CONTACTING LIBBY BARR

To Libby Barr,
I placed an order for BT Broadband and a new Phone line on the 23rd of March after a telephone consultation with one of your advisor’s.
Due to previous problems with the line currently in and after various visits from Open reach Engineers was notified that the only solution to the problem would be BRAND NEW LINE INTO THE PROPERTY.
The old line was compromised and neither someone calling into the home phone nor somebody calling out of the home line could hear each other. Because I was assured of a BRAND NEW LINE INTO THE PROPERTY I compromised with the fact that I would loose my existing number meaning that my wife, mum and I would have the painstaking task of notifying all our contacts of the change in number as I was told by your customer services advisor that I could not keep my old number as the new line is initially thought of as a second line.
The changeover date was the 8th of April (3 weeks after placing the order) and the engineer who turned up knew nothing of installing a new line and had only been instructed to change the face plates of the phone boxes in the property.
When my wife mentioned the issue to him he checked the line and as previous open reach engineers INDEED FOUND THE LINE TO BE A FAULTY LINE. He reported this back to open reach and BT and left the job as incomplete. Later on that day the number got changed to the new number by somebody from the exchange ?
This was despite the engineer stating that there was a fault in the line.
We are still experiencing the same issues as before - neither the caller or somebody in the property can hear each other properly OVER THIS COMPROMISED LINE.
I have all the names and times of all your advisers that I have called in the last 6 weeks and am now at the end of my tether.
I have phoned BT 17 times and have physically been on the line for over 11 HOURS trying to resolve the issue and GET WHAT I WAS PROMISED - A NEW LINE.
I have snapshots of the whole process as I was placing the order for the new line and also printouts of the order.
If I do not get a new line in 14 days from today (30th April 2014) I will be instructing my lawyers to start legal proceeding against BT for violation of my contract with BT and will also be contacting OFCOM with the same issue.
All the various advisers I have spoken to (seven to be precise) have told me that one of their mangers would be calling me to resolve this issue but up to date have received no such phone calls.
4 advisers have carried out line tests and have all told me that there is a problem with the line and as yet A NEW LINE HAS NOT BEEN INSTALLED.
Another breach of contract is that I am paying BT for the top tier of BROADBAND i.e. BT BROADBAND INFINITY 2 - SUPERFAST BROADBAND and am not even getting one tenth of the speeds I am paying for. In fact your BT broadband engineer has installed my BT HUB 5 with a DSL connection rather than a WAN super-speed connection.
If all your engineers acknowledge the fact that the line is compromised and after countless telephone calls by me notifying of this fact and also your advisers verifying this as well why are BT so reluctant TO GIVE MY PROPERTY A NEW LINE AS ORGINALLY PROMISED AND AS PER ORDER?
I expect my broadband charges and all phone call charges and line rental fees to be refunded as you cannot charge me for a service that you are not providing me as again that is a breach of contract.
As mentioned above you have 14 days from today (30/04/14) to put a new line into my property before a start legal proceedings.
Many thanks

Welcome to this forum.
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Similar Messages

Libby barr

does anyone know how to get in touch with a libby barr managing director of customer services maybe she can help sort out my bill as no one else seems to be able to
Solved!
Go to Solution.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they cannot deal with service issues that way.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail, when its your turn in the queue.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Message for Libby Barr, Managing Director, BT sale...

Hello Libby,
We need help urgently so having spoken to 4 people and tried online chat I thought I'd go to direct you.
Situation
My partner has had the same BT phone number for more than 25 years.
The number is a Tunbridge Wells number and has a very memorable pattern and rhythm.
She is self employed and the phone number is used on all her business cards, letter head, email signature, website and numerous professional directories.
The number is also known by all her professional clients.
The line also has a broadband subscription associated with it.
We have just moved house and in advance booked a house move and asked to retain the number.
The new house is also in Tunbridge Wells and is less than 1/4 mile from the original house.
The number move was confirmed.
The move was booked for 3rd January.
When we arrived the line was not operational.
We were told when we enquired that the line would be restored by yesterday 13th January.
The BT bill of 5th January shows the account to be £77 in credit and clear shows the original number against our new address.
To date we have been without a phone or internet access since 3rd January.
When my partner called today she eventually spoke with a manager who said the line had been lost and there was no way to get it back.
The same person also said they would set up a new account and the resulting email has your name on it.
So the questions are easy...
1. How do we get the old number back, get the line and internet access restored.
2. How do we use/ transfer or get refund on the credit of the old account.
3. How do we get compensation for financial loss, business disruption and emotional stress.
By teh way to the moderator please donlt insult us by priovidign a link to a help section. we do understand that our next steps includign contactign the Ombardsman.
Regards

