Amazingly bad service from call centre today - can...

Just spent 31 minutes on phone to the call centre in India. Must have explained a dozen times to different people that having been sent a brand new mark 3 router on Friday it doesn't work. No power from adaptor I'd suggest. BT's suggestions was to go to local market and buy a new adpator !!! Incorrectly palmed off to a BT vision help desk then back to broadband desk who started list of unplug it, wait for 2 minutes, plug it in... blah blah blah.
Please please if there is a BT moderator out there then send me a replacement router / adaptor. Your broadband is fine, works reliably and quick but your help desk is appaling if ever a customer needs help..
At least the old mark 1 router still works......
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you can contact the mods by completing the form http://bt.custhelp.com/app/contact_email/c/4951
you could try India again as it sounds like you got really bad help last time - they normally just replace the hub
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Bad information from call centre.

Phoned to get BT mobile as the signal at home is bad I asked if I used BT Smart-talk would the calls come from my mobile minutes allowance and was told they did. So I requested the £12 package with 500 minutes and stopped the Anytime calls on my landline number as 500 minutes a month is more than enough for me.
When I came to setup my new phone I found calls using Smart talk were charged to my landline number not taken from my mobile minutes.
Luckily I was able to downgrade to the £5 mobile package for the next month and restore Anytime calls on my landline having wasted£ £7 on this months package
Phoneing over wifi is becoming common where like in our house there is very very poor mobile reception and on Three Mobile the call comes out of your minutes allowance or at the normal call rate where as using Smarttalk you are charged at BT landline to mobile rates.
I hope BT pull their socks up or I'll be thinking of changing next year.

imjolly wrote:
at present the only people doing wifi calling as you describe are EE and only for iphone so may be a while before BT mobile have the facility - unless the other operators follow EE and it does become common place
Just for info. EE also now do WIFI calling on certain other handsets, like Galaxy S5 and S6 and some others. These handsets must have been purchased direct from EE. ie: no good purchasing the phone from C/warehouse or others and joining the EE network because it wont work .
Iphone will work wherever you purchase it from, just needs iOS 8.3
toekneem
http://www.no2nuisancecalls.net
(EASBF)

HT201272 used 2 days for download 1 magazine, it has been bad service from AIS ebook app and Matichon app.(download on high speed internet)

used 2 days for download 1 magazine, it has been bad service from AIS ebook app and Matichon app.(download on high speed internet)

iOS 6 came out a couple of days ago, so Apple's servers have probably been busy as a result of people downloading it

Customer Services India Call Centre Complaint

I have been trying to resolve a problem with my BT Bill. Having been called some months ago and advised by BT that I should take full advantage of unlimited call package, which I did. I was told over the phone that there was nothing more to do as this would take immediate effect. I had explained to my husband what I had done then forgot about it until the bill came in and I discovered that it had not been changed and that I now had an amazing bill. I called the customer service centre and found that when I explained the problem the issue was ignored but I was being told what I already knew, I found this particularly odd and asked if the customer service agent had listened to what I was saying she said she did but then proceeded to repeat what she had said. I asked for a call back and she told me that she would be on duty the next day and that she would arrange for the customer service team to call me. As you guessed this did not happen and so I rang BT during the day and was told about the password protection which did not seem to be an issue the day prior again I was told that they would call back and did not. Then I rang the customer service team again, this time I asked the agent to listen carefully to what I was saying in relation to the complaint this was ignored again and a repeat of the day before. It sounds funny now writing about it but I was being bated by the customer service agent as I could hear clapping in the back ground from the customer service team as the chap attempted to avoid dealing with the complaint. I am appauled and it is humiliating. It should not be allowed . A company the size of BT I don't understand how they get away with this type customer handling. I do not know how to get this matter resolved without contacting them but BT is the least business I would want to contact ever.

