BT problem at exchange 3 working days before they start to fix/contact me! :(

coffee_king

Last night I lost internet access, tried rebooting router etc, nothing. I thought it might fix itself over night. It didnt.
Then found out this morning I dont have a tone on my landline phone.
Called up BT, reported the fault. Theyve admitted its a fault at their exchange and that an engineer will call me to arrange to sort this out on 13th Sept 2011, which is 3 working days away.

This really is appalling. I run my business from home so 3 working days without a landline means:
No Internet.
No Internet telephone support for my customers.

Its a good job I have a T-Mobile Broadband Dongle I can use (as slow as it is). But this dongle is costing me to use on a daily basis.

Its really not on..................rant over

Heinz

If you're running a business on a residential line, be careful about how loudly you complain.

macman

Do you have a BT business phone/broadband contract, or a residential one? Different priorities apply-business contracts come with an SLA.
If you are running a business on a residential contract then technically you are in breach anyway.

spike7451

BT may not carry the part needed so they have to order it from the central stores.It's financially stupid (and as a business owner you should understand this) to carry a stock of every part used in an exchange on the slight chance that it may got faulty.A CLI Linecard (Caller Line ID) cost's upwards of £1000 a pop.
The 3 day wait is quite good,the engineer will be working on the faults that he was given from yesterday so he can't just drop those & go & fix yours and as others have said,if you're running a business from a resi line,then you won't have priority.

coffee_king

Sorry. let me just clarify. By business I mean me, sitting in a room of my house on a computer.

macman

Yes, but that is still a business use of the line and is technically a breach of contract on your part. But in reality neither BT nor any other provider gives a hoot. However, when you do get a problem, you can't them expect them to give you priority over other residential users.

coffee_king

macman wrote: »

Yes, but that is still a business use of the line and is technically a breach of contract on your part. But in reality neither BT nor any other provider gives a hoot. However, when you do get a problem, you can't them expect them to give you priority over other residential users.

I dont expect any priority over anyone else, I just think that this timescale is unacceptable for anyone.

macman

3 working days is quite typical for OR...