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Judesman
Contributor
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Message 1 of 8

Faulty Line and Lack of Action by BT.

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Our landline and broadband started to play up early in June. I phoned BT on or about 19th June who told me that there was nothing wrong with our line. An engineer called on 24th June a found a fault in the road 23 metres from the house. I was told that someone would dig up the grass verge later in the week. Nobody turned up. I have been phoning my contact at BT regularly and he tells me that he has asked Openreach (I think) on a number of occasions to deal with this fault but nobody turns up.

We have not had any sort of landline since 24th June and broadband speed is greatly reduced and keeps dropping out. Question: Who do I complain to and can I get some sort of reduction on my bill for lack of service? My wife is using her pay as you go mobile so that is an additional cost.  Any help please.

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Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: Faulty Line and Lack of Action by BT.

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I have asked mods to see if they can find out why delay  they will post here



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.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
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Judesman
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Message 3 of 8

Re: Faulty Line and Lack of Action by BT.

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I now understand that they are coming today to dig up verge so, we will see. Thanks for your reply.

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Moderator
Moderator
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Message 4 of 8

Re: Faulty Line and Lack of Action by BT.

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Hi @Judesman 

Thanks for your post and welcome back!

Sorry that your services have developed a fault and that this has been going on for so long.  I understand that the engineers are due out today.  Keep us posted and if there is a further delay we'll be able to pick this up from here to find out what's happening.

Cheers,

Robbie

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Judesman
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Message 5 of 8

Re: Faulty Line and Lack of Action by BT.

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Many thanks. The Openreach engineer turned up this PM and in spite of Openreach having been chased three times by the BT the engineer he told me that the fault had been recorded as resolved.  I enquired who had marked the problem resolved and he told me: "The system"! 

Anyway a length of cable has been replaced and normal service has been restored.

I really feel that I should have some reduction in line rental in view of weeks of inconvenience. Please, how do I go about this?

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Moderator
Moderator
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Message 6 of 8

Re: Faulty Line and Lack of Action by BT.

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Hi @Judesman,

Thank you for posting back. I'm really sorry that the repair took longer than expected. I'm glad to hear the engineer today was able to repair the service.

With regard to your question about compensation, you can find out more here - Automatic Compensation

Thanks

PaddyB

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-Richie-
Expert
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Message 7 of 8

Re: Faulty Line and Lack of Action by BT.

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@Judesmanwrote:

I really feel that I should have some reduction in line rental in view of weeks of inconvenience. Please, how do I go about this?


You can be credited for the down time, which is just under 1 month, once the fault shows closed you can ask the billing team for a credit.
You can ask the loyalty team if there are new offers available, any change would see you enter a new 18 month agreement and is at their discretion.

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Judesman
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Message 8 of 8

Re: Faulty Line and Lack of Action by BT.

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Many thanks, I will pursue this. Thanks for all your help.

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