BT Dec-16 Forum Dashboard
Report generated on 12/21/2016 6:04:02 AM
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1001
Queries This Month
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Baseline = Q1 2014
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Top 5 reasons posted yesterday versus previous 7 days
| Company | Reason | Vol Yesterday | Vol Last 7 Days | % Vol Yesterday | % Vol Last 7 Days | % Variance |
|---|---|---|---|---|---|---|
| BT | Account | 5 | 11 | 14.3% | 4.6% | 9.6% |
| BT | Contract | 4 | 10 | 11.4% | 4.2% | 7.2% |
| BT | Billing | 3 | 5 | 8.6% | 2.1% | 6.5% |
| BT | Service | 4 | 18 | 11.4% | 7.6% | 3.8% |
| BT | Package | 3 | 13 | 8.6% | 5.5% | 3.1% |
Top queries received yesterday
| Date | Category | Reason | Sub Reason | Subject | Question | URL |
|---|---|---|---|---|---|---|
| 2016-12-20 | Account & Billing | Account | Bar | Outgoing premium rate calls that were never made | I just noticed 2 premium rate outgoing calls on my landline bill for over £30 They were made in the early hours to 0909 and 09828 numbers. I know I didn't ring these. Of course the BT approach is that they don't make mistakes, their system is 100% accurate, and someone must have made the calls. From what I can see on various forums, there is an ongoing problem here. There seem to be dozens of customers like me getting the same response. I suspect what is happening is that some malware/trojan or similar is making these calls. So as far as BT are concerned the calls have taken place and they want their money. My complaint is that they are not recognising there is a problem here. Some scammers are making thousands and I think it is up to BT to work with their customers to put some protection in place. I'm very interested to know how many others have experienced this. If there is enough of us, maybe we can pursuade BT to do something! | View |
| 2016-12-20 | Account & Billing | Account | Allowance | Impossible amounts of data usage ....! | Hello All, Would love some help with this one please.. I'm a completely new customer and had BT TV, Broadband and Phone set up and started using on 15/12/16; Now according to BT in the space of 5 days (15/12/16 - 20/12/16) I have used 30GB of data.. This simply is not true, I have watched a couple of things on netflix, surfed the net for infrequent and short periods of time, thats it. I've sent a complaint email as I'm actually shocked this is how new or existing customers are treated.. Love some help! Ben | View |
| 2016-12-20 | Account & Billing | Account | Nuisance Calls | Nuisance calls jamming landline | Is there any way of stopping nuisance calls such as withheld numbers that constantly ring therefore jamming the line? My phone line was jammed for over 2 hours with calls so that other people could not get through. Even though I have call barring etc. it did not stop the calls and only stopped the ringing! This was done in connection with a credit card fraud. | View |
| 2016-12-20 | Account & Billing | Contract | Cancel | Cancelled orders not cleared on your system | Hi I have tried on three different occasions to have orders on my account cancelled (on the last attempt I spoke to three different departments...). I was assured each time that within 24 hours the orders would disappear from my account - they haven't and it's a week since I last called. The open orders are preventing my new ISP from taking over the service. Could someone please take a look at this for me and get the orders removed properly? Thanks very much. | View |
| 2016-12-20 | Account & Billing | Contract | Confirmation | Confirmati on of Premium Rate Call Barring | Good evening, I've asked that my phone be barred from making calls to Premium Rate numbers. Whenever I speak to a BT Customer Service Advisor, they assure me this is in place, but it never appears on the package section in my quarterly bill. I'd really like this confirmed in writing in case, like others on here, I'm accused of making a Premium Rate call. Is it really beyond BT's capability to add this to the bill each time? Or, perhaps it's a dastardly plot! | View |
