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bartona
Beginner
1,477 Views
Message 1 of 22

Telephone Fault

I reported a fault on my mother in laws phone on Friday 20th April at 16:00 via automated telephone call and via the BT Faults website. The website clearly states that the fault should be fixed within 3 working days. On 25th April (today) as the fault was still there, I checked on the website and no further action ahd taken place. My wife called BT cand got through to the Call Centre which sounds as if it may be in an Asian country, probably India. The person she spoke to was very rude and denied the fault was logged. He then suddenly found it and said he would test the line. He asked to make sure that no one was using it. (Hardly do that if it has a fault!).  He said that he would raise the fault with the supplier (OpenReach). Surely this should already be done if the fault has been recognised online with a fault number. He constantly interupted my wife whilst she was trying to expain to him that it should be made a priority if their system was at fault and had not passed the fault through to Openreach. He was having none of it and did not understand what the issue was.  He continued to become even more rude and less understanding. I took over the call and asked to speak to his supervisor. It then turned dramatically worse. He was even more rude and arrogant. He would not listen to anything that was being said to him or answer any questions raised with him. When I asked why the call had not been put through to Openreach, he put the phone down on me. We were on the phone over an hour. A few minutes later another Indian speaking female called back  and asked if we wanted to do feedback. We said we would give feedback and then the phone went dead. We then received another automated message to say that the fault had been logged and would be fived by 30th April, which is 10 day aftere the fault was first logged. A VERY dissapointing service from BT who's ultimate business is communications!

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21 REPLIES 21
Keith_Beddoe
Distinguished Sage
Distinguished Sage
1,473 Views
Message 2 of 22

Re: Telephone Fault

If you do not get it fixed by the 30th then

 

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.

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Ectophile
Distinguished Guru
1,445 Views
Message 3 of 22

Re: Telephone Fault

Yes, the call centre is in India, and the person you spoke to wasn't even an employee of BT, just a call centre worker.  If what you wanted wasn't on his script, then he couldn't do much to help you.

 

You weren't going to be put through to Openreach as they don't talk to retail customers.  The procedure is that you report the fault to your supplier (BT retail) and they report a fault to Openreach.  The system is rubbish and frequently fails, but it was imposed on BT by OFCOM.

 

BT aims to fix faults in 3 working days.  That doesn't mean they will, just that they will try.  If they fail, you can claim back the line rental for the period the line wasn't working.  Wait until it's fixed again before doing this.

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Peasant
Aspiring Contributor
1,139 Views
Message 4 of 22

Re: Telephone Fault

I cannot believe that the system has been so asine for so long and nobody is able to change it.

Today I called on a couple both in their seventies and not in the best of health.  The reason I went to their house over a mile away was that I had tried to phone them several times during the past week, alternately getting the engaged tone and unanswered ringing tone.

 

They told me that their phone was out of order and had been since 28th.September, it is now 26.October.  They could not get any sensible feedback from their supplier "The Post Office" so they have now reverted to being a BT customer.  The live in a rural area where mobile reception in nororiously poor with some mobile providers.  The have now bought a new mobile phone to be with Vodafone as reception with them is usally acceptable.  


In spite of the above they have been told their phoneline will not be repaired until 29th.October.  I have tried to check on their fault progress only to discover their phone number is not yet recognised by BT.

 

This is not the service rationally to be expected from a caring society or business.  The logical conclusion is that BT do not care.  BT may well aim to fix faults in three days, clearly the have not passed on their aspirations to Openreach. It is not the fault of the government it is due the selfish lack of social awareness of BT & Openreach employees who devised and run the system.

 

This is the second time this year I have come across this dilatory uncaring service from Openreach/BT inconveniencing and possibly endangering the life of elderly people.

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DavidM
Moderator
Moderator
1,131 Views
Message 5 of 22

Re: Telephone Fault

Hi Peasant and welcome,

Thanks for posting. I can look into this for you if you wish. 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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Peasant
Aspiring Contributor
1,060 Views
Message 6 of 22

Re: Telephone Fault

David

 

I did as you suggested and have heard nothing.  Is this how it's supposed to work?

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jac_95
Guru
Guru
1,054 Views
Message 7 of 22

Re: Telephone Fault

Hi Peasant,

 

Once contacting the BT care Team (Mods) they will reply either by phone or email usually within 3 to 6 working days, however you will be given a tracking number immediately after sending the request. Please keep this safe.

 

Please be aware that this timeframe does not include weekends and Bank Holidays. The timeframe will also vary during busy periods.

 

Each case is done in a strict rotation so once your mod request has reached the top of the BTCare Team's inbox then they will contact you.

 

The BT Care Team are a BT UK Based specialist team who have a good reputation for solving customer problems.

 

Cheers


jac_95 | BT.com Help Site | BT Service Status
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Peasant
Aspiring Contributor
991 Views
Message 8 of 22

Re: Telephone Fault

Update, today 1st.November the phoneline is still not repaired although when you ring the number you get a ringing tone which is misleading and annoying.  They have been told that it should be repaired on the 4th. although it may not be on until the 14th. 

 

You may like to contrast the way BT & Openreach work with the way UKPowernetworks do.  If you have an electricity cut, you can phone UKPowernetworks, they do not refuse to talk to you because you are a retail customer of your supplier i.e.ERF, Scottish Power or whoever. they talk to you the end-user.  Unlike Openreach, if you do manage to speak to them they do not cite the Data protection Act as a reason that they cannot help you.  Also unlike Openreach, if you report that trees are touching or dislodging power lines thay are pleased to hear about it and where it is, Openreach will say yes they have many cases where branches touch lines and there is no problem with the phoneline so they take no notice of your report.

 

Openreach can react quickly, my home phoneline, a mile from the original line, was broken by a falling tree on Monday.  Tuesday morning two vans come round supposedly to replace it, but they couldn't.  Why?  Because the telephone pole had ivy growing up it and the plaque on it said it was last surveyed in 1993 so was it was deemed unsafe to support a ladder.  I'd have thought if anything was going to bring the pole down it would have been the pull on the top of it when the line was broken.  I must admit I was surprised that they did actually return the same afternoon with a cherry-picker and repair the line.  My supplier is not BT.

 

jac_95 why do you repeat the mantra about replies in 3 to 6 working days?  The two organisations BT and Openreach do not care about the end-user so long as they tick their own little boxes.

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john46
Distinguished Sage
976 Views
Message 9 of 22

Re: Telephone Fault

the waiting time quoted by Jac_95 is the average waiting time for a personal reply to you from the forum mod team who will now take personal ownership of the problem and keep you updated on progress they also provide a single point of contact
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Peasant
Aspiring Contributor
947 Views
Message 10 of 22

Re: Telephone Fault

I was surprised to receive a phonecall from the team today, of course if Saturday is a working day that makes it the eighth day. 

 

Part of the emailed reply to me merely served to confirm the straighjacket that controls the system to the disadvantage of users.  I quote "The issue lies with the current fault on the line, which I understand is with the Post Office. I unfortunately cannot access any of these fault details as we only have access to BT customer accounts. We, like any other provider, have only access to our own customers’ accounts, and Openreach cannot disclose any information to me about this existing fault"

 

The plain fact is that Openreach, unlike UKPowernetworks, is unable to, or, chooses to invoke the Data protection Act as a reason not to, discuss a fault in its equipment with the end user.  Always maintaining it can only talk about faults with the customer's provider.  One thing is certain, Kafka would have felt at home here.

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