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Message 1 of 17

No phone for weeks now, BT still unable to respond appropriately

Due to the clowns employed by BT in India I was denied access to the BT online acccount I had after I changed my login. They could not work out why I was denied access although it was obvious, the system allowed you to use a mixed case login but always insisted on lower case when logging in. After pointless iterations with those idiots in September 2012 I wrote a letter of complaint stating I wasn't going to pay my bill until the services I was paying for were provided, I needed to update the bank account details for the direct debit. No response was forthcoming and it seems the phone line was suspended around the time the bill was due last month.


I contacted BT about this on the phone several times, we sorted out the bill and I was initially told the line would be active within a few hours. Of course it wasn't so 24 hours later I tried again. I was told that within 24 hours the line would be back up and running. Only after this didn't happen did somebody attempt to check for a fault on the line, me, and a fault was detected. BT tried to call at the property during the day but I was at work, they left a card and when I contacted them about the status of the fault I was told it had been closed. Unebelievable.


I only need the BT line in order to have a broadband service on top of it, I have been without a phone and therefore broadband at home for weeks now which it totally unacceptable. If BT think I am paying for this then they must be kidding themselves. I keep being put through to people in India who cannot speak English properly and cannot understand me, so I ask to be put through to the UK (as instructed by UK employees of BT) and they refuse so I give up.


I am at the point where I cannot continue without a service, I want to cancel the agreement and find another provider, and when I cannot even get this actioned.


This is a last attempt to elicit an approriate response from BT. Failing that it will have to be a letter to the regulator but I'd rather save myself the trouble, I have wasted enough time on this already.


What a joke. British Telecom - not British, pathetic communications. How ironic.

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Message 2 of 17

Re: No phone for weeks now, BT still unable to respond appropriately

So for a laugh I thought I'd phone them again just now, why not? Spoke to somebody barely comprehensible in India talking in phrases that were totally inappropriate to the conversation and actually meaningless, but I persevered and was told that there was no fault on the line. I knew there was. He then said that the fault was fixed on 15th Feb which confirms what I have been told previously but I found hard to believe. He then claimed that the fault was closed on 15th Feb (rather than fixed). They seem to think it is some kind of game and have no concept of a paying customer.


So it goes like this: you report a fault, BT don't fix it, then they close the fault incident. Repeat until leave BT.


In my view that is totally unacceptable. As before I was told I had to phone BT Customer Services, who are closed at this hour on a Saturday I was told. So I am no further forward than I was on 11th Feb and have been without a phone line and broadband at home as a result throughout the intervening period, for over 2 weeks in fact now.


Stuck in a loop with BT Hell.


Another written letter of complaint and a new contract elsewhere?

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Message 3 of 17

Re: No phone for weeks now, BT still unable to respond appropriately

Maybe the only answer is to visit BT in person, BT's customer care is not fit for purpose.

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Distinguished Sage
Message 4 of 17

Re: No phone for weeks now, BT still unable to respond appropriately


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

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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Message 5 of 17

Re: No phone for weeks now, BT still unable to respond appropriately

So in the end the problem was that somebody had been to the cabinet and disconnected the phone line to my property. Unbelievable.


This was blamed on a third party contractor wanting to use the line to connect another property. I have no way of verifying this but that is what the OpenReach engineer told me and wrote on his report.


I was not happy that I had to stay in the property waiting for an engineer when IMHO it should have been able to be determined by BT that there was a fundamental problem with the connection to the property without majorly inconveniencing me.


Anyway, the problems have re-commenced, but in a different way this time.


I have not had a dialtone since the start of November and I registered the fault around 10th November which was then closed by BT shortly afterwards without them informing me.


Having spoken to BT call centre operators in India multiple times I have been given multiple conflicting reasons for this, including:


  1. the incident was closed because there was no reply
  2. the incident was closed because the fault was fixed
  3. there is no fault
  4. there is a fault with the line
  5. there is a fault inside the property

Strangely the phone did work unexpectedly for about a day, so there may be some truth in 2), it could be that somebody did something to fix the problem but there was no visit to the property. In any event, I cannot understand how a fault can be closed without the customer being informed, nobody bothered to tell me, the account holder, about this.


Somebody representing BT in India told me a few weeks ago that they would contact me but of course this didn't happen.


To complicate things further, I can receive broadband over the phone line and this has been working throughout although the line speed has been poort, so I cannot understand why there shouldn't be a dialtone.


Of course I have been billed throughout this period, something which I shall have to make a complaint about.


I am stuck. BT aren't delivering a service and seemingly don't want to address the situation, and sometimes don't acknowledge that there is a problem, and yet I am billed for non-delivery of the service throughout, that part of the service seems to be working.


Terrible service from BT, don't know where to go from here.


It seems the only option I have is to terminate the contract and put a complaint in to receive a refund for the period where the service was not delivered.



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Distinguished Sage
Distinguished Sage
Message 6 of 17

Re: No phone for weeks now, BT still unable to respond appropriately

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 a UK based team of people, who take personal ownership of your problem.

Once you get a reply, if you click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.

For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.

They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks








This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it





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Message 7 of 17

Re: No phone for weeks now, BT still unable to respond appropriately

Hi 1Victoria,

Welcome the the Forum and thanks for posting. I can look into this for you and check what's going on. Drop me an email with the details. You'll find the "contact us" form in the about me section of my profile. Once I have the details we'll take it from there.



Community ModeratorDaveM
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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Message 8 of 17

Re: No phone for weeks now, BT still unable to respond appropriately

I have already been through all the hoops more than once, I have made countless calls to BT who have only been able to put me through to incompetents or idiots in India and I have raised technical faults through the web site that have been closed unilaterally by BT without anyone bothering to contact me before doing this. Simply not good enough.


I give up, I have been abandonded by BT which is an interesting to treat a so-called customer.


It is easy, as far as I am concerned I have no relationship with BT other than BT owe me money for services that have not been delivered, I'll be pursuing this through the channels open to me.

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Distinguished Sage
Distinguished Sage
Message 9 of 17

Re: No phone for weeks now, BT still unable to respond appropriately

Did you contact DavidM as requested, as he should have been able to sort this out?


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Message 10 of 17

Re: No phone for weeks now, BT still unable to respond appropriately

Thank you for sharing your experience Victoria. This kind of thing is too common with BT. My experience of dealing with national telcos around Europe is that BT consistently rank amongst the worst.
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