welcome to the forum
this is a community forum where customers help customers and the only BT employees are the forum mods.
have you tried the live chat link at the top of this forum board - they may be able to help sort this out. failing that then contact the forum mods http://bt.custhelp.com/app/contact_email/c/4951
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
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Poor Customer Service - BT Call Centres

I have been having problems with my phone line and broadband for over a month now. The Call Centre in India (whilst staffed by very nice people) is completely inadequte. There is no follow through, they do not appear to make notes when there is an ongoing issue (unless of course they are getting me to repeat myself for the fun of it!), conversations get lost in translation, they promise to call back and then don't, and then you have to start fresh with another member of staff. They work to a scripted conversation, any deviation from this and they can't cope.
I am not a complainer, quite the opposite but I have been driven to distraction by the process of contacting a Call Centre in India when you have a technical problem however, when there is a sale to be made you can speak to someone in a Call Centre in the UK. The carving up of BT services has not been done for the benefit of the consumer. The disjointedness has, in my view, led to a complete inability to provide good customer service. As a result, I am considering putting in a formal complaint and sending a copy of a letter to OFCOM or the likes.
Can anyone on the forum help in terms of a name to direct a letter to and whether OFCOM is the appropriate body? I have tried emailing BT Complaints but no response and don't want to send a letter off without someone to contact to follow through. Below is a not so brief timeline of events to date! Many thanks in advance!
w/c 25 June
Started contacting BT as problem arose with quality of my land line (e.g. crackling) and broadband loosing connection.
A number of calls ensued taking me through a scripted conversation and many line tests. Each time I was told I do not have a problem. Eventually insisted (after being patched through to a level 2 supervisor) that an engineer visited my property.
4 July
An appointment was made with an engineer between 8am – 1pm. As no one had showed, I contacted the Call Centre and was informed that an engineer was working on a problem with the main junction box. Engineer arrived at 4pm, did not examine my phone line but said problem is now resolved It was not.
5 July onwards
Many calls to the Call Centre, all operatives assuring me that there is not a problem with a line and they can fix the problem I am having within 24 hours. After many line tests, rebooting, resetting of broadband etc. I eventually persuaded them to send another engineer.
12 July
Young apprentice visited (lovely young man and we wrote a very nice email to his line manager as we were impressed with his attitude).
He did not however resolve the issue, he completely renewed all of my broadband equipment and left.
W/c 16 July
Started phone calls again to Call Centre. They kept running line tests and telling me there is no problem. Had to explain the term intermittent and there was indeed a problem.
Eventually got through to a level 2 Technician who ran a special test that only he could do and he could see that there was indeed a problem but that he could fix it within 24 hours. He could not.
A few more phone calls, and I eventually got them to agree to send out another engineer.
31 July
Wrote a complaint regarding service on BT website. Incident number 120731-003877. No reply received however did get an email about how to improve my broadband speed! I live in a rural area, anything about 1mb would be a miracle.
Early August
Received a phone call from a nice young lady based in London working as part of the BT sales team offering me a discount on my broadband package if I agreed to sign a 12 month contract. She did not know anything about the issues I have been having. In the hope that the conversation was indeed being recorded I explained everything!
No follow up. As a gesture it would have been nice if someone from sales had phoned me back, offered sympathy and perhaps the discounted package with immediate effect (without a contract requirement) seeing as I have effectively had no internet for a month and possibly the lowest connection speed in the country.
9 August
Another engineer arrived with 35 years experience and excellent member of staff. Conducted a full line test and low and behold, problem found with line 83 meters from my property (exact location where we had an issue the previous year and that I had been trying to tell the Call Centre staff about).
On examination, the engineer confirmed it needed replacing. Also that the space between the telegraph poles was 75 meters and should actually only be a maximum of 63 meters hence, tension on line which has caused the problem.
He called for assistance and both he and a colleague were about to replace the line when he was called off the job by his line manager. Something to do with Health and Safety. hmmmm..... he did have a colleague, a Hiab and all specialist equipment. I did wonder whether cost was a factor as we are the last house on the line.
10 August
Further phone calls to Call Centre, told again that they needed to run a line test and that they could get my phone working in 24 hours. Informed them that it was very improbable.
11 August
Level 2 supervisor finally returned my call as promised and confirmed that a new line was needed. She gave me the telephone number of the telephone line faults department to phone to enquire when this would be done.
13 August
Phoned the telephone faults department to ask for a date when the line would be replaced. Level 1 technician wanted to run line test and assured me that he will be able to solve my problem with a few simple steps and that it would be fixed within 24 hours. I informed him that it would be impossible. I asked to speak to a level 2 supervisor. He put me on hold for 10 minutes and then informed me that a level 2 supervisor could not help me. He agreed to book an engineer to come out and repair the fault (he had never done this for any other customer before but as I was a special case he agreed to do so!). I had to provided him with exact details of the fault. I requested that he refer to the report given by the last engineer that visited but no, he wanted the details from me, slowly, so he could type it out.
I have an appointment for Thursday 16 August between 8am and 6pm. Not hopeful.
I requested the number of a telephone complaints department or any member of staff I could speak with in the UK. He could not find a number for me.

