Offline team, do they actually exist???????

Hi
Does anyone know how I can get in contact with the offline team?
We had an issue with our phone line and broadband which was caused by an engineer connecting up the wires incorrectly, this meant we had crossed lines and no broadband access for nearly a week and half.
We contacted BT on the first day the fault occurred and were told that the fault would be fixed the next day. It wasn't so we contacted BT again and were then told that it wouldn't be repaired until the Friday of this week. Obviously we weren't very happy about it but we left it at that. By Friday it still wasn't fixed so we rang again only to be told that it would be Saturday now before it would be repaired. Again Saturday came and it still wasn't repaired so we again rang BT who said by midnight on the Monday night it would be fixed. By Tuesday morning it still wasn't fixed so we called again but they couldn't give me any idea when the problem would be resolved. I was told someone would call me back within 4 hours but they never did, surprise surprise. We then phoned later that night and was told that an engineer would come on Wednesday but they couldn't give us any idea of what time. As I was at work all day, my husband had to cancel his appointments as he is self employed and had to wait in. The engineer did arrive and the issue was resolved on the Wednesday.
I then rang earlier this week to sort out the rebate on the account, they told me that the maximum I would be able to get would be £10 even though we had been without a phone or internet for 9 days!!! I told them this wasn't acceptable and I asked to speak to a manager. I was told the manager was busy and they would call me back within 5 - 10 mins, after 30 minutes I had not received a phone call so I called back myself. I got told this time that I would be refunded £0.90 for every day we were offline!!! I again told them this wasn't acceptable and asked to speak to a manager again. However this time I ended up with the billing department which to my relief was a UK call centre. I eventually got the rebate on to my account sorted and the guy I spoke to informed me that a complaint had been raised with the offline team on my behalf due to the problems that we had encountered. He then told me that the offline team would contact me within 48 hours which should have been Thursday of this week. By yesterday I hadn't received a phone call so I called BT yet again, I asked to be put through to the offline team but I was told that they couldn't do this. I was also told that nothing had been raised with the offline team, as she couldn't put me though to anyone she emailed my details to her manager who is apparently going to look in to this contact me.
As you can imagine I am now getting extremely frustrated with this. I sent an email through the BT website apparently to the complaints department yesterday and received a phone call earlier today which again was a waste of time. She told me that she could organise a rebate but this has already been sorted but she can't give me a contact no. for the offline team or put me through to them.
I am now at a loss of who to contact, I need to reclaim the money that my husband lost for not being able to work and the inconvenience that has been caused by an engineer and I want some action taking against the incompetent people that work in the BT call centres.
If anyone has any ideas or a no. for the offline team please let me know.
Thanks
Karen :-((

Hi
I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

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