Quote
"She is self employed and the phone number is used on all her business cards, letter head, email signature, website and numerous professional directories."
Welcome to the BT Residential Customers forum
If you are a business user, please could you post on the BT Business forum at http://business.forums.bt.com/
This is only a Residential customer to customer advice forum, your post does not go to BT.
Thanks
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Plus de glisser deposer sur barre adresse mail (c cc et cci ) depuis carnet contact individuel ou groupe depuis mise a jour de Mavericx

Bonjour,depuis la mise a jour de os x mountain lion a Mavericks 10,9 je ne peux plus " GLISSER , DEPOSER " les adresses du carnet de contacts aussi bien en individuel que liste de contacts sur barre adresse MAIL en (c ,cc et cci ) est qu'il y a une solution a ce probleme

Bonjour, nouveau sur le forum, mais j'ai le même pb pour copier des adresses mails multiples... ça ne marche pas avec Mavericks
En allant à Apple store opéra, le vendeur a essayé sur mon Macbook puis sur un autre Mac en démo : même souci !
J'ai appelé le service technique d'apple, mais aucun résultat.
Si quelqu'un a une solution ?
A moins qu'il ne faille attendre une prochaine mise à jour...

Welcome to BT

Good afternnon everybody. My nbame is Msrtin and if you havent already guessed from the screen name i live in Norfolk.
Ive decided to join the forums and take the proverbial pen to paper to tell you all a story. A story about an average family living in the countryside trying to have a phone line and internet line installed. Can you guess who by?
In early Decemeber my partner, her mother and father and I all decided to move into a property together, a famr house in Norfolk. We called BT and asked them to move the line from my mother in laws house to the new address. Owing to the festive period there was a delay and the installation date was set to the 12th Janaury. We accepted this and as we were only due to move on the 9th saw it as good timing.
Further to this we also paid BT to place a trasnfer from our mother in laws old number to the new number at the farmhouse as my faterh in law runs a heating company from home. So all was in place, but this was the beginning of a 5 MONTH saga that is still on going to this day.
The 12th January arrived, we were expecting an engineer to turn up, and instead our new neighbour from across the field knocked on the door. She was very angry with us. It turned out that a BT engineer had just disconnected her operational farms business line, her personal line and her internet connection and installed our phone line and internet connection. She had been receiving phone calls for a heting engineer all day, not the best of starts BT!
Once we had demonstrated (by showing her the welcome letters sent to the correct address) that this wasnt our fault and that we had ordered the connection at the correct address, we turned to BT. An easy task you would imagine, im sure they will sort the problem promptly you would imagine? No. It took BT a month for her to be connected again as the engineers were apparently all booked up and there was nothing anyone could do about it? Booked up for a whole month and unwilling to help despite that fact that you have made the mistake and caused carnage?!
In that time she gave up answering her phone to our business clients and the realtionship we now have with her is frosty at best.
To compound this case even further over the following weeks we were bombarded with calls from the BT fianncial division, can you imagine what for? According to them as we now had an operational phone ine we needed to start paying for it. A phone line that was installed to the wrong address that we didnt have the benefit of. A Fact that the debt collectors seemed to eitehr not udnerstand or simply ignored. They called so often that my mother in law became quite distressed about the calls and the situation, to the point that she was having mini anxiety attacks everytime the phone rang as she seemed unable to get the point accross that this was not her fault and that she was unwilling to pay for a service that she did not have. Finally I could take the situation no more and I answered the phone. I ws not offensive as i do not beleive in such behaviour but i was able to get the point accross and finally the phone calls stopped.
