This topic

Trying to track a landline phone fault

Reganon — Mon, 21 Oct 2024 10:26:05 GMT

First, for the life of me I cannot use the track a fault .

I log on to my BT, select Landline then LOGIN AND TRACK. I then get "the following Account not linked to my BT ID" -

I go to Link account to ID and the page states already linked to my ID. I then try again and he next page states "Sorry, we can't get your account details at the moment; terribly frustrating.

I cannot seem to find how to talk to an online chat box either!

Please does anyone know how to track a fault ongoing now for three weeks?

Re: Trying to track a landline phone fault

Anonymous — Mon, 21 Oct 2024 10:42:29 GMT

https://www.bt.com/help/contact-bt/technical-support/landline

Re: Trying to track a landline phone fault

Reganon — Mon, 21 Oct 2024 10:51:21 GMT

Thanks for the swift reply.

Been there, done that.

I used the text number and awaiting a reply to "testing my line" from the bot.

It just wants to reset my hub, when clearly it is a reported fault that needs to be clarified as to why it is taking three weeks.

What I don't understand is why I cannot track a fault that as already been reported?

Re: Trying to track a landline phone fault

Anonymous — Mon, 21 Oct 2024 10:54:25 GMT

@Reganonwrote:
I cannot seem to find how to talk to an online chat box either!

From my link:

Re: Trying to track a landline phone fault

Reganon — Mon, 21 Oct 2024 11:27:07 GMT

clicking on the message now button just gives me a bigger version- lol

Re: Trying to track a landline phone fault

Anonymous — Mon, 21 Oct 2024 11:33:52 GMT

I give up...

Re: Trying to track a landline phone fault

imjolly — Mon, 21 Oct 2024 11:41:21 GMT

@Reganon

use the link @Anonymous posted then message us then existing customer then select the department you want

Re: Trying to track a landline phone fault

Reganon — Mon, 21 Oct 2024 11:46:20 GMT

use the link @rbz5416 posted then message us then existing customer then select the department you want

I hover over the link given and just get the magnifying glass - it is a png file no link lies under it!

Re: Trying to track a landline phone fault

Peter_W — Mon, 21 Oct 2024 13:25:38 GMT

Good afternoon @Reganon.

After originally sharing the link, @Anonymous also shared a screenshot of what you should see when you head to this page.

This was just for reference and won't take you to this page, but their link further up the thread will 😊

You'll be able to connect to our team via this option, who can then help you track your fault.

Peter

Re: Trying to track a landline phone fault

Reganon — Mon, 21 Oct 2024 13:36:58 GMT

Thank you for sticking with me and clarifying what the previous 'helper' didn't and frustratingly saying "I give up". Making me feel like a clown.

I have now been contacted by a EE helpdesk? who can see the fault report and informed me the fault was cleared off as 'Indeterminate' ? When in actual fact it is still faulty. The help desk as now re-reported it and raised a complaint. Thanks to all who as replied.

Re: Trying to track a landline phone fault

Peter_W — Mon, 21 Oct 2024 13:40:31 GMT

Thanks for the update @Reganon, I'm glad you managed to get through to someone!

Please keep us posted on how you get on, if a complaint has been logged then you should continue to be updated on how the fault progresses.

You take care,

Peter