Måned: juni 2009

Thank you for your time and patience in writing back to us. Your e-mail dated 18th June '09 has been logged under the reference number VOL011-20526903133.

I am sorry to learn from your e-mail that you have an issue with the smart phone that you were supposed to receive when you upgraded to broadband anywhere. I apologise for the inconvenience caused and would put my best efforts to resolve this issue in the best possible manner.

Due to the apparent nature of this issue and to take a step towards resolution, I feel it would be beneficial for us to call you to discuss this further, allowing us to get to the root cause of your problem ensuring that it gets fully resolved without further delay. I have arranged a

callback and one of our Broadband Technical advisors is going to call you back on 20th June 2009 in between 1200 hours and 1300 hours and would help you with your concern.

Before your callback you might want to check our dedicated “Getting Set Up” broadband pages. It has been designed to save customers time by providing practical information relating to their broadband service. These pages will give you advice and help with any issues from logging in, email, wireless connections, Broadband Talk and even the latest information on how to connect to games and gadgets for your PC. You will find straight forward steps and even online videos to talk you through every step of the way which should help you with all your broadband needs. You can find all this at

www.bt.com/help/getting_setup

Thank you for using BT Total Broadband Support.

Samiran Dasgupta
BT Total Broadband Support

———- Forwarded message ———-
From: BT TECHNICAL HELP <general_tech_help@mailuk.custhelp.com (mailto:general_tech_help@mailuk.custhelp.com) >
Date: Thu, Jun 18, 2009 at 9:40 PM
Subject: Broadband & Internet – BT Broadband Talk – Broadband Talk set up and technical help [Incident: 090616-004660]
To: eribsskog@gmail.com (mailto:eribsskog@gmail.com)

BT Help (http://www.bt.com)
Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

(http://bt.custhelp.com/cgi-bin/bt.cfg/php/enduser/acct_login_submit.php?p_userid=eribsskog@gmail.com&p_enc_passwd=MUtiVTFScWI=&p_next_page=myq_upd.php&p_iid=6720556&p_created=1245147320)

SUBJECT

Broadband & Internet – BT Broadband Talk – Broadband Talk set up and technical help

DISCUSSION THREAD
RESPONSE (TIAKUMLA JAMIR) 06/18/2009 09:40 PM
Dear Mr. Ribsskog,

Thank you for your patience for writing back to us. This is in reference to the e-mail dated 18th June 2009. It has been logged under the reference number VOL011-20659387532

I understand from the e-mail that you have not received the phone that is with the BT Broadband Anywhere package. I can understand your concern and I appreciate the time and patience for seeking assistance from BT Technical

Helpdesk and I apologise for any inconvenience caused due to the issue.

In reference to the email, I apologise that I being from the Broadband Technical Desk have very limited expertise to deal with your current query and so we are unable to deal with your query as we can only deal with broadband technical issues. However please be assured once again all the enquiry related to the products and services are dealt by our dedicated Sales and Services desk who have the best knowledge and expertise and they would assist you.

If you have a similar issue again in the future and you would like to contact the Sales and Services desk direct you can email them at residential.services@bt.com (mailto:residential.services@bt.com) or alternatively call them on 0800 800 150, the opening hours are 0730 – 2200 Mon – Sun.

If you need technical assistance in the future, you might want to check our dedicated “Getting Set Up” broadband pages. It has been designed to save customers time by providing practical information relating to their broadband service. These pages will give you advice and help with any issues from logging in, email, wireless connections, Broadband Talk and even the latest information on how to connect to games and gadgets for your PC. You will find straight forward steps and even online videos to talk you through every step of the way which should help you with all your broadband needs. You can find all this at

www.bt.com/help/getting_setup (http://www.bt.com/help/getting_setup)

Thank you for using BT Total Broadband Support.

Tiakumla Jamir
BT Total Broadband Support
CUSTOMER (ERIK RIBSSKOG) 06/18/2009 06:25 PM
==================== text File Attachment ====================
Attachment 1.txt, 6791 bytes, added to incident
RESPONSE (TIAKUMLA JAMIR) 06/16/2009 01:28 PM
Dear Mr. Ribsskog,

Thank you for your e-mail dated 16th June 2009. It has been logged under the reference number 090616-004660

I understand from the e-mail that you would like to access the broadband talk service. I can understand your concern

and I appreciate the time and patience for seeking assistance from BT Technical Helpdesk and I apologise for any inconvenience caused due to the issue.

In response to the issue, I contacted you so as we could have more interaction, however unfortunately I was not able to get through to you and there was no option to leave a voice message. I would like to explain that if you have not placed and order for the Broadband Talk account you can order for the Broadband Talk service by placing an order online or alternatively via our Sales and services direct. Once you place the order, shortly you would receive an e-mail with the Broadband Talk number and the password. If you do not use it for more than 90days, the service would be deactivated and you would require ordering for the

service once again.

