Lied to by staff, after having an open reach engineer tell me my line has been stolen.

[EPhilCam]

On Thursday morning my smart hub was fine. On Thursday afternoon my smart hub began flashing purple. The phone line was dead. A phone call to customer service resulted in me being told a line had been cut at my end between the outside green box and my flat.  I was told that I would need to wait till Tuesday for it to be fixed at the earliest.

The following day (today) on my way home from work I saw an open reach engineer working in the green box at the flats. I thought I would ask him to check my line and explained my situation. He checked and found my line but pointed out how a previous engineer had clearly cut all my wires. After 10 minutes investigating he informed me my line had effectively been stolen. 

I then contacted customer service to pass on this information. The gentleman who helped me was great telling me he understood what I was saying, how it wasn't right that I should wait till Tuesday since it wasn't my error. And said a manager would call me between 530pm and 730pm. 

No manager called.

At 730pm I contacted the complaints department and was told that the previous gentleman hadn't passed it on to management and that I would need to wait till tuesday. I explained I was unhappy with this and again explained my situation. The gentleman said that a manager wouldnt be able to escalate my repair, but would escalate it and get them to contact me later that evening. I have waited all evening. It is now 11pm and no manager has called me.

What sort of service do you call this BT?? My line had been cut, I've been lied to twice.  

[PaddyB]

Hi @EPhilCam,

Welcome to the Community and thank you for posting. I can understand your frustration and I'm sorry you've been left without service.

If you send me in your details I'd like to help you get your service repaired. 

I have sent you a private message with instructions on how to contact me. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks

PaddyB

[Starwire]

BT’s test system would only show a DIS in Network, which it is.

No test system in the World would be intelligent enough to know if your pair had been pinched either intentionally or unintentionally.

[Tezz]

That’s terrible service, BT need to improve on.  Hope you get it sorted soon.

[EPhilCam]

An update for those looking. Phoned again this morning and was promised the same thing. A manager would call me back. Again, this didn't happen.

In the afternoon I rang and explained the situation for a fourth time. I was eventually put through to a staff member who contacted open reach and arranged for it to be fixed on Monday. Since it's an engineer's fault, the have 48 hours to fix it apparently? She has promised to ring me on Monday as well to ensure the work is fixed. 

Here is hoping....

[imjolly]

@EPhilCam 

did you take up the mod offer of help just in case engineer does not turn up on Monday 

[EPhilCam]

I have, yes 🙂 Hopefully it won't come to that. 

[EPhilCam]

@Starwire @  The guy at the green box outside the flats showed me how all our wires had been cut with the plasticheads missing. And explained how they look looked like the had been "tested" before being removed/cut. Our wires that had been cut also had a tag on with our land line numbe

[Starwire]

Yeah, I’m not disputing that someone’s cut the pair for your line intentionally or unintentionally.

What I’m saying is a Line Test System isn’t and would never be intelligent enough to know if a Pair has been pinched. It would just see it as a Disconnection, regardless of how it had been disconnected.

[EPhilCam]

@Starwire 

I dont fully understand. I'm trusting the judgement of the Engineer who was working in the green box as he had the expertise. If he concluded from his tests in observations that the line had been taken, then I'm not really in a position to dispute it.

It isn't the first time it has happened in our flats either. On of my neighbours a year or two back when a neighbor moved in had their line disconnected to allow the neighbour to have their line connected.