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Metalingus84
Aspiring Contributor
404 Views
Message 1 of 10

Intermittent problem, caused by the wind

I've had an ongoing problem for over 18 months now. The problem only happens when it is windy outside. We've had about 6 or 7 engineers out, but by the time they get here, the weather has calmed down and the phone is working again. When it is windy, there is a crackling noise when trying to use the phone. You can't make calls or receive calls. The Internet stops working, then it takes days, sometimes over a week for the Internet to get back to full speed.
I took a day off work and booked an appointment with an engineer to be here yesterday between 8am and 1pm. He didn't show up at all yesterday.
We are getting extremely frustrated and annoyed at how long this problem has been going on and the inability to fix it. The engineers hardly ever show up when they are meant to.

One engineer thought that he had found what could be a problem with a connection on the pole outside our house, but said it was too windy at the time to have a look at it. Instead he fitted a new white box inside the house, which he thought could be causing the problem, then closed the case. This didn't fix the problem and no one has been out to check the connection to the pole since. Why close the case, when they aren't sure if the problem is fixed?
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9 REPLIES 9
Distinguished Sage
396 Views
Message 2 of 10

Re: Intermittent problem, caused by the wind

Hi

I am sorry to see you are having problems


I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators

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Deathtrap3000
Recognised Expert
387 Views
Message 3 of 10

Re: Intermittent problem, caused by the wind

Next engineer you get tell them to shake the wire from the pole about to see if the noise comes.

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rhyds
Expert
374 Views
Message 4 of 10

Re: Intermittent problem, caused by the wind

Yes, explain that it's a lot worse when it's windy. A friend of mine has an intermittent crackly line but when I popped over to check it it was fine. Plan is to pop over when the wind picks up.
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Metalingus84
Aspiring Contributor
325 Views
Message 5 of 10

Re: Intermittent problem, caused by the wind

The engineer I had booked never showed up and we didn't receive any communication from him or BT. BT then closed the query I had open, without doing anything to solve the problem. This is really bad and frustrating.

 

I have emailed the help team and hopefully they will be able to offer some help.

 

This is so frustrating and BT have been absolutely hopeless at trying to fix the problem. Really unhappy about it.

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Distinguished Sage
323 Views
Message 6 of 10

Re: Intermittent problem, caused by the wind

HI it is not a BT problem the network is supplied and maintained by Openreach who work on behalf of all service providers under OFCOM rules BT get no preferential service
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Metalingus84
Aspiring Contributor
322 Views
Message 7 of 10

Re: Intermittent problem, caused by the wind

So who would be responsible for closing the query I had open, without any communication? Isn't that done through BT?

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Distinguished Sage
317 Views
Message 8 of 10

Re: Intermittent problem, caused by the wind

it would be Openreach that closed the fault
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Icarus
Aspiring Expert
301 Views
Message 9 of 10

Re: Intermittent problem, caused by the wind

'it would be Openreach that closed the fault'

 

Not necessarily, the BT Contact Centres can close faults while they are in a status of open with Openreach.

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ivansmum
Newbie
248 Views
Message 10 of 10

Re: Intermittent problem, caused by the wind

Oh come on! "Openreach is the infrastructure division of the British telecommunications company BT Group. " per the internet quote!!!!
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