This topic

Escalate to BT executive management to get my phone reconnected?

terrypin — Wed, 28 Feb 2024 07:30:49 GMT

Part of me feels the absurdity of even considering it! Or a scathing piece for the press or social media. But BT mistakenly cut off my landline of 30 years three weeks ago and I now despair of ever getting it reconnected.

The engineer installed a new Smarthub-2 router but was then dismayed to find that a ‘digital voice’ facility I had been told would then become accessible, was “Not provisioned”. Since then my phone consistently reports “Please check line cord”. Final straw this morning was getting an email from the ‘liaison’, who was supposed to be in charge of resolving this, saying:
“I've just contacted the person that is getting things sorted to see if there is any resolve to the issue yet and i will call you as soon as i have an update.”

So the person who is ‘getting things sorted’ is occasionally contacting the person who is ‘getting things sorted’! Three WEEKS to reconnect a phone?

My impression is that there is sadly no intelligent communication between departments. I’m not even sure after all this time whether it’s down to BT, EE or OpenReach? What I am sure of is that I’m fed up with it!

Is there anything you can do to help me please?

Re: Escalate to BT executive management to get my phone reconnected?

Keith_Beddoe — Wed, 28 Feb 2024 07:54:36 GMT

I will ask a moderator to post here.

I assume you have checked both your original phone connection at the master socket, and also the phone socket on the back of the Smart Hub 2?

Re: Escalate to BT executive management to get my phone reconnected?

terrypin — Wed, 28 Feb 2024 08:30:19 GMT

Thanks Keith, appreciate the fast reply.

The original master socket is in the hall, which was also the location of the base unit of my BT4600. The other unit of the pair was by my PC/router/extension socket in my ‘office’ upstairs. The engineer said he had to reverse these locations (something to do with the length of the available cord?)so that is the status today. IOW the connection to the BT external line is now via the socket upstairs. The phone is connected to the correct socket behind the router.

At an early stage, some fortnight ago, I requested another engineer check, but nothing has happened.

In case it’s relevant, the engineer also had to use an ‘adapter’ from his van, because he said it had not been included with the Smarthub, and he suspected that might be faulty. Another reason for my asking for another visit - in vain.

Terry

Re: Escalate to BT executive management to get my phone reconnected?

Keith_Beddoe — Wed, 28 Feb 2024 08:42:41 GMT

If Digital Voice has not yet been activated, then your phone should still work on your original phone socket which you say has been moved upstairs.

Have you tried plugging your phone into the same socket that DSL input to the home hub is connected to, I assume you are not on a full fibre connection?

It will never work plugged into the back of the Smart Hub 2, if DV has not been activated.

You would never get an engineer to visit, only an Openreach Field Technician.

Re: Escalate to BT executive management to get my phone reconnected?

DavidM — Wed, 28 Feb 2024 09:21:45 GMT

Hi @terrypin and thanks for posting.

Sorry there's been a delay getting this sorted. I can contact the team dealing and get you an update. Check your inbox for my message and drop me over the details.

Cheers

David

Re: Escalate to BT executive management to get my phone reconnected?

iniltous — Wed, 28 Feb 2024 09:45:49 GMT

What was the purpose of the original engineer visit ? , migration to digital voice doesn’t need an engineer visit , and why was the master socket relocated ?, finally where does EE fit into this ?

Re: Escalate to BT executive management to get my phone reconnected?

terrypin — Wed, 28 Feb 2024 10:00:32 GMT

If Digital Voice has not yet been activated, then your phone should still work on your original phone socket which you say has been moved upstairs.

The socket is still firmly embedded in the wall in the hall!

Have you tried plugging your phone into the same socket that DSL input to the home hub is connected to, I assume you are not on a full fibre connection?

Sorry, I’m technically way behind you on this stuff. Unclear what ‘DSL input’ means even after some quick browsing. Do you mean the old filters he removed upstairs, as redundant?

It will never work plugged into the back of the Smart Hub 2, if DV has not been activated.

Yes, understood, That’s what I’ve been waiting for.

You would never get an engineer to visit, only an Openreach Field Technician.

I don’t care about his/her specific title.

