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BT helpline callers STILL facing 45-minute wait

BT helpline callers STILL facing 45-minute wait despite firm’s claim half of calls are answered within 60 seconds

BT customers calling its faults helpline are still facing delays of up to 45 minutes.

Last week, Money Mail revealed how people had been left waiting for an hour to speak to an adviser. 

In three calls to BT’s helpline yesterday, at 10am, midday and 2pm, the average wait Money Mail found was 41 minutes.

On hold: In three calIs to BT’s helpline at 10am, midday and 2pm, the average wait was found to be 41 minutes

On two occasions a recording said customers may be waiting for ‘up to 30 minutes’ — but our reporter was on hold far longer than this. 

BT says half of its calls were answered within 60 seconds last week, falling within its target. Each agent we spoke to said they had been especially busy recently — with reasons ranging from bad weather to Openreach strikes.

Money Mail is calling for new consumer protection laws to penalise big businesses if they do not answer the phone within ten minutes, as part of our Pick Up Or Pay Up campaign.

A BT spokesman says: ‘We’re very sorry that customers who are calling to discuss technical problems are waiting longer than 60 seconds but we are experiencing delays in this area.’

moneymail@dailymail.co.uk

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