Hi,
Your line and exchange is maintained by Openreach and not BT Retail (your communication provider). BT Retail do not get priority over other communication provider as Openreach treat all communication providers/ISP's equally.
If you would like to contact the BT Care Team they will be able to look into your account notes and to help you get it resolved. BT Care Team are a UK Based BT Specialist Team.
Click here to contact BT Care Team
They wil contact you by email or phone within 3 working days. You will be given a automated reference number please make note of this.
cheers
jac_95 | BT.com Help Site | BT Service Status
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Useless call centre - how can I get an intelligent...

My broadband is dropping every couple of days, often for 5 to 10 minutes. Red lights on the modem and the BT Home Hub splash screen on the computer saying it can't connect to the internet.
I phoned the help number and spoke to a call centre presumably in India judging by the accent and odd use of the english language.
He checked the connection at his end and said it was fine. I repeated that it was OK now, but it had dropped an hour earlier, well as every couple of days.
"Now I have to explain something to you sir. Your hub can accumulate blockages. It is like static electricity they can make your light turn red and block your connection." WTF? He asked me to reset the hub to get rid of the static, despite the fact that I'd told him I pull the power on the hub every couple of days in the vain hope it'll speed up the reconnection (it doesn't).
Then he said again that his computer says there is no problem with the network so the fault must be in my house. So I repeat that the problem took place an hour ago, so the connection is fine now. I asked if the dropped connection an hour ago showed on his computer. "No sir. I can see your connection is fine". I asked about dropped connections in recent days, but he said there had been no dropepd connections.
He then started talking about wifi settings and that lots of devices on wifi can cause problems. So I repeated again that the box has a red light and all my devices can see the homehub interface, but we cannot get connected to the internet.
Then he started on about making sure we have the right wifi channel. So I said I wasn't going to talk about wifi anymore, the problem is with the network, and it happened an hour ago, and it happened on other days. "No sir, your connection is fine, I will email you some details about how to improve wifi in your house."
I then said I didn't want to talk about this anymore and I would end the conversation. I put the phone down.
Then my mobile rung "Sir, I have to tell you about your wifi." I reply "No thank you, I don't want to discuss this with you"
Then my moble rang again "Sir, there are some things I can tell you about fixing your wifi." I reply "No thank you, I don't want to discuss this with you"
arrrrggggghhhhhh !
Is there any way of speaking to a person who understands that a red light on the modem and a homehub that says it is dicsonnected from the broadband might actually be a problem with the broadband connection?
Also when I've had the same thing a few years ago I though the helpdesk operator could see how many dropped connections had taken place? The chap tonight was insistent there was no record of dropped connections.
edit to add: I'm on a Hub 5 type A plugged into the master socket. No other sockets in the house.