Duing this time we were pursuing our own connection. Week after week we were promised engineer visits and week after week they failed to show up. We began to refer to the engineers as unicorns on account of their mythical relevance. Eventually we got on the phone and made a complaint, a unicorn then tunred up at the door some 3 days later. After a period of investigation the engineer concluded that the line meant for this property had been used to connect another house and there was no room in the box for our house? The engineer stated that as a result some serious civil engineering would be required and this would take a bit of time. finally we had some answers. Over the next 3 weeks BT kept us up to date with the progress of the installation, we could also see the roadworks and angineers coming and going on a daily basis and so beleived that all was in hand. After 3 weeks, communication from the communication company stopped. We received nothing at all. A further 2 weeks passed before we got on the phone and chased the connection. An appointment was made, this was one of a current total of 14 failed engineer visits that were to follow. Consistently no one turned up, then one day a miracle, our phone rang, and a voice told us that our connection had been made and we had a phone line. Shortly afterwards the magic Blue light appeared on our wireless box and hazaaa we were connected to the internet, back in the modern world and we set about contacting business clients for both my father in law and partenrs business giving them the number.
This bliss lasted 5 dayswhen we were called by BT and a very cnfused operator asked to speak to a Mr Jones. thinking that it was a simplemistake I stated that there was no Mr Jones at this address and as this was a new number she must have mis dialled. The response i received raised my blood pressure to or about the point it was at some weeks prior. It turned out that somehow BT had managed to connect a line to our house that was meant for an address on Oak street in Norwich, a Mr Jones. Now when you consider that Oak street is about 30 miles from us and we live in 2 seperate dialing code areas the mind boggles at how this can be achieved? A day later a call was received (ironically) stating that our ine was ot meant for us and that we would be disconnected again. when challenged as to the status of our connection , the operator was at a loss to explain and frankly didt soud bothered. So here we go again, contnued calls to BT from mobiles (costing a small fortune), bounced from India to Glasgow and back to India again whilst we chase for the status of our connection.
So we move to April. After 3 weeks of not chasing BT becasue we are all frankly exhausted speaking to operators that couldnt care less, we call BT and ask what is going on. The answer is reassuring. Thomas in Glasgow has spoken to the engineers and apparently all work to install a line to the house was completed on the 9th April (despite us having a previous connection but we will ignore that for the moment) and all that the line needs is an engineer to come and activate it. An appointment is booked for today!
The engineer tunrs up at our address. Goes to look at the line. Returns to the house. " im unable to install the line as engineering work needs to be carried our which will require road works" and we are straight back to square one, the exact same place we were at towards the end of Janaury.
So now im bored. Im bored of BT, im bored of their customer service. Im bored of being lied to. Im bored of being promised work and wasting my time to be here for engineers only for them not to bother. I fail to see how a communication company can be so bad at communicating. So now I will take a new approach. I have Libby Barrs linked in profile. Im hunign for her email address. I will now turn to every media outlet, every social media platform, every organsiation that will listento get my point accross that this is unacceptable and et something done about it. I will now dedicate my time to getting this case heard by someone that might actually care that there has been a catastrohpic failure here and no one seems to be accepting responsibility for it. I will now dedicate my time to getting some sort of compensation for the thousands this family have lost through our businesses becasue of BTs failed promises.
It is worth noting thatI do not have the option of using other providers. Being rural unfortunetly its BT or nothing, although BT are providing nothing at present. It is also worth noting that BT have been awarded grants for the "Better broadband for Norfolk" campaign to imrpve rural connections and speeds. I fail t see how they will acheive this for an entire county when they are unable to do it for a singualr house.
In conclusion, 5 months have passed, still no connection. Loss of trade to 2 businesses to the tune of £1000s. Fourteen failed engineer visits. Consistent lies from customer service team members, a small fortune in mobile phone calls to 0845 and 0800 numbers. A Mature lady briught to her knees by harassing phne calls about a service she has not received and a communal relationship in tatters due to the impact on her business.
So far not even an apology from BT.
Im coming for you.

The feedback refers to the information provided on the bt.com website, and this community forum.
If you have an urgent matter, then you need to contact BT directly, provided you are a BT Retail or BT Business customer, and not with another Service Provider.
I am only a customer, so cannot help you further.
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they cannot deal with service issues that way.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail, when its your turn in the queue.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

3 months of the worst service you could imagine (a...

