bt landline fault difficulty

2twometers

this morning reported fault on landline to BT who will send engineer and hope to get it fixed by end of 18th.In the meantime we cannot make calls,and incoming calls get the message to leave a message with our 1571 service.We have no way of hearing these messages as cannot call it from our line.The landline is our main point of contact,as we only use the mobile in emergencies.
We have a history of problems with the landline-it comes underground for about 300m from main road,and usually it is straightforward to get our incoming calls diverted to mobile so we at least don't miss anything important while waiting for fix,which can sometimes take weeks..
This time however we have had to order an add on to our package of a call divert,luckily our broadband is still working at present,it apparently is no longer done free of charge with a fault but we would get credited with the payment once the fault is fixed if we requested it.It is also now impossible to get a message on the line for callers to let them know there is a fault on the line and that BT are aware of it which seems very much a backward step on BT's part.
The call divert can take up to 24 hours to switch over,or 2-5 hours if classed as a priority,although in the past it has happened almost immediately.So we could miss important calls and not be able to deal with them until fault is fixed.
Apart from ditching the landline and using mobiles has anyone any experience or suggestions?
Mobile's aren't ideal,we live rurally and not always reception and 80 year old husband struggles with technology.
All BT advisers have been as helpful as they can be but can't change the system currently in place.
Really do not understand how it is impossible to have something in place on the landline account that when triggered by a reported fault requiring engineers does not trigger an old fashioned message to caller saying there is a fault automatically.
Then of course the cynical view is that BT depend on add-ons to contract to make yet more money if customer forgets to cancel, and that everyone is now expected to be in the 21st century with mobiles and stuff.

Neil_Jones

https://community.bt.com/t5/Home-phone-including-Digital/divert-calls-when-phone-line-is-down/td-p/2015917 suggests you can call an 0800 number to request this rather than paying for an add-on.  Have you done this?

The 1571 thing is normal as the fault on the line will suggest to callers that you're engaged.

And it shouldn't take "weeks" to fix a line fault, a few days at the most, regardless of whether you live in a town, a city, the middle of nowhere, because otherwise your provider would owe you a fortune:

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know

2twometers

thanks for replying,yes I did ring,two times already,and have been told by both advisers that the only way to get calls diverted is to arrange add on then get credited.Fault reported 10.20 am,and just checked again calls still going to answer so still not diverted.Second adviser also checked it was arranged correctly and yes it was but would take up to 24 hours to kick in.
As to the time it takes to repair our faults sometimes-
if the engineer finds the fault to be in aplace they can't get to,that is in the length that runs underground,they have to organise a dig team,usually min 3 days.If the dig team then cannot fix it they have to arrange the "mole"to help access and carry replacement cable,usually another min 3 days,in the early days there was only one "mole" for whole of our area so sometimes longer to wait our turn.If any of this involves any work near main road we have to wait for traffic control to be arranged before anyone can start-health and safety.This all takes time.
And yes,sometimes we are entitled to compensation which can add up-although the last time was during a lock-down and so they did not have to compensate us.naturally enough they didn't 

Grandad2b

BT's landline reporting process is a joke. And not a good one. Our landline is down, as are those of several neighbours. Most but not all of us are with BT. 
If you try to report a fault using the BT website you get taken to the broadband fault system.
Text them using their bot and you get a message telling you that tests will take down your connection.
They don't care: they have us over a barrel.

Grandad2b

BT have just come back with:

Thanks. We've got your message and will be back in touch shortly, usually within an hour. Please ensure you are not using the phone during this time.

It might be difficult to use the phone since it's not [expletive deleted] working!

southsidergs

Grandad2b said:

BT's landline reporting process is a joke. And not a good one. Our landline is down, as are those of several neighbours. Most but not all of us are with BT. 
If you try to report a fault using the BT website you get taken to the broadband fault system.
Text them using their bot and you get a message telling you that tests will take down your connection.
They don't care: they have us over a barrel.

They do have a phone number you can call from a mobile  too you know? The message on the text system is a standard warning a swell although that won't fit with your general moan about everything

2twometers

Our fault turned out to be at the exchange so only two days off which was good.However the two days were spent on mobile trying to get call divert organised to apply to our account and to query why we were being charged for it-different 'advisers' giving completely different answers,including at one stage being told that our landline number clearly showing on the account was not our number on our account and that the call divert had been applied to a completely different number hence why it was not in use on our line,eventually got through to a very helpful person who apologised for all the wrong advice we had been given,cancelled the add-on and a applied a goodwill gesture to our account.I was told that in future to not go anywhere near the on-line fault reporting system and to make sure to speak to an actual person who would be able to automatically apply either the call divert or a message to say the line was out of order with no charge to our account,and that they would be raising an internal complaint to make sure that all advisors were aware of the correct way to deal with a fault.So we will wait and see what happens next time,have to say not all that confident though.

Grandad2b

We've now been without service for over a week. Originally told it would be fixed by 23:59 yesterday. Tuesday morning they even sent a sms saying the fault was fixed. It wasn't, of course.
Latest estimate they gave us is 9 September. Then this afternoon another message saying it's fixed. Another case of talking out of their backside.
Apparently there are dozens of properties affected - does everyone get compensation or only people who've actually reported the fault?
Anyway, I've emailed my local councillor. Can't hurt to get him involved.

Grandad2b

southsidergs said:

Grandad2b said:

BT's landline reporting process is a joke. And not a good one. Our landline is down, as are those of several neighbours. Most but not all of us are with BT. 
If you try to report a fault using the BT website you get taken to the broadband fault system.
Text them using their bot and you get a message telling you that tests will take down your connection.
They don't care: they have us over a barrel.

They do have a phone number you can call from a mobile  too you know? The message on the text system is a standard warning a swell although that won't fit with your general moan about everything

Glad you've never had any problems with beta. 
Yes, I've rung the number. Best to get in early if you want to speak to someone before the hold music drives you to violence.

I wonder how much compensation they'll end up paying out. Less than the cost of employing more people to answer their phones, that's for sure.

littleboo

If dozens of properties are affected, then its quite possibly a cable fault which if requires digging, will depend on getting permissions from the authorities so can be protracted, more so if it involves a road.

Grandad2b

Are telecoms cables not installed in ducts?