BT Home Move Nightmare

Charski

:mad:

A little vent but also begging for help.

We moved home a week before the end of Jan. Were told new BT line would be ready on 2nd Feb. 2nd rolls around, told not going to happen as promised, will be the week later. Extremely rural area, very little mobile reception, no phone line, a couple of houses next to ours, nothing else for miles.

Cue mid last week, fiance falls down the stairs and is unconscious. Can not get a call out to emergency services, have to run next door and beg to use their phone, leaving fiance unconscious at bottom of the stairs.

Contact BT, beg for expedited service, told engineer will be out on 9th. Engineer arrives, nothing he can do as our phone line is too far away (??) and we have to wait for another engineer visit. Still no phone line.

Has anyone else had trouble with BT to this degree? Is there anything we can do to get this sorted out? I mean we are still paying them while we're without phone line & offline on broadband.

maninthestreet

If next door have a land line, how can your phone line be 'too far away' ??

Charski

Which is exactly what we said.
He at first claimed that our phone line had been 'stolen' and was being used by someone else, then he claimed that actually it was too far away at 110 metres and we would need to get another engineer out to sort out the fault. We have since spoken to him as he was uploading the notes about our visit and have spoken to BT again - they are trying to book us in for a further engineer appointment in 2 weeks time.

carly

BT being ridiculous, as usual.


Suggest you email the CEO...
[EMAIL="john.petter@bt.com"]john.petter@bt.com[/EMAIL]


He won't actually read your email personally of course, but it will get through to the executive office, who actually do give a damn, and will demand action from lower down the line.

Charski

Thank you for your help. I had a swift response to email signed off as John saying he would get on the case immediately and so I'm hopeful something might be done.
Haven't heard since and I'm not holding my breath but it would be fabulous if we could get it sorted out.

maninthestreet

So the previous owners of the property did not have a land line telephone?

Charski

They did. Our neighbour is actually the previous resident, she moved back in with her parents. We asked her and she said she had a phone and broadband through Sky, though she moved out in Aug 2014.
I know we are being royally messed around but their attitude is and has always been that there is nothing we can do but to wait. They refuse to liaise with other departments due to 'procedures' and won't give a definite time or reason for it causing a problem now.
We even had to chase the engineer personally to get him to upload our notes from the visit - luck was with us as he rang me from his mobile to ask for directions - and 2 hours after the appointment he still hadn't submitted the information.

Charski

An update:

Our case was passed on to an executive level complaints officer who contacted me immediately to leave her details in case I wanted to contact. She said she would contact me today to give an update.
Contact today was only to tell us that our case was 'still' with the planning team as they are trying to decide how best to connect us.

Is there anything we can do to speed this along?

bod1467

Just keep on at the exec contact. I had a similar series of issues when first trying to get Infinity. I ended up with the exec team and they got things sorted. (Plus an acceptable "goodwill" award).

Charski

She has no say so over it unfortunately. She has said it's with Open Reach planning and it may take weeks or months for them to decide what they want to do.
So; what are we supposed to do until then without a working phone in our home & very little mobile reception?