I initially placed an order for BT broadband back at the beginnning of Feb 2015, placing the order online to take advantage of the offer including a discounted period, free BT Sports and a Sainsburys voucher (the offer expired the next day).
After a few days I was contacted by BT to say there had been a problem with the order and it would need to be cancelled and they would place it agian - I asked if the terms of the order (ie the offers) would be the same as the end date would have now passed and was told that it would.
The order was clearly not placed correctly as I had selected to pay the 12 months line rental up front to take advantage of the saving that offered. However, I saw that I was being billed. Yes, they had cocked it up. I then paid the 12 months rental and was told I would be refunded any charges for this and also for the Internet up to the date it was sorted out as I was not receiving the service I was paying for.
Additionally, I saw calls being charged for as the order was placed with weekend calls and I wanted eveing and weekend calls. Again, this could not be resolved now as the order would have to be completed first.
Next came a long period of being told that the account was setup, although my Internet connection was only providing me with anything between 0.5 and 1.8MB downloads (1.8 was a rarity).
I was contacted every 3-4 days to be told that there was a problem that was being worked on and would be resolved soon - they would contact me in a couple of days to udpate me.
Before the Easter weekend I was called to say it should all be setup and could I test things. When I got home I rebooted the router to find that I now had no connection at all - not even the painfully slow one I had been suffereing for the last couple of months. When I called to report this I was told that in fact there was still a problem and I should not have been told it was sorted - also, nothing would be looked at for 5 days as it was the Easter weekend.
After this I started to get some different stories about why things were not being setup properly. Apparently there was an issue with my account which meant that the broadband services could not be attached to my phone line so it did not show up as active and would not let the engineers completed tests (I have had sit through the generic scripts and tests so many times it is beyond belief).
I was told that the order would need to be cancelled and a new one placed so that a new account would be generated to allow the broadband to be setup correctly.
No problem for me I thought, so long as this gets sorted out.
But no, BT could not do that as there would be charges for ending the contract early!?
Next step was to send an engineer to the house. Finally someone who seemed to actually know what they were doing - he is the ONLY member of BT staff that I could recommend to anyone else. He saw first hand that my fault was real and fixed it.
He replaced some old cables that he said could be causing a problem, but he also ran into the account setup issue when trying to get the line speed enabled. However, he said that the people he was speaking to on the end of the line were able to do this in a different system.
BINGO! We now have 8MB (well, almost - but a lot better the the averge 1MB we were receiving before). We can finally view iPlayer etc.
With the order now complete I decided I would call to get my charged refunded and follow up on the voucher that was part of the offer I signed up for.
Another 40 minute call to the braindead customer servuce staff in the call centre proved fruitless. I was asked to tell them the date and time of the call in which I was told that I would be refunded the charges. What? I guess I've had over 60 calls with BT over the last 3 months, many of them leaving my frustrated and stressed out.
She said that as there had been usage on my broadband that there was not a problem (I'd heard that one before when I was told there was not a problem) and that I am therefore not entitled to any form of refund or compensation. Sorry but 0.5MB (or no access at times) in no way consistutes a broadband service.
What I want to for someone at BT with a brain, the ability to read the the long history of the issues here and the authority to actually carry out the required actions to deal with this. I cannot call the customer service line again without going insane!
I've cancelled my dorect debit so no more money can be stolen from me; of course I instantly received a call from BT to ask why and be told I had to set a new one up - I also got an email from the mythical Libby Barr (but sorry, I no longer read emails I cannot reply to).
So BT, find someone who will sort this mess out once and for all and let me stay dealing with that one person until there are no more problems.
The moderators should have my email address (which is the same for my BT account) so you know how to contact me or pass on to a useful person within BT (I assume there must be some somewhere!).

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they cannot deal with service issues that way.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail, when its your turn in the queue.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Trying to get in touch via email with customer ser...

