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bizygirl
Contributor
5,640 Views
Message 1 of 47

HOW DO I GET BT TO REPAIR A FAULT ON MY PHONE LINE

I HAVE BEEN CONTINUALLY LIED TO MISLED AND NOW HAD THE ESTIMATE TIME FOR REPAIRING MY PHONE LINE CHANGED ARBITARILY!!!!!

 

I WAS ASKED TO WAIT IN ON THE 27TH MARCH FOR AN OUTREACH ENGINEER BUT NO ENGINEER ARRIVED I WAS NEVER ADVISED BY BT THIS HAD CHANGED

I WAS TOLD MY PHONE LINE BY 17.00 TODAY, 28TH MARCH THIS WAS REVISED AT 16.00 TODAY TO 18.00 BUT THIS STILL HAS NOT HAPPENED THEN AT 18.00 TODAY THE TIME TO REPAIR MY PHONE LINE WAS REVISED TO 29TH MARCH AT 18.00

 

I HAVE SPENT £20.00 ON MY HUSBAND'S MOBILE PHONE I HAVE NO PHONE LINE I HAVE NO ACCURATE INFORMATION AS TO WHEN MY PHONE LINE WILL BE REPAIRED.  THE BT FAULT TRACKER STILL STATES IT WILL BE BY 17.00 TODAY THE 28TH MARCH

 

A LADY CALLED TANYA FROM BT CANNOT GET ANY AND I MEAN ANY SPECIFIC INFORMATION AS TO THE STATUS OF MY PHONE LINE FAULT OR WHEN IT WILL BE REPAIRED.

 

ALL TANYA CAN SAY IS BT WILL ESCALATE THE FAULT WITH OUTREACH AT 18.00 ON THE 29TH MARCH, BUT CANNOT TELL ME WHAT THAT MEANS CANNOT TELL IF THIS MEANS OUTREACH WILL REPAIR THE FAULT ON MY PHONE LINE OR WHEN OUTREACH WILL REPAIR THE FAULT ON MY PHONE LINE

 

WILL SOMEONE ANYONE TELL ME HOW TO GET THE SERVICE I AM PAYING FOR AND I HAVE NOT HAD SINCE SATURDAY THE 24TH AT 13.00!!!! HOW DO I GET MY PHONE LINE REPAIRED!!!!!!!

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46 REPLIES 46
bizygirl
Contributor
5,636 Views
Message 2 of 47

Re: Long delay in BT fixing phone line

PLEASE LET ME KNOW IF YOU FIND OUT SEE MY EXPERIENCE AND THIS IS ONLY HALF OF IT!!!

I HAVE BEEN CONTINUALLY LIED TO MISLED AND NOW HAD THE ESTIMATE TIME FOR REPAIRING MY PHONE LINE CHANGED ARBITARILY!!!!!

 

I WAS ASKED TO WAIT IN ON THE 27TH MARCH FOR AN OUTREACH ENGINEER BUT NO ENGINEER ARRIVED I WAS NEVER ADVISED BY BT THIS HAD CHANGED

I WAS TOLD MY PHONE LINE BY 17.00 TODAY, 28TH MARCH THIS WAS REVISED AT 16.00 TODAY TO 18.00 BUT THIS STILL HAS NOT HAPPENED THEN AT 18.00 TODAY THE TIME TO REPAIR MY PHONE LINE WAS REVISED TO 29TH MARCH AT 18.00

 

I HAVE SPENT £20.00 ON MY HUSBAND'S MOBILE PHONE I HAVE NO PHONE LINE I HAVE NO ACCURATE INFORMATION AS TO WHEN MY PHONE LINE WILL BE REPAIRED.  THE BT FAULT TRACKER STILL STATES IT WILL BE BY 17.00 TODAY THE 28TH MARCH

 

A LADY CALLED TANYA FROM BT CANNOT GET ANY AND I MEAN ANY SPECIFIC INFORMATION AS TO THE STATUS OF MY PHONE LINE FAULT OR WHEN IT WILL BE REPAIRED.

 

ALL TANYA CAN SAY IS BT WILL ESCALATE THE FAULT WITH OUTREACH AT 18.00 ON THE 29TH MARCH, BUT CANNOT TELL ME WHAT THAT MEANS CANNOT TELL IF THIS MEANS OUTREACH WILL REPAIR THE FAULT ON MY PHONE LINE OR WHEN OUTREACH WILL REPAIR THE FAULT ON MY PHONE LINE

 

WILL SOMEONE ANYONE TELL ME HOW TO GET THE SERVICE I AM PAYING FOR AND I HAVE NOT HAD SINCE SATURDAY THE 24TH AT 13.00!!!! HOW DO I GET MY PHONE LINE REPAIRED!!!!!!!

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Distinguished Sage
Distinguished Sage
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Message 3 of 47

Re: HOW DO I GET BT TO REPAIR A FAULT ON MY PHONE LINE

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.

 

 

 

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.

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bizygirl
Contributor
5,602 Views
Message 4 of 47

Re: Long delay in BT fixing phone line - new

I TOO WOULD LOVE TO GET MY PHONE LINE REPAIRED AS MY DAUGHTER RETURNS FROM HOLIDAY ON FRIDAY 30TH AND I WANT TO BE ABLE TO TALK TO HER!!  SHE JUST WILL NOT BELIEVE WHAT PASSED FOR CUSTOMER SERVICE IN THIS COUNTRY BY A MAJOR COMPANY READ THE FOLLOWING TO SEE WHAT I MEAN!!!

