Need to change default message saying there is a fault on the line

[Baxter2304]

I tried to find a way to log this online as a complaint as it doesn’t fit into any of the categories on offer.

I was unable to get hold of my elderly parent in Scotland via her landline - it appeared to be ringing but wasn’t answered. As she is slow to get to the phone, I let it ring for 2 minutes then got an auto message telling me that there was a temporary fault on the line.

I decided to check this and discovered that there was actually no fault on the line, and this appears to be a message which is triggered after the phone has been ringing for two minutes.

Thankfully there was a good reason my mother couldn’t answer the phone. But if she’d had an accident and been unable to answer the phone, I might have accepted the “temporary fault” message and  left her in need of help rather than calling family or neighbours to check on her.

This needs to be reviewed.

[Alex_H]

Hi @Baxter2304,

Welcome to the BT Community

I am sorry to hear you had some issues getting in touch with your elderly parent and had an automated message which confused things. I can understand the worry if that was to happen in the future if something was wrong. If you have not already spoken to our technical team about this, they may be able to offer some advice on this particular issue.

We do also have a complaints code of practice available which does include details for how to raise a complaint to our dedicated complaints team via e-mail as well to take a look into it for you.

Alex