British Telecom Customer Service Issues

On August 14th, we reported a lack of internet access to BT and received complaint reference IMP-[redacted]88. After speaking with an assistant, we were informed that the fault possibly lay with the connection and an Open Reach engineer was sent. The engineer, on August 16th, verified that the connection was fine and suspected an IP issue. Despite our IT specialists at Indigo confirming the IP issue, the BT assistant insisted the fault lay with our router. Indigo had to physically check the router and even provided a new one, but the problem persisted. Upon escalation, an engineer promptly identified and fixed the issue with BT, acknowledging their fault. The prolonged productivity loss over three days and the need for Indigo's assistance incurred costs and frustration due to the initial misdiagnosis. Swift action by passing the complaint directly to the engineer could have resolved the issue much sooner. Clarifying technical problems promptly and accepting responsibility can prevent such extended downtimes.

I would like to chat with someone from the Value Team about my disposable Yahoo email addresses. Over the weekend, an ops person provided me with phone numbers, but I cannot call them from Kansas, USA. You can reach me at [redacted] in Olathe, Kansas. Please provide me a link to chat with someone without needing to agree to numerous cookies or contact me at the email address below. Thank you, Brad S.

I am experiencing difficulty accessing my bt email account. The bt email in question is [redacted] I have been using this email since [redacted] when I lived in Cornwall Gardens, London, SW17 4AA. My email is vital to me, and I rely on it for all my official correspondence. Yesterday afternoon, after 5.00 pm Mauritius time, I noticed that my [redacted] email account, which I access through Yahoo Mail, suddenly disappeared from my computer screen. I am reaching out for assistance to recover access to my bt email account as soon as possible. If possible, kindly respond to me via my friend's email address, which is [redacted] Restoring access to my bt email account is crucial as it contains essential business contacts and important projects. Thank you in advance for your help and support.

Yesterday, my email address was hacked and started sending spam emails to my contacts. I was notified by B.T via text and they temporarily suspended my account on 11/3/21 at 12:30 PM. The unblocking process began at 4:25 PM where I successfully reset the password. However, today I am unable to both receive and send emails on my desktop computer. Could you please investigate and restore my email service? Many thanks, Anne Stock.

I reside at 3 Churchill Park in Jeffreyston, SA68 0SD. I have a BT cable connected to the Sky service, which is functioning properly. The cable runs from a telegraph pole in the lane behind my property, crossing over my neighbor's garden where it hangs between 5 and 7 feet above the ground. Despite no issues with the service, my neighbor has complained about the cable's path and even caused damage while constructing a fence between our properties. The fence installation has shifted my BT cable, putting it under strain. It is crucial for a representative from your company to address this promptly, re-routing the cable to prevent possible damage.

For the past two weeks, our landline and Internet have been out due to an overhead cable being knocked down by a tractor. BT took two weeks to fix it and there was minimal communication about the situation. Four households were affected, including an elderly couple who heavily rely on their phone line. Despite living in a rural area, no adjustment was made to our bill for the service outage, nor was any compensation given for the inconvenience. I am looking for guidance on how to address this issue.

I am experiencing an issue with a BT service through Plus Net regarding port blocks on my line at 8 Kilsyth Avenue in North Shields, Whitley Bay. The Synology Nas Server's web access was blocked back in December [redacted] due to a fiber optic line issue. Even though the internet is back up, I still cannot access the server externally. Plus Net mentioned that they can't assist, as the cabinet is managed by BT. I have checked my router settings multiple times and believe a firewall external to the property could be causing this. Plus Net has not followed up on this matter. During my last call, a person named Hassim suggested contacting BT. Could you verify if there are any port blocks or a cabinet firewall affecting my system? I am currently in the US and prefer email communication due to the time difference, but you can also reach me at +1 [redacted]. Thank you for addressing this issue promptly.

Hello, on October 16th, I contacted BT online regarding my incorrect data usage setting. I received a warning about nearing my [redacted] MB limit, but my settings showed I had only used [redacted] MB. The representative mentioned that the data setting updates monthly, which I find unreliable. This renders the data usage setting useless for guidance, leaving users without any indication. The representative also suggested a better package with more data, but I believe there was miscommunication. This issue has occurred before, and with the inaccurate usage settings, I request your attention to rectify this. I have disabled my mobile setting until the next period, and I look forward to checking the accuracy then. Thank you, Peter Mandell.

