Unresolved fault

[njb55rtd]

My home phone (landline) has failed to work since I first reported a fault on 8th May. The fault was located to the exchange and I was given a fault number etc.

I have continuously chased it up and I am getting nowhere. On one occasion, I hung on to CS for 30 minutes before they dropped the line. On another occasion, CS gave me "his word" that someone would get back to me but no-one did.

Today I learned that despite Open Reach not being able to fix the fault they closed out the fault anyway on May 15th.

I have made two complaints to BT - both have been closed without explanation. I have raised the fault again but it just feels like groundhog day. Meanwhile I paid my quarterly bill on May 11th for another 3 months but have had no service since.

Really don't know what to do - I'm a pensioner and most of my contacts are landline based. Can anyone suggest what to do next?

[Kimberlin]

@njb55rtd  You are kind of stuck it seems. It’s sad when neither BT nor Openreach can actually be bothered to help you. It’s BT you have to complain to as there’s no public facing communication to Openreach. Problem is, BT doing nothing, that’s the hurdle you have to get past. Unfortunately this forum is just customer to customer and BT don’t see your posts, only Moderators who might offer some assistance but don’t have access to accounts.

[imjolly]

As you are not making any progress with your fault or your complaint then send email to consumer resolutions email address here and they will help

https://www.bt.com/content/dam/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance...

[gg30340]

Email the BT CEO with your complaint. You will find her email address with an Internet search.

She will not deal with the complaint personally but it will get to her Executive Complaints Team who should be able to take some action and keep you updated.

You will also be entitled to Automatic Compensation as per the following link.

Automatic Compensation | BT Help

Make sure that you keep a copy of all the times you have complained about the fault and when each fault was closed. When the complaints were closed should not stop the clock on the compensation but I suspect that it will in attempt to reduce the compensation you are due.