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Reporting damage nightmare

johnwendcharman — Thu, 29 Apr 2021 12:38:12 GMT

To report cable damage at the junction box on the outside wall of my house I was directed to Openreach. The openreach website live chat tells me that they are the damage team and not the repair team and refer me back to BT. I eventually manage to contact openreach by their damage phone line. This is a switchboard in India and although very willing their network map does not show individual connection boxes, only street cabinets. I have been promised a repair within 48 hours on two occasions with no result. I have been through the above process for a third time but have no confidence that an engineer will arrive.

Has anyone had a similar appalling customer service experience and how did you solve it?

Re: Reporting damage nightmare

Keith_Beddoe — Thu, 29 Apr 2021 12:50:57 GMT

@johnwendcharman

Are you a BT Retail customer?

Re: Reporting damage nightmare

johnwendcharman — Thu, 29 Apr 2021 14:39:25 GMT

Yes, I am a BT customer

Re: Reporting damage nightmare

Keith_Beddoe — Thu, 29 Apr 2021 14:48:04 GMT

@johnwendcharman wrote:

Yes, I am a BT customer

Is your phone or broadband service faulty, as a result of the damage?

Re: Reporting damage nightmare

Starwire — Thu, 29 Apr 2021 15:35:12 GMT

As the damage is within the boundary of your property and is your line it should really be raised against your line.

The Openreach Damage Reporting Line is really only for things on the External Network, like someone crashing into a telephone pole, cabinet doors left open/broken, etc.