This topic

Why do BT keep closing my complaint?

colin2018 — Wed, 16 Oct 2024 17:26:31 GMT

Problem no dial tone since last week.

I have 3 separate complaints all have closed as fault cleared.

Spent 2 1/4 hours on live chat yesterday and had BT engineer here for 1 hour today.

The fault is still there.

If I call faults option 2 I cannot speak to a live person just says will check my line and call me back, how on a phone that does not work?

Any suggestions would be welcome.

Re: Why do BT keep closing my complaint?

Peter_W — Thu, 17 Oct 2024 09:57:20 GMT

Good morning @colin2018, welcome back to the BT Community.

We would definitely expect you to continue to be updated if this fault is still ongoing.

When the engineer visited how were things left with you?

Usually we would expect some next steps to be given if this wasn't able to be resolved during the visit.

Peter

Re: Why do BT keep closing my complaint?

chrisjp — Thu, 17 Oct 2024 10:23:56 GMT

It does seem to be a policy of a lot of IT type support groups to close issues after a week or so whether or not they have been solved.
In a previous employment this used to happen with computer network issues. You'd raise an issue, a technician from IT support would come to your desk, fiddle with your computer and then announce with a shrug that he needed some sort of extra support to fix your issue, and then he would disappear. Next thing you knew was your issue had been "resolved" and you had to raise it all over again. This could go on for several weeks before, by chance, you got a technician who knew what he was doing and fixed your issue.
BT seems to be continuing this tradition!

Re: Why do BT keep closing my complaint?

colin2018 — Thu, 17 Oct 2024 10:26:32 GMT

Good morning Peter thank you for your concern.

The engineer left after being on phone to BT faults for a hour.

He left very frustrated with the outcome as could not resolve the issue note he was a BT person and was trying to get an open reach person to sort problem. He was not very happy I can tell you.

In the end had to leave it that I would get an email within 24 hours saying when an open reach appointment has been made. This was because person at other end could not make an appointment.

24 hours has gone by and no email.

There are 4 closed faults for same problem which was raised on 30 September 2024

Re: Why do BT keep closing my complaint?

Peter_W — Thu, 17 Oct 2024 10:45:20 GMT

Thanks for explaining all of that @colin2018.

So just to be sure, was it an Openreach engineer that visited here to check the line, or an internal BT engineer to provide additional support?

Do you know if you still have an open complaint at the moment too?

Peter

Re: Why do BT keep closing my complaint?

colin2018 — Thu, 17 Oct 2024 14:42:55 GMT

The person was a BT engineer he had BT on his uniform.

All complaints are marked as closed.

Re: Why do BT keep closing my complaint?

Peter_W — Thu, 17 Oct 2024 15:39:47 GMT

Cheers @colin2018, if this was a BT specific engineer then I'm confident that this will have been raised further to Openreach, but I can understand your hesitation at the lack of updates.

If this issue is unresolved your complaints definitely shouldn't be getting closed if this is unresolved too.

I'd recommend waiting a bit longer to see if you get a further update on the Openreach appointment, but if you continue to hear nothing it could be worth getting this raised directly to our dedicated complaints team.

You can find all the details of how to raise this with them, along with our full code of practice on the link above.

Peter

Re: Why do BT keep closing my complaint?

Jane2018 — Fri, 18 Oct 2024 11:31:52 GMT

When one of my landlines stopped working (dead line, not DV) a few months ago as did others in my area I raised a fault online. Every single Friday BT chose to close it and then I reopened it for the next week. I had given my contact mobile and they never contacted it once until 4 weeks in of no service when at long long last they got the landlines in the area working again. No sign of any compensation but I cannot be bothered to ask for that even though you would think as they had all the details of 4 weeks without ability to use the landline and who is affected they could easily have applied the discount to the account for each day of no service.

Re: Why do BT keep closing my complaint?

colin2018 — Sat, 19 Oct 2024 08:37:42 GMT

Update 19 October....nothing from the the person the BT man was talking to (have record of her name) that said she would email me oppointment date within 24 hours or from my contact with the person that promised me the same on the 11 October after being on the phone for over an hour.

Re: Why do BT keep closing my complaint?

iniltous — Sat, 19 Oct 2024 09:40:57 GMT

Is your telephone service Digital Voice so your phone instrument is plugged into your BT router or you are still on PSTN ( phone connected to a socket on the wall ) ?
If it’s DV and your broadband is working correctly, ( and that isn’t as obvious as you may think ) then there is no Openreach involvement, there is nothing OR can change/fix to provide or restore DV , it’s a BT system.

If you had a visit from BT ( rather than Openreach ) so the vehicle livery was purple ( as opposed to predominantly white with OR ) and the image clothing BT branded ( this appears to be the case with your visit ) , then all a home visit from BT can accomplish is checking the router , anything else ‘BT’ doesn’t need a visit to your home . If your BT visit has given the equipment a clean bill of health , then it’s a configuration issue and that’s still BT ( not OR ) the only way OR could really be involved is if your actual ‘line’ connection is crossed , for example , your connection works , but its crossed with another BT or Plusnet or EE customer, so your router syncs to the service ( your broadband appears to work ) but it’s connected to someone else’s ’account’ , explaining why DV doesn’t work but broadband does .

If you are still PSTN , that’s different, it would have been helpful from the start to provide more detail.

FWIW , if your broadband is working correctly ( you connected to the correct broadband ‘port’ ) and you are on DV , you don’t need a new appointment or another home visit , whatever the BT problem is it’s remote from your address , so no requirement for you to be at home , obviously if you are connected to the wrong broadband port and effectively using someone else’s broadband connection ( because of a cross connection in the Openreach network ) that needs OR intervention.