1. Product name:
BT Home Hub
2. Serial number:
+068343+NQ34940784
3. Firmware version:
Software version 4.7.5.1.83.8.204 (Type A) Last updated 22/01/15
4. Board version:
BT Hub 5A
5. DSL uptime:
0 days, 00:58:41
6. Data rate:
9995 / 39993
7. Maximum data rate:
11929 / 48683
8. Noise margin:
6.6 / 9.5
9. Line attenuation:
25.6 / 20.4
10. Signal attenuation:
25.4 / 20.0
11. Data sent/received:
8.6 MB / 61.5 MB
12. Broadband username:
[email protected]
13. BT Wi-fi:
Yes

BT "customer service" and Call centre processes......

I have been having intermittent drop outs on my wifi network for about 2-3 weeks now. I have a laptop, desktop and two notebooks connected (not all the time). So i took my laptop to a friend to check if it were the PC that was causing the issue, not surprisingly it did not. As the remaining 3 networked PC's also had a common problem, it made sense that a common fault existed. Therefore either the line into the house or the router was at fault. so, I checked the helpful BT step by Step checklist in regards fault finding - all checked out - but then again why wouldn't it as the fault is intermittent.
As we have had no audible issues (checked with neighbours in case the telephone exchange was faulty), I phoned the "helpdesk. Got a nice guy called Abhay, who diligently went though his spiel. After 25 minutes of me trying to explain that the fault was intermittent and that all I wanted was a new reliable router sending out (the current one is 2 years old) we arrived at this conclusion (and confirmed by his supervisor).
1. I would need to be in front of my PC and home router to go through one of his technical colleagues checklists.
2. The fault was recorded on my Call Centre Notes as intermittent and that it may not repeat under test conditions
3. Upon completion of the checklist regardless of the outcome of the troubleshooting, I was to request a replacement router be sent out - a fact also recorded on my call centre notes.
4. It was confirmed that this was the case that the check list would need to be completed but regardless of the outcome a router would be despatched immediately upon conclusion, "as it probably was the router given the fault and age".
I asked then, why it was necessary to call back and waste my time and bt resource ticking a box if the act of ticking the box has not influence on the outcome. All I want is a new router (and a good reliable service) which will be forthcoming after the fruitless box ticking exercise. I asked if he would be able to just send me a router now, he said not. I asked if I could escalate to someone who could authorise a new router, he said not. So I have to phone back and waste more time to get what we all know will be the eventual outcome.
I know there are processes, but why are there not supervisors/managers in BT who can a) think about customer expectations, b) consider the impact on customer’s time and BT resource in regards rigidity, c) think beyond a checklist, d) satisfy the needs of their customers?
I bet that bloke out of "my family" never has this issue - and don't get me started on Infinity....Virgin media is beginning to look more and more appealing (never had a problem with Virgin customer services in the past - holidays, mobile and healthcare - there is a theme about brand evangelists and customer loyalty here. Virgin treat their customers as honoured guests where you (BT) seem to think you have a god given right to provide service and customers are loyally bound to the brand – I have been a BT customer as long as I’ve owned my house (25 years ish), and remained loyal but this is not the way customers should be treated.

These people don't give a hoot. It's not about "developing a customer relationship" or meeting basic expectations.
Customers are treated as problems -- to be palmed off with a line (I have heard multiple stories as to what my oustanding fault is (2 months now and I phone every few days)).
They don't appear to communicate at all with each other -- even if you have phoned up every few days for months they will act as if that is the first time you have phoned. You will be asked the same questions again and again -- what type is your line box I have answered probably a dozen times recently. What is your telephone number when you have already dialled it in. I even went through a month or so last year when they were denying I was a customer. They don't record anything. They are completely disorganised. They go through the motions of a line test again and again to seem to be effectual. The indians are apologetic and you can believe it -- but the British aren't.
I think you've hit it on the head that the culture of the state owned monopoly BT has perpetuated (at least in the UK). They think we owe them a living.

