siquo ?
20/04/09 Its all in the mirror Siquo yo
14
Gandalf

Gandalf

Because of the ineptitude of BT I have changed to Post Office. Bill is reduced by 50%. Glad to see the back of British Trouble.
13/03/09 Gandalf
12
Kate

Kate

Sir, We moved house in 2006, and this morning I have a very irate chap on my land line saying he was fed up with receiving calls for us from our previous number (which was not at the house in which we lived). He says he gets more calls for us than for his own family. Firstly how did he get our new telephone number so that he could abuse me on the phone, and how is it possible that you gave our old number away so quickly. When we gave up our old number I was told it would be out of circulation for quite sometime - apparently not. Prehaps you could email me your thoughts. This was the only place I have found where I am able to communicate with you.
13/03/09 Kate
5
Red

Red

Had Broadband and Phone with BT for a while - changed from normal internet to Broadband and paid new fees. A year later, I suddenly realised that THREE payments were going out of my account every 1/4, when I rang BT and told them this, they kept telling me that I had Broadband and Phone with them - I explained 'yes, but that's 2 accounts, not 3 and just last week, 3 payments when out of my account' Well, would they believe me, would they heck - I kept telling them my 3 references off my banking details and they kept replying 'yes, that's for phone, that's for dial-up internet and that's for Broadband' - hello, why would I need dial-up internet and Broadband??????? Used to work at BT, so know all the tricks of the trade, about getting you off the phone, so mentioned this to them and surprise surprise, they put me thro me someone who could sort the problem out. This person finally corrected it and told me they would work out what I'd overpaid and arrange a cheque for the amount - 10 days later, I get a cheque for £150 cause they'd not cancelled my dial-up when they put me on Broadband.......
19/02/09 Red
-6
Seriously annoyed

Seriously annoyed

How can BT tell me that I don't have a phone line, when broadband is working fine. Until a couple of weeks ago, the phone line was working - now it's number unobtainable. An hour on the phone to BT tonight got me passed from one department to another - none of them could explain how this could be happening - or which department can help. Has anyone out there had similar problems - if so how did you solve it?? I am in rented accommodation - living on the ground floor, other tenants have the upstairs flat. Any help would be greatly appreciated as BT are not being helpful.
30/11/08 Seriously annoyed
-8
Anthony Carter

Anthony Carter

Hi,

Just wanted to post that BT:

1) Lie
2) Say whatever to get you off the phone
3) Are in a sorry state of affairs

I requested some itemized billing from BT on 15 October. Subsequently I found out that they were sent on the 15th. On the 25th I was informed that the case had been closed as it was put in the wrong queue. No mention of this to me of course. A new request was made and confirmation that on the 27th the bills were sent out. Today, 4th November, nothing.

Phoning BT they just repeat, sent out on the 27th...
They are unable to talk to departments on the phone.
They are incapable of customer support.
They don't care about their customers.
04/11/08 Anthony Carter
-6
Frustrated BT user

Frustrated BT user

I am a new business who three months after ordering a system and three weeks after opening do not have the numbers or system we asked for - yet the bills arrive daily from them then when I ring re the phone get told its not a BT line!!!!!!!
28/10/08 Frustrated BT user
3
Nick

Nick

Surely you must be joking with the last comment ! When you buy anything these days they generally give a 12 month guarantee. Why do you think that is ? Because they don't expect it to last much more than that.
09/06/08 Nick
4
Jon

Jon

I have just been speaking to the BT Phone Advice line where I was asking for advice on how to resolve a problem with my cordless BT Quartet 1500 phone. It won't respond when I press the green 'talk' button, so I can't answer incoming calls and I can't get a signal in order to make an outgoing call. BT's response was to ask me how old the phone was, and when I said about 2 to 3 years they said it was time for me to think about getting a new phone! And when I suggested that this seemed like an obvious example of in-built obsolescence, the BT Advice Line operator agreed.

Surely BT is already making enough profits without building and selling phones that will become unusable after just 2 or 3 years? Or, at the very least, we should be told upfront by BT, before we buy, that there is a chance that the product may become useless within a relatively short timescale.
Regards
09/06/08 Jon
2
Beverley

Beverley

BT is a joke and should be closed and sold.... British HA!!! can never understand any one there. When I wanted connecting was connected to an english speaking person which was great. Then changed my calls from tiscali to BT, WHAT A MISTAKE!!!! was paying 19 a month for this which was line rental and free evening/weekend calls. I am on disability so this was ok. 3 months down the line I get my online bill to find that I have been charged £130 1 off charge for mobile calls which I never asked for. Rang and complained to india and 30 mins I was told this will be removed in 48 hours. 1 week later I rang then because on my online billing it was still there, they said it was removed and my account recalculated to £40 per month!!!! I went mad and demanded to speak to a supervisor, they wouldnt let me. So a very nast letter is going to BT regarding this. How can they charge £40 per month when my bill is £18.80 with vat for line rental and evening/weekend calls. I know you will say how about calls made in the day well over the quarter it came to £038p. Waiting for reply from BT but by the sounds of it I shouldnt hold my breath.
27/05/08 Beverley
-25

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