Unable to Access Calling Features or Calling Plan ...

Question

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.

Answer 1

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.
Phil