Dear Forum,
I am currently more than 3 months into an unresolved fault with my service (originally logged 11th Dec 2014). I am trying to establish a means, in writing, to express my disappointment and concerns in this regard to the customer management team (CMT) who are nominally helping to resolve this. Sadly, BT has arranged its customer service provision (sic) in such a way that they can get in touch with me at any point and through a variety of means but there is no routine way for me to get in touch directly with the member of the CMT dealing with the fault. Fighting through switchboards and help desks who have to relay the message internally rather than transferrring me is all very frustrating.
Does anyone know of a reliable means of getting in touch with the CMT directly via email / web-form? (I do now have the desk number of the lady in the CMT dealing with the fault but for a phonecall to be effective she has to be on shift; the email inbox is more convenient and the situation has really gone beyond where phonecalls are appropriate.)
I signed up to the forums following a Google search for ‘Libby Barr’, the various comments and threads with her name in the title suggesting that there was some direct route to customer service / resolution support through forums. Entertainingly, I see that there is no board for ‘customer service issues’.
Further, the ‘welcome to forums’ / verification email that gets sent out closes with this line
"If you need to contact us please email <this address>" (Evidently, I cannot quote the addess is a forum post, but you know what it.)
So I thought that I’d make use of this email address, rather air dirty linen in public, and got
"Thanks for trying to get in touch with us. Sorry but we don’t monitor this mailbox, so you won’t get a reply to your email."
Thank you, BT, I did need a laugh.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they cannot deal with service issues that way.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail, when its your turn in the queue.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Loss of Caller Display faciility

For no reason I have lost caller display despite paying for it, I have had it for several years. In desparation after 3 weeks contact with the famous Indian team I am told that the service will be provided free for 12 months as I agreed a new 12 line rental contract - not true, so I have had to writte again :-
This is the third time that I have been told that the caller display will work again, I have had it for years and it stopped working as long ago as the 27th February. Also I did not ask ior or agree to a new 12 months line rental contract because the only way to get caller display back could well be to change suppliers which I had to do to get reliable broadband - I migrated to PlusNet 3 years ago from BT. Tell me what the legal position is from your point of view before I seek professional advice,.
I guess this must happen all of ther time so if anyone out there can help please respond.
My BT
Help
Your order number is:
**Edited**
We're all done
Hello,
Now ready for you:
Calling features
You can start using your calling features now.
BT Privacy with Caller Display - see who's calling before answering. You'll get it free for a year because you've agreed to renew your line rental for 12 months. After 12 months, BT Privacy with Caller Display will be £1.75 a month unless you renew your line rental again. Your 12 month line rental commitment will start on the same day as your BT Privacy at Home. You'll need a compatible phone. If you don't have one, go to bt.com/shop or other shops.
Find out more about your calling features or download a user guide at bt.com/help/callingfeatures
Need some help?
Go to bt.com/help
Thanks for choosing BT
Libby Barr
Managing Director, Customer Care
Please don't 'reply'
Sorry, we don't check this mailbox. Please see the 'Contact us' link below if you need to get in touch.
Think before you click
If you think you've been sent a 'phishing' or scam email, please don't click any of the links. You can always check your account details by logging in at bt.com/mybt. To learn more about phishing and other em

Hi yemape,
Thanks for posting and welcome to the community forum.
Sorry for the problems you're having using Caller Display and for the length of time it's taking to get the service back on again for you.
I'll help get you sorted from here. Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.
Cheers,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

2 weeks to get a PAC from BT

Don't sign up for BT Mobile unless you know you have good network coverage! I was happily with O2 but moved to an area with no 02 coverage. As we already used BT Broadband, I signed up with BT Mobile, and was assured that if network coverage was bad I would easily be able to cancel and move to another provider. Signing up was very rapid, SIM arrived in no time, and 02 immediately provided a PAC to move my existing number to BT. But no BT mobile coverage at home or in the near area... So I immediately got back to BT and cancelled my contract. 2 days later, no PAC... 1 week later, still no PAC. 10 days later, still no PAC. 2 weeks later, still no PAC... I kept on being told that the account was still "open" and a PAC could not be issued until it was closed. Technical staff were working on it, and would keep me informed. Although I told them they had to phone on my land line, they tried to contact me on my mobile - even though they knew I had no network coverage! Stephen, Mandy, Aileen, Jasmin etc all tried to help during excruciatingly long and slow "chats". An email even arrived from "Libby Barr" who is supposed to be in charge. Is this person real? You can't speak with her, and she won't phone you. What fantastic service for a communications company. No one was properly listening to me, and although chat and phone staff were very pleasant, I had to endlessly repeat the same information, to no effect. Yesterday - hurrah! - I was finally given a PAC, strangely enough not long after asking for a deadlock letter so that I could take my complaint to the regulator. But what a horrible, time-consuming process to go through. It does not need to be like this.

Hi Brait, can you tell me what a deadlock letter is? I also am having problems with BT and I am also getting bad service as you can see here.
https://community.bt.com/t5/BT-Mobile/I-wish-to-make-a-complaint/td-p/1484894
Any advice would be great, thanks.

