This topic

Line fault reported and closed by BT

loguey — Mon, 03 Jul 2023 15:23:18 GMT

Can someone advise me how I can actually get my line fault fixed by BT? I have not had a dial tone since 28/06/23 yet my call was marked as 'resolved' by an online agent who was more concerned about getting positive feedback from me than solving my problem.

I feel I am literally going round and round in circles trying to get an engineer to visit. My fault is marked as 'resolved' on the faults system but I have no way of challenging this.

Re: Line fault reported and closed by BT

imjolly — Mon, 03 Jul 2023 16:24:21 GMT

Are you a BT broadband and phone customer?

Were you recently moved to digital voice which needs you to use SH2 and connect existing phone to green socket on back of hub

If still on copper cable for phone then phone 03301234150and report phone fault

Re: Line fault reported and closed by BT

PaddyB — Mon, 03 Jul 2023 17:36:59 GMT

Hi @loguey,

Thank you for posting. I'm sorry if you've been left without a telephone service. The quickest way to get this fix is by ringing the number @imjolly has post.

Alternatively, if you can't call or don't mind waiting a day one or two one of the moderation team will be able to take a look at this for you.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: Line fault reported and closed by BT

loguey — Wed, 05 Jul 2023 11:02:58 GMT

Thanks Paddy, I have now sent you a PM with the details required. I have to say your online chat agent actually made my problem worse, not better. The agent spent more time asking me for positive feedback and even closed off my fault without my consent. Perhaps the system needs to allow customers to dispute a closure and re-open the call online without having to jump through so many hoops...

Re: Line fault reported and closed by BT

DavidM — Wed, 05 Jul 2023 11:07:49 GMT

Thanks for sending over the details @loguey .

I can see your message in our queue. We deal with cases in turn but will get to you soon.

Cheers

David

Re: Line fault reported and closed by BT

loguey — Thu, 06 Jul 2023 10:55:55 GMT

Got the fault fixed yesterday. The line has been reconnected so we can make and receive calls again. Many thanks to all of you at the forum as your intervention got things in motion.

Best regards and many thanks,

Richard

Re: Line fault reported and closed by BT

SherlockPhones — Fri, 07 Jul 2023 07:33:11 GMT

I've been saying that for 2 years. I have the same problem. The system closes faults without any online contest, even though the engineers who did the D-side work, knew that the fault was still present E-side when they left.