Re: Why do BT keep closing my complaint?

colin2018 — Tue, 22 Oct 2024 06:01:22 GMT

It is a combination of both.

Phone on old line....internet through new digital router ... digital being connected 20 October... reported phone issue 30 September.

All equipment in home is working ok.

There is no dial tone.

I have written to BT customer service and will see what happens on 20 October.

Re: Why do BT keep closing my complaint?

Anonymous — Tue, 22 Oct 2024 06:12:46 GMT

What do you mean by "digital router"? If you've been upgraded to FTTP & you router now connects to a newly installed ONT, then your phone service is almost certainly now DV.

Connect to the router via a browser (192.168.1.254) & check if the phone section is active & showing your number. If so, your phone should be plugged into the back of thee router as @iniltous suggested.

Re: Why do BT keep closing my complaint?

colin2018 — Tue, 22 Oct 2024 08:14:00 GMT

I changed over to a smart hub 2 which I understand has the digital workings installed.

I have the digital phone kit but not connected as been told digital will not be activated till 24 October (not 20 as said in last post, my error sorry).

Re: Why do BT keep closing my complaint?

colin2018 — Tue, 22 Oct 2024 08:17:40 GMT

Checked status results.

Broadband connected

Phone not configured

Re: Why do BT keep closing my complaint?

iniltous — Tue, 22 Oct 2024 08:53:33 GMT

Presumably then you are currently on PSTN telephony ( phone in wall socket but not working ) , because of your imminent migration to DV you have been sent a SH2 which you have connected, it shows that DV hasn’t yet been configured, so the PSTN wall socket should still be working ( but isn’t ) .

Obviously I’ve no idea what you have reported, but it should have been that your phone ‘line’ wasn’t working ( NDT , no dialtone ) but your broadband is fine , and reported as a phone problem not a broadband problem, if that was done , it’s possible the migration to DV has been assumed to be the issue when it’s probably the PSTN exchange equipment that’s faulty ( one of the reasons for moving to DV is the PSTN exchange equipment is now very old and prone to failure ) .

A ‘BT’ engineer is actually the correct ‘department’ in that Openreach are not responsible for PSTN equipment ( the actual switch in the exchange building ) but the home visit by BT seems bizarre, nothing can be fixed by BT in your home if you are still PSTN , an exchange engineer visiting a house is nonsensical, suggesting although BT , they were not a PSTN switch engineer .

The appropriate response to NDT reports, is Openreach check from the customer to exchange and if the exchange at fault , ( your individual line circuit ) it is not repaired , you are transferred to spare , adjacent ( but working ) line circuit by Openreach , ( who call BT , get BT to reconfigure your appearance in the exchange equipment to a new line circuit location and Openreach ‘rejumper’ your line to that new circuit )

Given the fact that it’s now less than two days to the DV changeover , it’s probably pointless attempting to get this resolved now , simply wait until 24/20/24, chances are DV will work and the faulty PSTN is never going to be reissued to anyone , obviously you move your phone instrument to the router from wall socket , once done , ( and working on DV ) ask BT about compensation.

Re: Why do BT keep closing my complaint?

colin2018 — Wed, 23 Oct 2024 07:35:47 GMT

You are spot on iniltous, had another BT engineer round yesterday this was in response to my long telephone call 11 October when was told I would be contacted within 24 hours, he had better luck when contacting office.

It has always been about phone faults no dial tone or very bad line. Interesting your comments on openreach and exchange fault, last time (year ago ish) openreach repaired phone line then said there was a fault at the exchange which was down to BT, never heard anymore and lived with issue.

Anyway the conclusion now is that phone line was disconnected by BT on 9 October before digital was up and running. Expect a post from me Friday 25 saying all is working.

Also had email from BT given me refund for not being able to fix issue within 2 working days.

Re: Why do BT keep closing my complaint?

colin2018 — Fri, 25 Oct 2024 05:36:41 GMT

Update 25 October....Was hoping to say all is working but unfortunately nothing has changed, have landline plugged into the hub nothing, attached BT digital handset nothing.B

Anybody know if BT send an email when digital is turned on?

Re: Why do BT keep closing my complaint?

iniltous — Fri, 25 Oct 2024 06:49:14 GMT

Was it BT or Openreach that visited on the 23rd ?, seems unfathomable to me that BT visited you , anyway it’s still quite early to be saying the migration to DV hasn’t worked ( that’s not to say it definitely will ) but it may be anytime on the day they said , so could be 23.59pm today ….you obviously know how to check the SH2 stats to see if DV shows as configured, that’s the place to check , but in the interim as your master socket has no dialtone , connect your phone to the router and periodically check …..I can’t recall getting an email saying the migration was done , but I didn’t immediately connect my SH2 ( I continued to use the old BT router ) and did receive a communication ( text or email ) saying we noticed you haven’t connected you new router yet , and to connect it ASAP .

Re: Why do BT keep closing my complaint?

licquorice — Fri, 25 Oct 2024 07:51:45 GMT

It may also require a reboot of the hub to kick DV into life.

Re: Why do BT keep closing my complaint?

colin2018 — Fri, 25 Oct 2024 15:45:21 GMT

Done reboot no change.

Account is saying "Please connect your new Hub, otherwise there will be a delay to setting up your Phone service." It has been connected since 11 and rebooted 5 minutes ago.

No dial tone on handset say no internet.

Landline no dial tone.

"Fri 1 Nov 2024

Parallel Phone Service

You’re currently in the process of switching from your old landline to your new Digital Home Phone service."

Does this mean changed over will be next month?