Broadband support

Lindsay, a BT Broadband Option 3 customer from Sheffield suddenly found that she had lost access to her emails. "Whenever I tried to download new emails I got a security box asking me to input my user name and password." She said. "The problem was that although I was entering all the information correctly the box just kept reappearing and I was getting nowhere and feeling quite cross about it too!"

After trying to solve the problem herself by using the Support and Advice section on BT's main website, Lindsay resigned herself to making what she thought would be a costly call to the technical helpdesk on 08001114567.

Lindsay said, "I just didn't know how to explain the problem properly but once I was speaking to an adviser they took over control of my pc remotely and they were able to see the same screens as I was seeing. The adviser was really helpful and when he had to pass me on to someone else he made sure that he gave them all the information so I didn't have to repeat myself and the problem was resolved quickly."

Lindsay says she was delighted with the service she received, especially when she realised that because BT recently made it free to call customer services or technical help lines she didn't have a costly call to pay for.