Formal complaint ignored — degrading line fault, no response in 3+ days

[netfault2026]

Formal complaint VOL***-*************, raised 9 Sep. No human contact from BT since — despite requesting email, a chatbot refusing to accept my message, an X/@bt_uk DM getting only a bot reply, and now an automated SMS saying the complaint will be silently closed if I don't respond within 7 days.

My broadband line has an active, worsening fault: downstream SNR margin down to 1.2 dB (target 6), CRC errors up to 43, first Severely Errored Second and first upstream Loss-of-Signal failure on 11 Sep. This is the third time the same fault has been reported in three months — the first two were closed overnight with no engineer. An engineer visit on 9 Sep performed no test and the fault was then wrongly recorded as "customer confirmed fixed" — I never said that.

Can someone please pick this up and get it escalated to an Openreach Special Faults Investigation.

[Mod edit - removed complaint reference. Please don't post account related details in the community]

[Kimberlin]

@netfault2026  Quite simply, the answer to your question will be no. There are no BT employees on this forum except for Moderators who don’t have any account access and this isn’t a contact point for Openreach either as they are a separate entity. This is a customer to customer help forum only. You will have to go to Executive Complaints.

[imjolly]

@netfault2026 

with a noise margin of 1.2db down if you have a landline phone have you checked for line noise by dialling 17070 option 2  should be silent  as @Kimberlin the forum mods do not have account access and as your post does not go to BT you need to contact CS.  there is no link from this forum to openreach

[netfault2026]

Thanks — found the Complaints Code of Practice and have emailed consumer-resolutions requesting escalation under Step 2. Appreciate the pointer.

[IrememberBuzby]

I have a very similar issue. I have now been around in circles....countless engineer visits, online chats, phone chats, complaints ignored. I am now just being persuaded to leave my contract for free as my fault is basically not fixable due to an old and dying copper infrastructure. I thought BT were under contract to provide a usable service but sadly not 😞