Complaint being ignored, fault closed on BT website

[RobbieMac]

Thanks for posting back @giventherunaround

I am sorry for the delay repairing your line fault.  As confirmed during our last conversation, your complaint has been escalated to our executive customer resolution team.  A case handler within that team are now managing your complaint and will stay with you until this is all sorted out.

Thanks,

Robbie

[giventherunaround]

Infinitywaiter: if my delay is as long as I claim it to be? Why write that? Do you think that I'm just making a noise for fun of it? Is that something that you would do? Why would you do that?

My landline has been dead for more than 9 weeks and was hugely unreliable for a considerable length of time before it died.

The escalation to the BT executive team: Robbie initially refused to escalate it and I had to keep pushing until it was.  However, that made no difference as the executive team have just been kicking the can down the road one week at a time with "nothing happening, we'll update in a week": just like the BT fault reporting telephone number before them, just like the "assistance" offered here. Now, just silence.

This is dire. Completely ignoring the universal service obligation. And, I've been billed throughout.

Does this forum have any point whatsoever? My experience demonstrates that it's purely lip service.

[giventherunaround]

Do BT have a policy of closing faults that haven't been rectified? My experience is that they do.

My fault was closed on 24th June without any notification and when no repair had taken place. An attempt was made to close it again on 2nd August - despite no action taken to repair the line. Why does BT do this?

Why send a text message "Hello, BT Here. We're sorry you've had problems with your service. If everything's working now, please reply 1 to this message. If you still can't make or receive calls, reply 2." - when the fault hasn't been addressed? If the text message isn't replied to, what does BT do? It looks like they close the fault. A terrible system.

[giventherunaround]

10 weeks now. Landline still dead. A "courtesy call" today from the executive level - the highest level that a complaint can be escalated in BT; according to BT - no new information, no resolution of the fault and no timescale for restoring the essential service that is my landline. When I tried to get more information than the three stock sentences that were repeated and repeated, the executive level hung up on me. Amazing.

Apart from Ofcom, does anyone have an idea of how to make BT actually do something rather than just blaming Openreach and fobbing me off. Any idea on how to make Openreach actually do something? As a BT customer, Openreach won't speak to me. The situation is impossible. Mobile signal is poor where I live. If the house catches fire, I'll have to drive a distance to get into mobile signal to call the fire brigade.

Apparently no daily compensation either. This gets better and better.

This is extraordinarily poor.

[giventherunaround]

11 weeks now.

Line still dead. No indication whatsoever of when it will be repaired.

So much for the Universal service obligation and an essential service.

My experience: BT executive level aren't there to resolve. It's just a fobbing off department.

[imjolly]

Is it just your mobile provider that has a poor signal in your are?  You do realise if you need to make a 999 emergency call from your mobile then it will connect to whichever mobile network is available 

[giventherunaround]

Week 22. No landline and no resolution in sight.