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EdTorbett
Beginner
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Message 1 of 10

Unresolved phone line fault since I joined BT

I joined BT on the 9th of November, migrating from Tesco Homephone to BT and from day one I have been unable to receive calls from outside my local exchange.

 

I can make calls perfectly and receive calls from people with a BT line connected to my local exchange, but any other calls simply don't reach me.

 

I reported the fault on the 13th and it has been investigated by a BT engineer who confirmed the fault is outside my property and stated that it was a "number porting issue". He said that the issue would be escalated with the number porting team, as my number was ported incorrectly.

 

However, since then I have had absolutely no progress. The fault was marked by BT as resolved shortly after, despite the fault still being present, so I asked (via the live chat) to have it reopened. I then received a telephone call a few days later stating again that the fault had been resolved - even though it was still present (and can be confirmed simply by dialling my phone number and seeing if it rings). A new fault was opened for me this time - only for BT to close it again two days ago stating that "No fault was found". The fault is still present.

 

I've just spent my entire lunch break on hold to BT and since I failed to reach anyone in time have decided to raise the issue here. I'm happy to provide further information to any BT staff here.

 

Please fix my fault!

 

Ed

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9 REPLIES 9
Distinguished Sage
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Message 2 of 10

Re: Unresolved phone line fault since I joined BT

Forum Moderators help requested
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Moderator-Retired
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Message 3 of 10

Re: Unresolved phone line fault since I joined BT

Hi EdTorbett, 

 

Welcome to the community. I am sorry that you are still having problems receiving calls from numbers outside your exchange. I would like to help with this so can you send me in your details using the "Contact The Mods" link found in my profile and I will take it from there. 

 

Thanks,

OlgaC 

Community ModeratorOlga
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EdTorbett
Beginner
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Message 4 of 10

Re: Unresolved phone line fault since I joined BT

Done, thanks.
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EdTorbett
Beginner
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Message 5 of 10

Re: Unresolved phone line fault since I joined BT

Bringing this one back up as my engineer is supposed to be visiting today, but the BT "Track my fault" website is currently broken and nobody's tried to get in touch with me yet.

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Moderator
Moderator
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Message 6 of 10

Re: Unresolved phone line fault since I joined BT

Hi EdTorbett,

 

Thanks for posting. I've looked into this for you and you're due a call back tomorrow to check how you're getting on.

 

Cheers

 

David

Community ModeratorDaveM
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Distinguished Guru
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Message 7 of 10

Re: Unresolved phone line fault since I joined BT

I am afraid that a visit from an engineer will not solve your problem. The issue will be with the porting of your number across from tesco. Normally an easy fix once it gets to the correct department.
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EdTorbett
Beginner
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Message 8 of 10

Re: Unresolved phone line fault since I joined BT

Hi Dave, unfortunately BT doesn't give me any way of progressing the issue other than to call an engineer. I know the issue is outside an engineer's remit but it appsars to be a mandatory step in the fault resolution process. Given that the fault's been closed without resolution twice already, any suggestions for moving this forward would be greatly appreciated.
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SuperSajuuk
Aspiring Expert
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Message 9 of 10

Re: Unresolved phone line fault since I joined BT

You've contacted the mods, so they will solve the issue through to completion. Don't try to contact the helpdesk or use the online fault tracker to report faults, the mods have access to all parts of BT and will make sure the issue is solved.
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EdTorbett
Beginner
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Message 10 of 10

Re: Unresolved phone line fault since I joined BT

That's good to hear, Sajuuk!
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