This topic

Vicious circle of Line Fault

ATTisBetter — Mon, 31 Oct 2022 13:43:01 GMT

Since 17th Oct (two weeks) BT claim to be sending an engineer to fix a basic line fault - but nobody has actually been assigned. Charming call centre staff apologies each time I call (5 times) and we begin again - but still no progress. How do you actually ensure that BT fixes a basic line fault, rather than just saying they will fix it and doing nothing ?

Re: Vicious circle of Line Fault

DavidM — Mon, 31 Oct 2022 14:02:14 GMT

Hi @ATTisBetter and welcome to our community.

I'm sorry it's taking so long to get your line fixed. I can help. I'll need a few details so check your inbox for my message and drop me a reply with the details.

Cheers

David

Re: Vicious circle of Line Fault

ATTisBetter — Mon, 31 Oct 2022 14:10:12 GMT

@DavidM - I tried to open your PM on both iPad and iPhone but the message does not ‘open’. I can see the 1st two lines and then it truncates. If I click on the message or the ‘envelope’ nothing opens.

Re: Vicious circle of Line Fault

imjolly — Mon, 31 Oct 2022 14:12:26 GMT

do you have devices set to desktop view? you also need to be signed into forum

Re: Vicious circle of Line Fault

DavidM — Mon, 31 Oct 2022 14:12:43 GMT

Sorry about that @ATTisBetter . Are you able to try a different browser?

Cheers

David

Re: Vicious circle of Line Fault

ATTisBetter — Mon, 31 Oct 2022 14:13:36 GMT

I’ve also tried Chrome - same problem - does not open. Will open laptop and see if MS works

Re: Vicious circle of Line Fault

ATTisBetter — Mon, 31 Oct 2022 14:51:41 GMT

Hi @davem- 3rd device, 6th browser - but PM still doesn't open, so have tried to send new PM's to you. Hopefully you received PM with all of our details, fault etc. Cheers.

Re: Vicious circle of Line Fault

DavidM — Mon, 31 Oct 2022 15:50:48 GMT

Hi @ATTisBetter ,

Sorry for the inconvenience there. I can see your message in our queue. We'll get to you in turn.

Cheers

David

Re: Vicious circle of Line Fault

ATTisBetter — Mon, 31 Oct 2022 15:57:48 GMT

Many thanks…

BT arbitrarily close complaint with no fault fix

ATTisBetter — Mon, 31 Oct 2022 17:53:47 GMT

After two weeks of waiting for a fault resolution - I have received an email stating that BT have closed the complaint - without any resolution to the fault or discussion with me. How can BT just close complaints that have not been resolved ? Is there a way to communicate with BT without waiting for an hour on on the suggested 0800 number they provide ?

Re: BT arbitrarily close complaint with no fault fix

imjolly — Mon, 31 Oct 2022 18:45:10 GMT

@ATTisBetter

There is no point in contacting BT and waiting on phone as you have posted on the forum and have been contacted by the forum mods who are now going to help you get connection sorted. You now just need to wait for more getting back to you as your email is now in a queue and mods will respond when your email reaches top of queue. As everyone thinks their problem is a priority the mods reply to each email in order they are received to ensure that everyone is treated equally

Re: BT arbitrarily close complaint with no fault fix

ATTisBetter — Mon, 31 Oct 2022 19:46:42 GMT

Thanks Sage. My 'complaint-closed' query is separate to the earlier query, as I subsequently received an email from BT around 17:30 saying they had closed the case, even though nobody has been in touch from BT (not from the forum). My question was and still is how can BT close a case when the fault is still open and without any customer engagement? I gratefully await assistance from the moderator(s) to potentially fix the two week old fault in parallel, (even if BT Help has closed the original case and opened a new one with today's date).

Re: BT arbitrarily close complaint with no fault fix

-Richie- — Mon, 31 Oct 2022 20:22:02 GMT

@ATTisBetterwrote:
My question was and still is how can BT close a case when the fault is still open and without any customer engagement?

BT can close a complaint if they've made 3 unsucessful contact attempts on 3 different days, is your mobile contact number updated with them ? if not and your landline is broken, BT can't get in touch.

A complaint can also be reopened within 28 days of the previous closing, it happens.

Wait for the mod team to get in touch, they have a fantastic track record in resolving things 🙂

Re: BT arbitrarily close complaint with no fault fix

ATTisBetter — Tue, 01 Nov 2022 07:36:25 GMT

Thanks Richie. In the last 5 days I’ve received multiple calls from many people except BT - there is no problem with my mobile. When I do call them (every day now) - they use my mobile to send an SMS for security - definitely no issue with the registered number. I am quietly confident that the mod team can break through the logjam.

Re: BT arbitrarily close complaint with no fault fix

angel4 — Tue, 01 Nov 2022 09:45:35 GMT

from angel4 I had this problem when resolving line problem for my mother, numerous staff fixing problem, and nobody did. If you have been contacted by a moderator follow their advice, I was advised not to contact helpline number it tends to confuse issue , hope this helps.

Re: BT arbitrarily close complaint with no fault fix

ATTisBetter — Tue, 01 Nov 2022 10:30:51 GMT

@ Angel4 Thanks for taking time to respond. For sure the 0800 people seem to be in ‘no man’s land’, trapped between Openreach and the end customer with only incorrect online information to pass on, which invariably changes whilst no real ‘field’ work actually occurs. Poor staff are high and dry.

Re: BT arbitrarily close complaint with no fault fix

DavidM — Wed, 02 Nov 2022 14:35:05 GMT

Hi @ATTisBetter ,

Thanks for speaking with me. I'm glad this is all sorted, sorry it's taken so long for something so simple. Please get in touch if you have any other issues.

Cheers

David

Re: BT arbitrarily close complaint with no fault fix

ATTisBetter — Wed, 02 Nov 2022 20:35:30 GMT

Big thanks to the Community - and to the Openreach engineer who arrived this morning and knew what he was doing - fault all fixed - telephony and broadband now operating normally after 16 days out. Broadband is now more important than oxygen 😉 It was a simple copper-pair disconnection at the top of the telegraph pole; (contrary to the multiple other theories espoused by the 0800 people). Bravissimo !