BT callers still face 30-minute wait for fault line
>
BT callers still have to wait for 30 minutes on the service line, despite the company’s offer to answer the phone within 60 seconds
<!–
<!–
<!–<!–
<!–
<!–
<!–
Customers calling BT’s breakdown helpline are still experiencing delays of up to 35 minutes to speak to an advisor.
Earlier this month, Money Mail revealed how people were stuck on the line for an hour, which is almost double the current wait times. Last week this dropped to 45 minutes.
With three calls to BT’s breakdown helpline yesterday at 10am, 12pm and 2pm, the average wait time Money Mail found was 32 minutes.
Left on hold: Customers calling BT’s breakdown helpline still face delays of up to 35 minutes to speak to an advisor
This still well exceeds BT’s target of answering phones within 60 seconds.
Every time we got in line, our reporter was told that it was “really busy right now” and that she “could be delayed” – with no indication of how long this could be.
Money Mail is calling for new consumer protection laws to penalize large companies if they don’t answer the phone within ten minutes, as part of our Pick Up or Pay Up campaign.
A BT spokesperson says the average customer who called its breakdown line last week was on hold for less than 10 minutes.
Anyone who calls during busy times can report and track their problem online or via SMS.
Calls in the non-fault queues were answered in less than 50 seconds on average.
l.purkess@dailymail.co.uk