Freestyle 3200 - Unable to select call centre menu...

I've become unable to use either of my Freestyle 3200 handsets to select an option on any companies call centre menus.. i.e. When asked to select option 1 for sales, 2 for support etc, nothing happens. I've checked the base setup and its set to "Tone". I also have another corded phone on the same line that allows me to make a selection, therefore i guess a line problem can be ruled out.
Any suggestions....?

I'm assuming your prompt is not located in the right spot, per the logs:
46280861: Aug 10 21:49:46.725 PDT %MIVR-ENG-7-UNK:Execute step of Task 95000778380 : Menu (--Triggering Contact--, MainMenuPrompt)
46280862: Aug 10 21:49:46.725 PDT %MIVR-PROMPT_MGR-3-UNDEFINED_NAME_PROMPT:Undefined user or system prompt: Name=Queues\Tier_II\Content_Support\newPrompt.wav,Type=com.cisco.prompt.UserPrompt,Transcription=null,Language=en_US,Exception=com.cisco.prompt.UndefinedPromptException: user prompt 'C:\Progra~1\wfavvid\Prompts\user\en_US\Queues\Tier_II\Content_Support\newPrompt.wav'
46280863: Aug 10 21:49:46.725 PDT %MIVR-PROMPT_MGR-3-EXCEPTION:com.cisco.prompt.UndefinedPromptException: user prompt 'C:\Progra~1\wfavvid\Prompts\user\en_US\Queues\Tier_II\Content_Support\newPrompt.wav'
UndefinedPromptException usually means to a missing prompt. The prompt needs to be located in
'C:\Progra~1\wfavvid\Prompts\user\en_US\Queues\Tier_II\Content_Support\newPrompt.wav'
david

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Hi malcolmgreen,
Thanks for your post and welcome to the community!
Did you get this sorted out? If not, click on my username and under the section "about me" you'll see the link to get in touch with us.
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’.

Unable to Access Calling Features or Calling Plan ...

I was wondering if anybody could advise if there is a dedicated support team for issues with BT.com. I am having issues when attempting to access either the Calling Features or Calling Plan Pages from BT.com. I have no problems viewing recent usage or Billing etc. and I am able to make payments. When trying to access the Calling Plan I receive the following error ... "We're sorry. Sorry, we can't continue your request with the account number provided. Please call us on 0800 800 150 to continue." The Calling Features page, returns this ... "Sorry, we can't change your Calling Features at the moment. Sorry, your account number wasn't recognised. Please check and try again." I have tried the 0800 number but nobody seems able to help and I eventually got cut off as I was transferred for the fourth time, so I thought I would see if anybody else has had the same experience and could help me short cut the IVR. Many thanks.