I generated web service from function module.Where can I find .wsdl file ?

Hi,
I generated web service from function module.
Where can I find .wsdl file ?
I want to use .wsdl file in .Net application.
Thanks.

Hii Cemil Bozlagan,
All Remote enabled Function Modules in Web AS 6.20 and Above are available as Webservices and the WSDL documents are available in the web service repository at
[http://<host>:<port>/sap/bc/bsp/sap/webservicebrowser/search.html]
Find the respective BAPI.
Click on the WSDL link in the browser and download the WSDL document and use it as per the requirement
Regards,
Varun

Bleeding backlight, bad service from Apple's service centre

The backlight of my iPod Touch 2G is bleeding, and white lights can be seen from the top and sides of the screen. When I brought it to the Apple service centre, the guy there said that the bleeding screen is "under the specifications" and is normal for this device and it could not be replaced. I am sure that a bleeding backlight is not under the "specifications" and it is an obvious defect that should be replaced, or at least repaired.
What should I do? The bleeding backlight is extremely irritating. Should I go to another apple service centre or live with it?
Thanks.

Nope. Do not live with it. Try another service center if you must. The only thing is that if your warranty has expired on your iPod Touch 2g then you may not be able to get anything done unless you pay.
If you have to pay out of pocket then let it go unless this condition really annoys you.
Bottom line, when unsatisfied with a product then let your concern be known and try to drive results each and every time you can.
Axel F.

Broken Display = No Consumer Protection bad service from AT&T.

So I just got my Iphone 3GS about 45 days ago, noticed the signal ***** and I got tons of dropped calls, MMS being inactive because AT&T *****. (More dropped calls in more places, i'm in washington DC for crying out loud!!). Well speaking of drops, this morning the slippery lil thing slipped outa my hands this morning and fell about 2 feet, granted it has a mophie juicepack which covers every side of the phone except the front, of course that's where it falls, the front, and shatters the display! I was annoyed but I thought (thankfully my renters insurance from allstate had told me back about a year ago they cover this kinds of damage to PDA's and Laptops). So I call Allstate, they tell me NO that the agent that told me that was WRONG. So I panic and call an Apple store they tell me there is nothing they can do and it would cost me 200 bucks to take care of my problem. I WAS ******!
1. No coverage from AT&T because they have no service plans for JUST the Iphone
2. No warranty work from Apple because they don't cover accidental damage even with the applecare extended plan
3. Lying freakin Insurance Company (ALLSTATE)
I'm soooo ****** this phone cost me 400 dollars! I feel like I got 45 days use outa it only to find out i'm been driving uninsured. Where's the consumer protection, PHONES DROP ALL THE TIME!! DON'T THEY EXPECT THIS!?!?!
So today i'm totally fed up with AT&T, Apple you name it. So I will be canceling my contract making AT&T eat the early termination fee. And getting a Palm Pre with Sprint where my signal never dropped nor does it ever drop with my Wife's sprint phone. I'm also canceling my insurance policy with Allstate and getting some other insurance company.

So you dropped your phone and it is Apple or AT&T's fault? I fail to see the logic of that. You mean that the manufacturer should be responsible for how you take care of your products? After you cancel with AT&T who are you going to get a new phone from? EVERY carrier has the same policy. So when you drop your T-Mobile phone and cancel that account, then do the same with Sprint, then Verizon, there will be no carriers left and you will be without any phone.
You should go back to the Allstate agent who told you this and you may be able to make a case.
If you purchased it with a credit card the credit card company may cover the loss; many card issuers do.
AppleCare says in bold type that it doesn't cover accidental damage. Didn't you read the contract you signed?

