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Mac355
Beginner
3,662 Views
Message 1 of 16

Disgusted by BT bad service and Open Reach - charged for neighbour cutting our BT line.

 

Having some serious issues with BT and Open Reach, right from day 1. 

 

 

Part 1:

  • When I opened BT phone account, rude BT operator got my name and address wrong after saying she had been there 15 years and knew her job, I had to waste valuable time to correct this.
  • I asked for Ex-Directory number - read next...

 

Part 2:

  • Booked the engineer, when he arrived, he was late and wasn't happy. He told us he wasn't meant to be there, he was covering for someone - very unprofessional attitude.
  • He got a phonecall from a friend and told them he was going to 'get out of here', this was a Friday. He left in the middle of the job. We had already waited enough for the installation and we had to wait another weekend to get it finished.

 

Part 3:

  • Eventually got connected, but the phone started ringing 3 times a day, we got recorded messages, silent calls and people trying to get info from us. This was supposed to be an Ex-Directory number...
  • We googled our telephone number and found out that it was from a recent local Commercial Vehicle Rental business.
  • Our internet provider told us there would be a charge if we changed the number, and we would have no internet for a couple of weeks. 
  • We called BT, they offered no suitable solutions, we would have to pay the internet charge even though it was BT's mistake.

 

Part 4:

  • We are still getting as many nuisance calls. BT said they would register us with TPS -  they didn't. I had to, plus registered with other bodies BT didn't tell me about. I have told BT there is an ill person here who is suffering stress from the calls but BT will not block known numbers.

 

Part 5:

  • On Monday 23rd April we lost our phone connection, so we called BT and had to push for an engineer to come before Thursday. He came on Wednesday without our knowledge and put a card through our door pretending that he needed to access the property to fix the fault.
  • Interestingly that was a lie, because the line had been cut outside. How do we know? Read next...

 

Part 6:

  • A very rude, unprofessional and mannerless Open Reach engineer came on Thursday, (after another long phone call to BT), told us our neighbour had cut off two BT lines and a Sky connection, and they were here to fix it. 
  • At the end of the job he told us he would be applying a charge to US, even though he knew our neighbour a few doors down had cut our line while he was cutting his trees. The charge is in the region of £130.
  • I believe the neighbour is a BT customer, but BT told me they are not going to pursue the charge with him, even though the engineer's report stated the neighbour is the culprit.

 

BT and Open Reach are cowardly, bullying customers who are not responsible, while they should be pursuing those who are responsible for vandalising BT's property. They charge their innocent customers anyway and let them go through the stress of disputing unlawful charges from BT and Open Reach.

 

So far we have wasted valuable time, made dozens of useless phonecalls, are very stressed.

 

We are disgusted with BT and Open Reach.

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15 REPLIES 15
WatchdogTS
Aspiring Expert
3,657 Views
Message 2 of 16

Re: Disgusted by BT bad service and Open Reach - charged for neighbour cutting our BT line.

Things do not go well sometimes, I think if you want your 130.00 back, you have to get the neighbour to pay up as it was he who caused the damage.

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Mac355
Beginner
3,610 Views
Message 3 of 16

Re: Disgusted by BT bad service and Open Reach - charged for neighbour cutting our BT line.

"WatchdogTS" you sound like you work for BT. Trust me, I am taking action against BT.

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john46
Distinguished Sage
3,605 Views
Message 4 of 16

Re: Disgusted by BT bad service and Open Reach - charged for neighbour cutting our BT line.

Mac355 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 are a UK based BT specialist team who have a good record at getting problems solved and will take ownership of the problem until it is resolved
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WatchdogTS
Aspiring Expert
3,602 Views
Message 5 of 16

Re: Disgusted by BT bad service and Open Reach - charged for neighbour cutting our BT line.


@Mac355 wrote:

"WatchdogTS" you sound like you work for BT. Trust me, I am taking action against BT.



You really are a fool if you think I work for BT, read my posts on the other forums. Your neighbour cut your line therefore he should pay for it.

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pottyperson
Distinguished Guru
Distinguished Guru
3,594 Views
Message 6 of 16

Re: Disgusted by BT bad service and Open Reach - charged for neighbour cutting our BT line.


@WatchdogTS wrote:

You really are a fool if you think I work for BT, read my posts on the other forums.


Why do you find it necessary to be so objectionable?

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WatchdogTS
Aspiring Expert
3,565 Views
Message 7 of 16

Re: Disgusted by BT bad service and Open Reach - charged for neighbour cutting our BT line.


@pottyperson wrote:

Why do you find it necessary to be so objectionable?


 

I find it is you who is being objectionable. The OP must be a fool if he thinks I work for BT when it is people like you who suck up to them. I am the complete opposite. 

 

Answer me this, if your neighbour cuts your phone line, who is responsible for the cost to reinstate the line, BT? the OP? or the neighbour?

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pottyperson
Distinguished Guru
Distinguished Guru
3,560 Views
Message 8 of 16

Re: Disgusted by BT bad service and Open Reach - charged for neighbour cutting our BT line.

Read this. If you understand it, you might learn something.

 

Spoiler
It is better to keep your mouth closed and let people think you are a fool than to open it and remove all doubt. (Mark Twain)

 

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WatchdogTS
Aspiring Expert
3,558 Views
Message 9 of 16

Re: Disgusted by BT bad service and Open Reach - charged for neighbour cutting our BT line.


@pottyperson wrote:

Read this. If you understand it, you might learn something.

 

Spoiler
It is better to keep your mouth closed and let people think you are a fool than to open it and remove all doubt. (Mark Twain)

 


Its a pity you do not follow your own advice, look up the word Troll while you are at it.

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SeanD
Community Manager
Community Manager
3,542 Views
Message 10 of 16

Re: Disgusted by BT bad service and Open Reach - charged for neighbour cutting our BT line.

Hi Guys,

 

This thread seems to be moving off topic, please keep it friendly.

 

@Mac355 - If you haven't done so yet, Please follow the advise given by John46 and drop us an email so that we can look into the details of this.

 

Cheers

Sean

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