BT - Blinkin Terrible Escalation - urgent help please!!

Annieddiva

hi all - any words of wisdom or what can be done to help my elderly grandparents (late 80s/early 90s) would be gratefully received!!!

I am hopping :mad:!!! I emailed BT Chairman and got referred to Executive Complaints Team on Mon 28 July and just nothing has happened ever since!! BT Ref - VOL012-94437383330.

The issue is BT did some work on their street lines last week, and when my granddad tackled them to say whatever they'd done, the phone was now not working at all, and the BT people said just keep picking up the receiver and it should work eventually. Why did BT people leave without fixing the problem there/then?! Its affected a number of other lines in the same street - appalling incompetence!! They now won't fix it until poss 1 August at the earliest!! In fact- I think BT might be about to over promise and under deliver - can it get any worse?! :mad::mad:

My grandma is seriously ill, and this phone is their lifeline and is needed to keep in touch with doctors/hospital as/when required, as they're trying to allow her to remain as much at home as possible, to be with her soulmate - my grandad!! I found BT's free priority fault repair form, but having done some research - it doesn't seem to be worth the paper's its written on.

BT are all talk and no action - how on earth do you get them to do anything to help?!!!! BT even had the gall to ask why didn't they have a mobile phone.....what to do next??? So much for my grandparents loyalty to BT over the centuries - it means nothing to BT!!!:mad::mad:

Help - anyone......thank you......

Iain_L

Firstly, let me say that I think it is wrong to leave people with no phone as a result of work done.

However, at this stage you must think practically to assist your grandparents rather than emotionally.

1st August is tomorrow - not too far away when businesses have to plan their resources to do the work. Given the circumstances you have described, can you get a mobile phone to them until their line is working again (perhaps with the required numbers stored on it for speedy use). It might even be worth leaving a mobile permanently with them, as phone line faults do occur.

I'm not sure what kind of help you may be able to get from here.

Iain

Annieddiva

Iain - thanks for you words of wisdom.

The problem is that as this is a common fault problem, their neighbour has been told 6 August!! Hence I don't know what to believe from BT!! So its not like my granddad can even nip next door to use a neighbour's phone. My grandparents are elderly and not at all au fait with a mobile phone - they've tried!! They don't even have a PC - to avoid BT's rip off prices if you're not having paperless billing - they're the older generation and didn't have all this technology at their fingertips!

BT have a free fault repair line form and make out they go out at any time of day or night to fix things for people like in my grandparents circumstances - honestly they just don't care - BT caused the issue last week and did not attempt to recitify it there and there - does incompetence not get addressed?

duchy

Where do they make out they send engineers out any time of day or night ?

Annieddiva

Free priority fault repair scheme form available online....


At BT we understand just how important your phone service is. And it’s even more important if you, or someone who lives with you, have a chronic long-term illness or disability. This is where our Priority Fault Repair Scheme can help.

If you qualify for the Scheme, we’ll look after your phone line free of charge and we’ll deal with any faults as soon as we can, day or night, every day of the year, including Christmas Day.

can you view this link?!

http://www.bt.com/includingyou/assets/downloads/FreePriorityFaultRepair.pdf

whitewing

Has your grandfather ever registered for the Priority Repair Service? If not, then help him get the application off immediately.

(Or send another application off anyway, stating that you are currently having problems)

Annieddiva

Yep we're in the process of arranging this! Then I read horror stories online that this is not worth the paper it is written on! you never know what a company is really like until you have a problem do you?!


thank you all for your words of wisdom!

whitewing

People often go online to moan about things going wrong. Fewer people make to effort to put praise on about anything.

Annieddiva

Whitewing how very true!! I had to complete a online complaint form to sing praise about a specific Halifax employee - how mad is that?! I used to handle complaints, so I know how important it is to praise - and this is something I will always do!!

whitewing

Yes, I have done the same.

macman

Annieddiva wrote: »

Yep we're in the process of arranging this! Then I read horror stories online that this is not worth the paper it is written on! you never know what a company is really like until you have a problem do you?!


thank you all for your words of wisdom!

The time to register for the PFR service was before this issue arose, not now. Yes, it does make a difference, without it you'll be in the same queue as all the other BT customers waiting for repairs.
BT do not have any idea otherwise of the state of their customers' health, their age etc.