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Callers to the BT helpline STILL face a 45 minute wait despite the company’s claim that half of calls are answered within 60 seconds
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BT customers calling the breakdown helpline are still experiencing delays of up to 45 minutes.
Last week, Money Mail revealed how people had to wait an hour to speak to an advisor.
With three calls to BT’s helpline yesterday, at 10am, 12pm and 2pm, the average wait time Money Mail found was 41 minutes.
On hold: three calls to BT’s helpline at 10am, 12pm and 2pm found the average wait time to be 41 minutes
On two occasions, a recording said customers can wait “up to 30 minutes” – but our reporter was on hold for much longer.
BT says half of its calls were answered within 60 seconds last week, which was within its target. Every agent we spoke to said they’ve been extremely busy lately — for reasons ranging from bad weather to Openreach strikes.
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 said: “We are very sorry that customers calling to discuss technical issues are waiting longer than 60 seconds, but we are experiencing delays in this area.”
moneymail@dailymail.co.uk