Is this now a new policy?

[DorsetCustomer]

I've had to call to report a fault twice in the last few weeks. 

Both times. Right after explaining my problem I was told I was going to be put on hold (no explanation as to why) and then no one ever got back and I had to eventually. Give up. This has just happened for the second time.

It seems to me that some customer service people can't be bothered doing their job.

Meanwhile my landline isn't working for the second time this year.

[Kodikid]

Been with BT around 15 years..one of the reasons I stuck with them was when calling customer services I always spoke to  Warrington or Scotland. 

Seems now BT have not only joined the race to the bottom but are actively leading the pack. Will seriously now be looking at other isp's come September. 

My TNT special offer finishes in June so when I cancel that I will have to extra diligent that my September 2025 contract expiry date doesn't morph into June 2027   overnight. Just no trust left sadly. 

[imjolly]

try Text PHONE to 61998 to report fault with phone

[DorsetCustomer]

That's what I did. A "Guide" called me back on my mobile. I said my landline doesn't work. He asked me to give him the number in the text he sent me, I did. He then said I'm putting you on hold. I then NEVER heard from him again. 

I have since texted "PHONE" to 61998 a couple of hours ago and no-one has got back in contact.

My family have been customers of BT for generations and decades. There's is no quality customer service.

[imjolly]

have you checked service in your area  https://www.bt.com/help/check-service-status

[DorsetCustomer]

Nothing happens when I type my number into the space

[imjolly]

have you been moved to digital voice or still connecting to phone socket on the wall

[Christopher_G]

Hi @DorsetCustomer 

Welcome to the community.

I'm sorry to hear of your experience with this. Have you managed to speak to someone since, to get someone to help with your landline issue and explain what happened on those other calls?
Chris

[DorsetCustomer]

We've not moved to digital voice. I'm nervous about the move

[DorsetCustomer]

I've still not heard from BT. I've texted "PHONE" to 61998 many times. only twice I've I go to the stage that you can reply "GUIDE" but then no-one contacts me.