cancel
Showing results for 
Search instead for 
Did you mean: 
brianjohn
Beginner
1,034 Views
Message 1 of 15

BT lies

Why does BT keep on telling lies about the statis of a fault?  BT engineers were working on our line on Thursday of last week.  on Friday of last week the phone line went dead.  That's more than 8 days ago.  We are in a mobile dead zone, and are completely dependent on the landline.  All complaints seem to end up in Bangladesh or somewhere -- if we or our neighbours ever do manage to get through to a human being. Endless waits, endless multiple choice options, and endless nonsense.   Lies, and more lies.  On Wednesday last: "they are working on the line, and it will be fixed by tonight."  On Thursday" "They have traced the fault, and it will be fixed by this evening."  On Friday:  "They are on the job, and will not leave this evening until your service is restored."  Lies and more lies.  Formal complaint to OFCOM coming up.  And by the way, our line is still dead.

0 Ratings
14 REPLIES 14
Distinguished Sage
1,023 Views
Message 2 of 15

Re: BT lies

Hi I am sorry to see you are having promlems with your BT Service

 

I suggest you contact the forum mods they should be able to get your problem sorted for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951

They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress

They are a UK based BT specialist team who have a good record at getting problems solved

0 Ratings
brianjohn
Beginner
1,020 Views
Message 3 of 15

Re: BT lies

Thanks John.  I've already done all of that, and it has made no difference at all.  Did it befoire contacting this Forum.  The line is still dead.......

0 Ratings
Distinguished Sage
Distinguished Sage
1,011 Views
Message 4 of 15

Re: BT lies

As this is your first registration on this forum, you may be confusing the normal BT help line with the BT Care Team who only deal with issues raised here.

BT do not provide or maintain the external network. This is done by Openreach who work for all service providers. BT do not get any special treatment.

Openreach have a backlog of work, so installation and repairs are taking much longer than normal.

 

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to find out what is going on.

 

They can be contacted using this link BT Care Team

 

They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.

 

0 Ratings
brianjohn
Beginner
1,002 Views
Message 5 of 15

Re: BT lies

Keith_Beddoe

Thank you Keith -- I have followed your advice and have contacted the BT care team.  It may well be that Openreach has a backlog of work, and that the problem is of their making rather than something under the contol of BT.  All I want is for the phone to be fixed -- it is supposed to take no longer than 3 days.  And whatever is going on, I expect the truth, and not to be fobbed off with a string of lies about the men being on the job, not going home until the line is reconnected etc etc.  Are the nice young people in Bangladesh -- or wherever -- actually trained to give these stock answers relating to matters which are beyond their control?  Last time the young lady actually went off to talk to the engineers -- so she said -- while I held the line.  Then she came back to me and said she had spoken to them and they had assured her the job would be finished "by this evening."  That was on Wednesday. Excuse me for being cynical, but while I waited on the line she probably spent a munute or two sipping at her coffee.....

0 Ratings
Distinguished Sage
Distinguished Sage
998 Views
Message 6 of 15

Re: BT lies

Openreach only guarantee that they will respond within three days, repairs could take much longer than that, depending on the nature of the fault.

 

0 Ratings
brianjohn
Beginner
994 Views
Message 7 of 15

Re: BT lies

Hmmm -- they are the ones who caused the fault.  It was not God's fault.  They were here on Thursday of last week, pottering about for a whole day, and then the phone went dead.

 

Small mercy -- I still have broadband (sometimes)......

0 Ratings
brianjohn
Beginner
923 Views
Message 8 of 15

Re: BT lies

The fault was fixed testerday -- with 11 days having passed since it was first reported.  It's obvious that BT OpenReach is understaffed and under-resourced -- at our local depot there used to be 12 engineers, and now there are 5 -- probably overworked and frazzled, and having to cope with angry customers whose phone lines are not working.  So engineers from Northampton have to drive down to help out.  This is an area with large mobile dead zones -- so many people (including us) are totally dependent on their land lines.  Eleven days is far too long to wait for a phone line to be fixed -- given that we use it every day for card transactions.  No idea how much we will have lost in terms of sales income.  It's all very well for BT to blame BT OpenReach -- what is not acceptable from BT is the string of lies told to us and to our friends and colleagues over 11 days of inactivity before an engineer finally came to fix the fault.  My experience of the BT fault reporting procedure is TERRIBLE -- long waits, absurd multiple choice issues on the automated answering system, and finally answers from people in some faraway call centre who seem to know next to nothing about what is going on in the wilds of West Wales.  Not good enough, BT.  Get your act together.

0 Ratings
Highlighted
Distinguished Sage
916 Views
Message 9 of 15

Re: BT lies

 "Eleven days is far too long to wait for a phone line to be fixed -- given that we use it every day for card transactions.  No idea how much we will have lost in terms of sales income."

 

Are you a Business user if you are then  you  should be using the Business fault line not the residential ones there is also a Business forum http://business.forums.bt.com/t5/Broadband-and-internet/bd-p/Broadband

 

also it is Not BT Openreach  it is just Openreach this link explains more http://www.expect.openreach.co.uk/faqs/

0 Ratings
brianjohn
Beginner
900 Views
Message 10 of 15

Re: BT lies

Thanks John.  Openreach is described as "a BT group business."  So if BT owns it, it is a part of the BT business empire. If it provides a lousy service on fault repairs, that reflects badly on BT -- and BT should ensure that the problems are sorted out.

 

I still haven't had an answer from anybody to this question.  Why do the BT personnel (who happen to be in India, so far as I can make out) tell so many lies to irritated customers like me?  Would it not be easier, in the long run, for them to tell the truth?

0 Ratings