BT line faulty since 18th Oct

MandyMc

What would you do?

Both a business line and personal line have not been working since 18th October. Broadband was also not working but started again on 29th.

When I called on 19th to report both lines, they said lightning had affected quite a few lines in our area. I asked them to keep me updated on my mobile to no avail. I've called them 4 times in the last 2 weeks to try and get an explanation.
They said the line had been destroyed from the exchange to the green box.
Today, I was told the line was repaired but that a second line was affected which they were unable to locate.

Has anyone experienced anything like this with BT? Do I just wait it out as it is beyond my control.

Any refunds for the lines will not be calculated until they are operating again.
You can imagine the inconvenience and frustration of no phone or internet for 2 weeks for a family of 5!

x12yhp

This sparks a thought.... we have been having issues for the last little while, broadband dodgy, phone line doing odd things and today it was actually giving 'number no longer connected' at one point through the day.... might make a call in the morning.

SnowyOwl_2

There is something similar going on in the Rathfriland area, though my friend who is affected by it is not with BT. Assumably the wires etc are owned by BT but she still has to complain to her provider. Either way nobody has bothered to update her or let her know when things would be back to normal. This has been going on since Wednesday or Thursday last week, and she is reliant on her mobile for the duration.

MandyMc

Yes, we have been totally reliant on mobiles which is proving expensive. I've also had to go to the library in town for my kids to research homework.

When I called they said they didn't have any details as the fault was originally reported by a Talktalk customer and he couldn't access details of the fault. My fault was then registered as a sub-fault! I had to wait until they contacted an engineer's desk to find out the details.

I just don't understand what they class as a reasonable amount of time to be without service. I appreciate it was lightning and beyond their control but they only continue the repair, Mon to Fri during working hours. I'd have thought it was urgent as a considerable amount of customers are affected and 2 weeks is unacceptable. I think I've been very patient and their customer service has left a lot to be desired in my experience.

They also made it very clear when I first called that if it wasn't a BT fault they'd charge me £130 for the engineer to come out! I wonder should I invoice them!

D.A.

What you need to do is find someone you know who works for BT, and get them to escalate this through a process they have to get complaints resolved.

I had a billing issue with BT after moving house, and numerous calls and emails had no effect whatsoever. It was only resolved when I mentioned it to a friend who works for BT and they escalated it.

Pathetic service from BT.