Awful Inhumane Service - New Fibre Service - No Landline for 1 week - Vulnerable adult

[zingerrob]

Hi, 

Totally frustrated!!!

Mum has had her landline upgraded to fibre. New broadband activated but no landline for a week. She is 77 and vulnerable and lives alone with no mobile phone. 

Install 2/1/25: Openreach engineer decided to take down old line so we have no backup. Too laze to drill an extra hole and felt it was easier to strip the old line. 

2/1/25 Phoned up to ask why landline didn't work. The answer: "it will take 24 hours. In the meantime use the old Master socket!" which is impossible

3/1/25 24 hours later phoned BT again, explained situation with Mum. answer: Don't worry I'll be looking after you today, it is up on my screen blah. It will definitely work by Sunday 5/1/25

5/1/25 Phoned Bt again to complain. Answer. "I am very confident it will be fixed, it is a code glitch on BT's side and it is with our IT department who will fix it in 2-3 days"

As of typing,  no landline!!!!! Will call again tomorrow. This is AWFUL 

[Oddbodkin]

This is a prime example of why I have refused to have my phone switched to fibre, as despite living in a town of 7,000 myself & several houses around me have no mobile signal indoors & thus no backup in a power outage.

[gg30340]

Have you plugged her phone into the green socket on the rear of the BT Smarthub ?

[zingerrob]

Yes. I have done the reboot etc. gone into hub and phone - not configured

thanks for your reply

[Christopher_G]

Hi @zingerrob

Welcome to the community.

I'm really sorry to hear of your Mum's experience with her upgrade to Fibre. I'm going to send you a private message to try and get you some help with this.

Could you take a look and get back to me please?

Thanks

Chris

[Stuart99]

You are not the only one!  I have been without a working landline for over 2 weeks since the engineer installed the new optic cable and cut the old copper one on 24th December.  After being assured that there was no problem at my end, I was told last week that he'd used the wrong ethernet cable (they hadn't supplied one with the new hub).  They ordered a replacement cable which finally arrived today but when I plugged it in, there is still no connection.  They will call me back tomorrow...

[zingerrob]

Omg! Thanks for your message. This is totally shambolic!! The engineer should have left the copper cable alone as a backup at least.  It is an awful anxious time for yiu especially over Chrisof all time to lose your pamdline. I hope you get a resolution pretty quick!  All the staff I have spoken to have been **bleep**-sure. Should be called the fobbing-off department. Looking fwd to hear more from you

[gg30340]

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@Stuart99 wrote:

  After being assured that there was no problem at my end, I was told last week that he'd used the wrong ethernet cable (they hadn't supplied one with the new hub).  They ordered a replacement cable which finally arrived today but when I plugged it in, there is still no connection.  They will call me back tomorrow...

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You were fed rubbish to get you off the phone. Now a days an Ethernet cable is an Ethernet cable. If they said it was the wrong one because of the colour, that does not matter. The cable does not know what colour it is.

You get different grades such as CAT5E and Cat6 etc but they would all work with your connection.

[zingerrob]

Update as of 8/1/24:
Still no landline. Called BT "connections" in the Blackburn office and lone behold the person contradicted what the other agent said. Fix should be in 3-5 days and not 2-3 days. It is being looked at by the "offline" team, (omg jargon jargon jargon). I asked to speak to the manager to complain about the miss-information being given to me by various people. Was fobbed off. Said the manager was in a meeting and that call handler will call me back in 20 minutes. This does not happen.... Insisted that she could deal with the complaint by sending staff on various courses to improve. I asked how could she do this if she was not a manager? No answer...

[gg30340]

Did you reply to the moderator in message 5, if not I would suggest that you do. The moderator may be able to help.