| 2016-12-20 | Account & Billing | Contract | Renewal | Re: Line rental saver renewal problem | I have had the same problem @egward53 . Directed by an email from BT with a link to their online order form, I tried to renew advanve line rental saver online. However, the online order form - prior to placing any order - already stated that My Free Calls to BT Mobile had been removed! Confused by this, I called BT. None of the agents, supervisors and managers I spoke to had any idea what the issue was. As soon as the word "web" was mentioned they went into their usual nothing-to-do-with-me mode. Some, as usual, clearly tried to guess at an answer, which is never helpful. Others told me to contact the web team via web chat. I contacted web chat. And after a long wait to get through the subsequent chat went on for 3 painful hours - being pushed from pillar to post and with no-one really grasping the issue or taking responsibility. The last agent said that I needed to call the UK to get the web problem resolved. (I will be passing the chat transcript to BT). Round and round and round in circles. So the ability to renew line rental saver online stilll remains a problem. I have had line rental saver for a couple of years and it is usually up for renewal in January. Last year I renewed line rental saver on 18 Dec 2015 and it started from 14 Jan 2016 the day after the previous year's line rental saver period expired. I called BT again to renew line saver "manually" over the phone and avoid the erroneous online form. I was told that the line rental saver would start immediately at the new (higher) rate and that the line rental saver I had paid in advance until 13 Jan 2016 would be refunded. This is completely different to how previous years were processed. Is the information I have been given correct? | View |
| 2016-12-20 | Account & Billing | Billing | Credit | BT affected my credit score | I had a problem with BT, I manage to solve it, but..my credit history is affected because of that problem. What should I do ? | View |
| 2016-12-20 | Account & Billing | Service | Poor Service | Overcharge d on my Bill, overseas Billing call centre unable and unwilling to help | I was wondering if anyone could help me out by getting me direct contact with a UK based human being that can deal with my issues? Not a link to the chat or the generic number which just gets you through to India as I have gone down that route already. I have contacted Billing several times about this but it always breaks down due to communication issues or they tell me it will be sorted when my bill comes. Today I had two members of the billing team hang up on me, the second was a manager who said he couldn't make any changes as I had agreed to them, even though I explained I was told to accept the charges and they would issue them as a refund, he wouldn’t listen and just spoke over me. My BT Vision+ box stopped working last month, the insides of the box burnt. This is a known issue with these boxes. I contacted BT to get a new box sent out. The lady in the Indian call centre took an age to make the distinction between a BT Vision Box and a Home Hub and we went round in circles for several minutes. She said that she had placed an order for a new YouView Box, this was logged as a note on my file. I was told there would be a charge to deliver as that’s the only way for it to be sent but I would get it back as a refund. Two weeks later no box. Contacted BT who said that there was no order made but they could see the notes. My first call was to someone that hung up on me when I asked if I could speak to a manager to complain that I my order hadn't been placed. This happens often when asking to speak to a manager as I feel that they think they will get in trouble. Got through to the UK call Centre, they said a manager would investigate and call me back within the hour and would arrange the delivery fee to be refunded as well as compensation of sorts and refund for services not used due to no box, no call back. The next day I called again and the order was placed, this person explained the fee but also told me that I could contact billing when I get my next bill and get it refunded along with the other charges. Long story short I have been charged the delivery fee, charged for the period where I couldn't use the services and no extra compensation as an apology, all charges I was told by several members of staff that I would get refunded. I have tried to contact the Billing but the team are useless and unhelpful as stated above when the manager hung up on me. I realise this is a long post but would be greatful if anyone on the Mod team could make it possible to speak to a human based in the UK. I want to send this to OFCOM and complain to BT through their complaints procedure but feel that it would just fall onto deaf ears. I am thinking of leaving BT in six weeks when my contract finishes. The longer I am with BT the more it is costing me, no loyalty for long time users. I'm just concerned that switching to Virgin would take too long as my partner often works from home and needs internet access. BT is great, until something goes wrong. | View |