I also have the same problem. Here is a copy of the email I sent BT after spending a frustrating amount of time talking to their call centre to people who clearly did not have a clue. What is worse is they do not seem to have an escalation process to deal with problems that are not on their script and that they do not understand.
>>>
Sir,
I am writing to complain about the exceedingly poor customer service I received today.
I have for a long time managed my account TH******* on line. Last year I added account GB******* to the list of accounts I manage online. Ever since this account has been set up I have noted that when I select the 'calling plan' option for this account I get the message "Sorry, we can't change your Calling Plan at the moment. Please call us on 0800 800 150 to continue" and when I select the 'calling features' option I get the message "Sorry, we can't access your account information at the moment. Please try again later".
Today I tried to do something about this. As directed I called 0800 800 150.
Issue 1. None of the 4 options (i to place or check on an order, ii calling about a bill, iii moving home, iv a fault or need help with your service) actually apply to what I am calling about but I am forced to listen to them twice because there is not get out option supplied until the recorded message 'you do need to choose one of the options.'
If you provide a number to call from a website then that number should provide an option that actually applies in the circumstances relating to the reason the number was given. In this case I am calling because the website is not functioning correctly. There was no option for that.
Issue 2. Before I finally managed to reach a person, I was asked to enter my phone number and my account number. But when I reached an 'advisor' she asked for my account number again.
If your system does not pass the account number through to the advisors, why make me key it in. If it does, why am I asked for it again?
When I finally managed to speak to someone after selecting a range of inappropriate options I explained my problem. At first, she just offered to help me change my package. I explained that this was not what I was asking but that I wanted to be able to manage this account online. I was advised that there is currently a fault on the website and that I should try again later.
On reflection, I decided that this answer was inadequate since I could clearly see both of the options on the account TH******* and I had never been able to see these options on the new account since it had been set up despite having tried several times.
Issue 3. The answer given does not seem to address my problem.
So I called again.
Repeat issues 1 & 2.
This time I reached Kamal in billing and services. Similarly he just offered to help me change my package. I explained that this was not what I was asking but that I wanted to be able to manage this account online. I explained that I could do this for account TH... but not account GB... After some time he came back with the answer that it was not possible to do with GB accounts but was with TH accounts. I expressed incredulity and asked to register a complaint about the fact that I could manage one account comprehensively but not the other. I then noticed for the first time that on the 'Accounts' page on the website, there was no telephone number showing under the account number GB****** whereas there was under the account number TH******8. So I suggested that perhaps the account had not been set up correctly.
After some considerable time while he looked into this, put me on hold several times, and at one point suggested that he might have to reset my password, he finally came back to me with the response that there was a technical problem with the website and that I should try again in 24 hours.
Issue 4. It is unacceptable that I was kept hanging around for so long while he attempted to diagnose the problem.
Issue 5. Clearly, the advice he gave me earlier in the call that "it was not possible to do with GB accounts" was rubbish.
In all, this was a totally unsatisfactory experience. I am hoping someone can explain why your system is so convoluted and, in the end, inadequate. Most of all I would like to be assured that my account will now be able to be managed online - if not, why not.
I will try the system again in 24 hours as advised by Kamal. Hopefully I will find that it works.
>>>
Unhappily, it didn't work as I expected it wouldn't. One week later I still had not received a reply to my email so I emailed them again.
Finally, 4 days after that I received the following reply
>>>
The incident A/c no : GB****** - Unable to access calling plan online that you reported has now been resolved.
Please note that you have not attached telephone number while adding this account to online profile.
Please remove account and add again with telephone number after that you will able to access calling plan within 24hrs.
Thank you for your time in this matter and we apologize for any inconvenience that may have been caused.
<<<
Note that they are telling me the problem is my fault. What do they mean 'you have not attached the telephone number' - I can clearly see the billing information for this number so it clearly is 'attached' to the account.
After hunting for ages on their website to find an option to delete the account as suggested I eventually found it, pressed the delete button and ....
You cannot remove this account from your profile. For further assistance, please call 0800 800 152.
We're sorry, but it's not possible to remove this account from your profile at this time.
OMG!
So I guess I am going to have to spend yet more time on the phone to them. I'll let you know how I get on.
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Re: Call centre frustrations.... grrrrrrr!!!!

Linton wood i can truly say i have had the same problems. I have had numerous run ins with them (bt overseas call centre), when you ask to be put through to some one in the uk they refuse. Its clear they read from a script, and today could even get my name right.
I only want my oline account sorting so that i can access my add ons its really not that difficult surely
SHAME ON BT,

Hi randersonjordan,
Thanks for your post.
I am sorry to hear that you are having problems accessing your online account and that you have not had any help over the phone.
Can you send me in your details using the "Contact The Mods" link found in my profile and I will be in touch to help.
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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’.

Can a call centre hack my number???

Every day between 6pm and 7pm I get calls from people in the local area saying they have received a call from me. When i say calls, I mean every 2-3 minutes.
Some people who call say they hear what sounds like a call centre, but then the line goes dead. Doing 1471, they get my number, realise its local and call me to find out what I want.
I have to say, the people calling me are very supportive and more pleasant to speak to than the frustrating waste of space that is the BT call centre!
BT have sent an engineer who says there is nothing wrong with the line. He has never heard of such a problem in over 30 years and suggested we try a new phone (which we have and unsurprisingly, that did not fix the fault).
Has anyone had this happen to them??
Can anyone suggest a possible solution??
BT seem totally unable to assist

so many people call me its untrue! i can 1471 most of them but i dont need to really as i chat to most of them to see if i can get any further info to help BT solve the mystery. they are all local people.
this fault is a real hassle :/
it appears to be me that is calling heaven only knows how many people
when the recipients of these calls do 1471, they get my number
sometimes they answer the phone, they get what sounds like overseas people on the end of the phone which then goes dead. when they do 1471, they then think perhaps it is not a nuisance call because they see it is a local number calling - namely me!!
needless to say, i have not randomly decided to make 100s of local calls in the style of a call centre - which is why i wondered if it is possible for someone to get in on my line ... for one hour a day! it is very bizarre.
Keith, i can see with-holding my number would help me to stop getting all the call backs, though would not stop all these people getting what is effectively nuisance calls. It may well come to that though if I can't get it resolved. Thanks

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You may be able to configure your wireless card properties to be more aggressive, prioritise bandwidth, prioritise 5GHz, tolerate 20/40, etc
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Hello,
I have a BT Freestyle 3200 single phone which works great.
I have purchased an additional handset/base unit to have a second phone in the house.
New batteries have been inserted and charged, but the handset constantly shows "searching".
I have searched internet posts and the manual with no success, I can not get the additional handset to register to my original base.
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Hi Charles13,
Welcome to the community!
Have you tried speaking with technical support for that model of handset? You can find the number for them in the user guide which can be downloaded here
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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’.