I have been receiving numerous emails prompting me to connect my recently installed BT2 hub. However, I want to clarify that the new BT2 hub was successfully connected on October 13, [redacted], during the installation of the super fibre by Openreach. It was later inspected by two different engineers on separate occasions and has remained operational without any interruptions since then. Despite this, I continue to receive these requests to connect the hub, even though it is already in use. It seems like there might be an internal miscommunication issue within BT. Kindly refrain from sending further messages asking me to connect a hub that is already functioning perfectly. Thank you for your attention to this matter. Alan Wrench GB[redacted]8

My elderly uncle, Malcolm Cracknell, aged 94, resides by himself. I tried to reach him since 5:00 PM, but the line seems to be out of order according to your customer service. They mentioned that the issue is known and under repair. Despite being aware of the problem for hours, there hasn't been much progress. He heavily relies on this phone to communicate with his family and utilize the Careline service in case of emergencies. His address is Keepers Cottage, Didlington, Thetford, IP26 5AT, and his contact number is 01[redacted]53. Both his daughter in Methwold and son in Kings Lynn have also requested assistance, but all they were told is that the matter is being addressed by the service provider.

I am nearly 80 years old and struggle with COPD, memory loss, and perception issues. Recently, I closed my Yahoo account due to difficulties using it and was directed to contact BT, which was unfamiliar to me. Unintentionally, I purchased an email address believing it was for billing purposes. Despite expecting a bill with my account number, I received neither the email package nor a bill. Despite multiple costly calls to BT, my attempts to clarify the situation failed. Even though I manage my credit diligently and never opted for autopay, BT allegedly set it up without my consent. Upon losing my credit card, I discovered this unauthorized setup. Now, with a new card, I am locked out of my BT account, unable to modify my payment method or ascertain if I owe any fees for the inaccessible email service. My phone service limitations restrict me from reaching BT, complicating matters further. It's unclear if my account is closed, in arrears, or simply inaccessible after a potential trial period expiration.

I am experiencing difficulty paying my BT bill as I am not clear on the process. I have not received a bill that supposedly includes my account number. I have always promptly paid my bills upon receipt and am struggling to grasp their payment method. I am at a loss on how to proceed and feeling frustrated. Despite waiting for my account number, no bill has arrived. I have spent hours on the chat screen trying to figure this out to no avail. The mail I purchased over the phone vanished from my computer shortly after. I would appreciate assistance in resolving this issue without having to make another call. I greatly value the guidance provided by GetHuman in navigating these challenges.

I am still dealing with a BT issue. My phone service recently canceled my international calling, making it impossible for me to call BT for assistance. I am losing track of the steps I have taken, and I am unable to make progress without proper communication. Additionally, I misplaced my credit card, reported it to the card company, and was issued a new account number, which led to issues with my auto-pay setup. It seems like everything is going wrong at once. I am eager to settle my bill with BT, even if my account is canceled. I have always been prompt with my payments. Moving forward, I plan to avoid using cards for purchases and opt for face-to-face transactions.

I received unwanted equipment from BT, followed by a notification of failed direct debit for services I never asked for. A similar situation occurred with EE, leading me to believe my details were used in a scam. While I resolved the issue with EE, I'm struggling to contact BT despite explaining the situation to an Openreach engineer during a visit for a new line installation (we're currently with TalkTalk). I returned the equipment as requested but now face a payment demand from BT, indicating they still think the service is active. How do I proceed to resolve this matter?

Reference Letter: [redacted] I am having trouble accessing my online Bills account, ST[redacted]1, at tel [redacted]0. I don't have a BT ID as the email [[redacted]] is no longer valid, making it impossible for me to receive the activation code. I can't update my email without a BT ID, leading to this cycle. Is there any way to resolve this without a lengthy phone call? Best regards, John Chisnall. P.S My wife, Ane Chisnall, handles all bill payments and emails. I prefer not to be involved and authorize her to manage these tasks.

For the past three weeks, my house phone has not been working. Despite contacting customer service, all I have received is automated responses from a bot. As a pensioner with various chronic health conditions, I rely on my landline for important calls from doctors and health providers. The ongoing issue has caused my anxiety to escalate, especially as I am waiting for surgery. I urgently need to speak to a real person to resolve this matter promptly without incurring additional charges on my mobile phone. My landline is essential for receiving important calls regarding my health, including updates about my upcoming surgery. Your prompt assistance in restoring my house phone service would be greatly appreciated.

Subject: Issues with Terminating BT Services Hello BT Team, I am experiencing difficulties logging into an account that I did not create. This delayed my awareness of the increased charges. Despite contacting BT three times to request the advertised rate, my requests were denied. I officially canceled the services on July 23rd. Following no confirmation, I reached out again approximately 17 days ago. An agent assured me of the cancellation and arranged for the BT Hub return, which I promptly did upon its receipt on September 12th. I have refrained from using BT services since July 23rd. If there is a one-month cancellation fee, I request a physical copy of the charge be sent to me via post. I never registered for an online account with BT, as my email and previous phone number are not recognized. Receiving a secondary return package and a termination threat, contrary to my prior cancellation, was concerning. I trust the Hub was received by September 15th. Your internal communication processes within BT need improvement. Thank you, Robyn Moore