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 ?
Ha ha ha,
I have been there several times. Int he last 1.5 years I have had big problems resulting in my line going off for 2.5-4 weeks on 3 occassions, and this latest one has been broken since 8th September.
And im still waiting. Im just lucky that the internet is working again in a very small form :s
it is not BT that fix your phone line it is Openreach on behalf of all service providers and BT get no special priority under OFCOM rules
But like ive told those lovely people in India plenty of times My contract is not with Openreach its with BT Retail. As such BT retail will get my anger.
Im sure the OP may be of similar opinions.
SLA or no SLA we pay for a service we're not getting. Cant ask us to be happy about it.
As was posted earlier in the thread " 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."
A case manager called to help resolve and left an answerphone message on my mobile asking me to make contact but hasn't lefy me a contact number - can the caller get back in touch and leave details of how to be reached ?
asked mods to see if they can get in touch
I'm really sorry about that, I've emailed the advisor who is managing your case and asked them to get in touch with you.