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AndyEd
Newbie
122 Views
Message 1 of 3

Loss of broadband service

I've been without a broadband service at my home now since 7th December. It's now the holiday period and I'm now resigned to having no service until well into the new year and I'm probably looking at a period of a month without a service.

 

The issue is with BT's network and has been passed to BT Openreach.

 

BT's Customer Services team seem spectacularly lethargic in their dealing with Openreach and are totally unwilling to act as a customer advocate, all they do is ring me every few days to pass on the infrequent updates provided by  Openreach on their inactivity.

 

A few queries come to mind.

 

How do I escalate this issue beyond Customer services to someone who either has more influence on Openreach or is willing to exercise their influence?

 

How do I make a complaint about customer services?

 

I have never come across anyone in all my years who has experienced such a lengthy service outage. Is this type of extended loss of service normal now in 2014? Do BT really care so little about their customers as they seem to do in my case?

 

 

 

 

 

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Distinguished Sage
Distinguished Sage
119 Views
Message 2 of 3

Re: Loss of broadband service

is there anything shown here for your exchange  http://usertools.plus.net/exchanges/mso.php

http://usertools.plus.net/exchanges/?

http://btbusiness.custhelp.com/app/service_status

http://bt.custhelp.com/app/answers/detail/a_id/15036

http://community.plus.net/exchange-information/



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Distinguished Sage
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Message 3 of 3

Re: Loss of broadband service

Under OFCOM rules BT get no preferential service over other providers Openreach likewise do not deal with the public only service providers
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