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[kittyandpolly]

Thank you. Outside of this immediate issue, which is naturally the top priority for everyone affected by it, can you please help to get me answers on the following :-

1. Please clarify what support is available over the weekend when issues of this nature arise ? People made calls, I logged a ticket, and nothing.  What is the best route to use to request support  and what is the service level ? 

2. Who can we contact to raise a  formal complaint about this issue and request compensation ?

Thanks,

Paula

[CharlotteBT]

Hi Paula,

We have 24/7 technical fault support, so you should have been able to raise the fault over the weekend and this will have been investigated by our back office teams. If you weren't able to do this, please let me know and i'll look into this.

If you provide your email address (via private message) i'll contact you to discuss your issues in more detail.

Thanks

Charlotte

[SmartStork]

I have been trying to access my e-shop all weekend and again today but no luck. This and similar problems have happened before and while I understand that from time to time problems do occur, BT never get on top of them quickly. When you pay a premium to contact them to report the fault they only ever come back to me denying that it is there fault and always blame something at my end - then in a few days or sometimes a week later it gets fixed, I assume because enough people end up shouting about it! We will see how long it takes them to fix this problem.

[hairneedsmee]

HOORAY!

I can access my eshop back office again - thankyou to whoever at BT flicked the switch back on, dont leave it so long next time some of us still work at weekends

Angela

[thoseoldrecords]

The service is back up and running. This outage was in the region of 48 hours and has caused some serious concern. My main issue is over the monitoring of systems.  Is there a series of checks made on systems or do you wait until something happens. Surely the best policy is to ensure continuous service thereby reducing the whinge factor when something screws up. The technical team were superb and have communicated updates to me. We are where we are but I would like someone from the team to explain what has happened, whether we run the irsk of a reoccurance and some kind of an assurance that these systems will be checked over weekend periods.  Chris - Those Old Records "Keeping Vinyl Alive"

[kittyandpolly]

E-Shop team,

I sent you two messages this week as a follow up to this issue but have heard nothing back. 

Please can you ensure that someone gets back to me as a priority next week

Thanks,

Paula

[UniteBA]

The sevice is just bad all round. I signed up with BT expecting a good service from such a major company but I'm left with a website that I can't update (ESW will not publish - AGAIN), so I'm paying for something that is useless.

Like a previous user said - you get onto the tech support desk and their immediate answer is that it's a problem at the user end; well that's a whole lot of se... There IS a problem at the user end - namely that the user can't access the services he's paying for because it's messed up at the BT end.

Jeez, what is it gonna take to you guys to get your act together and provide a reliable, easy to use, bug-free service? It can't be that difficult as it's YOUR JOB and what we're PAYING FOR!

[kittyandpolly]

Dear E-Shop team,

I have sent 3 messages to Charlotte as advised. Nearly a week and a half later no one has even had the courtesy to reply to a single email. This is exceptionally bad service.

Please advise who I can escalate this to, as this just isn't good enough.

Patiently waiting a response

Regards,

Paula

[CharlotteBT]

Sorry Paula - please see your inbox for my response.

Thanks

Charlotte