BT fault reporting query

Heinz

I'm fairly certain it's all to do with cashflow. TT would have to pay Openreach to investigate a fault and, as that has a negative effect on their cashflow (at least until the time, after adding their mark-up, they charge the end-user), they're loath to do so.

The easy way is to fob the customer off with a "we've done a line test and there's no fault found" response and hope that gets rid of them.

TalkTalk

Hello all,

A number of faults don't show up on initial line tests and need further investigation. These are usually partial loss faults or noisy line faults. We try to avoid sending engineers for problems that could be equipment related until all testing is completed fully as we dont want our customers to be billed for an engineer visit to replace phone batteries (as recently reported on ITN News).

We do offer a care level 3 service for elderly and vunerable customers and this can be applied for by contacting the customer services team.

Was the fault rectified by the engineer visit yesterday?

Cheers
EmmaL x

GustyGardenGalaxy

Thanks for the reply Emma.

The fault has now been resolved, many thanks.

I am though still confused over this "care level 3 service for elderly and vunerable customers" - if I phone customer services about it they tell me I should phone your fault helpdesk, and vice versa!

So which one should I phone ?

Please can you give me a number and, if possible, a name of someone to talk to?

Thanks