topic Unable to access Web Site Management - Day 2 - Sunday October 25th in Archive

Unable to access Web Site Management - Day 2 - Sunday October 25th

thoseoldrecords — Sun, 25 Oct 2009 06:12:56 GMT

24 hours and counting - still no access to web site management and still no communication from BT. This is pathetic service from a major service provider compounded by the uncaring high handed attitude. My trust in the organisation has been eroded as I was promised some time ago that this would not happen again. Times are bad enough, we are trying to run our businesses in a professional manner, we need a provider with a similar approach. Can someone either fix the problem or at the very least communicate what is going on.

Re: Unable to access Web Site Management - Day 2 - Sunday October 25th

Greatsports — Sun, 25 Oct 2009 09:46:44 GMT

So there is definitely a problem then? I was unable to access my emails all day yesterday it just kept saying "loading" and today my website isn't showing for editing which has sent me in to major panic. Hope BT sort this out soon it's ridiculous!!

Re: Unable to access Web Site Management - Day 2 - Sunday October 25th

suffolkplants — Sun, 25 Oct 2009 09:50:27 GMT

This is getting beyond a joke have staff in to day waiting to pack orders for courier to pick up tomorrow and I can't print off any paper work at least if they had warned us we could have planned for this. Hope bt remeber this when the invoices goes out

Re: Unable to access Web Site Management - Day 2 - Sunday October 25th

Greatsports — Sun, 25 Oct 2009 10:02:26 GMT

Spoken to someone at BT who didn't have a clue. Waiting for a call back from someone else.

Re: Unable to access Web Site Management - Day 2 - Sunday October 25th

orchie — Sun, 25 Oct 2009 11:33:49 GMT

I can get in to mine with no problems, also I don't get the security issue you posted - the BT certificate is valid until 25/10/2010 according to the padlock certifcate issued by Equifax.

I'm using IE8 on Windows 7 - What Browser/OS are you using?

Also can you get in by selecting "continue to this site anyway" on the error page?

Message Edited by orchie on 25-10-2009 11:33 AM

Re: Unable to access Web Site Management - Day 2 - Sunday October 25th

Milkbug — Sun, 25 Oct 2009 20:15:04 GMT

I have the same issue, I cant get to the backend at all no matter what I do. No comms from BT - but then wouldnt expect them to really care. I have complained to them about the unreliablity of epages and its clear that they dont understand what small businesses need in this climate so I am in the process of moving away from them as they have lost me sales in the past! I should have listened to all the advice from others who warned me against BT when I first went them. Totally pathetic!

Re: Unable to access Web Site Management - Day 2 - Sunday October 25th

kittyandpolly — Sun, 25 Oct 2009 20:55:54 GMT

I tried again just now and still have the same problem. I logged a ticket with BT yesterday morning and have had no response at all. Does anyone know where you can find details of the Service Level agreement - ie if you raise a ticket over the weekend for an outage, when are BT supposed to respond? I'm going to use their complaints procedure as well .

Paula

Re: Unable to access Web Site Management - Day 2 - Sunday October 25th

Hollywoodflame — Mon, 26 Oct 2009 08:46:27 GMT

Service has been truly awful.

48 hours without access - no communication.

Phoned what sounded like India yesterday and the woman I spoke to was absolutely clueless.

Waiting a call back at 9am this morning.

Re: Unable to access Web Site Management - Day 2 - Sunday October 25th

hairneedsmee — Mon, 26 Oct 2009 09:35:54 GMT

Hi all

We have the same problem, its appauling service, no contact from bt in 48 hours on this. We have sold items from our site this weekend and I cant even access to see what they are, and BT have the audacity to charge you in advance for services etc, only here in the UK would it be allowed!!!!!!!!!!!!

Re: Unable to access Web Site Management - Day 2 - Sunday October 25th

eShopTeam — Mon, 26 Oct 2009 09:50:59 GMT

Apologies for the late response, this issue has been escalated as a top priority to our support department. The issue appears to be with our website control panel (myoffice.bt.com) as soon as we have an update we will post here.

Please be assured that we are doing everything we can to restore your service as soon as possible.

