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BT Limbo need BT Bens email address

:crap: :mad: :mad: I have a new ADSL line with sync on the modem but since the new line was installed on Tues I cannot connect to my ISP or the BT test account. BT Wholesale say the line is fully activated (but have quoted 2 different versions of when this happened) but have not updated their system so my ISP despite repeated attempts keep getting the fault report being rejected. My ISP has tried to escalate it within BT wholesale but the lines are busy and even when they have got through it has yet to have any effect.


Could someone PM me the BT head man's email address before I take a shotgun to the local exchange.
 
Kommando said:
:crap: :mad: :mad: I have a new ADSL line with sync on the modem but since the new line was installed on Tues I cannot connect to my ISP or the BT test account. BT Wholesale say the line is fully activated (but have quoted 2 different versions of when this happened) but have not updated their system so my ISP despite repeated attempts keep getting the fault report being rejected. My ISP has tried to escalate it within BT wholesale but the lines are busy and even when they have got through it has yet to have any effect.


Could someone PM me the BT head man's email address before I take a shotgun to the local exchange.


I don't think you are going to get anywhere with that approach. Fo heaven sakes its only been a few days. Don't you think its reasonable to give them a chance to fix it first. Try having a bit of patience.
 
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Sorted by Ben, BT messed up the ADSL link from the exchange outwards so my logins went nowhere but with no way to report the fault it took intervention from the powers that be.

Web Buddy the point was that BT were never going to sort this out as their systems were in a tiss, with the overload at BT Wholesale no-one was even answering the phone to the ISP on friday let alone sorting it out, not my fault my exchange got enabled at the same time the distance rules were changed which overloaded BT Wholesale.
 
Kommando said:
Sorted by Ben,

He is something special wonder what other CEO would do as much for customers of other ISPs or those just trying to get BB. I have to admit I admire his work on this he seems to be always willing to be aproached with problems and seems to get the job done.
 
Kommando said:
Sorted by Ben, BT messed up the ADSL link from the exchange outwards so my logins went nowhere but with no way to report the fault it took intervention from the powers that be.

Web Buddy the point was that BT were never going to sort this out as their systems were in a tiss, with the overload at BT Wholesale no-one was even answering the phone to the ISP on friday let alone sorting it out, not my fault my exchange got enabled at the same time the distance rules were changed which overloaded BT Wholesale.




I am certain your problem was sorted by the normal process. It just needed a little patience from you. To go charging like a bull in a china shop because your problem was no fixed in 3 days is silly. You have to give a company reasonable time to fix a problem and 3 days is not reasonable. Get things into perspective. The so called Ben's email adress is in the public domain and is not actually Ben's personal BT email address in any case.
 
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Web Buddy said:
I am certain your problem was sorted by the normal process. It just needed a little patience from you. To go charging like a bull in a china shop because your problem was no fixed in 3 days is silly. You have to give a company reasonable time to fix a problem and 3 days is not reasonable. Get things into perspective. The so called Ben's email adress is in the public domain and is not actually Ben's personal BT email address in any case.

Have to say Web buddy you are wrong here Ben does get these emails and responds in many cases he has used his phone to reply as they have said so in the replys.
 
That's impressive (phoning back), but I'm sure a lot of people would be asking why the head of a 15 billion pound company is spending his time doing rather basic customer service chores. :confused:
 
Bob2002, if Ben did not reply to his emails and help, then people would be criticising him for not helping or caring about customers. He like any CEO relies on his staff doing their job - It is a reflection on his good nature that he gets involved.

Why cant members acknowledge when people in positions of responsibility make an effort, instead of taking the opportunity to moan about them :(.
 
The head of a multi-billion pound company should not be manning the phones - that's what he employs other people to do. :confused:
 
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He doen't man the phones, he uses them to sort things out. Anyway, he's the boss so he can do anything he wants until the Board/ shareholders decide to boot him out.

He sorted my BB out and I think he is a good guy.
 
Bob2002 said:
That's impressive (phoning back), but I'm sure a lot of people would be asking why the head of a 15 billion pound company is spending his time doing rather basic customer service chores. :confused:

Yes I would be very worried if he was spending his time dealing with people that there service had not been fixed within 3 days especially when they had bypassed totally any complaints procedure. I am amazed people think he is personally responding to the thousands of emails that go to this email address
He would not even have time time to read them all each day let alone do anything with them. I would be seriously concerned if a CEO was wasting his time on that. Still when people want to believe things they do.
 
quote "I would be seriously concerned if a CEO was wasting his time on that. Still when people want to believe things they do."