Complaints procedure

I have an ongoing dispute with regards to provision of phone line/bb to a new-build property. This has been going on for months with repeated (too many to mention here) false promises, usually supplied by a barely understandable Indian accent from a call centre in India.
I have tried many times to escalate the problem to no avail. It seems impossible to get through to a manager in the UK who might be able to understand/help with my predicamant.
The latest in this ongoing fiasco (just as an example) is an email (21/03) stating latest (many times postponed) "review date" is 28March14 and I will receive a call on that date by 8 pm. Then (24/03) I have a contradictory email stating an Engineer will visit the house on 3rd April to install (er... do you want me to take yet another day off for an engineer who won't appear?) I decide to follow the link to rearrange for another date and it states "your appointment is no longer required...engineer does not need access to the house... can connect at the exchange." More contradictions.
And you know what? There is NO WAY he can do this since we still have a 500 metre 'missing link' between the telegraph pole and our house that has not been cabled (the ducting has been there since November 2013 as BT were informed.)
But all I can do is phone the dreaded 150 (but I have to use my mobile of course) and, you guessed it, hours of wasted time as I go through the whole story for the umpteenth time with someone in India. They will no doubt say "rest assured Mr Fxxx, the Engineer will be there on 3rd April, even if he has to travel 200 miles he will be there!" This is what I have recorded from previous calls - she really did say "200 miles" ha! It's just a joke. They simply do not get it - they just spout from a script and do not own my problem.
Rant over. I am not asking for help - I've given up on that. No. What I now propose to do is make detailed copies of my case notes with dates and promises and all the list of **bleep**-ups courtesy of BT and Open Reach. I will then send them to BBC (Watchdog etc), National Press, MP, Ombudsman and it's only fair that I send a copy to the Libby Barr (MD Sales at BT) who has the audacity to send me emails personally signed by her thanking me for choosing BT! Insensitive or what?!?
So please provide the following: 1 Address for your Libby Barr. 2 A "deadlock" letter which I can send to the Ombudsman.
Of course, I have no internet (and haven't had since we moved in to the new house 5 weeks+ ago) so it will be some time before I get back to the garden centre/coffee shop to follow this up ;-)
Alternatively you could call me on my contact number ...... but NOT if you are simply a Script reader from an Indian Call Centre.
We put a man on the moon 45 years ago; we could put a man on mars today; but the monopoly of Open Reach (BT company) are unable to get me a phone line. And the worst part? You don't give a to$$

Welcome to this forum.
This is a customer to customer forum only, where forum members, who are only BT customers, can help each other with BT Retail products and services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
If you would like to try Live Chat they should be able to help you.
This is a public forum which can be viewed worldwide, so please do not post any personal information, especially phone numbers, account numbers, fault numbers, address information or email addresses, as this could be used to impersonate you.
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Broadband usage monitor is lying...

My parents have been on BT Option 1 broadband (10GB limit) for years and never had any problems.
Yesterday they received a warning email to say they had used 8GB of their allowance, and as of 23:59 the same day the BT Broadband usage monitor claims they have used 75GB!
This is two pensioners with one laptop who get a miserly 2Mb/s download speed... they use the internet for a couple of hours a day at most. To use the amount claimed they would have to be downloading flat-out 24 hours a day for 3.5 days. And of course they are worried sick they are going to get a bill for over 70 quid (if not more) for this month alone for something they cannot understand.
The usage monitor helpfully tells us that their average usage is 2.76GB. Before worrying emails from Libby Barr get sent out encouraging people to pay or upgrade, surely this usage must get flagged as an outlier and something is probably wrong?
Please can somebody help to resolve this issue, and ensure that they do not get billed for this mistake?
Thanks

@Balderdash Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your parents details. You can find the link by clicking on my username.
@PaulBrad1 post back to let us know how you get on with turning off your son's laptop.
Thanks
Neil
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Is this a legit email?

