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Holly1
Newbie
229 Views
Message 1 of 11

Need fault fixed urgently!

My frail 93 yr old father lives alone and has an emergency call button than is  landline dependent. He has now been without a fully operational landline for 11 days ( he can't receive any incoming calls) We have tried upteen times to find out what is going on only to be told they are fixing it...they are supposed to be digging up the pavement outside to rectify the fault. Thats a joke!! ....yes they've drawn a few lines on tbe pavement..11 days ago ...and thats it!!

I can't actually even get to speak with a real life human...what alternative is there....contact local radio/ tv.  My father stumbles a lot and god forbid he does so and help can't reach him in time!!!

 

 

 

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10 REPLIES
Distinguished Sage
Distinguished Sage
225 Views
Message 2 of 11

Re: Need fault fixed urgently!

Welcome to this user forum.

Is he a BT Retail customer?

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Holly1
Newbie
222 Views
Message 3 of 11

Re: Need fault fixed urgently!

Yes he is. I am not living with him so am desperate for advice.Thanks

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Distinguished Sage
Distinguished Sage
219 Views
Message 4 of 11

Re: Need fault fixed urgently!


@Holly1 wrote:

Yes he is. I am not living with him so am desperate for advice.Thanks


Its Openreach that do any repairs, but it should not take that long. You should have been offered a free divert of any incoming calls to a mobile phone.

Does it give an estimated repair date when you track the fault online via MyBT?

https://support.bt.com/track/fault/?view=faulttracker

You also should have been able to talk to someone on 0800 800 151.

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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Distinguished Sage
Distinguished Sage
203 Views
Message 5 of 11

Re: Need fault fixed urgently!

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Distinguished Guru
202 Views
Message 6 of 11

Re: Need fault fixed urgently!

Sounds like they are waiting for contractors to excavate the pathway to locate the cable.
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Holly1
Newbie
201 Views
Message 7 of 11

Re: Need fault fixed urgently!

Thanks Keith . They keep fobbing us of with dates but they pass by without anything being done.

I can't track it as I don't have log in details, can't ask my Dad as he wouldn't even know what I was talking about!!

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Distinguished Sage
Distinguished Sage
198 Views
Message 8 of 11

Re: Need fault fixed urgently!

The problem is that the moderators make take a couple of days to look at it, as they are very busy, but its worth asking.

Its also worth applying for the priority service, if he qualifies.

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Moderator
Moderator
185 Views
Message 9 of 11

Re: Need fault fixed urgently!

Hi @Holly1 Welcome to the forum and sorry to hear that your father has been left so long without his telephone service.

We will be happy to check and update you what is happening with the fault and see what we can do to move things along. I've sent you a Private message (check here) explaining how you can contact the forum moderation team. 

Cheers
John

Community ModeratorJohnC
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Holly1
Newbie
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Message 10 of 11

Re: Need fault fixed urgently!

Thanks for your help .

I have since contacted someone via a phone number that Keith gave me earlier and once again have been told they will ' look into it' . She has put him on a high priority list, but after speaking with another family member I was informed that he was apparently put on one last week!!

 

Oops undate!!!! They've turn up!!!  Thanks everyone!

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