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jol1
Aspiring Contributor
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Message 1 of 20

phone fault not fixed

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hi Happy New Year

 

our phone was reported not working before xmas, test socket failed, and an engineer was scheduled ,but we have heard nothing. We have used the online chat to follow up, but they seem not to be able to help now that the commitment date has passed. What should we do do now please advise thx

 

Our fault was supposedly priority as we have a profoundly disabled child here with limited mobile coverage added to which we are medical professionals who need a landline for work.

 

any assistance greatly appreciated thanks

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19 REPLIES 19
Distinguished Sage
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Message 2 of 20

Re: phone fault not fixed

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are you paying extra for priority repairs
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Distinguished Sage
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Message 3 of 20

Re: phone fault not fixed

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The network is supplied by Openreach not BT at this time Openreach are extremely busy due to all the storm damage and engineers being moved around the UK to restore major infrastructure damage this means many faults are taking longer than normal to complete
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jol1
Aspiring Contributor
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Message 4 of 20

Re: phone fault not fixed

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thx we are not paying extra for priority but are registered with most services -- electric phone etc as priority. Yes we appreciate there are many problems at present in all northern areas but it would be good if there was some communication eg a no reply email to say that they weren't able to keep an appointment

 

thx 4 your reply

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Distinguished Sage
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Message 5 of 20

Re: phone fault not fixed

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In that case you are just on a standard waiting time and that is normally 3 working days after the fault is reported how ever as i posted there are currently longer waits than normal
Unfortunately BT Retail your provider can only give information as Openreach provides them
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jol1
Aspiring Contributor
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Message 6 of 20

Re: phone fault not fixed

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still no response unfortunately

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jol1
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Message 7 of 20

Re: phone fault not fixed

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and now we find that the call diversion we set up with 'chat' is not working "it has not been possible to connect your call please try again later"

 

any advice appreciated (as our work is suffering)

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Distinguished Sage
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Message 8 of 20

Re: phone fault not fixed

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Residential lines are not to be used for business purposes as it breaches the T&C's and I would advise not mention that when dealing with the fault
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jol1
Aspiring Contributor
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Message 9 of 20

Re: phone fault not fixed

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i confirm this is a residential line that is faulty and that the diversion we set up via chat is not working, and that we have passed 2 completition dates now

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Distinguished Sage
Distinguished Sage
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Message 10 of 20

Re: phone fault not fixed

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any information here  http://usertools.plus.net/exchanges/mso.php

http://usertools.plus.net/exchanges/?

http://btbusiness.custhelp.com/app/service_status

http://bt.custhelp.com/app/answers/detail/a_id/15036

http://community.plus.net/exchange-information/



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