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patty2k8
Newbie
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Message 1 of 9

Why wont they listen

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Hi, I've had connection issues for months, I've reported faults numerous times, I've had numerous engineer appointments ( only 1 of which was a visit to my house, the others were field engineers) and I've been on the phone I don't know how many times, my question is...... how do I talk to someone who understands the phrase "it only happens when it's windy"????? Every time I call I get the call centre obviously, this is getting me nowhere as I'm just going in circles with them, I get told I have a field engineer booked and nothing gets fixed, any help is appreciated, thanks
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Distinguished Sage
Distinguished Sage
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Message 2 of 9

Re: Why wont they listen

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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Moderator
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Message 3 of 9

Re: Why wont they listen

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Hi @patty2k8 and welcome.

 

I'm sorry you're having so many problems geting this sorted. Are you reporting broadband faults or line faults? Is there any noise on the line?

 

Cheers

 

David

Community ModeratorDaveM
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patty2k8
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Message 4 of 9

Re: Why wont they listen

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Hi, I'm reporting broadband faults, my phone line works but is very crackly "when it's windy", I think I see what you're going to say here and it's never crossed my mind to report a line fault because i don't usually have a phone in my house, the sole purpose i got one was to see if i had a bad line, I appreciate the responses too.
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Distinguished Sage
Distinguished Sage
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Message 5 of 9

Re: Why wont they listen

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That would be the reason, it needs to be reported as a noisy phone, not broadband, otherwise it ends up in the wrong fault queue, and may never get fixed. There ar more Openrach staff who can deal with phone faults, but not as many trained on broadband. Phone field staff are usually better at finding faulty joints.

 

You may find this post of interest, if you do not use a phone.

 

https://community.bt.com/t5/ADSL-Copper-Broadband-Speed/No-Internet-and-horrible-bt-customer-service...

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patty2k8
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Message 6 of 9

Re: Why wont they listen

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Makes sense now you say that, think I'll keep my phone plugged in then, I'll get the line reported then I think, can't thank you enough for your help, I see where I've been going wrong now, thank you
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Distinguished Sage
Distinguished Sage
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Message 7 of 9

Re: Why wont they listen

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Its a recurring issue now, as people only use mobiles. They forget that their broadband needs a good phone line to work Smiley Wink

Even picking up the phone occasionally, or better still, ringing it from a mobile, leaving it about 20 seconds before they pick up the phone.

The high voltage ringing current is very good at breaking down any slight bit of oxidisation which always build up over time.

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patty2k8
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Message 8 of 9

Re: Why wont they listen

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That will be one of my things to regularly do from now on I think, anyway, I've reported a LINE FAULT and an engineer is coming tomorrow, again, thank you so much
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Moderator
Moderator
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Message 9 of 9

Re: Why wont they listen

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Great to see you're going in the right direction now @patty2k8. Please post back after the visit and let us know how you get on.

 

Cheers

 

David

Community ModeratorDaveM
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