I received this today even though I got one about my bill yesterday saying it's paid
Important: We need to confirm your BT account information.
Hello,
This e-mail has been sent to you to inform you that we were unable to confirm your BT account information.
This might be due to a recent change in your personal information. (eg: billing address, phone).
The secure way to confirm your account information:
Download the attached Document..
Follow the instructions to Confirm you account information..
You might need your BT account number for this you'll find it at the top of your bill. We'll send you a confirmation email once your account information verified.
Thanks for choosing BT,
Libby Barr
Managing Director, BT Sales and Service
This is an automatic email, so please don't reply. To ensure future emails from BT are delivered to your inbox and not treated as spam, please add [email protected] to your address book. This email was sent to you at because you subscribe to BT services.
© British Telecommunications plc 2014. Registered Office: 81 Newgate Street, London EC1A 7AJ.
Registered in England No.1800000.
URN:51150.0.0.0
Solved!
Go to Solution.

Hi MisterB,
It's definitely not legit! We recorded all details we needed when you first set up your account and keep in mind that we would never ask you to confirm account information over an email. It's a phishing scam and there is a lot of these going about at the moment I'm afraid. Thanks for being so vigilant.
All the best,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Does BT really do anything about custumer relation...

I've been a Btinternet.com customer since its conception and the loyalty is wearing a little thin. I am currently in Australia on holiday over the Christmas period. I signed into my xxxxx@btinternet account on 26th Nov at heathrow before departing. that was the last time I saw any emails. after many attempts to access my account and always getting the same result ie Login errors. Wrong Password. Verification words repeatedly and eventually lock out. I decided to contact BT via email and told them the problem (Enquiry ref 131130-******) they promise a reply within 24 hours and I gave them an alternative email address with another provider to reply to and my Aussie phone number . (nothing happenened)
Another email (enquiry ref 131207-******) Nothing happened
A few days later I rang the overseas number on the web site from Australia at full rate and I spent an hour on the phone with an Agent in India who tried very hard to be helpful and changed my password so many times I lost count. In the end I told him to get someone to access my account and send me the logiin details and he promised to phone me. (nothing Happened)
A few days later I rang again and spent another hour on the phone to yet another agent in India and we went through the whole thing again changing passwords and I couldn't convince them it wasnt just a password problem. Again I asked them to email me and phone me in australia .... they promised they would (Nothing happened)
On my Birthday (Happy birthday ) I rang them again and the whole thing started again after changing my passwords yet again I asked to speak to a supervisor and was told he wouldn't be available for 30 minutes. I insisted that the Agent took my login details and passed them to the techs in ENGLAND. she agreed after many refusals and also promised to phone me back when she has done this (Yes you got it ...Nothing happened.)
Then I get an email in my xxxxx@Hotmail account from Bt (Hi thank you for your call today.As we have reset your password for you etc. signed Libby Barr Manaaging Director. BT Consumer Sales and Service.
Well I'm pretty sure Libby doesn't even know I exist and I would be very angry if someone was treating customers in this way and using my name to sign emails.
Anyway its now 12th Dec I have missed buisness appointments, Birthday greetings and christmas greetings. I can't get into my emails or my contact lists to send to my friends.
I phoned my brother gave him all my bt login details an passwords etc and asked him to call BT in the UK and talk to someone. They wouldn't talk to him because he wasn't me (I can understand that ) He did manage to get to get from Mr Sushant that Bt don't make overseas's calls (thanks for that) (Why don';t they tell their Agents this good news) He did however say he would arrange for an email to be sent to my Hotmail account which will have a have link embedded in to allow access to my account. (Yes you guessed it ....Nothing )
I'm sorry this has dragged on. I really hope that someone at BT reads this Forum because I'm really fed up with the way I've been treated and will seriously be considering changing providers on my return to the UK in Jan 2014. All of the above is true and can be verified by Bt who take the trouble to record all phone calls for whatever reason.
Bt can contact me via the enquiry ref numbers iin the text above. It may take some time but this will get to the very top man before I'm finnished.
Thanks for your patience and attention
KeepCalm
l
Solved!
Go to Solution.

Hi Keepcalm
Welcome to the forum sorry to hear of the problems you have had when trying to access your email account.
I can have this looked into for you. Send me an email using the contact the mods link in my profile you will be able to see it in the section 'About Me'.
Thanks
Stuart
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Genuine email or Phishing?

