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Message 1 of 4

BT wont send an engineer even though it will fix the problem (for the second time)

I have tried and exhausted all my options so I thought I would post here in the hopes that my message would reach someone who can help.

It is the second time in two months that my Broadband and landline have gone out (exactly at midnight both times).

Both times they have said it is due to an "external line fault" that will take up to a week or two to fix. (Which obviously in 2019 it is not ideal to not have broadband for that long).

However, last time, even though they said this^ An extremely helpful engineer was sent out of the blue and managed to fix the problem in less than 20 minutes. Yet this time (even though it appears to be exactly the same issue) every customer service agent I speak to just passes me off and says the same "week or two" shpiel about it being "external" and that they cannot just 'send an engineer'.

Maybe it's just me in my angry phase but after being customers for 17+ years I think we should be allowed to have an engineer come round when we request it - especially if it will fix the problem! and if they cant fix it then I guess ill have to pay for the call out.

As this as happened twice on what appears to be a scheduled time slot (it is also only affecting our house) - I am starting to think some lines are being swapped at BT and thats what keeps causing the issue.

Either way - Ill end my rant and just ask:

please can someone send an engineer today? Please just fix my broadband or provide a direct number I can call to get this sorted.

Seriously considering moving to Virgin at this point.

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3 REPLIES 3
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Message 2 of 4

Re: BT wont send an engineer even though it will fix the problem (for the second time)

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Message 3 of 4

Re: BT wont send an engineer even though it will fix the problem (for the second time)

Thank you - I will await their response!

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Message 4 of 4

Re: BT wont send an engineer even though it will fix the problem (for the second time)

Hello @Zack2,

Welcome and thanks for posting. I'm sorry about the problems in getting this resolved. 

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers

ArnieL

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