 

I HAVE BEEN CONTINUALLY LIED TO MISLED AND NOW HAD THE ESTIMATE TIME FOR REPAIRING MY PHONE LINE CHANGED ARBITARILY!!!!!

 

I WAS ASKED TO WAIT IN ON THE 27TH MARCH FOR AN OUTREACH ENGINEER BUT NO ENGINEER ARRIVED I WAS NEVER ADVISED BY BT THIS HAD CHANGED

I WAS TOLD MY PHONE LINE BY 17.00 TODAY, 28TH MARCH THIS WAS REVISED AT 16.00 TODAY TO 18.00 BUT THIS STILL HAS NOT HAPPENED THEN AT 18.00 TODAY THE TIME TO REPAIR MY PHONE LINE WAS REVISED TO 29TH MARCH AT 18.00

 

I HAVE SPENT £20.00 ON MY HUSBAND'S MOBILE PHONE I HAVE NO PHONE LINE I HAVE NO ACCURATE INFORMATION AS TO WHEN MY PHONE LINE WILL BE REPAIRED.  THE BT FAULT TRACKER STILL STATES IT WILL BE BY 17.00 TODAY THE 28TH MARCH

 

A LADY CALLED TANYA FROM BT CANNOT GET ANY AND I MEAN ANY SPECIFIC INFORMATION AS TO THE STATUS OF MY PHONE LINE FAULT OR WHEN IT WILL BE REPAIRED.

 

ALL TANYA CAN SAY IS BT WILL ESCALATE THE FAULT WITH OUTREACH AT 18.00 ON THE 29TH MARCH, BUT CANNOT TELL ME WHAT THAT MEANS CANNOT TELL IF THIS MEANS OUTREACH WILL REPAIR THE FAULT ON MY PHONE LINE OR WHEN OUTREACH WILL REPAIR THE FAULT ON MY PHONE LINE

 

WILL SOMEONE ANYONE TELL ME HOW TO GET THE SERVICE I AM PAYING FOR AND I HAVE NOT HAD SINCE SATURDAY THE 24TH AT 13.00!!!! HOW DO I GET MY PHONE LINE REPAIRED!!!!!!!

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bizygirl
Contributor
5,618 Views
Message 5 of 47

Re: HOW DO I GET BT TO REPAIR A FAULT ON MY PHONE LINE

THANK YOU FOR THE INFO BUT THREE WORKING DAYS FROM WHEN?  I REPORTED THE FAULT ON MY LINE ON SATURDAY 24TH AT 13.00 AND WAS TOLD REPAIR WAS WITHIN THREE WORKING DAYS AND THAT WOULD BE 28TH MARCH AT 17.00 THIS HAS BEEN REVISED TODAY TO 28TH MARCH AT 18.00 AND NOW 29TH MARCH AT 18.00!!  BT JUST CONTINUALLY MOVE THE GOAL POSTS AND AS  HONEST PAYING CUSTOMERS BT THINK THIS IS ACCEPTABLE.  IT IS NOT I AM GOING TO WRITE TO OFCOM TO REQUEST THEY UNDERTAKE A PROPER REVIEW OF HOW BT DEAL WITH ALL COMPLAINTS AND WHETHER THEY COMPLY WITH THE OFCOM REQUIREMENTS AND THERE OWN WEBSITE MY EXPERIENCE IS BT DO NOT.  HOPEFULLY IF OFCOM UNDERTAKE A REVIEW SIMILAR TO THE ONE THAT CAUSED A MULTI MILLION POUND FINE TO BRITISH GAS AND THEIR TREATMENT OF THEIR CUSTOMERS BT WILL NO DOUBT THEN CONSIDER THAT PERHAPS CUSTOMERS SHOULD BE TREATED APPROPRIATELY

 

BIZY GIRL

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Distinguished Sage
Distinguished Sage
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Message 6 of 47

Re: HOW DO I GET BT TO REPAIR A FAULT ON MY PHONE LINE

I appreciate you are having problems and keith has given the mod contact which should help you

 

however this is a community forum where customers help customers and typing your post in block capitals is considered shouting and rude to other forum members



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bizygirl
Contributor
5,610 Views
Message 7 of 47

Re: HOW DO I GET BT TO REPAIR A FAULT ON MY PHONE LINE

Thank you for the tip I am new to this and as you can tell extremely frustrated but not deliberately rude!!

 

Bizy Girl

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Distinguished Guru
Distinguished Guru
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Message 8 of 47

Re: HOW DO I GET BT TO REPAIR A FAULT ON MY PHONE LINE

You can be sure of effective attention from the Care Team, but please turn off your Caps Lock when you write to them. Typing in capitals is unnecessary and rude, and may deter others from responding to you.

 

[Edit: Oops! I don't type in capitals, but I obviously type too slowly.]

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Distinguished Sage
Distinguished Sage
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Message 9 of 47

Re: HOW DO I GET BT TO REPAIR A FAULT ON MY PHONE LINE

You can claim compensation here http://bt.custhelp.com/app/answers/detail/a_id/9394/~/customer-service-guarantee

 

I expect that Openreach, who actually supply and maintain your line, have come across a problem which it taking longer than normal to repair.

 

The BT Care team can find out more information, if the problem does not get resolved.

 

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bizygirl
Contributor
5,599 Views
Message 10 of 47

Re: HOW DO I GET BT TO REPAIR A FAULT ON MY PHONE LINE

Hi if it is the case that Outreach have found a problem which is proving too difficult to resolve today then then are not communicating that to BT who since 17.00 today have phoned Outreach twice and then cannot or will not tell BT any information regarding the status of the fault on my phone line!!  This is the information given to me by Tanya from BT.

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