My elderly mother has had not phone service since Thursday evening after a post suffered damage up the road from her.
BT were advised on Thursday early evening and came out to secure the lines on Thursday evening even though the tracker information gives Friday as the reported date to make it look better.
They came back on Friday and ascertained that it needed a new pole.
Today they are suggesting, again on the tracker, that the estimated repair time for this in Wednesday 5pm.
This is 7 days, how can putting in a standard pole, of which they should have them readily available be so difficult.
My mother relies on this service to get contact with the outside world and also for care call.
Thanks for posting. Sorry to hear of the problems experienced.
Please send us an email using the contact the mods link in my profile and I can have this investigated further.
Thankyou for coming back so quickly, I am struggling to find the contact the moderator, contact link, I am logged in, can you give me more information on where I should see it please
Hi again Stuart
I think I have it now and have submitted a message, hopefully you will have received it
Thanks I have checked the queue and can see the email in there.
We will be in touch as soon as possible with a case handler to investigate this for you.
I now have a reply from the Moderator team telling me exactly what I can read myself on the BT tracking system. That the estimated time for resolving a new pole will be a whole week and if we are lucky as there will be a further update on that date, unbelievable on such a standard piece of support material.
Problem reported Thursday 12th (not Friday 13th as stated on the tracker)
Estimated resolve Wednesday 18th 5pm
In the mean time we have elderly and vulnerable people living in a remote location with communication lines
If we were struggling with bad weather and heavy demand I could understand but we are obviously not
does your mother qualify here http://www.bt.com/includingyou/assets/downloads/FreePriorityFaultRepair.pdf
I will check this out to see if I can get her onto it for the future, hopefully I can. I rang on Thursday as did many other people to report it and no one at BT suggest such an preferential service, I suppose as they have to react much more efficiently than they are doing once someone is on this