Posts Tagged ‘BT’

Steenbergs Phone Lines – Update

Thursday, December 8th, 2016

Finally, we’re almost at the end of the saga of Steenbergs’ phone lines.  After complaining to BT’s Chief Executive, because none of our other complaints succeeded in getting any traction, we have been slowly moving towards achieving what we originally ordered in May this year.

Yesterday, the ISDN lines were completed (2 lines, 4 channels), the switch and phones completed and the Internet phone set-up (Avaya switch and phones); we’ve had 80GB optical fibre installed direct to both units for really fast broadband.  We are not actually moving the phone numbers over until 16 December, so the new system is on a dummy number for the moment.

But after 7 months, we may finally get a functional phone and broadband system – it’s been a long gestation period with lots of turbulence along the way, but hopefully it will be worth the wait.  Not a bad level of technology for rural North Yorkshire.

Dear BT, Are You Still There?

Monday, September 19th, 2016

Dear BT

Please BT can we have our phone line back. You tried to transfer our phones to a new building (11 Hallikeld Close) last week but could not do the engineering work, so we arranged for a divert on our lines to a mobile; mobile signal is not great out here in the styx, but it allowed us to keep going.  But now you’ve cut us off, deleting our phone number of many years, a typing error no doubt in one of your databases.  Can we have our number back, please, that would be a great start?

Please BT could you, also, ring us back.  We’ve been trying to talk with you for over a week now, but strangely your phones don’t seem to work and we never get the promised for call backs.  It seems you’re not happy to talk things through, or sort out the mess you’ve made with the business move – to me it seems quite simple, if only you’d let us explain.  I did manage to speak to the Project Manager briefly, but he said he’d something Higher Priority to do – thanks, that was a special moment – and then deleted our phone number.  Must be something we did.

Please could you check the contract we signed with BT back in May.  You don’t seem to be able to find it, but I’ve got a copy that shows me what we ordered quite clearly; it came by email.  Your accounts team seem to have a copy because they’ve been billing us and taking the cash by direct debit straightaway for the kit we’ve not got (Avaya system and phones) and the service we’ve never been provided.  I can even give your the contract number.

Let’s just talk.  But don’t ring our phone number, because you cut that off.  Perhaps a letter would be best, because I don’t seem to get your emails either.

Thanks.

Steenbergs

PS The broadband’s great.  Just need voice to be routed down the fibre.

 

UPDATE on 21 September 2016 

We have our phone number back – hooray. This is currently being routed through Sophie’s mobile phone but at least no longer getting this number is not recognised! Temporarily we’ve switched our fax line to being a phone line so if you’d like to call us we’re on 01765 640101. There is a plan in place to sort the whole system out, but no timeframe as yet. Please bear with us. We are still here and are doing our best to respond in a timely fashion.

BT Has Let Us Down

Tuesday, February 16th, 2010

Many apologies for anyone trying to reach us by email at the moment but currently Steenbergs has no internet service at the factory. The website is not down and is still fully functioning and we are able to access orders from a site elsewhere – this service is not affected by BT.

The problem is due to what should have been a simple upgrade service on Sunday which sadly went awry. 48 hours later and BT has currently “forgotten” to book a service engineer (promised yesterday) and so we have been let down again.

We do have the telephone service and faxes are getting through, but we currently have no access to our emails so many apologies if you are expecting an answer. We aren’t being dilatory we just haven’t received the email.

I seem to remember that when we moved into the factory 3 years ago we ended up having similar issues and ending up being dealt with by the Customer Services Main Board Director’s Assistant.

It does seem staggering in the age of technology that these disruptions in service can still occur and with such apparent lack of priority and follow through!

Will keep you informed.

Update 17/2/2010 at 3.15pm:  After two engineers being out here since 8.30am this morning, BT have fixed the faulty transmission equipment at the Melmerby Exchange and Steenbergs is finally reconnected to the ether.