BT woes & complaints tracking

checkly

Hi there,


Our broadband stopped working during the day on 3/3/17.


We rang BT that evening and they arranged for an engineer to visit on the afternoon of Tuesday 7/3/17. On Sunday 5/3/17 we received a text saying that BT had 'spotted a fault in our broadband network, that they did not require access and that the engineer visit had been cancelled'. They also said that they should have the problem fixed by 7/3/17.


The problem was not fixed and we rang again today for an update. BT said they would have to send out an engineer to our house and the earliest availability was 13/3/17 - 10 days after the original fault.


We are able to make calls and have tested the (master) socket with a spare phone, which produces a dial tone. We have also changed the cable from master socket to the Home Hub 5 and it makes no difference.


We therefore doubt that the problem is inside the house but we just seem to be getting nowhere, hence registering a complaint. We are no further forward than when the problem started!!


There doesn't seem to be anywhere to track complaints online. We have been given a VOLXXXXXXXXX tracking number but not sure what to do with it!!


No one seems to be taking ownership and BT is a nightmare!!

JJ_Egan

You have a BT members page /use the community forum .

checkly

Where would I find that?

steveE2

checkly wrote: »

Where would I find that?

https://community.bt.com/t5/Broadband-Connections-Broadband/ct-p/BB

And with a VOLXXXXXXXXX tracking number you can track it in your account.