Web Buddy, why would you be concerned? Are you a majority shareholder in BT? The running of the company has nothing to do with you or I.

As for replying to emails, I have personal emails from Ben going back to when I asked him to assist me.

In my workplace, our Regional Director thinks nothing of calling customers to sort their concerns out. I also know our Chairman does the same.

What's your real gripe with Ben, and why do you seek to criticise him so much? Why not congratulate people who help others:(

In my experience, when you have a problem, you should always go to the top!
 
rruwalton said:
quote "I would be seriously concerned if a CEO was wasting his time on that. Still when people want to believe things they do."

Web Buddy, why would you be concerned? Are you a majority shareholder in BT? The running of the company has nothing to do with you or I.

As for replying to emails, I have personal emails from Ben going back to when I asked him to assist me.

In my workplace, our Regional Director thinks nothing of calling customers to sort their concerns out. I also know our Chairman does the same.

What's your real gripe with Ben, and why do you seek to criticise him so much? Why not congratulate people who help others:(

In my experience, when you have a problem, you should always go to the top!

No you should go through the normal process. Only when you have exhusted everything else do you go to the Top.

I have nothing against Ben & he is certainly not answering all these emails.. If people choose to believe he is thats up to them. He should not be doing that & he does not do that. He runs a good PR department though.
 
He runs a good PR department though.

:D

No you should go through the normal process. Only when you have exhusted everything else do you go to the Top.

No way. Regardless of what the business is, I always try and find where the buck stops, and contact that person. If I have a problem with a service I will not waste my time by doing anything else.
 
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I'm sure these emails are screened or he has some form of assistance in dealing with them, given the volume of mail he must get I'd imagine it would be necessary.

Having said that there is plenty of evidence to show he get's personally involved in some cases and has done for a considerable length of time, and greatly helped many people who otherwise would of never got any further in their quest for adsl. Anyone wandering around adslguide.org would know this, can't fault the guy in that department!
 
phill said:
I'm sure these emails are screened or he has some form of assistance in dealing with them, given the volume of mail he must get I'd imagine it would be necessary.

Having said that there is plenty of evidence to show he get's personally involved in some cases and has done for a considerable length of time, and greatly helped many people who otherwise would of never got any further in their quest for adsl. Anyone wandering around adslguide.org would know this, can't fault the guy in that department!


I would expect him to get involved where their is a serious issue but he is not going to get involved where people are just complaining their ADSK has not worked for a few days or similar issues all that will happen to those and about 99% of the others is they will be passed back to the relevent department to deal with.
 
Hi All,

Just my little bit.

I DID go through the relevant channels before going through to Ben. He replied via his Blackberry within a few hours. He passed all my details to Alison Ritchie, the chief broadband officer, and she dealt with it via neccessary channels and here representatives. This gave me successful 512 service in December 2003.

My only other issue was when trying to upgrade to 1Mb in September 2004, when BT wholesale mucked up. On this occasion I went through to the person who helped me with the 512 via email and not bombarding him with phone calls even though he gave me his mobile telephone number. He sorted my 1Mb out as quickly as he did my 512.

My point is I agree with both arguments here and do say, you should go down the channels to start like any customer of any company. You wouldnt go to PC World head office to buy the same product in the local store would you? (Not that I would suggest buying from PC World, but thats another kettle of fish :) )

Only when you have exhausted the proper channels would I suggest you went higher within the company (in this case) BT.

Ben Verwaayen is a credit to BT.

Jusy my 2 pence worth!!

Ray
 
Please can someone ask Ben for me too. I dont know why however my DSL line went mad about two weeks ago last thursday, since then I have been unable to connect to my DSL and have had to run up a quite supstantial phonebill for dialup in order to send emails off. I phoned requesting an engineer, and one came 3 days later, checked the line, replaced the boxes...etc and left. No DSL. Phoned the ISP up (Nildram) who accelerated it again to BT, BT closed it immediately. I then got a garbled message from a phone engineer saying it was an exchange issue and they apologisied. Attenuation went up to 17.4dB on the downstream, still no connection. Phoned the ISP and they raised the issue with BT again, phoned BT, they said it was a wholesale issue and there was nothing they could do. Cost so far?

1/2 month of broadband access, 130 hours of dialup access, 1 new modem because I was told my old one must now be incompatible. I am really upset and I need to run my business from home and frankly this is dissapointing and irritating to say the least. Someone call SuperBen! Please.

Cris

nb. Its been 14 days+, Im not being impatient I feel :/
 
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