BT basic fault repair

[Vicx71]

My parents have Bt basic and have had faults on the line ( no dial tone) at least a dozen times. Happened again 16.9.19 and reported same day. Engineer called next day to say a dig team was needed as fault was underground. Over 2 weeks later the dig team havent been out. I have spent hours and hours on the phone to BT and have been told different incorrect info on each call. I even raised a complaint and have not been called back despite being given 2 appts for a case manager to call me. I am so frustrated with the situation and cant help feeling that they are not being dealt with quickly due to them having a basic account. I spoke to advisor who said " you only have basic so i cant deal with this and you need to speak to basic team".

ADR seems to be the way forward at the minute as Ive given up trying to get anywhere calling BT

[Keith_Beddoe]

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.

[Vicx71]

Spoiler

Thanks. Any help will be glady received. 

[PaddyB]

Hi @Vicx71,

Welcome to the Community and thank you for posting. I'm there is a fault with your Parent's service and that the repair has been delayed. If you send me in their details, I'll take a look at what is happening with the fault.

I have sent you a private message with instructions on how to contact me. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks

PaddyB

[JohnC2]

Hi @Vicx71  thanks for taking the time to speak with me earlier and I'll continue to chase this fault until it is fixed. I'll update you again on Monday.

thanks
John

[Vicx71]

Hi @JohnC2 . 

Thanks for your help so far. I was wondering if there was any updates on my parents account. Thanks

[NeilO]

Hi  @Vicx71 thanks for posting, @JohnC2 is due back in the office later this afternoon and I'll make sure he gets your message.

[JohnC2]

Hi @Vicx71  The cable change over should be complete now and the telephone line back in service. Are you able to check this and confirm it's working ok?

Thanks
John

[Vicx71 · Accepted solution]

Hi @JohnC2 . The phone is niw working again. Thanks for all your help

[JohnC2]

Hi @Vicx71  thanks for posting back and good to hear that the phone is back up and running 🙂

cheers
John