Get some decent UK call centres

Well I can't find the right forum so will have my moan here. It's about time you got rid of the stupid useless indian call centers you use. Fed up when you call it's in india and not UK. Why don't you get a call centre open in yorkshire or something? Even use plusnet call centres as you own them.
I called BT 150 last week to sort of complain and ask why you have such stupid restrictions on changing your name online.
The woman said, she would get someone to call me back about it. Anyway About 20min later, I got a call again from indian call centre and he asked me if I was happy the way The call had been handled. I though, what the hell is this. I told him I said at the start of the call, I did not want to take part and pressed 2 to continue.
Clearly your stupid staff don't have any common sense and breaching data protection cold calling me is not acceptable. I had to call again to complain. I have now been removed from feddback calls I never asked for in the firts place
Please get some decent UK call centres your service is rubbish from them.

Hi PoorBTservice,
Thanks for posting. If you're still having problems I'll be happy to help. Drop me an email with the details. You'll find the "contact us" form in the about me section of my profile.
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David
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 :-)

Slow Broadband Slow Call centre Slow Everything......

Where to begin..Like many people I use my mobile more than my landline for making calls.
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Day 1.. Engineer repairs Telephone line...Even thou I mentioned Broadband slow not put right.
Day 2 Ring BT to explain nice phone line no Broadband (almost 1 hour on the phone to call centre)
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          Everything points to a prob from line to hub.
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4 Days later filter turns up
Guess what? Still the same..Ring Call centre 1 hour later explained prob...Dispatch a new hub...3 days later Hub turns up
Guess what? Same old..Ring call centre 1 hour later explain prob...By now begging for an engineer to come out.I am told if the problem lies my end then there will be a charge..(by now could not care about charge get someone out!!!)
What I should make clear this is over 5 weeks now. I am paying for a service I cant get..
By now 5/10/13 I decided to tackle the prob head on and get my own Engineer from check a trade. (i paid for this service)..A former BT man arrived at my house and did the relevant tests and discovered that my IP PROFILE is set to 0.14mbps.. He was dumb founded to here of my plight...Well, I have passed on this information to BT and lets hope it gets sorted....Needless to say Im not happy with BT

Hi stu61,
Sorry to hear that your having issues with your BT Retail services.
You will either be on the ADSLMax (upto 8mbps) service or if your exchange has been BTw 21cn upgraded you maybe on the ADSL2/2+ (upto 12/20mbps) service depending on your line quality and length.
However these upto speeds may not be the speeds you will get as ADSL broadband connections are very dependent on the distance from your property to the exchange and the quality of your line. The further away you are from your local exchange the slower your broadband speed will be.
To enable the community to help you please see the advice below:
Please see Keith's help guide here: Helping forum members to help you, it will go through some checks that are needed for us to help you.
A summary of the checks are:
1a) Is your router/Homehub connected by a BT NTE5 master socket, Adsl Filtered Master Socket or Extension Socket? Please bear in mind that extension cables and extension sockets can reduce the broadband's performance. If you have an Old LJU master socket then please say.
1b) Have you tried the Test Socket? - if you have one.
2) Can you please run a BT speed test (including IP Profile) http://speedtest.btwholesale.com (not beta version)[Best done with a wired, Ethernet, connection] After Quick Test is done you need to click "Further Diagnostics" to get IP Profile.
3) is there any noise on your line. dial 17070 option2 ,called quite line test, from landline phone. should be silent but slight hum normal on cordless phone.
4) please post adsl line statistics
ADSL Line Statistic Help:
If you have a BT Home Hub like the one below...
Then:
1) Go to http://192.168.1.254 or http://bthomehub.home
2) click Settings
3) Click Advanced Settings
4) Click Broadband
5) Click Connection or sometimes called ADSL (see picture Below)
The direct Address is http://bthomehub.home/index.cgi?active_page=9116 (for bthomehub3.A firmware ending in 1.3)
or http://bthomehub.home/index.cgi?active_page=9118 (for bthomehub3.A firmware ending in 94.1.11)
You will need to copy and past all the adsl line statistics ( Including HEC, CRC and FEC errors). You may need to click " More Details"
If you have a HomeHub 4 then the majority of the ADSL Stats shown in the previous Hubs will not be there.
There are more useful links on Keith's website here: If you have an ADSL connection, please select this link
Don't have a BT Homehub/Voyager?
• http://192.168.0.1 for a netgear router and look for ADSL adsl statistics with information like noise margin and line attenuation, connection speed
• http://192.168.2.1 for a belkin router and look for ADSL adsl statistics with information like noise margin and line attenuation, Data Rate
cheers
I'm no expert, so please correct me if I'm wrong

Freestyle 3200 - Unable to select call centre menu...

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