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godmcgarvey
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Message 1 of 12

How long should it take BT to get back to you on a fault?

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My phone and broadband stopped working a week ago and the online fault tracker says a problem near my house and BT will be in touch with me.

Its now been a week and nothing.

How long should it take?

 
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Distinguished Sage
Distinguished Sage
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Message 2 of 12

Re: How long should it take BT to get back to you on a fault?

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@godmcgarvey 

Please edit out your fault number, as this is a public forum.

What date did you report the fault?

You might find this page helpful http://bt.custhelp.com/app/answers/detail/a_id/9394/~/customer-service-guarantee

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godmcgarvey
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Message 3 of 12

Re: How long should it take BT to get back to you on a fault?

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Fault was reported on 22 Aug

The fault diagnostic run 22 Aug at 16:31 according to fault tracker

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Distinguished Sage
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Message 4 of 12

Re: How long should it take BT to get back to you on a fault?

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It should have been fixed by now, unless there is a major service fault like cable or cabinet damage.

Did you check on the BT Service Status page to see if there was anything showing for your exchange or number?

https://my.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=31

Estimated time to resolve: Ongoing

A small number of our customers in the areas shown below, may experience a loss of telephone and/or broadband services. We hope to have service restored as quickly as possible and apologise for any inconvenience this may be causing. Services can be affected by a number of different factors such as damage by third parties to the network causing cable damage.

Areas currently impacted are below:

Westward - 01237 (estimated clear date 02/09/2019)

Whitehouse -  01880 (estimated clear date 02/09/2019)

Southminster -  01621 (estimated clear date 02/09/2019)

Lhanbryde -  01343 (estimated clear date 02/09/2019)

Hertford -  01992 (estimated clear date 02/09/2019)

Ruabon -  01978 (estimated clear date 02/09/2019)

Llanarmon -  01824 (estimated clear date 02/09/2019)

Checkendon -  01491 (estimated clear date 02/09/2019)

Hebron - 01994 (estimated clear date 02/09/2019)

Burton - 01524 (estimated clear date 02/09/2019)

Todmorden - 01706 (estimated clear date 02/09/2019)

Pickering - 01751 (estimated clear date 02/09/2019)

Melrosegate - 01904 (estimated clear date 02/09/2019)

Tudweiliog - 01758 (estimated clear date 02/09/2019)

Lymm - 01925 (estimated clear date 02/09/2019)

Oakamoor - 01538 (estimated clear date 02/09/2019)

Widemouth bay - 01288 (estimated clear date 30/08/2019)

Westwood - 01733 (estimated clear date 30/08/2019)

Muswell hill - 020 (estimated clear date 30/08/2019)

Downpatrick - 028 (estimated clear date 30/08/2019)

Pickering - 01751 (estimated clear date 30/08/2019)

 

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godmcgarvey
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Message 5 of 12

Re: How long should it take BT to get back to you on a fault?

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First thing I checked and have checked since. No reported problems in my area.

Last update from Fault Tracker says...

Fault diagnostic run

It looks like the problem is in or near to your home, and we'll need to contact you before sending an engineer. We will be in touch with you on the details you have provided us with.

Hopefully they are not trying to phone me on a phone that doesn't work!

 

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Distinguished Sage
Distinguished Sage
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Message 6 of 12

Re: How long should it take BT to get back to you on a 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
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Message 7 of 12

Re: How long should it take BT to get back to you on a fault?

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Hi @godmcgarvey 

Thanks for your post and welcome back!

Sorry to see your services have developed a fault.  I can see that you reported the fault last Thursday and you haven't heard any word back.  We can pick this up and check what's causing the hold up.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie

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Moderator
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Message 8 of 12

Re: How long should it take BT to get back to you on a fault?

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Hi @godmcgarvey  I called earlier and left a brief message; sorry I missed you. I am sorry that the fault with your service has not been fixed yet. It had not been progressed to our supplier to fix and I have done this now. I will continue to monitor the fault until it is fixed. If you need anything in the meantime just post back and I'll be happy to help.

cheers
John

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godmcgarvey
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Message 9 of 12

Re: How long should it take BT to get back to you on a fault?

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My apologies, I couldn't answer my phone as at work.

I have now been given a date of 3 Sep at the latest for a fix, I'm hoping for earlier!

Thanks to all for your assistance.

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Moderator
Moderator
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Message 10 of 12

Re: How long should it take BT to get back to you on a fault?

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Hi @godmcgarvey  I can see the engineers have closed off the fault after completing some underground work. Would you check and confirm that it has been fixed for you.

cheers
John

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