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Message 1 of 14

2 Year long line fault

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Hi all,

 

I've finally gotten fed up of the terrible service I'm getting from BT and decided to post in here as a warning to others about the woes of BT's fault reporting service.

I've been living at a house in North Wales for about 7 years and experiencing line problems over that time. But it has gotten worse over the last two years.

When I first moved in to the house we had terrible static on the line which over the course of three or four visits was cleared and the service worked well up until about 2 years ago. At that time one of the engineers said that most the pairs in the main line plant in the street were faulty and there was few spare pairs to choose from.  Over the years I've caught engineers attempting to steal a pair and had to call BT out to replace the pair when it was stolen.

The static and crackling came back over the last 2 years and has been an ongoing issue ever since. I don't have access to the routing info to confirm if the pair was stolen and several dozen new houses have been built in the street I live on since I moved in without BT ever installing a new trunk in the street. I suspect the fault is in fact due to lack of working pairs in the street with an increased demand for new lines. This probably explains why there is an engineer in the street every week and the fault keeps coming back as they rob Peter to pay Paul in an endless loop. I've had about 10 new NTE's, two new routers, three new lines from the DP and purchased three new phones and even a corded phone to test the line (from the master socket to the test port) with the same intermittent crackling every time. I'm on BT FTTC and the issue happens night and day, every season, rain or shine. I've had the usual terrible service from BT from waiting on hold for 40 minutes to engineers never turning up to booked visits to random SMS messages appearing out of the blue saying an engineer is on the way when there isn't.

  1. How do I get BT to admit to this issue and replace the trunk?
  2. How to I confirm when the fault is fixed it stays fixed and doesn't get stolen by the next engineer to turn up at a neighbours house?
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Distinguished Sage
Distinguished Sage
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Message 2 of 14

Re: 2 Year long line fault

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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Moderator
Moderator
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Message 3 of 14

Re: 2 Year long line fault

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Hi @2yearlonglinefault Thanks for posting and welcome to the BT.com community forums. That's not good at all, I'm really sorry to see you've had problems with your line for so long. I've sent you a Private Message with details on how you can get in contact with the mod team.

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Message 4 of 14

Re: 2 Year long line fault

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I've DM'd you,

Just an update. I've spoken to BT today. It only took 18 minutes on hold to speak to someone in India and I have an engineer booked for Thursday 19/09/19 between 8AM and 1PM.
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Distinguished Sage
Distinguished Sage
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Message 5 of 14

Re: 2 Year long line fault

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I would suggest you take up mod offer of help if you have not already done so - a back up in case engineer does not turn up or fails to fix problem



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
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Moderator
Moderator
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Message 6 of 14

Re: 2 Year long line fault

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@2yearlonglinefault Thanks for the update, we've your details in our queue and will follow up after the engineer to make sure this is sorted. 

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Message 7 of 14

unable to view fault reports online via My BT

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Hi All,

 

I'm having problems viewing fault reports on bt.com via my account. This has been an ongoing issue I've not been able to resolve. Has anyone come across it and found a solution? I get the error message: 

Sorry we can't complete your request at the moment due to technical error. Please try again
Please click here to go back.

EO1yhAhOGf.png

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Distinguished Sage
Distinguished Sage
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Message 8 of 14

Re: unable to view fault reports online via My BT

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@2yearlonglinefault 

Let @NeilO  deal with both of your issues.

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Message 9 of 14

Re: unable to view fault reports online via My BT

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But their separate issues. One is a copper pair phone line fault, one is a bt.com website issue. The solutions are going to be completely different?
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Distinguished Sage
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Message 10 of 14

Re: unable to view fault reports online via My BT

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@2yearlonglinefault wrote:
But their separate issues. One is a copper pair phone line fault, one is a bt.com website issue. The solutions are going to be completely different?

The moderators will have to get involved in both, they can do that as they have full access to all of BTs systems. Its best to get one moderator to deal with both issues, until you are happy.

The second issue is more likely to be a data integrity issue on your account, which may have to be passed to another team anyway.

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