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Telluris
Beginner
243 Views
Message 1 of 6

Is anyone there?

I reported a fault with our line that was damaged during a storm at the start of last week.  The following day it was concluded the damage was to the underground cable and it needed to be fixed.  That was 9 days ago and nothing has happened since. We are not the only household affected by this.

 

I have e-mailed twice (neither of which were replied to).  I have sat on the phone for over 20 mins several times (my father-in-law's phone as we have no phone or internet) and given up as no-one answered.  I resorted to call back and had people giving me a ring from a call centre in India to tell me that nothing had been done as BT were waiting for permission from the local council - not true and not required according to my local council Highways Dept.

 

Why do I get no feedback or information and why has nothing happened for over 9 days now?  This is disgraceful and no-one at BT is listening or cares.  For a telecoms company it is incredible that it is so difficult to talk to anyone but then again I assume it is done on purpose so BT can hide from angry customers.  Will look to switch as soon as I can....

 

 

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5 REPLIES 5
imjolly
Distinguished Sage
Distinguished Sage
240 Views
Message 2 of 6

Re: Is anyone there?

are there any problems listed here http://usertools.plus.net/exchanges/mso.php

http://usertools.plus.net/exchanges/?

http://btbusiness.custhelp.com/app/service_status

http://bt.custhelp.com/app/answers/detail/a_id/15036



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daz3210
Beginner
224 Views
Message 3 of 6

Re: Is anyone there?

The problem is that it is not BT, but Openreach that do teh repairs.

 

The call centre staff in India are so arrogant as to point this out and say to you that whoever you go with Openreach will be the ultimate service providers.

 

We are supposed to have competition in the UK, but if BT Openreach supply all services, ultimately there is in effect a monopoly withe this kind of tech. The only alternatives are Cable (none in my area) or mobile phone co's (expensive)

 

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Reed_Richards
Aspiring Expert
208 Views
Message 4 of 6

Re: Is anyone there?

Openreach are a part of BT but they operate as a separate entity and a law unto themselves.

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john46
Distinguished Sage
199 Views
Message 5 of 6

Re: Is anyone there?

it can take quite a long time to deal with underground faults as often street work orders have to be raised with county councils if the work involves pavement or carriageway closures you will get an update as soon as Openreach advise BT Retail your provider of progress in the job
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Reed_Richards
Aspiring Expert
192 Views
Message 6 of 6

Re: Is anyone there?

In my experience, based on three times in the last 5 weeks, you will NOT get an update until somebody has actually turned up and dug the hole.  Even then it's more likely than not that Openreach will turn up and attempt to fix the fault without notifying you.  BT Retail and you will be the last stakeholders to know if there has been any progress.

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