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GerryM1
Newbie
203 Views
Message 1 of 5

Chasing a problem solution

Phone u/s on 11th Aug, reported fault same day - told solution by 14th Aug.   No way, three Open Reach vans arrive but need a trench to be dug - week later nothing has happened.   Productivity zero.    Would Sky be a better option in future?   GerryM1

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4 REPLIES 4
iniltous
Recognised Expert
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Message 2 of 5

Re: Chasing a problem solution

No, it would be the same problem and resolution regardless of your service provider, if that were Sky , it would still be Openreach repairing the lineplant and exactly the same time taken
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GerryM1
Newbie
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Message 3 of 5

Re: Chasing a problem solution

Latest info on chasing a problem solution.   Just received a text to say it is beyond control of BT engineers to repair fault by tomorrow's deadline until hole is dug and this now delayed a further four days until next week - two weeks since fault reported!!    What does one have to do to get a full explanation and action?    Libby Barr as MD of Customer Care writes to put up line charges again in Sept  but fail to see that BT really has customer care at the forefront of its policies.   Soooo frustrated.   GerryM1

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Distinguished Sage
Distinguished Sage
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Message 4 of 5

Re: Chasing a problem solution

BT Retail, and other Service Providers would be relying on Openreach fixing the fault. If the damage has been caused by a third party, then Openreach would declare MBORC (Matters Beyond Our Reasonable Control).

 

They would not be tied to any specific repair time.

 

BT Retail will arrange a free divert of any incoming calls, to your mobile.

See http://bt.custhelp.com/app/answers/detail/a_id/9394/~/customer-service-guarantee

 

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Moderator
Moderator
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Message 5 of 5
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Re: Chasing a problem solution

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