We are on the old copper line BUT that is not the issue. Customer support - when our cottage was affected when last Sunday 23rd around 7 am a lightening crack hit our cottage and all fuses went down - basically makes the whole situation worse.
1. Power was put back on when all fuse box was back in operation. Result was electric able to be put back on.
2. Using my mobile, I report fault and was told by text message my line and internet were working.
3. I will not type up all the stress that BT customer service gave me just created even more stress!!! We are in late 70's and then I supported our neighbour who lives on his own, who is in his mid 80's, who was affected like us. He is not used to a mobile and I would wait the average 60mins to get through and then walk the 200 yards to his home so he could speak to BT and explain his issue. (As you can imagine phoning this at 8 am and then again in evening hoping to get through with a wait of average 50 mins - becomes VERY stressful as basically when the call is finished you feel you are going to get help BUT you don't.
Each time we are told we would be phoned back but nothing. It took longer to get his landline transferred to his mobile because he was not able to get a response and BOTH of us have poor signal on our mobiles.
4. Friday - we got a phone line back. Open Reach came, just by chance outside our gate, I spoke to him, and he came in. Tested main socket on wall but this had blown, affected wire behind and he replaced all. Said Hub was no good and I needed to get onto BT to order a new one.
5. Open Reach engineer also confirmed our BT Advanced Phone with 100% call blocking and answerphone was now broken. So needed to order a new one.
6. Thank fully yesterday my new hub arrived and my new phones. So 29th back online - but HUB does not have a new wire supplied from it to main box. I am using old one and several times iHub goes off line. Why do they not send the cable from hub to main socket on wall. This must have been affected by electric strike?
7. BUT!!!! It is this terrible customer service for our age group. All compounded by being told no issues in your area, we will call you back but they don't, I now see emails (as I am back online) when obviously I have phoned them, and it says your complaint is now closed!?
8. Oh! After waiting 50 mins plus for Sales - when I said I needed to order a new Hub and was asked 'How do I know it is broken?' That is after I explained what had happened and how frightening it was - like a hug gun shot.
9. Both my neighbour and I have been with BT for over 40 years. Now when we need support it is not there.
Apparently Open Reach is on strike but..... surely just one call back to say we are 'on it' be patient.
10. I need to see my neighbour later on today because as far as I know he is not back on line. He said he will have to go to the Satellite Service being offered in village as he can't go through this experience again.
11. Last question - my new phone with two handsets. I know the base is broken on my other one but is there any way I could use one of the handsets with this new phone? (As it is exactly the same.)
11. So - now -
I need to see if I can be supplied a new wire from hub - most likely being asked how do I know it is faulty?
P.S. I hope you have been able to follow this - but surely the service should be better than this?
