This topic

Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

zingerrob — Tue, 07 Jan 2025 23:17:49 GMT

Hi,

Totally frustrated!!!

Mum has had her landline upgraded to fibre. New broadband activated but no landline for a week. She is 77 and vulnerable and lives alone with no mobile phone.

Install 2/1/25: Openreach engineer decided to take down old line so we have no backup. Too laze to drill an extra hole and felt it was easier to strip the old line.

2/1/25 Phoned up to ask why landline didn't work. The answer: "it will take 24 hours. In the meantime use the old Master socket!" which is impossible

3/1/25 24 hours later phoned BT again, explained situation with Mum. answer: Don't worry I'll be looking after you today, it is up on my screen blah. It will definitely work by Sunday 5/1/25

5/1/25 Phoned Bt again to complain. Answer. "I am very confident it will be fixed, it is a code glitch on BT's side and it is with our IT department who will fix it in 2-3 days"

As of typing, no landline!!!!! Will call again tomorrow. This is AWFUL

Re: Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

Oddbodkin — Tue, 07 Jan 2025 23:40:54 GMT

This is a prime example of why I have refused to have my phone switched to fibre, as despite living in a town of 7,000 myself & several houses around me have no mobile signal indoors & thus no backup in a power outage.

Re: Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

gg30340 — Wed, 08 Jan 2025 08:29:55 GMT

Have you plugged her phone into the green socket on the rear of the BT Smarthub ?

Re: Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

zingerrob — Wed, 08 Jan 2025 08:36:29 GMT

Yes. I have done the reboot etc. gone into hub and phone - not configured

thanks for your reply

Re: Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

Christopher_G — Wed, 08 Jan 2025 08:48:14 GMT

Hi @zingerrob

Welcome to the community.

I'm really sorry to hear of your Mum's experience with her upgrade to Fibre. I'm going to send you a private message to try and get you some help with this.

Could you take a look and get back to me please?

Thanks

Chris

Re: Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

Stuart99 — Wed, 08 Jan 2025 14:28:10 GMT

You are not the only one! I have been without a working landline for over 2 weeks since the engineer installed the new optic cable and cut the old copper one on 24th December. After being assured that there was no problem at my end, I was told last week that he'd used the wrong ethernet cable (they hadn't supplied one with the new hub). They ordered a replacement cable which finally arrived today but when I plugged it in, there is still no connection. They will call me back tomorrow...

Re: Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

zingerrob — Wed, 08 Jan 2025 14:41:14 GMT

Omg! Thanks for your message. This is totally shambolic!! The engineer should have left the copper cable alone as a backup at least. It is an awful anxious time for yiu especially over Chrisof all time to lose your pamdline. I hope you get a resolution pretty quick! All the staff I have spoken to have been **bleep**-sure. Should be called the fobbing-off department. Looking fwd to hear more from you

Re: Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

gg30340 — Wed, 08 Jan 2025 15:01:46 GMT

@Stuart99 wrote:

After being assured that there was no problem at my end, I was told last week that he'd used the wrong ethernet cable (they hadn't supplied one with the new hub). They ordered a replacement cable which finally arrived today but when I plugged it in, there is still no connection. They will call me back tomorrow...

You were fed rubbish to get you off the phone. Now a days an Ethernet cable is an Ethernet cable. If they said it was the wrong one because of the colour, that does not matter. The cable does not know what colour it is.

You get different grades such as CAT5E and Cat6 etc but they would all work with your connection.

Re: Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

zingerrob — Wed, 08 Jan 2025 16:27:33 GMT

Update as of 8/1/24:
Still no landline. Called BT "connections" in the Blackburn office and lone behold the person contradicted what the other agent said. Fix should be in 3-5 days and not 2-3 days. It is being looked at by the "offline" team, (omg jargon jargon jargon). I asked to speak to the manager to complain about the miss-information being given to me by various people. Was fobbed off. Said the manager was in a meeting and that call handler will call me back in 20 minutes. This does not happen.... Insisted that she could deal with the complaint by sending staff on various courses to improve. I asked how could she do this if she was not a manager? No answer...

Re: Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

gg30340 — Wed, 08 Jan 2025 16:30:54 GMT

Did you reply to the moderator in message 5, if not I would suggest that you do. The moderator may be able to help.

Re: Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

zingerrob — Wed, 08 Jan 2025 16:44:08 GMT

Thanks for your message again. The moderator has been in touch and I have given him all the account details in a message. He said somone from the complaints dept would contact. I received a text notifying me to expect a call within a few minutes but this hasn't happened, It is like 6 hours later now. Appreciate your message, thank you

Re: Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

Oddbodkin — Thu, 09 Jan 2025 02:33:32 GMT

What really demonstrates a disconnect between BT & its customers is when a complaint is elevated, they promise a response in X amount of time, then fail to deliver.
Truly abysmal service.

Re: Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

zingerrob — Thu, 09 Jan 2025 09:19:38 GMT

8.50 this morning, received a txt and the phone now works. My mum is connected again afer 7 days. I really do not know how some of you have coped without it for so long, 2 months in one case and so far 2 weeks in another case. Thank you to everyone on here for their concern and messages of help. I hope to hear more about my complaint regarding staff giving contradictory information.

Re: Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

Christopher_G — Thu, 09 Jan 2025 10:19:29 GMT

Morning, @zingerrob

Thank you for coming back to let us know. I'm glad it's all sorted for you now.

Chris

Re: Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

Stuart99 — Thu, 09 Jan 2025 10:36:41 GMT

Glad that your mum's phone is now connected. Mine still isn't after 16 days - perhaps I should speak to the moderator! The latest news is that someone will contact me within 48 working hours but I'm not holding my breath.

Re: Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

zingerrob — Thu, 09 Jan 2025 18:41:57 GMT

Hi, thanks for your message, glad its all over here. I hope yours gets resolved quickly. Let us know what is happening.

(Contact the moderator)

Re: Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

Stuart99 — Fri, 10 Jan 2025 11:17:35 GMT

My landline is now working! Once they had passed the fault on to the relevant department, they fixed it minutes. I told the technician about the problem with the "wrong" ethernet cable and she said that was irrelevant as any ethernet cable should work (confirming what gg30340 had said). She also said that BT changing my number would have made no difference. I am still waiting for them to reinstate my original number which might take up to 5 days.

When I pursue this complaint a key question is why it took 2 weeks for the problem to be escalated to the team who could actually deal with it.

Re: Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

Christopher_G — Fri, 10 Jan 2025 12:10:52 GMT

Thanks for coming back to let us know, @Stuart99

I'm sorry for your experience with this, I'm glad it seems to be working now. Hopefully, that number change will go through soon. Please keep us updated.

Chris

Re: Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

zingerrob — Fri, 10 Jan 2025 16:36:16 GMT

Not out of the woods yet! Anyone know how to get Caller Display working again? I'm just getting 'Incoming Call"

Re: Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

zingerrob — Fri, 10 Jan 2025 16:37:23 GMT

Good point, I had the same experience on the third call. I'll escalate it I was also told. Should have been escalated much sooner for you