Please follow the link to order for the Broadband Talk online:
Getting started with bb talk:
http://bt.custhelp.com/cgi-bin/bt.cfg/php/enduser/cci/bt_popup_article.php?p_faqid=9916 (http://bt.custhelp.com/cgi-bin/bt.cfg/php/enduser/cci/bt_popup_article.php?p_faqid=9916)

Please be assured that we have forwarded your email to our dedicated Sales and Services desk who have the best knowledge and expertise to resolve your issue and they will be contacting you shortly regarding your email.

If you

have a similar issue again in the future and you would like to contact the Sales and Services desk direct you can email them at residential.services@bt.com (mailto:residential.services@bt.com) or alternatively call them on 0800 800 150, the opening hours are 0730 – 2200 Mon – Sun.

If you need technical assistance in the future, you might want to check our dedicated “Getting Set Up” broadband pages. It has been designed to save customers time by providing practical information relating to their broadband service. These pages will give you advice and help with any issues from logging in, email, wireless connections, Broadband Talk and even the latest information on how to

connect to games and gadgets for your PC. You will find straight forward steps and even online videos to talk you through every step of the way which should help you with all your broadband needs. You can find all this at www.bt.com/help/getting_setup (http://www.bt.com/help/getting_setup)

Thank you for using BT Total Broadband Support.

Tiakumla Jamir
BT Total Broadband Support
CUSTOMER (ERIK RIBSSKOG) 06/16/2009 11:15 AM
Title: Mr
First name: Erik
Last name: Ribsskog
Your BT landline number: 0151 236 3298
Your Broadband Talk number:
The details of your query: Hi,

I upgraded my broadband-package, to unlimited, a couple of weeks

ago, and I received my new broadband-phone, today.

But, I think it's a couple of years ago, since I really registered first, for Broadband Talk.

So I was just wondering, what my Broadband Talk number and password is again, since I couldn't acctually find this information here now, since I haven't had a broadband phone, untill now, so the information has been misplaced, in the mean-time, unfortunatly.

Thanks in advance for the help with this.

Yours sincerely,

Erik Ribsskog
Account number: LV13490177
Email address: eribsskog@gmail.com (mailto:eribsskog@gmail.com)
Confirm email address: eribsskog@gmail.com

(mailto:eribsskog@gmail.com)
If we need to talk to you, when is the best time to call? Any time
What number we can call you on?: 01512363298
Have you previously contacted us about this query?: No
If Yes, please enter reference number:
AUTO-RESPONSE 06/16/2009 11:15 AM
This is an automatic response, please don't reply to this address.

Thanks for your email. We'll respond as soon as possible.

Your reference number is 090616-004660. If you need to contact us again before we reply, please tell us your reference number.

You may find the links at the bottom of this email helpful. Also try our online forum for BT Broadband. The forum is a discussion area for

BT customers where you can easily find the answers to common questions and problems. For help and advice 24 hours a day, please visit www.bt.com/help (http://www.bt.com/help) .

Kind regards,

BT Customer Support

QUESTION REFERENCE NO090616-004660
CATEGORY LEVEL 1: Broadband & Internet
CATEGORY LEVEL 2: BT Broadband Talk
DATE CREATED: 06/16/2009 11:15 AM
LAST UPDATED: 06/18/2009 09:40 PM
STATUS: Incident resolved
REFERENCE NUMBER:
FIREWALL: No

PHONE NUMBER:
CURRENT BT LINE:
TYPE OF PROBLEM:
DIGTALVAULT USERNAME:
CONTACT PREFERENCE:
SMARTASSIST ENABLED: Yes
RULE TEST: State1
TYPE OF QUERY:
COMPLAINT ENQ STATE:
OS NAME LIST:
ENQUIRY ABOUT:
ACCOUNT NUMBER RADIO:
TYPE OF FEEDBACK:
BT.COM USERNAME:
CREDIT/DEBIT CARD:
FOUR DIGITS:

MOBILE BROADBAND:

FULL NAME

ALTERNATIVE EMAIL

EMAIL ADDRESS

SECURITY PHRASE

TICKBOX

SECURITY SOFTWARE

DATE OF BT SERVICE

HOW U PAY PHONE BILL

OFTEN CALLED 2 NO'S

PAY PHONE BILL DEBIT

This electronic message contains information from British Telecommunications plc, which may be privileged or confidential. The information is intended for use only by the individual(s) or entity named above. If you are not the intended recipient, be aware

that any disclosure, copying, distribution or use of the contents of this information is strictly prohibited. If you have received this electronic message in error, please notify me by telephone or email (to the number or email address above) immediately.

