What words can I say ?

Legacy_user

Whilst I have enjoyed my experience with talktalk thus far, my daughter is having a nightmare with BT. My daughter and her husband gave the required notice of a house move to BT who said the landline and internet would be operational on a particular date, the phone was and the net wasn't. Since then, 8 or 9 dates have been given and each has failed. Calls to BT initially bring forth a response from the UK saying "it should be on" and directing to India and the technical people there out of frustration give another date.

Seemingly mention of coming out of contract brings for the penalty.

My daughter has declared she will bring all the details to Martin Lewis's site from someone else's connection but has been told she is not allowed to mention names or any other ID.

I'd like to be able to offer some words of comfort because if Mondays dealing comes and goes, you won't be reading this as you will be able to hear her (lol).

moonrakerz

islandman wrote: »

but has been told she is not allowed to mention names or any other ID.

Absolute cobblers ! As long as she is not libellous in her comments she can name whoever she wishes - The Queen, David Cameron - Gordon Brown (who ?) ...............

BT_company_representative

Hi Islandman,

I'm sorry to read the problems your Daughter is facing getting her services set up at her new address. I'd be more than happy to intervene to get this issue sorted out at the soonest time possible.

Can you ask her to drop us an email to the address in our public profile including her account details and a suitable contact number. Also, please include a link to this thread in the subject field of the email so that I can refer back to it.

Thanks a million,

Robbie

System

Thank you. I will indeed pass this on but because she is not allowed telephone communication in her section (Military) I will have to wait until this evening when we make our land line call. Her husband is starting a new job today so it would be prudent not to contact him. Having said that, today is one of days BT are promising to have their system working, admittedly they have till midnight. If it isn't working, then maybe I will have to pass on details, unless either of them can make contact via email on Tuesday.

System

Robbie, please accept my apologies for not getting back sooner, I have been unwell and only concentrated on my own things. However I am at my daughters for a few days and they are still without their proper connection. Currently they are getting connected via a T Mobile dongle recommended and paid for by BT.

I have been asked to type up (into Word) the complete list of notes made by them regarding all calls to and from umpteen members of the BT team with view with them making the complete list available on the internet within 24 hrs of one call they intend making to BT later today.

Having written this 32 entry dossier out, it makes unbelievable reading. Were I in their shoes, I would consider taking this to either/both Watchdog or the national press.

I know you have offered to help and I'm sure you would do your best, but given the collection of names and reference numbers provided since 8th Oct, I'm not surprised they have lost faith in BT and all who sail in her or rather work under the BT banner.

My view is that someone/enginner from BT should call and give priority to this. One of the excuses is that there is a major outage in the area. This may be so, but the adjacent house has had no issues with their BT connection.

System

Update. Almost two hours on the phone to India BT instructed us to remove the front cover of the BT socket, and then they would call back.
After 30 minutes of no phone call my daughter decided to take out the BT lead from the cover that was now on the floor and plug it directly into the wall........would you believe it.. the Broad band now came to life. She then pluged it back in through the front box cover to find it now didn't work. Then a second test in directly to the wall and it came back to life.

BT in India finally called back and stated that they would organise an engineer to visit us and to replace the front cover as wires now hanging out on the floor (small children and dogs present) at a cost over £100 to ourselves, failing that to get in touch with a local indepent company to fix. My daughter (politely) stated that under no circumstances would she be paying for anyone to fix this and it would be a BT cost. Is she correct?

For your records, this is the 37th call she has been involved in, at approx 8 hours talking time, over 45 days.... What else can she expect in compo? Thoughts please? (just as an aside both she and her husband are both serving members of HM Forces and hasn't been able to chat with colleagues out in theatre....

espresso

islandman wrote: »

Update. Almost two hours on the phone to India resulted in the suggestion that the BT case was removed and the cable inserted directly into the inside.

The result being connection was made.

The able was then removed, the case replaced and cable replaced. No connection. The front case was removed again and the cable was reinserted, connection made.

India now say the faulty front case has to be replaced by BT at OUR expense which we are not willing to do.

So the lower part of the BT master socket was removed and when the test socket was used and it worked fine?

Were there any cables connected to the lower half of the faceplate?

Any faulty wiring connected to the faceplate is not BT's responsibility.

System

We choose to say it was the front of the BT master socket that covers the inside that was removed.

Our BT line was then inserted directly into the same hole as it would have been if the front plate had been in situ.

This suggests surely that somewhere within the BT front plate of their master socket there is a problem

espresso

islandman wrote: »

We choose to say it was the front of the BT master socket that covers the inside that was removed.

Our BT line was then inserted directly into the same hole as it would have been if the front plate had been in situ.

This suggests surely that somewhere within the BT front plate of their master socket there is a problem

The standard BT master socket is not as you describe. They are normally like this:



Repeat - Were there any cables connected to the lower half of the faceplate?

BT are actually trying to save you money, by getting you to isolate their wiring from wiring that is your responsibility!

System

I'm back now Expresso and thanks for pic. Our connection is as shown, but there are loads of fine coloured wires attached from the base plate to the front plate which is now off, but supported so no weight is on the wires.

1 hour later.

Just had a 30min call to a foreign destination which proved difficult due to feintness and accent. During the call, I was transferred twice, but each time they threw the line that to replace the faceplate of their (BT'S) master socket, is not down to them. it's at our cost. My frustration is that if it is their original installation and it is now faulty, then surely it's up to them?.

If we were to build a box and place over their master socket, leaving the faceplate dangling as it is now, cannot be wise, but at least it would enable us to get broadband via the test socket.

Were we to consider this being replaced privately, does anyone have any idea of cost because BT have said it could be done much cheaper from someone else.

macman

Just get an independent local telephone engineer in to sort the internal wiring to the faceplate, which as stated above is not BT's responsibility. No-one but BT can lawfully change the master socket, but it isn't the socket that's the problem-it's the extension wiring to it. BT will charge you about £130 for a call out, an independent will probably fix it in 20 minutes for maybe £40.
BT's only failing in this matter is to fail to request you to retest from the BT test socket when the fault was first reported, this is normally the first thing to check. But with BT, that's pretty much normal...