I have bad service inside my house, how can I get that fixed with Verizon

I can practically see two Cell Towers within 1/2 mile of my house but when I get a phone call or make a call out, the service is fine for 5 seconds and then it really breaks up? I live in the SW with Stucco and Metal Mesh but have owned homes before like this and never had this issue. Neighbors have Verizon and they don't have any issues: I have two computers and WiFi network but so do neighbors, beyond that I don't know. Does Verizon offer a Wifi connect for home use like Sprint/AT&T?

No, they do not, however they do sell a network extender for $250 which you can connect to your broadband ISP which would act as a Verizon tower inside of your home.

Re: Poor Customer Service - BT Call Centres

Totally agree with everything you've said. Their support is totally awful and being based in India, no offense but they can't understand what you're saying or you can't fully understand them. They stick to a script that is unhelpful. One woman actually hung up on me as I was explaining my broadband problem! I tried to find somewhere to complain at BT but can't get past all the phone options and recordings - just go round in circles. But when they want their bill paying or want to sell you something, they're straight in touch with a UK based 'friendly' person...
They really are useless. Is Virgin or some of the other suppliers any better?

ryant704 wrote:
toekneem wrote:
Freddychopper wrote:
They really are useless. Is Virgin or some of the other suppliers any better?
Going by the problems and complaints in some of the other forums, the answer is NO
BT have 4x the number of complaints as their next big rival.
You might care to have a read:
http://consumers.ofcom.org.uk/2012/09/latest-phone-broadband-and-pay-tv-complaints-revealed/
http://www.bbc.co.uk/news/technology-15018161
http://www.pocket-lint.com/news/47716/talktalk-most-complained-phone-broadband-ofcom
http://www.moneysupermarket.com/c/news/unhappy-with-your-tv-broadband-or-phone-how-to-complain-and-h...
http://www.moneysavingexpert.com/news/phones/2011/04/talk-talk-worst-for-phone-and-broadband-complai...
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Calling web services from PL/SQL

Hi,
We have a requirement where we need to call a web services from PL/SQL.
I believe we have a PL/SQL API that allows you to consume external web services.
I was looking for other possible options too to consume web Service from PL/SQL.
Can any one suggest the other possible options , and which option is best to consume web service.
Thanks
AB

AB,
I didn't realize you cannot attach documents to your post. You will have to provide me with an email address that I can send the documents to. They are a little rough (ie not commented etc) but they do illustrate the point. The basic idea is to build up the payload of the soap envelope using pl/sql. Meaning as I loop through the cursor I use each record in the cursor to build an xml string. This string of xml becomes the payload of the soap message. This could also be done using xml functionality provided by the db meaning xmlelement, xmlforest etc. The issue I ran into was the size of the message. That is why I elected to build the xml message by string concatenation as I moved through the cursor.
Ryan

Call HTTP POST Service from SOA HTTP Binding (one - way)

Hi All
Why doesn't HTTP Binding support one-way Reference (It only allows request-response in outbound mode)? I need to call a one way HTTP post service from BPEL.
How can i achieve this with HTTP-Binding. This one way HTTP POST service is on OSB. Please help!
Thanks!

Look at 10g samples under tutorials/702.bindings.

How to call third party validation service from self service page

Anyone can help me out on what needs to be done to call third party address validation service when button "Next" Personal Information page of Employee Self Service is clicked.
1. Writing Custom XXXAddressUpdateCO by extending AddressUpdateCO. XXXAddressUpdateCO's processFormRequest will validate the address using the third part service. This third party address validation service is in the DB where Oracle Apps is there.
To use this service from the controller, how can I set the new application module XXXAdressUpdateAMImpl where I will make call to this service and return the result yo Custom controller class.
Any suggestions?

If your page does not have LOVs, then you can extend and substitute the AM. Thereafter include the code to invoke the third party validation from the AM.
Otherwise you may need to write the invoking code in the Controller itself.
Hope you got some clues. Let me know if you need more information.
Thanks
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Amazingly bad service from call centre today - can...

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