This topic

Is this now a new policy?

DorsetCustomer — Wed, 19 Mar 2025 12:43:05 GMT

I've had to call to report a fault twice in the last few weeks.

Both times. Right after explaining my problem I was told I was going to be put on hold (no explanation as to why) and then no one ever got back and I had to eventually. Give up. This has just happened for the second time.

It seems to me that some customer service people can't be bothered doing their job.

Meanwhile my landline isn't working for the second time this year.

Re: Is this now a new policy?

Kodikid — Wed, 19 Mar 2025 13:04:47 GMT

Been with BT around 15 years..one of the reasons I stuck with them was when calling customer services I always spoke to Warrington or Scotland.

Seems now BT have not only joined the race to the bottom but are actively leading the pack. Will seriously now be looking at other isp's come September.

My TNT special offer finishes in June so when I cancel that I will have to extra diligent that my September 2025 contract expiry date doesn't morph into June 2027 overnight. Just no trust left sadly.

Re: Is this now a new policy?

imjolly — Wed, 19 Mar 2025 13:12:05 GMT

try Text PHONE to 61998 to report fault with phone

Re: Is this now a new policy?

DorsetCustomer — Wed, 19 Mar 2025 13:51:25 GMT

That's what I did. A "Guide" called me back on my mobile. I said my landline doesn't work. He asked me to give him the number in the text he sent me, I did. He then said I'm putting you on hold. I then NEVER heard from him again.

I have since texted "PHONE" to 61998 a couple of hours ago and no-one has got back in contact.

My family have been customers of BT for generations and decades. There's is no quality customer service.

Re: Is this now a new policy?

imjolly — Wed, 19 Mar 2025 13:56:31 GMT

have you checked service in your area https://www.bt.com/help/check-service-status

Re: Is this now a new policy?

DorsetCustomer — Wed, 19 Mar 2025 14:19:29 GMT

Nothing happens when I type my number into the space

Re: Is this now a new policy?

imjolly — Wed, 19 Mar 2025 14:26:32 GMT

have you been moved to digital voice or still connecting to phone socket on the wall

Re: Is this now a new policy?

Christopher_G — Wed, 19 Mar 2025 18:15:03 GMT

Hi @DorsetCustomer

Welcome to the community.

I'm sorry to hear of your experience with this. Have you managed to speak to someone since, to get someone to help with your landline issue and explain what happened on those other calls?
Chris

Re: Is this now a new policy?

DorsetCustomer — Thu, 20 Mar 2025 10:20:24 GMT

We've not moved to digital voice. I'm nervous about the move

Re: Is this now a new policy?

DorsetCustomer — Thu, 20 Mar 2025 10:21:45 GMT

I've still not heard from BT. I've texted "PHONE" to 61998 many times. only twice I've I go to the stage that you can reply "GUIDE" but then no-one contacts me.

Re: Is this now a new policy?

DorsetCustomer — Thu, 20 Mar 2025 11:10:14 GMT

BT finally called. An engineer is coming next Monday. that will be 5 days without a landline.

Re: Is this now a new policy?

iniltous — Thu, 20 Mar 2025 11:50:10 GMT

The weekend doesn’t count as working days , so it’s 3 days really , the target repair is 2 days so you should be eligible for a day compensation, that’s assuming it’s fixed Monday, there is always the chance it’s repaired before then (or unfortunately later than that ) ….obviously it can be stressful without service , but this is a service that costs around £1-£1.50 a day assuming broadband is also taken , more like .75p a day for a standalone phone , strange that something apparently so essential is so cheap

Re: Is this now a new policy?

DorsetCustomer — Thu, 20 Mar 2025 12:03:35 GMT

Most days my broadband doesn't work or is so slow I can't do most of the things one should be able to do, so no I don't think it's a cheap service considering I pay for a service I do not get. My landline quality has been poor for ages, finally it got so poor (no one could hear me) I braved trying to contact BT, because I know in the past it's REALLY hard to let them know about a fault. I've spent HOURS in the past trying to get through to them.