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Message 1 of 7

Re: Estimated time on a fault in BT Retail services

I am having a very similar problem with BT, I have had no broadband for a month and countless cancelled engineer appointments. I am told each time I call it’s referred and escalated to offline team and case manager will be contacting me urgently but I’m still yet to hear anything and still without broadband since April 17th, can someone please help me?
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Message 2 of 7

Broadband Offline Team

Hi I am desperate for help, I have had no broadband since 17th April. Constant assurances of call backs from my case manager, I have never been called back. Countless cancelled engineer appointments. Nobody can give me any information because they say it has been referred to the offline team who will be contacting me. This has been happening now for a month and we are still without broadband and have no idea what’s going on. We were told at some point there was a fault in the exchange but we are being told nothing. Any help would be greatly appreciated
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Distinguished Sage
Distinguished Sage
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Message 3 of 7

Re: Estimated time on a fault in BT Retail services

Do you currently have a dial tone on your landline?



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Message 4 of 7

Re: Estimated time on a fault in BT Retail services

Yes. At the start of this a line engineer was sent out who confirmed line and equipment was absolutely fine.
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Distinguished Sage
Distinguished Sage
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Message 5 of 7

Re: Estimated time on a fault in BT Retail services

I have asked forum mods to see if they can help you  they will post here



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Moderator
Moderator
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Message 6 of 7

Re: Estimated time on a fault in BT Retail services

Hi @Mrjoshwoolman

Welcome to the community and thanks for your post!

Sorry for the problems you're having connecting to your broadband.  I agree that a month is a long time to be without the service and I appreciate the time that you've spent chasing this to try and get your broadband working again.

Can you send us over your details and we'll help you from here?  Click on my username here >> RobbieMac << and you'll see our contact link underneath my profile picture.

Cheers,

Robbie

Community ModeratorRobbieMac
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Moderator
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Message 7 of 7

Re: Estimated time on a fault in BT Retail services

Hi @Mrjoshwoolman,

I've checked over your account and I can see that there have been a few different teams involved. The team that are involved now have escalated the case to their Manager. They are going to take full ownership of this and they will be in touch with you again.

Thanks

DanielS

Community ModeratorDannyS
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