Quick question

Danni · May 26, 2008, 13:37:23

Does anyone know the name of the code BT need to give me to enable broadband on the new phone that I need to give to IDNet?

Danni · May 26, 2008, 13:42:18

Okay, BT Engineer is calling back in 5 minutes. An answer before then would be very useful

Danni · May 26, 2008, 13:46:33

Okay, got the order number which I needed. Now to contact IDNet

Simon · May 26, 2008, 13:55:15

Not really sure what code you wanted, Danni, but are you sorted now?

Danni · May 26, 2008, 15:29:15

I think so. I will find out tomorrow when IDNet get back to me (I emailed them).

Rik · May 26, 2008, 15:38:12

It's a simultaneous provide code, Danni - sorry I wasn't here at the time.

Sebby · May 26, 2008, 16:10:45

Glad it's sorted. IDNet here you come.

Dangerjunkie · May 27, 2008, 16:25:50

Hi Danni,

Hope it's all sorted. The correct term I for what I think you're looking for is a "CSS reference" though the sales person at BT that processed my order just called it an "order number." From memory it's a couple of letters, some digits and a couple of letters but I could be wrong.

Cheers,
Paul.

Danni · May 28, 2008, 14:07:56

Unfortunately, BT gave me the wrong code, and I'm too scared to ring again now.

I did send them a message through the website but they've yet to respond.

Rik · May 28, 2008, 15:48:34

Email the CEO, Danni. Explain your problem with using the phone and emphasise your dependence on the 'net. He's renowned for getting involved and getting things sorted. ben.Verwaayen@bt.com

Danni · May 28, 2008, 17:11:03

Thanks Rik

Now I just need to think of a way of writing the email... which is easier than making a phone call!

Danni · May 28, 2008, 17:14:31

Another quick question- has anyone got any idea what to put in the subject line? I can write the email well enough, but can't think of a subject.

Inactive · May 28, 2008, 17:17:19

I would just put something like;

Suitable Alternative to Telephone Access.

or something on those lines Danni..

Rik · May 28, 2008, 17:20:01

One quick draft..

Dear Mr Verwaayen

I apologise fron contacting you directly, but I am experiencing problems which your staff seem unable to resolve.

I shall shortly be moving into a new flat, and have arrange for the installation of a new telephone line and, at the same time requested the necessary code for a simultaneous provide of ADSL, so that I may pass that to my chosen ISP.

For medical reasons, it's extremely difficult for me to use the phone, and the stress of trying to extract the required information from staff who do not seem aware of the concept has been quite harmful to me. I have tried making contact via the website, but this has not produced any result.

I should be grateful if you could arrange for someone to look into my case, and to contact me with the necessary code as it is vital that I have Internet access when I move.

(add personal details here, name, new address, contact info, and reference numbers from BT).

Thank you for any help you can offer.

Danni · May 28, 2008, 17:24:53

Thanks Rik

I'll combine the stuff in my draft with yours (which is much better than mine) and hopefully I'll get somewhere.

I didn't dare try ordering the line online as I'm still waiting for them to fulfil the order from last year for this flat!

Rik · May 28, 2008, 17:26:52

I can understand your feelings. It used to be much easier to deal with BT.

Danni · May 28, 2008, 17:51:32

Email sent. Hopefully I'll have one less thing to worry about soon.

Rik · May 28, 2008, 17:52:57

Ben got someone out to fix a line for a member on a Sunday, Danni, he really does take his job seriously (shame he's going in many ways).

Danni · May 28, 2008, 18:11:02

Just got a reply saying he'll ask the high level complaints team to look into it

Rik · May 28, 2008, 18:13:48

That should budge things for you, Danni. Well done.

Danni · May 28, 2008, 18:24:52

Thank you, Rik

It's a shame we can't give Karma to those not on the forum...

Rik · May 28, 2008, 18:28:11

You can always drop him a thank you when things are sorted, I'm sure he'd appreciate it.

Dangerjunkie · May 28, 2008, 18:30:39

Hi,

Glad to hear it sounds like you're getting some progress.

Another thought... To call a textphone number for the deaf do you need a genuine textphone or could it be done with a modem? If it would work and you'd find it easier than talking to them I have at least one spare analog modem you'd be welcome to have.

Cheers,
Paul.

Edit: It appears that a V.21 modem can be used with suitable software. http://rm3-ndcs.torchboxapps.com/family_support/technology/types_of_technology/communication_technology/textphone_software.html
I haven't located a linux package but I'm sure there must be one.

drummer · May 28, 2008, 18:38:50

I seem to remember reading that Ben Verwaayen is leaving BT at the end of this month. Shame really as he almost made BT seem like a reasonable company.

Danni · May 28, 2008, 18:39:24

Quote from: Rik on May 28, 2008, 18:28:11
You can always drop him a thank you when things are sorted, I'm sure he'd appreciate it.

I will do- he's leaving on Sunday, so you'll need to find the email address for his replacement ( Ian Livingston) and hope he's as helpful and nice

Rik · May 28, 2008, 18:40:14

I agree, Drummer, he's always been approachable and willing to listen to customers' problems. I doubt his successor will be as receptive, but maybe I'm a pessimist.

Rik · May 28, 2008, 18:41:16

Quote from: Danni on May 28, 2008, 18:39:24
I will do- he's leaving on Sunday, so you'll need to find the email address for his replacement ( Ian Livingston) and hope he's as helpful and nice

ian.livingston@bt.com.

Danni · May 28, 2008, 18:45:28

Quote from: Dangerjunkie on May 28, 2008, 18:30:39
Hi,

Glad to hear it sounds like you're getting some progress.

Another thought... To call a textphone number for the deaf do you need a genuine textphone or could it be done with a modem? If it would work and you'd find it easier than talking to them I have at least one spare analog modem you'd be welcome to have.

Cheers,
Paul.

Edit: It appears that a V.21 modem can be used with suitable software. http://rm3-ndcs.torchboxapps.com/family_support/technology/types_of_technology/communication_technology/textphone_software.html
I haven't located a linux package but I'm sure there must be one.

Most companies I deal with I can contact by email (it's one of my requirements) and I can use the telephone in most emergencies. It seems like BT are one of the few companies where this isn't really possible. I have looked into the textphone option before, but it hasn't been necessary up to now.

Danni · May 28, 2008, 18:46:17

Quote from: Rik on May 28, 2008, 18:41:16
ian.livingston@bt.com.

Sebby · May 28, 2008, 18:47:41

Well done Ben. It inspires confidence when someone of that position takes an interest.

Simon · May 28, 2008, 21:25:01

Now Ben's going to be out of work, maybe we should ask him to join the forum?

Sebby · May 28, 2008, 21:59:48

That's an idea...

scook94 · May 28, 2008, 22:12:46

Quote from: Simon on May 28, 2008, 21:25:01
Now Ben's going to be out of work, maybe we should ask him to join the forum?