| 2016-12-20 | Account & Billing | Service | Report Fault | My exchange | Hey can anyway tell me if they know what's happening at my cabinet there is 2 fibre cabinets right next to each other have been for a while but now there digging all the road up round them again am ml11 | View |
| 2016-12-20 | Account & Billing | Service | Escalation | Please please please can someone help me?!? | So, here's the whole story... I cancelled my BT package last April however I was bills until June and ever since I have received emails stating that I owe BT different sums of money. I have spoken to different people who work for BT on at least half a dozen of occasions who have all promised me that I don't need to pay BT and that they were going to refund me. A couple of calls ago I received a promise from a guy claiming to be in charge of customer care and assured me that I wouldn't hear from BT again. Surprise surprise. Another email again this morning. It's starting to actual make me feel ill and depressed. It's like I've borrowed money off of a loan shark. They last email mentioned sending debt collectors to my house. Has anyone else experienced anything like this before?? Any advice would be really appreciated. I'ts not even a large sum of money. But if I pay this money that I'm not supposed to pay then what's to stop them from charging me again? And again? And again? Lots of love to anyone who can help. All the best. Tom | View |
| 2016-12-20 | Account & Billing | Package | Query | Re: Can I upgrade from ADSL Max to ADSL2+? | Would it be possible to migrate my account to ADSL2+? I've been through the checker and it appears to be available to us. Thanks. | View |
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What's Going Up
| Word Relationship | Vol Previous Month | Vol Current Month | % Vol Previous Month | % Vol Current Month | Change In Vol | Direction |
|---|---|---|---|---|---|---|
| bt->service | 6 | 26 | 0.57% | 2.60% | 2.03% | ⇧ |
| i_am->hoping | 3 | 22 | 0.28% | 2.20% | 1.91% | ⇧ |
| told->bt | 4 | 16 | 0.38% | 1.60% | 1.22% | ⇧ |
| every->time | 15 | 26 | 1.42% | 2.60% | 1.18% | ⇧ |
| factory->reset | 10 | 21 | 0.94% | 2.10% | 1.15% | ⇧ |
| two->months | 5 | 16 | 0.47% | 1.60% | 1.13% | ⇧ |
| no->longer | 18 | 28 | 1.70% | 2.80% | 1.10% | ⇧ |
| i_would->like | 5 | 15 | 0.47% | 1.50% | 1.03% | ⇧ |
| will->call_back | 2 | 12 | 0.19% | 1.20% | 1.01% | ⇧ |
| can->advise | 7 | 16 | 0.66% | 1.60% | 0.94% | ⇧ |
What's Going Down
| Word Relationship | Vol Previous Month | Vol Current Month | % Vol Previous Month | % Vol Current Month | Change In Vol | Direction |
|---|---|---|---|---|---|---|
| bt->hub | 84 | 60 | 7.93% | 5.99% | -1.94% | ⇩ |
| fault->line | 26 | 7 | 2.46% | 0.70% | -1.76% | ⇩ |
| anyone->else | 45 | 25 | 4.25% | 2.50% | -1.75% | ⇩ |
| new->hub | 53 | 33 | 5.00% | 3.30% | -1.71% | ⇩ |
| new->bt | 45 | 26 | 4.25% | 2.60% | -1.65% | ⇩ |
| can_not->even | 17 | 2 | 1.61% | 0.20% | -1.41% | ⇩ |
| how->get | 30 | 15 | 2.83% | 1.50% | -1.33% | ⇩ |
| i_am->now | 18 | 4 | 1.70% | 0.40% | -1.30% | ⇩ |
| i_am->getting | 37 | 22 | 3.49% | 2.20% | -1.30% | ⇩ |
| broadband->package | 21 | 7 | 1.98% | 0.70% | -1.28% | ⇩ |
Current Month = Dec-16
About this dashboard
This dashboard gives an analysis of the queries that have been asked at https://community.bt.com
We perform this analysis by automatically classifying the post title and question into a category, reason and sub reason which can then be used to measure performance against a historical baseline and competitor results.
CXInsight.co.uk uses the latest data mining techniques to extract customer insight from social media providing a platform to drive better business decisions.
Using a combination of web crawling, information extraction, text analytics and business intelligence, CXInsight.co.uk brings structure to unstructured content and turns conversation into meaning and actionable insight.
To find out more get in touch at info@cxinsight.co.uk