9 month old complaint to BT -

LailaAMP

We have been reporting the same recurring fault on our telephone and broadband to BT for eleven years now. For the past nine months, after writing to Chief Executive Gavin Patterson, we have been dealt with by one of the staff at Executive Level Complaints (VOL012-117163132040 refers). Initially they told us it would be investigated and repaired - it wasn't. Then they said that everything that could be done had been done and that you were about to issue BT's final position - we complained again - that time on social media - and as result there was a renewed effort to deal with the problem and a specialist engineer was assigned to oversee the investigation, who, it was promised would stay on the case until it was satisfactorily concluded - they didn't and it wasn't. Recently a lift and shift was performed by engineers at the exchange - it made little or no difference but Executive Level Complaints quickly resolved to try and close the complaint.

This week, with the broadband between 0.02 - 0.04 Mb/s, an engineer visited and performed a reset that he said was merely a temporary measure - advising us that the problem will return. According to him, the poor performance we were experiencing last week was apparently the result of high resistance on the line that results in the the broadband bandwidth being automatically lowered to compensate. The source of that resistance is somewhere on the line between our house and the exchange. He also said that engineers were reluctant to take on the fault on our phone because it could only be resolved by repairing the line which Openreach management would not authorise on cost grounds and that the unresolved fault looked bad on engineers figures.

BT Wholesale blame BT Openreach. Engineers from Openreach blame their managers. Both parties are determined to close complaints and faults without properly resolving them so that their figures look good and we are left with mostly unusable telephone and no internet - which we are paying for and BT are contracted to provide. Excuses and the monthly bill are the only things we can rely upon.

What do we do?

kwikbreaks

Sounds like you may well have reached the end of the line with BT although there is a requirement for them to provide a working voice circuit - look up Universal Service Obligation.

Apart from having a BT phone line unless you have some local fibre or wireless provider your options are Satellite broadband or 4G,