I received this email today, looking very genuine, but as I use my email address everyday I was worried at the threat of losing it in 14 days.
I went onto BT.com to read about the up coming changes but was reassured that my email address will stay the same.
The "FROM" email address is [email protected] and the email is titled FINAL REMINDER about your service
Can anyone shed any light please?....Is this email a hoax?
Last chance to keep your email address
Hello,
We emailed you recently to let you know that we're going to close some of our older email services. But we haven't heard back from you.
We need to hear from you by 14 April 2014
If we don't, your ***********@btinternet.com email account will stop working. But there are two ways you can keep it. Whichever way you pick, you need to do it before 14 April or you'll lose your email address, along with the contacts and messages associated with it.
1. Sign up to BT Broadband
You can get BT Broadband here and then link your BT email address to it at bt.com/linkemail.
2. Get BT Premium Mail
If you don't want BT Broadband but do want to keep your email, you can sign up for BT Premium Mail. Find out more at bt.com/premiummail.
Don't need your email address any more?
If you don't want to keep your email address, and everything associated with it, tell us and we'll delete it for you.
I don't want my email address
To find out more, or for information on how to save copies of your messages and contacts before 14 April, go to bt.com/emailchanges.
If you're a BT Business Broadband customer
To find out more about keeping your email address, click here.
Thanks,
Libby Barr
Managing Director, Sales and Service

perry1906 wrote:
I received this email today, looking very genuine, but as I use my email address everyday I was worried at the threat of losing it in 14 days.
I went onto BT.com to read about the up coming changes but was reassured that my email address will stay the same.
The "FROM" email address is [email protected] and the email is titled FINAL REMINDER about your service
Can anyone shed any light please?....Is this email a hoax?
Last chance to keep your email addressHello,
We emailed you recently to let you know that we're going to close some of our older email services. But we haven't heard back from you.
We need to hear from you by 14 April 2014If we don't, your ***********@btinternet.com email account will stop working. But there are two ways you can keep it. Whichever way you pick, you need to do it before 14 April or you'll lose your email address, along with the contacts and messages associated with it.
1. Sign up to BT BroadbandYou can get BT Broadband here and then link your BT email address to it at bt.com/linkemail.
2. Get BT Premium MailIf you don't want BT Broadband but do want to keep your email, you can sign up for BT Premium Mail. Find out more at bt.com/premiummail.
Don't need your email address any more?If you don't want to keep your email address, and everything associated with it, tell us and we'll delete it for you.
I don't want my email address
To find out more, or for information on how to save copies of your messages and contacts before 14 April, go to bt.com/emailchanges.
If you're a BT Business Broadband customerTo find out more about keeping your email address, click here.
Thanks,
Libby Barr
Managing Director, Sales and Service
Hi. Welcome to the forums.
Is the relevant email address attached to a broadband account or a Premium Email?
If not, then this genuine email will do as it says. There was a similar email sent out in Autumn last year - but the cease was delayed due to server issues with the new BTinternet email host Openwave.
http://www.andyweb.co.uk/shortcuts
http://www.andyweb.co.uk/pictures

Lack of customer service at BT!

Order placed in November with switch on date given for 19th December,it's now 29th and still have no service. BT seem totally uninterested in the fact that they ruined Christmas for two little boys who Christmas presents relied upon them having Internet access. Not to mention that no one could phone to wish us merry Christmas or the hours spent on the phone to the supposedly customer service who just give you answers from a script and fail to call back when promised! They will not give a number or email for Libby Barr the head of customer care who should be made aware of how bad her team actually are.

Openreach are not subcontractors. They maintain and provide the physical telephone network as well as the fibre infrastructure in the PCP's and Exchange. BT, Talktalk, Sky the rest purchase the services off them. Your contract is with BT or talk talk just like any of the end customers, therefore your quibbles are with them not with Openreach. Openreach make the rules that service providers agree and adhere to, and the service providers make the rules end customers (YOU) adhere too. And its 3 working days for a PSTN fault, after that if the fault cannot be fixed then Openreach pay an SLA failure payment per day against your line to the service provider. Broadband is different. Broadband is 5 working days, and if it needs further investigation then thats what will happen. If the fault cannot be resolved, Openreach will turn around and say we cannot fix the broadband, we'll refund you for what you've been paying for since the fault happened and cancel the service or lump it and pay for it. There is no legal obligation for Openreach to provide broadband therefore if you don't like it, your options are: A) Try and get the law changed B) Complain to Ofcom C) Nothing you can do. Basically none of the options provide you with the service you expect because that is not offered across the telecoms industry, certainly not to residential users.

CONTACTING LIBBY BARR

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