Re: Unable to access Web Site Management - Day 2 - Sunday October 25th

kittyandpolly — Mon, 26 Oct 2009 10:14:32 GMT

Thank you. Outside of this immediate issue, which is naturally the top priority for everyone affected by it, can you please help to get me answers on the following :-

1. Please clarify what support is available over the weekend when issues of this nature arise ? People made calls, I logged a ticket, and nothing. What is the best route to use to request support and what is the service level ?

2. Who can we contact to raise a formal complaint about this issue and request compensation ?

Thanks,

Paula

Re: Unable to access Web Site Management - Day 2 - Sunday October 25th

CharlotteBT — Mon, 26 Oct 2009 10:29:54 GMT

Hi Paula,

We have 24/7 technical fault support, so you should have been able to raise the fault over the weekend and this will have been investigated by our back office teams. If you weren't able to do this, please let me know and i'll look into this.

If you provide your email address (via private message) i'll contact you to discuss your issues in more detail.

Thanks

Charlotte

Re: Unable to access Web Site Management - Day 2 - Sunday October 25th

SmartStork — Mon, 26 Oct 2009 10:30:12 GMT

I have been trying to access my e-shop all weekend and again today but no luck. This and similar problems have happened before and while I understand that from time to time problems do occur, BT never get on top of them quickly. When you pay a premium to contact them to report the fault they only ever come back to me denying that it is there fault and always blame something at my end - then in a few days or sometimes a week later it gets fixed, I assume because enough people end up shouting about it! We will see how long it takes them to fix this problem.

Re: Unable to access Web Site Management - Day 2 - Sunday October 25th

hairneedsmee — Mon, 26 Oct 2009 11:07:42 GMT

HOORAY!

I can access my eshop back office again - thankyou to whoever at BT flicked the switch back on, dont leave it so long next time some of us still work at weekends

Angela

Re: Unable to access Web Site Management - Day 2 - Sunday October 25th

thoseoldrecords — Mon, 26 Oct 2009 17:54:36 GMT

The service is back up and running. This outage was in the region of 48 hours and has caused some serious concern. My main issue is over the monitoring of systems. Is there a series of checks made on systems or do you wait until something happens. Surely the best policy is to ensure continuous service thereby reducing the whinge factor when something screws up. The technical team were superb and have communicated updates to me. We are where we are but I would like someone from the team to explain what has happened, whether we run the irsk of a reoccurance and some kind of an assurance that these systems will be checked over weekend periods. Chris - Those Old Records "Keeping Vinyl Alive"

Re: Unable to access Web Site Management - Day 2 - Sunday October 25th

kittyandpolly — Sat, 31 Oct 2009 08:53:52 GMT

E-Shop team,

I sent you two messages this week as a follow up to this issue but have heard nothing back.

Please can you ensure that someone gets back to me as a priority next week

Thanks,

Paula

Re: Unable to access Web Site Management - Day 2 - Sunday October 25th

UniteBA — Sun, 01 Nov 2009 13:10:42 GMT

The sevice is just bad all round. I signed up with BT expecting a good service from such a major company but I'm left with a website that I can't update (ESW will not publish - AGAIN), so I'm paying for something that is useless.

Like a previous user said - you get onto the tech support desk and their immediate answer is that it's a problem at the user end; well that's a whole lot of se... There IS a problem at the user end - namely that the user can't access the services he's paying for because it's messed up at the BT end.

Jeez, what is it gonna take to you guys to get your act together and provide a reliable, easy to use, bug-free service? It can't be that difficult as it's YOUR JOB and what we're PAYING FOR!

Re: Unable to access Web Site Management - Day 2 - Sunday October 25th

kittyandpolly — Tue, 03 Nov 2009 20:59:41 GMT

Dear E-Shop team,

I have sent 3 messages to Charlotte as advised. Nearly a week and a half later no one has even had the courtesy to reply to a single email. This is exceptionally bad service.

Please advise who I can escalate this to, as this just isn't good enough.

Patiently waiting a response

Regards,

Paula

Re: Unable to access Web Site Management - Day 2 - Sunday October 25th

CharlotteBT — Wed, 04 Nov 2009 10:24:58 GMT

Sorry Paula - please see your inbox for my response.

Thanks

Charlotte

Re: Unable to access Web Site Management - Day 2 - Sunday October 25th

mbaret — Sun, 22 Nov 2009 12:09:30 GMT

What this ever resolved. I have the same issue...which seems to be linked to certain computer. I have the problems with two of my computers, the 3rd one seems to work ok.

Any advise?

Marc