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lifesabeach
Aspiring Contributor
389 Views
Message 1 of 17

No Phone for over a week

My phoneline and associated broadband stopped working over a week ago, I registered the issue with BT, was given a fault number, was advised that the fault was at the exchange and that it would be fixed before 9pm last night ( 7 days after repoting the fault ! )

 

So I wait patiently until 9pm last night having had no service for a week and no further updates and yes, you've guessed it - nothing happened.... still no phone service.

 

I rang the customer service team ( 0330 123 4151 ) this morning and after 45 minutes I am told that there is no update, and that they will write to me tomorrow night to give an update. ( Please note two further days to give an update not commit to fixing the fault ). I asked that my issue be escalated and be advised of the complaints procedure but the advisor couldn't help me further

 

I may sound a bit of a megalomaniac but after failed promises and more than a week without a phone or broadband I'm not interested in updates and I expect EVERYONE in BT to stop what they're doing and fix my phone now.

 

I really need to escalate this to get someone in BT interested in helping me, can anyone point me in the right direction ?

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16 REPLIES 16
imjolly
Distinguished Sage
Distinguished Sage
386 Views
Message 2 of 17

Re: No Phone for over a week

what does is say here for your exchange 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

http://community.plus.net/exchange-information/

 

this is a customer help customer forum as it says at the top and your posts do not go to BT



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DavidM
Moderator
Moderator
384 Views
Message 3 of 17

Re: No Phone for over a week

Hi lifesabeach,

Thanks for posting. I can look into this for you. Drop me an email with the details. You'll find the "contact us" form in the about me section of my profile. Once I have the details we'll take it from there.

Cheers

David

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Ectophile
Distinguished Guru
366 Views
Message 4 of 17

Re: No Phone for over a week


@lifesabeach wrote:

I may sound a bit of a megalomaniac but after failed promises and more than a week without a phone or broadband I'm not interested in updates and I expect EVERYONE in BT to stop what they're doing and fix my phone now.



You're just a residential customer - one of millions.  If you were a big industrial customer, they might care more.  As it is, you have no real Service Level Agreement.  They will pass the fault to Openreach to fix.  If it doesn't get fixed in 3 working days, they will just refund you your line rental.  That's all they are obliged to do.

 

http://bt.custhelp.com/app/answers/detail/a_id/9394/~/customer-service-guarantee

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lifesabeach
Aspiring Contributor
336 Views
Message 5 of 17

Re: No Phone for over a week

Well so far the phone still isnt working. I've received a mail from a moderator and then a technician called and "fixed" the phone and to be fair it did work for 10hours. 

 

The phone stopped working again today s we now enter our third week withoiut a phone....... Hello BT can you please do something ????

 

PS great mails from "Gurus " suggesting that the cuctomer forum isn't the arena to raise customer issues and of course the point regarding we pay BT but you aren't obliged to provide the service we are paying for

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imjolly
Distinguished Sage
Distinguished Sage
328 Views
Message 6 of 17

Re: No Phone for over a week

i have asked mods to contact you as line dropped again

 

this forum as it says at the top is for customers to help customer with problems with their service  your posts do not go to BT.  the forum mods who are BT employees do not read all the posts.  they will help however if the forum members are unable to help you and you do need BT input



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OlgaC
Moderator-Retired
322 Views
Message 7 of 17

Re: No Phone for over a week

Hi lifesabeach, 

 

We have your email and it is nearing the top of the queue now so someone will be in touch shortly. 

 

Cheers,

OlgaC 

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lifesabeach
Aspiring Contributor
315 Views
Message 8 of 17

Re: No Phone for over a week

Two weeks without a phone and I'm reaching the top of an email queue for the BT badlands....... Incredible.
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john46
Distinguished Sage
311 Views
Message 9 of 17

Re: No Phone for over a week

all mails sent to the mod team are dealt with strictly in turn you will be contacted shortly you only contacted the mods on the 22nd and there normal reply time is 3/5 working days depending on how busy they are
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imjolly
Distinguished Sage
Distinguished Sage
311 Views
Message 10 of 17

Re: No Phone for over a week

The timescale is from the time you completed the email following the mod contact us link not from when your fault started. At least you have someone who will take personal responsibility until problem solved



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