Reporting BT landline faults and service

EmmGee_3

I reported a fault with my home phoneline on Friday evening. An engineer came Saturday morning. He established the fault is at the exchange. An auto-text told me an estimate for fault resolution was 1700 yesterday. Nothing happened. Line still not working. Calls to BT to find out WHY the line's not working and WHEN it will be dealt with and WHEN I can expect a landline again get zilch response. And why? Because no one at BT faults department can get through to the Control Centre to find out any more information because it's engaged. You couldn't make it up. And apparantly BT have no intention of providing me with any other auto-text to inform me of whatever work they're doing to restore my landline, despite saying the text service would keep me informed. I'm tearing my hair out just wanting basic information.

BT_company_representative

Hi EmmGee.

I can get this reported for you. Can you email me your details. Ill PM you the address.

Thanks

David

Sirkent

EmmGee, don't rely on the text feature, it doesn't appear to be particularly powerful and either stops sending texts or gives you the wrong information! Personally, I found the BT faults website is OK, but you're best off calling up and talking to a human.

EmmGee_3

Update...

It's now 7 days since I had a home phone line.
Still no one from BT can give me any definitive information.
The questions I want answered are:

1. What is the fault with my line?
2. What are engineers doing to repair it?
3. When will I have a working line again?
4. Is anyone else affected?

I've been bounced from pillar to post in BT. Allegedly I'm now in the hands of the "Proactive Care Team" where 3 people say they're doing all they can to get hold of any information for me.
One bloke yesterday said he absolutely shared my concerns and frustrations, and then left a voicemail today of approx 12 secs duration to say "I'm getting regular updates. I'll call you tomorrow." What does that mean? Does he have any info he wishes to share with me, the paying customer?

It's absolutely absurd.

Poppy9

When I had a problem with my BT landline which went on for 5 years before they finally admitted they knew what the problem was and it was at the exchange I emailed the then CEX Ben Verawyn. He's been replaced now by [EMAIL="ian.livingston@bt.com"]ian.livingston@bt.com[/EMAIL]. I found Ben very helpful and my issue was resolved for a while but the resurfaced a couple of years later. I was initially put in touch with him via Ofcom so you could complain to them if you get no resolution.

EmmGee_3

The fault has now been fixed. Amazingly in this modern age I was eventually told it required soldering at the exchange... Funnily enough (or perversely, depending on your point of view) I received a mailshot from BT on Day 7 asking if I wanted to return to BT (the previous occupants of my house weren't on BT) and there's a special offer of free connection. When I mentioned this to the Proactive Customer Care Team contact I was dealing with, he said he knew nothing about this special offer, which I understand from other threads is a common response.