This topic

BB fault

St-Etienne — Tue, 16 Jul 2024 13:09:27 GMT

A BT so-called reporting service that simply doesn't work. Can 'someone' help.??

Situation. A 90% hard of hearing, 95% speech failing friend has had a red indicator on his bb router for 5 days. I did certain simple tests yesterday. Rang the 'line test' , confirmed LL number and had a successful ring back. Assume line is OK, at least for voice frequency. Tried to access the router with a wi-fi connection, from my mobile. Response was a screen 'telling me' there was a fault and router was being re-set. No fix and 'advised'to report to 0800 111 4567. Disaster. The recorded response, press 1, press 2...reports we will carry out a test.....and NFF. ( I could have told them that IF I could speak to a human. Also tried 0800 800 150...same recorded service. I live 50+ miles away and had to leave.

I believe the issue is 'likely' to be a high res jumper or patch but only an engineer can resolve this..

Question. How can I speak to a human at BT? My friend is vulnerable ( sound & verbal difficulties) and a Phone call to ask him to do 'things' is simply not on. I need to deal with BT on his behalf...or better still...BT, stop saying all is OK when it clearly isn't and sort it. But how do I 'speak' to them to explain.

Re: BB fault

Keith_Beddoe — Tue, 16 Jul 2024 13:26:40 GMT

@St-Etienne

I will see if a moderator can help with this, as this is just a customer forum.

Re: BB fault

St-Etienne — Tue, 16 Jul 2024 13:30:08 GMT

Many thanks, any help is much appreciated

Re: BB fault

PaddyB — Tue, 16 Jul 2024 13:33:08 GMT

Hi @St-Etienne,

Thank you for posting and welcome to the Community. I'm sorry if you're friend has been left without service. Please send me their details and I'll take a look at what is happening with the fault.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy