Hey, if you have an IMP then call the helpdesk and give them the IMP number, save yourself some pain and don't go into a massive explanation, it'll all be in the IMP, and the person you speak to won't care anyway.
Just hand over the IMP ref and say you want the IMP owner to contact you immediatelly.
Every IMP has an owner, every owner has a manager, every manager has a CC manager. Escalate escalate escalate . If the IMP owner tries to fob you off, which they will, then escalate by literally saying 'I want this escalated'.
Eventually you will get a manager who knows what to do. Do not let them away with just giving you information, tell them they will be calling you back from now on. If not tell you want it escalated to their manager. Chances are you've been fobbed off constantly , because as soon the agent see it's an IMP they feel they don't have to deal with it, because IMPS have owners, and it won't be them, they will likely tell you to just wait until whatever's holding up the issue will be resolved during the course of the IMP. Do not fall for this. It's a tactic and will only seek to get you off the phone.
Escalation is the key to resolving everything with BT. No manager wants to deal with complaints, which is why the IMP process is in place, it is not there to help you, it is to appease ofcom and lose you in the system.
Once you are on to the IMP owner, or their manager, ask for ownership and get them to update you daily. Settle for nothing less.