Re: Escalate to BT executive management to get my phone reconnected?

terrypin — Wed, 28 Feb 2024 10:11:25 GMT

Thanks David, very pleased to have someone else on the case. I’m checking email. If it helps I also have my iPhone at hand,

Edited out that iPhone number; thought I was replying privately to David.

Re: Escalate to BT executive management to get my phone reconnected?

Anonymous — Wed, 28 Feb 2024 10:11:33 GMT

@terrypin

You won't receive an email but a message through these forums. Check the envelope icon top right.

Please delete your personal information.

Re: Escalate to BT executive management to get my phone reconnected?

terrypin — Wed, 28 Feb 2024 10:34:21 GMT

@iniltous

What was the purpose of the original engineer visit ? , migration to digital voice doesn’t need an engineer visit

Seems to have been necessary in this case. Perhaps because old OpenReach white box also connected?

why was the master socket relocated ?

From my last post:

“(something to do with the length of the available cable)?”

finally where does EE fit into this ?

From my original post:

“I’m not even sure after all this time whether it’s down to BT, EE or OpenReach?”

Re: Escalate to BT executive management to get my phone reconnected?

Anonymous — Wed, 28 Feb 2024 10:42:51 GMT

@terrypin

Questions are being asked because your previous posts are unclear & apparently contradictory, so simply repeating them without explanation is pointless. Probably best you just reply to the Mods & wait for them to get back to you.

Re: Escalate to BT executive management to get my phone reconnected?

terrypin — Wed, 28 Feb 2024 11:35:16 GMT

Hi David,

I sent all the requested details some time ago. I can’t see any Sent Messages in the Private Messages section to give me reassurance that it was successfully sent. Is there one?

EDIT: Found it!

Re: Escalate to BT 4executive management to get my phone reconnected?

terrypin — Wed, 28 Feb 2024 11:31:43 GMT

Not sure what’s unclear or contradictory? Complicated, perhaps. Happy to clarify anything you want?

But I do agree it’s best to communicate now exclusively with the mod David.

Another String : Escalate to BT 4executive management to get my phone reconnected?

COMPANY-PENSIONER — Thu, 29 Feb 2024 09:43:20 GMT

HI terrypin.

It could be beneficial to see if an official complaint has been logged against your case.
The Complaints Login (MY ID) lives at URL:-
https://home.bt.com/login/loginform?TARGET=$SM$https%3A%2F%2Fmy.bt.com%2Fs%2Fapps%2Fappscomplaints%2Findex.html%23%2Fcomplaints

Give it a try ?

Re: Another String : Escalate to BT 4executive management to get my phone reconnected?

terrypin — Thu, 29 Feb 2024 10:03:41 GMT

Thanks for the link, but yes, it is a formal complaint now receiving urgent attention following my escalation to the CEO's office.

More generally, I'm personally happy to respond to any other questions on this, as well as help/feedback for me. But note the exchange yesterday with @Anonymous in that context.

Re: Another String : Escalate to BT 4executive management to get my phone reconnected?

Anonymous — Thu, 29 Feb 2024 10:16:27 GMT

We could get bogged down in a lot of detail but on review, I think it's largely irrelevant to your issue. If you have working broadband but the SH2 still says that DV is not provisioned, then that is all that needs to be addressed. Only the Mods can help with that here. The one thing you could try is a factory reset of the SH2 using the pin hole. There have been previous posts that suggest this might be necessary to pick up DV.

But if you had escalated to executive level before the Mods offered to help, then you will have to wait until that process is exhausted. My understanding from previous posts is that they cannot get involved in a case that is already at the highest level of escalation. Although they might be able to get a status update for you & maybe give a stuck cog a nudge.

Re: Escalate to BT executive management to get my phone reconnected?

terrypin — Thu, 29 Feb 2024 14:02:23 GMT

Thanks David. Looks like you didn't see my last message earlier this morning? Here's a paste:

--------------------

David,

Following up on my last message after midnight. I expect you'll be pleased to hear that you can take me off the list seeking help here! My formal complaint now has CEO Office attention.

Re: Another String : Escalate to BT 4executive management to get my phone reconnected?

terrypin — Thu, 29 Feb 2024 14:39:09 GMT

But if you had escalated to executive level before the Mods offered to help

They were only minutes apart . I had a prompt response from BT yesterday morning.