Can someone help me in finding out how to escalate a fault within BT. Our broadband went down on evening of 15/7/12 and after more than a week of nothing being done (other than status changing to your problem has been fixed on the fault tracking service) an engineer arrived today. He tells me that the reason we have no service is because the line is awaiting regrade and he should never have been sent. I rang BT again and they said the work to regrade the line was ordered on 18th July and will be completed on 1st August. If it is completed on 1st August we will have been without service for 17 days.
There are so many failed promises - call backs never come etc that I have so little faith in what I am being told. What I need to know is does this sound like a plausible explanation (bearing in mind on our street of 60 houses only myself and my next door neighbour are affected - other BT BB customers are working OK) and if it does how can I escalate it to get the timescales brought forward.
Feel completely powerless when talking to the call centre and could really do with some advice
A regrade should not result in the loss of broadband as its normally done overnight.
What lights are on your home hub?
Its possible one of the forum members could help, just in case there is a problem with your equipment or wiring.
If you want to escalate it meanwhile.
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.