Fault tracking inconsistent, is my fault logged or not?

[dougwzz99]

Hi

So my landline stopped working on Thursday (no dialtone). Broadband still working fine. Plugged corded phone into test connection on master socket, still no joy. Raised a fault online and got a confirmation email. So far so good...

This morning I check the 'My BT' Android app, it reports "You have 1 fault that we are working on". I click the "Track progress" which takes me to the normal website signon. I signon and it tells me "There are no faults to display for this account".  This doesn't seem right(!), so I call the 0800 800 150 number, they tell me they can see the fault logged but can't explain why it's not showing on my website logon. They say they will ask the engineers to update me as soon as possible...

So it now this evening, I've not had any update and the website still says "...no faults to display for this account". I've tested again and still no dialtone. I'm rather concerned this fault might have fallen into a black hole?  Should I raise another fault? How long should this sort of thing take?

Thanks for any advice.

[NeilO]

Hi @dougwzz99 Welcome back to the community and thanks for posting. I'm really sorry to see you're having a problem with your line and it's not tracking on the website, it's unlikely there will be any updates back from Openreach (engineers) over the weekend but if you send over your details we'll be happy to check that this has been logged correctly with them.

I'll send you a Private Message with details on how you can get in contact with the mod team.

[dougwzz99]

Hi NeilO
I have replied to your PM.
Thanks!

[NeilO]

Hi @dougwzz99 Thanks for sending over your details, I've replied to your private message as I missed you when I called. 

[dougwzz99]

Hi Neil,
Thanks for the call and PM, good to know the fault is actually logged on the system and will be investigated in due course. I have replied to your PM.

Thanks for the quick response, very much appreciated.

[dougwzz99 · Accepted solution]

Landline fault was fixed today. Thanks to NeilO for the assistance, much appreciated!

[PaddyB]

Hi @dougwzz99,

Thank you for posting back. I'm happy to see that the fault with your service has been repaired. @NeilO is in the office later today and I'll let him know.

Thanks

PaddyB