Posts Tagged ‘phone lines’

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.

Our Telephone Nightmare

Friday, September 16th, 2016

Just to say, Steenbergs is still here and open for business.  But please email us, call us on 01765 640 101 or use our website – www.steenbergs.co.uk.

BT has, however, switched off our main phone line – a business nightmare – so we cannot even put a divert on to a mobile or the fax line (01765 640 101).  There was temporary one before they switched off our main number.

It is all part of the move to our new premises for the admin side and tea.  We’re trying to move from the old copper wires to a cloud-based system – and we’re paying for it already – but unfortunately BT have not managed yet to connect us up or  provide us with any of the necessary equipment.

And now they’ve cut off the line!  What a shambles.  We should have stayed with Chess Telecom (perhaps).

The project management side problem is that they have moved the lines around before they’ve done the internal work.  That’s not how they’re meant to do it, because (having spoken with their engineers) they’re supposed to do the internal work then ring through for the network to move the numbers around.  In our case, they’ve moved the numbers before doing the work.

I know we’re not the only ones who’ve ever had problems with BT, nor will we be the last, but please bear with us while we try and unpick the mess.

For the techies:  we’re getting 2 lines of optical fibre to the premises for broadband at 80GB (we’ve got this), 2 x ISDN lines with 4 channels, 4 x Avaya digital phones with Avaya system, with 3 phones in one unit (11 Hallikeld Close) and a VPN to the our second, original unit (6 Hallikeld Close).