Complaint being ignored, fault closed on BT website

[giventherunaround]

I have been without a landline since 2nd June 2023. The line has been unreliable since July 2021 with countless people telling me that they haven't been able to contact me. Several "repairs" have been made in 2021, 2022 and 2023. The line was previously reliable until it was deliberately dug up and cut through by a landowner on whose land the line passes through - despite there being a long established legal easement in place.

My fault was closed on 24th June 2023 - despite it not having been repaired. I have made two attempts to escalate a complaint with BT because nothing is being done to actually repair my landline. I'm seriously ill, live remotely and the landline is essential. I've just spent another 45 minutes of my life being given the run around by BT's call centre. Please help me to restore an essential service and to ensure that it is reliable.

[imjolly]

I have asked the forum mods who are BT employees to see if they can help you.  They will post here

[RobbieMac]

Hi @giventherunaround

Welcome to the BT Community and thank you for your post!

I am sorry for the problems you've been having with your landline and that this has been going on for so long.  We'll pick up from here and help you get this sorted.  I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

[giventherunaround]

12th July 2023. Complaint still being ignored. Is there any point to this forum or is it just a way of BT pretending to do something whilst doing nothing?

[RobbieMac]

Hi @giventherunaround

Thank you for taking the time to chat with me today.

I am sorry for all the problems you've experienced with your telephone line and that this has been going on for so long.  As agreed, I'll personally manage your complaint from here.  Everything we talked about has been arranged and I will have another update for you when I have received word back.

Thanks,

Robbie

[giventherunaround]

Don't be fooled by the apparently encouraging reply above; there's no sign of my landline being restored.

BT refuse to escalate the complaint and so nothing meaningful will happen. As with each attempt to contact BT over this, it just gets kicked down the road one week at a time, with no progress. BT are in breach of their universal service obligation. A fully working landline is essential. I was compelled to transfer my broadband to an expensive satellite service because the landline had become so unreliable.

Let's hope that my house doesn't catch fire or that there's an urgent need for an ambulance.

There's no accountability. Openreach fob off BT, BT fob off the customer.

Next update on the 19th - another week. I'll be astonished if that doesn't just say that there will be another update on the 26th, and so on.

Do I need to post here every day until this is resolved?

[giventherunaround]

23rd July 2023
Landline still not repaired. Openreach kicking the can down the road week after week with "no information, update again in a week". BT indifferent or powerless.

[giventherunaround]

31st Jul 2023

Still no landline repair.  More than 8 weeks now. This is appalling. Come on BT.

[imjolly]

Have you tried contacting the forum mod @RobbieMac  and see if he has any update 

[infinitywaiter]

If you are still having issues and not receiving any new information from BT, then maybe raise it with Ofcom if your delay is as long as you claim it to be.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/problems/broadband-landli...

Read the 'Compensation and Complaints' dropdown.