This topic

Phone line off for a week

JohnRH — Sun, 22 Feb 2026 21:53:45 GMT

I have an elderly friend whose broadband/landline has been off for a week. She keeps being told 24 hours but it doesn't happen. She has a mobile phone but in a poor signal area. She is concerned, her family are concerned. I telephoned BT on Friday and couldn't get any idea what was wrong and when it would go back on.

I need help.

Re: Phone line off for a week

Kimberlin — Sun, 22 Feb 2026 23:18:21 GMT

@JohnRH I’m afraid the only option is to call BT on their helpline. This is just a customer to customer forum, no BT staff except Moderators who may or may not see your post with no guarantee they can assist as they don’t have access to customer accounts. See link.

https://www.bt.com/help/contact-bt/account-and-billing/landline

Re: Phone line off for a week

JohnRH — Mon, 23 Feb 2026 08:56:53 GMT

Good morning.

The Bt help line is pointless. The same story everyday that its 24 hours away.

I came here because I previously had a problem....some years back.....and did get help and was hoping for a repeat.

But thank you for replying.

John

Re: Phone line off for a week

imjolly — Mon, 23 Feb 2026 10:25:28 GMT

try the message now link here

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

@JohnRH

as already said the mods no longer have account access which the did have when you received help

Re: Phone line off for a week

JohnRH — Mon, 23 Feb 2026 13:05:36 GMT

Thank you.

I did ring 150 again this morning.

First of all the fault reported by the elderly lady exactly one week ago is still outstanding due to a component part, a CSU, that is required but and I quote " cannot be ordered until today (23rd) as the person responsible is on holiday until today".....is BT a multibillion pound organisation or not.....ditto Openreach?

Second when I rang on Friday whoever dealt with my enquiry about this made the mistake of checking the line of MY PHONE rather than the one I was reporting I was also told.

I give up and isn't that the real issue, we all give up because it's pointless.

Back in 1979 plus or minus a year when I had no phone my parents in law were seriously injured in a car crash and we needed a phone urgently. I ordered the phone and signed the paperwork early on the following Monday morning. The phone was installed the same afternoon......

John H

Re: Phone line off for a week

Debbie_G — Mon, 23 Feb 2026 13:29:58 GMT

Hi @JohnRH.

Thanks for coming to the community.

I'm really sorry to hear of your experience. I've sent you a private message to get some more information from you and help you with this.

Debbie

Re: Phone line off for a week

chrisjp — Mon, 23 Feb 2026 17:55:04 GMT

"...and I quote " cannot be ordered until today (23rd) as the person responsible is on holiday until today".

This really beggars belief.
In the whole of BT, if you believe this telephone agent, only one person can order new equipment so everything grinds to a halt when he/she is on holiday.
Really?

Re: Phone line off for a week

Kimberlin — Mon, 23 Feb 2026 18:06:03 GMT

Surely someone somewhere isn’t being economical with the truth? 😂