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roswellgrey
Aspiring Contributor
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Message 1 of 12

phone fault - getting near my wits end ...

I am frankly aghast as to how a fault has been "handled" on my parents phone line.

Summary :

23 June  - Phone goes very crackley - the line works but it is basically impossible to hold a call due to the noise. Fault raised.

27 June  - Fault is cleared by BT according to website. Crackle remains.

28 June  - Website won't let us mark as not fixed (spinning wheel when trying to select "not fixed" and red text "field" pops up on screen and status remains "resolved") So, ring them to say its not fixed.

29 June  - Website status changes to "fault reopened" . Rang and was told that an underground cable is the problem and it will take time. There is the question, in my mind, of where this "underground" cable is as they are mostly served by overhead lines, but accept the fact that there might be underground from the cabinet to the first pole when thinking about it. Patiently wait for the fault to be fixed.

Between 30 June and 5th July  - Ring to see what is happening. Told permission from Council required to fix this "underground" cable and that permission from council is required. Nothing on roadworks.org anywhere near the property or the cabinet, but, again, patiently wait for fault to be fixed

5th July  - Openreach turn up, checked drop wire to house and master socket, and then replaced an overhead cable near the property . After Openreach leave, subsequently find that phone is completely dead - no dial tone, nothing. I found out about this on the 7th (my parents had faith that it would be fixed i.e. 1/2 a job had been done and it would be completed), and I subsequently reported it.

 

From 5th July to now, 12 July  - Phone has remained totally dead. Repeated calls and chat to BT have achieved nothing, apart from stock phrases and no discernable action.

 

Note that on the 10th the fault was marked as "resolved", and despite phone call and chat session, remains in that state.

 

Interestingly enough, the last chat session resulted in my complaining that the fault was still not fixed and that is was marked as resolved, and the CS rep stating that " "I can see there is a fault on your line...."

 

Why was it marked as solved then, multiple times, without the fault being addressed ?

 

So - they were almost 2 weeks with a noise fault that made the phone virtually unusable, and have had a dead phone line for a week.

 

Some chat log extracts (there are too many of note to quote, and it wouldn't achieve a lot except me venting my frustration)

 

7 July - BT - " I can see there’s a fault on your line"

7 July - BT - "The next update will be available on the 11th July. So we can expect a fix by 1700hrs on the 10th"

 

11 July - me => "back to previous points - (a) why has nothing been done about this fault and (b) why did you not ring them today as promised to sort this out ?

11 July - BT - => "I can see the day when you reported the fault on 7/7 the fault did not get progressed due to a possible technical issue"

11 July - BT - "Regarding the call I am afraid I do not see a call booked for you, I am sorry the online tracker does not gets updates so fast we can assure you that we have passed it to the engineers and they will be working on it So, we are now at this point...

11 July - BT - "your fault will be fixed by 01/07/2016 17:00:00.....as you are not happy with the resolution i will be connecting you to a supervisor"

11 July - BT #2 - "Thanks for that information, I'll check it and get back to you in a moment".

11 July - BT #2 - "I am sorry that was a typing error It is 12/7 that is by the end of tomorrow

11 July - me - "so an Openreach engineer fix the fault by the end of play tomorrow, yes ?"

11 July - BT #2 - "Yes that is correct"

 

btw : As of now, the fault is still showing as "resolved". (and again I cannot update it online - it just doesn't work). And the phone line is still dead.

 

If this is not fixed by 1700 today, I will need help to resolve this from a BT rep. here. My parents cannot go on like this ..... And, like the fault-updating functionaility of your website, I cannot keep going round-in-circles with your call centre ....

 

Oh, and to add insult to injury, you literally just sent a bill for the last month taking the full usual amount for line rental and call package. And the service has been ususable ......

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11 REPLIES 11
Distinguished Guru
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Message 2 of 12

Re: phone fault - getting near my wits end ...

I'm asking the forum moderators to take a look at this for you and they will post contact info here later.

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Distinguished Sage
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Message 3 of 12

Re: phone fault - getting near my wits end ...

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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roswellgrey
Aspiring Contributor
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Message 4 of 12

Re: phone fault - getting near my wits end ...

Thanks to you both - will wait for the contact link

As I cannot edit my original post, the last sentence in my above post should read "And the service has been unusable ......" (typo)

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Moderator
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Message 5 of 12

Re: phone fault - getting near my wits end ...

Hi @roswellgrey,

 

That doesn't make for good reading. You clearly need our help getting everything fixed. You can reach us by clicking on my user name and then click on contact the mods. It'll take a few days to pick it up but we will take over it.

 

Thanks

 

DanielS

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roswellgrey
Aspiring Contributor
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Message 6 of 12

Re: phone fault - getting near my wits end ...

