DEBADITYA CHATTERJEE: Hello I’m DEBADITYA CHATTERJEE, thank you for chatting with BT. I’m reading your enquiry, please give me a few moments I’ll be back soon.
I may need to ask you for some further details, if you would like to use this time to grab the BT account number, the account holders full name, address and postcode that would be really helpful.
Ray: i'm contacting on behalf of the account holder, -removed-
Ray: -removed-
Ray: -removed-
DEBADITYA CHATTERJEE: Ray i can understand that a constant broadband fault is really a problem do not worry I will check and get back to you
Ray: okay
DEBADITYA CHATTERJEE: As the order is open hence connecting you to the order team
DEBADITYA CHATTERJEE has disconnected.
Manisha: Hello I’m Manisha, thank you for chatting with BT. I’m reading your enquiry, please give me a few moments I’ll be back soon.
I may need to ask you for some further details, if you would like to use this time to grab the BT account number, the account holders full name, address and postcode that would be really helpful.
Manisha: Hi Ray.
Ray: yup
Ray: i'm contacting on behalf of the account holder, -removed-
Ray: -removed-
Ray: -removed-
Manisha: Thanks for sharing the details.
Manisha: Please allow me few moments as I am reading your concern and will help you to sort this for you.
Manisha: Ray as I have seen on your account that the order is complete so I need to connect you to our order management team so that they can sort this for you right away.
Ray: what do you mean?
Manisha: Will that be okay if I call you now?
Ray: the order isn't complete, i'm still having issues
Ray: no i am unable to take calls right now
Manisha: No issues Ray let me connect you to the technical team so that they can sort this out for you over chat.
Manisha has disconnected.
Abhishek Nayyar: Hello I’m Abhishek Nayyar, thank you for chatting with BT. I’m reading your enquiry, please give me a few moments I’ll be back soon.
I may need to ask you for some further details, if you would like to use this time to grab the BT account number, the account holders full name, address and postcode that would be really helpful.
Ray: i'm contacting on behalf of the account holder, -removed-
Ray: -removed-
Ray: -removed-
Abhishek Nayyar has disconnected.
Mansi: Hello I’m Mansi, thank you for chatting with BT. I’m reading your enquiry, please give me a few moments I’ll be back soon.
I may need to ask you for some further details, if you would like to use this time to grab the BT account number, the account holders full name, address and postcode that would be really helpful.
Ray: i've been redirected to like 5 people
Ray: this is ridiculous
Ray: can you please escalate this to someone higher up?
Mansi: Hi Ray I am here to help you, Sure, I'll get this checked for you. I need to go through your account first
Mansi: I am really sorry that your chat has been transferred to different people in different department.
Mansi: Sure, I am raising complaint on your behalf. Let me go through the conversation so that I can identify whats going on.
Mansi: Please bear with me for 3-4 mins.
Mansi: Ray, I can see order is for engineer visit. May I know engineer visit has been done?
Mansi: Are you there?
Ray: yes
Ray: he did visit
Ray: but he reported no issues
Ray: so i'm back to square one
Ray: internet is still disconnecting frequently
Mansi: Are you facing any landline issues?
Ray: no
Mansi: Let me speak to repairs team about it that why they have transferred your chat because I am finding your order is for engineer visit which is booked by fault team.
Mansi: Let me speak to them.
Mansi: Ray, This is the issue which can be resolved by our fault team . Please dont worry I have spoken to the team about this they will handle your case.
Mansi: ******************PLEASE DONT SEND THIS CHAT TO ORDERS IT CAN ONLY BE RESOLVED BY FAUL TEAM*************
Mansi has disconnected.
Mohd Azam: Hello I’m Mohd Azam, thank you for chatting with BT. I’m reading your enquiry, please give me a few moments I’ll be back soon.
I may need to ask you for some further details, if you would like to use this time to grab the BT account number, the account holders full name, address and postcode that would be really helpful.
Ray: i'm contacting on behalf of the account holder, -removed-
Ray: -removed-
Ray: -removed-
Mohd Azam: Hi Ray, I am really sorry that the problem is taking too much time to be resolved, I will put all my efforts to help you.
Ray: if i am redirected to another person i will be informing the account holder to change providers
Ray: what can you do to get this resolved?
Mohd Azam: Let me check, when did you have the engineer visit?
Ray: i cannot remember
Ray: it should be on your systems?
Ray: 26/10/2017?
Mohd Azam: Ray, Please confirm which home hub are you using and what is the light status at the moment in your hub?
Ray: bt home hub 5, blue
Mohd Azam: Okay, are you using the internet on a wired connected device or a wireless device?
Ray: both
Ray: same issues across both
Mohd Azam: Let me run some checks, it may take upto 4-5 minutes.
Mohd Azam: Ray, I have checked all the details of your case from the beginning, and I really apologize that, it is taking so much time for resolve, I have forwarded all the details to the engineer's team and also booked a callback for you for tomorrow.
Mohd Azam: This issue will be escalated now, I am raising the complaint again for you.
Ray: ok
Mohd Azam: Ray, Please close the live chat window, if you do not have any other issue, Your problem will be sorted out as soon as possible.
Ray: er, what?
Ray: so what is being done to get this fixed?
Mohd Azam: I already informed the engineer's team that the fault is still not resolved for you and booked a call back for you for tomorrow.
Mohd Azam: I have forwarded all the details of your case from the beginning to the team, as the issue should have been sorted out till now.
Mohd Azam: So do not worry, Ray this will be sorted out soon.
Mohd Azam: Can you please close the live chat window for now from right hand side the red cross button.