HI,
I hope someone can advise. Since the storm in the middle of December, my parents, who are elderly and live remotely (as well as a long way from me), have had issues with their broadband and home phone, along with very poor signal for EE mobile in their area.
Both myself and my parents neighbours have reported the issues countless times. Initially they had no phone (or electricity for that matter) for a number of days. It was then put on a temporary fix. This lasted until another storm in January. I spent over three hours on my initial call to a very nice guy, but.......I was a little hacked off at the end of the call, especially as the engineer did not arrive. Line remained out of use for a number of days. They then came and undertook a temporary fix, leaving the cables along the floor. Lines broke again and we requested that they come and put the cables back on the pole. They came and moved them onto the hedge, but still crossing the farmers gate next door to my parents.
A young lady was calling me weekly trying to get this resolved, but I missed her call last Monday and have not heard from her since.
Lines went off again on Thursday 20 March - the farmer inadvertently caused the issue as the cables are across his gate, leading into his property. My parents neighbour contacted me and I made arrangements for an engineer visit last Friday - no-one showed. I tried to rebook and then someone called me from BT. They said I had to pass security by giving 4 digits of my parents bank details or an email address. My parents do not have an email address and I did not have the 4 digits. I explained that this was an ongoing issue and with the amount of detail I had given him, he should be able to see the extent of the concerns from the history on the account. He refused and said that I had to pass security with one of the set questions or should he call my parents - the whole point of me calling was/is that my parents are currently uncontactable - something that really concerns me when they are mid 80's and one is disabled. He actually hung up on me.
BT were due out again this morning, arranged by my parents neighbours, but nothing is working at present and I cannot contact anyone to find out if they actually showed. I have spent countless hours on the phone with BT and as much as most of the contacts have been very nice, I have got nowhere with a permanent fix to this issue, leaving people vulnerable without phone access.
If anyone from BT is reading this, I really would appreciate if someone would refer this to one of the complaints managers to try and resolve, as it really is a poor reflection on BT.