Just to reiterate

 

11 July - BT #2 - "I am sorry that was a typing error It is 12/7 that is by the end of tomorrow

11 July - me - "so an Openreach engineer fix the fault by the end of play tomorrow, yes ?"

11 July - BT #2 - "Yes that is correct"

 

I am sad to say that, as anticipated, Openreach were nowhere to be seen, and obviously the phone is still dead.

You would have thought that a dead line for this period would have bumped it up the priority list, so I do have to wonder if they were even tasked for this job ?

Also, despite previous assurances, the fault is still "resolved" as far as the fault web portal is concerned.

 

Your assistance, Daniel, will be desperately appreciated ......

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roswellgrey
Aspiring Contributor
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Message 7 of 12

Re: phone fault - getting near my wits end ...

Today's chat efforts ....

 

BT => Hello. I'm xxxxx .Thanks for that information, I'll check it and get back to you in a moment.
BT => Sorry to hear that Mr. XXXXX.
BT => Let me assure you that your concern will be taken care of. I will assist you with the best possible resolution.
BT => Let me check the fault status for you.
me => Can I check that you actually booked Openreach to fix the fault yesterday as promised ?
BT => Yes Mr. XXXX, you can track the fault online via this link  http://www.bt.com/fault ....
me => Why is the fault raised on the 23rd June [ref number removed] shown as "resolved" when it has never been fixed ? I have told you multiple times that it is NOT fixed and the phone is dead
me => so why did Openreach not fix the fault yesterday then ?
BT => I am checking it for you.
me => thanks
BT => Please allow me few minutes, I am contacting openreach engineering team for the updates regarding your fault status.
me => ok
BT => Sorry to keep you waiting Mr. XXXX.
BT => I just had a call with Openreach team and the fault has been assigned to the local network engineer and he has started working on the fault and it should be fixed by today, end of the day.
me => Ok ... So what happened about yesterday ? I was promised the same thing on Monday .......
BT => Yesterday it has been checked by our engineers and after looking the nature of fault, it has been been passed to network specialist engineer.
BT => Also I can see that our complaint is trying to call you but they were not able to reach you on this number [incorrect mobile number].
BT => *complaint team
me => wrong number - I have no idea where you got that one from .....it should be [correct mobile number]
BT => I am sorry, let me update your correct number.
me => so it will be definately be fixed by the end of play today, yes ?   
BT => Yes Mr. XXXXX, but again as it's a local network fault, if the fault is not major then surely it will be fixed by today, end of the day. Engineer is working at this fault on priority basis.

 

 

Surely this is a simple situation ? An overhead line was replaced over a week ago and since that day the phone line has been totally dead. I have chased BT persistently about this.

And now it requires a "network specialist engineer" to fix this ?

Fobbed off is the phrase that springs to mind ....

 

Oh - and the fault portal is still showing "resolved" , "Current status - Completed" and now a new addition of a "close date" of 13/07/16, which it never had before .  I really hope that "close date" is not telling me that the fault has been closed ...

 

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Moderator
Moderator
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Message 8 of 12

Re: phone fault - getting near my wits end ...

Hi @roswellgrey I've checked and we have received your form. As @DanielS has said it will take a few days to get to you.

 

Cheers

John

 

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Distinguished Guru
Distinguished Guru
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Message 9 of 12

Re: phone fault - getting near my wits end ...

It's frustrating but you'd do best to wait for the mods to get in touch. If you keep contacting the helpdesk meanwhile, things are likely to get more complicated.

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roswellgrey
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Message 10 of 12

Re: phone fault - getting near my wits end ...

Pottyperson - you are right, of course - muddling ownership of the problem within BT is a bad idea - but I had  to persist until the mods here took it over - my parents were having kittens about having a dead phone line for a week ....

 

7th July - BT - "I can see that there is a major fault detected in the area for which we are waiting approval from the Local Counsil. This will take some time and I would request you to kindly wait."

 

No - the new overhead line installed on the 5th July was not connected properly, so the drop wire to the property from the last pole was open circuit. This was confirmed by the OR engineer when he remade the connection and subsequently fixed the fault yesterday.

 

I really wish that the BT call centre would actually listen to the customer rather than just run through scripts. It took 8 days (of a totally dead phone line) to rectify this simple problem, despite me repeatedly telling BT this was the most likely cause during this period. And I shouldnt have had to do that - the last thing touched is often the cause of any problem ...

And if I hadn't persistently contacted BT over this (after all, the fault was "resolved" !!! ), the phone line would still be dead. That is, frankly, appalling.

 

And saying

 

7th July - BT - "I follow this case personally to help with this issue sorted"

 

is fine in principle, but if they are just words with no action they are extremely annoying when nothing happens.

 

Also, telling the customer that Openreach will come out to fix it and no Openreach engineer showing up (I suspect Openreach were not at fault here) is low. Don't set expectation (to probably shut the customer up) if it isn't going to happen - you have no idea how much stress that causes when you have been without a phone for a week and no-one shows up.

 

Daniel - I still need your help, when you get round to this case, resolving billing for an unusable service and the like.

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