Emergency Welfare

[idw1]

Our neighbour is a frail and elderly lady.  On Tuesday the storm brought down the line that supplies her landline and internet.  The Openreach engineer who tidied up the fallen cable told her that it would be repaired within a couple of days.  Nothing has happened.  She has no other means of communicating.  I've spent hours trying to contact BT online, by text and by voice - which seems to boil down to a voice menu, a text and a hangup.  I actually manged to speak to a human being at Openreach but they said it wasn't their problem.  And hung up.  Can anyone suggest a way of contacting BT (I don't have our neighbour's account details)?

[Keith_Beddoe]

@idw1 

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Normal repair time for a phone fault is three working days unless she is registered with BT as a priority customer.

Have you tried the phone fault reporting number of 0800 800 151?

[imjolly]

I have asked a forum mod who are BT employees to see if they can help  they will post here  only problem may be you are not account holder

[idw1]

I have tried that number and a variety of others. That is the one that asks to to respond by text, cuts the call - and after an exchange of texts cancels the message because my phone number doesn't match the one I am calling about. (Sorry if I sound a little short - it has been a long and trying day.)

[Keith_Beddoe]

Have you tried calling it from a mobile, as it would not be able to associate that with the phone number you are reporting?

[idw1]

That is exactly what I have been doing. Because the phone number I'm trying to report is dead. This can't be the first time someone has used another phone to report a faulty one.

[Keith_Beddoe]

Are you sure she gets her phone service from BT Retail, and not a different provider?

[licquorice]

Its a long time since I reported a fault, but I thought that that was the first question. Are you calling from the line you wish to report?

[idw1]

you would think

[idw1]

She says she is BT Retail