When is a 'fault on the line' not a fault? - When it's BT!!!

rachelandgromit

I am posting this on behalf of my parents whom are at the end of their tether. Their phone line is, and for months has never been good. More recently it has got worse and worse. I can only say what's gone on more recently but this is enough to give you an idea. They've reported a fault on the line, an engineer has come out, agreed it's a fault, something about the cable, but nothing since, no repairs. More phone calls to BT (India) who confirm their is a fault on the line (yes, they already know this, it's been confirmed, an engineer has been out). Still nothing, more phone calls, same response. Each day they are told "It will be fixed by 5pm", and it's never fixed. Yesterday, it was meant to be fixed today by 5pm, still not fixed. I should say that at this point, for at least 4 days the phone line is useless. You can't hear anyone, you have the automated voice in the background with the 'du-da-du' tone telling you to "hang up and try again" and what sounds like a fire alarm going off and hissing on the line. Also, no internet. My parents run a business from home, so you can imagine, this is very frustrating and effecting business. So, mum rings back after 5pm today to be told there is no fault, then that the fault has been resolved which it clearly hasn't, they say they will test it, yes there is a fault and will report it. Ever feel like you are going around in circles....... And, it should be fixed by 26th! How the hell are they suppose to run a business with no phone or internet.

Oh and to rub salt in the wounds, every time mum rings she has to follow the 'crib sheet' response and be told "I'm very sorry ma'am" and "I understand you are upset". I've filled in the form on here that the BT Rep advises on previous posts (I did this before when they had problems). Can anyone advise if there is a direct telephone number for complaints that avoids going to India. I want to ring up for them and try and get it sorted, it is very upsetting for them.

I keep telling her to move to O2 where there is UK call center's, I don't understand her loyalty to BT!

cajef

rachelandgromit wrote: »

. My parents run a business from home, so you can imagine, this is very frustrating and effecting business.

I keep telling her to move to O2 where there is UK call center's, I don't understand her loyalty to BT!

Are they using a residential or business line, if they are paying for a business line then they need to complain.

Changing to O2 will not help as they will just get BT Openreach in for line faults.

spike7451

Sounds like it might be a 'off hook' fault...have they tried a different handset plugged directly into the master socket test port?..Only by doing that will you be able to say to BT "The fault is not on my property"...

I had the same issue & it turned out that was it,the BT girl who I spoke to started with the crib sheet until I told her I was a phone engineer (Albeit for NTL) & so an engineer came out..biggest joke was he had to use my linesmans test phone as his was broken!