Registered office: 81 Newgate Street London EC1A 7AJ Registered in England no: 1800000

Thank you for your patience for writing back to us. This is in reference to the e-mail dated 18th June 2009. It has been logged under the reference number VOL011-20659387532

I understand from the e-mail that you have not received the phone that is with the BT Broadband Anywhere package. I can understand your concern and I appreciate the time and patience for seeking assistance from BT Technical Helpdesk and I apologise for any inconvenience caused due to the issue.

In reference to the email, I apologise that I being from the Broadband Technical Desk have very limited expertise to deal with your current query and so we are unable to deal with your query as we can only deal with broadband technical issues.

However please be assured once again all the enquiry related to the products and services are dealt by our dedicated Sales and Services desk who have the best knowledge and expertise and they would assist you.

If you have a similar issue again in the future and you would like to contact the Sales and Services desk direct you can email them at residential.services@bt.com or alternatively call them on 0800 800 150, the opening hours are 0730 – 2200 Mon – Sun.

If you need technical assistance in the future, you might want to check our dedicated “Getting Set Up” broadband pages. It has been designed to save customers time by providing practical information relating to their broadband service. These pages will give you

advice and help with any issues from logging in, email, wireless connections, Broadband Talk and even the latest information on how to connect to games and gadgets for your PC. You will find straight forward steps and even online videos to talk you through every step of the way which should help you with all your broadband needs. You can find all this at www.bt.com/help/getting_setup

Thank you for using BT Total Broadband Support.

Tiakumla Jamir
BT Total Broadband Support

==================== text File Attachment ====================
Attachment 1.txt, 6791 bytes, added to incident

Thank you for your e-mail dated 16th June 2009. It has been logged under the reference number 090616-004660

I understand from the e-mail that you would like to access the broadband talk service. I can understand your concern and I appreciate the time and patience for seeking assistance from BT Technical Helpdesk and I apologise for any inconvenience caused due to the issue.

In response to the issue, I contacted you so as we could have more interaction, however unfortunately I was not able to get through to you and there was no option to leave a voice message. I would like to explain that if you have not placed and order for the Broadband Talk account you can order for the Broadband Talk service by placing an

order online or alternatively via our Sales and services direct. Once you place the order, shortly you would receive an e-mail with the Broadband Talk number and the password. If you do not use it for more than 90days, the service would be deactivated and you would require ordering for the service once again.

Please follow the link to order for the Broadband Talk online:
Getting started with bb talk:
http://bt.custhelp.com/cgi-bin/bt.cfg/php/enduser/cci/bt_popup_article.php?p_faqid=9916

Please be assured that we have forwarded your email to our dedicated Sales and Services desk who have the best knowledge and expertise to resolve your issue and

they will be contacting you shortly regarding your email.

If you have a similar issue again in the future and you would like to contact the Sales and Services desk direct you can email them at residential.services@bt.com or alternatively call them on 0800 800 150, the opening hours are 0730 – 2200 Mon – Sun.

If you need technical assistance in the future, you might want to check our dedicated “Getting Set Up” broadband pages. It has been designed to save customers time by providing practical information relating to their broadband service. These pages will give you advice and help with any issues from logging in, email, wireless connections, Broadband Talk and even the latest information on how to connect to games

and gadgets for your PC. You will find straight forward steps and even online videos to talk you through every step of the way which should help you with all your broadband needs. You can find all this at www.bt.com/help/getting_setup

Thank you for using BT Total Broadband Support.

Tiakumla Jamir
BT Total Broadband Support

I upgraded my broadband-package, to unlimited, a couple of weeks ago, and I received my new broadband-phone, today.

But, I think it's a couple of years ago, since I really registered first, for Broadband Talk.

So I was just wondering, what my Broadband Talk number and password is again, since I couldn't acctually find this information here now, since I haven't had a broadband phone, untill now, so the information has been misplaced, in the mean-time, unfortunatly.

Thanks in advance for the help with this.

Yours sincerely,

Erik

Ribsskog
Account number: LV13490177
Email address: eribsskog@gmail.com
Confirm email address: eribsskog@gmail.com
If we need to talk to you, when is the best time to call? Any time
What number we can call you on?: 01512363298
Have you previously contacted us about this query?: No
If Yes, please enter reference number:

Thanks for your email. We'll respond as soon as possible.

Your reference number is 090616-004660. If you need to contact us again before we reply, please tell us your reference number.

You may find the links at the bottom of this email helpful. Also try our online forum for BT Broadband. The forum is a discussion area for BT customers where you can easily find the answers to common questions and problems. For help and advice 24 hours a day, please visit www.bt.com/help.

Kind regards,

BT Customer Support

This electronic message contains information from British Telecommunications plc, which may be privileged or confidential. The information is intended for use only by the individual(s) or entity

named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is strictly prohibited. If you have received this

electronic message in error, please notify me by telephone or email (to the number or email address above) immediately.

Registered office: 81 Newgate Street London EC1A 7AJ Registered in England no: 1800000