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Aspiring Contributor
Posts: 9
Registered: ‎29-08-2012
0

Fault Reporting and Repair Time

Is it me or is the fault reporting number for BT useless?

 

I realised our phone line wasn't working at about 20:00hrs in the evening. I live in an area with no mobile signal so drove the few miles needed to get a mobile signal and called 0800800151 to report the fault. After a few minutes following the menus it tells me it is doing a line test and at the end of the line test the automated service tells me there is no fault on the line and hangs up on me. I tried 4 times to find a series of menu options I needed to select to actually speak to someone. At first they told me no fault on the line. After explaining to them (several times) that I had unplugged all extensions, tried several different phones in the main socket only and I still had no dialling tone and that I also tried ringing my landline number but kept getting an error in connection message or number not in service message they agreed there might be a fault on the line and gave me an estimated repair time of 4 working days (not 3 as stated in BT's terms and conditions).

 

First it took 90 minutes to actually report the fault to a human being.

Secondly when I did talk to a human being they kept asking for an alternative number even though I kept on explaining I have no mobile phone signal at home.

Thirdly they did not tell me they could put a message informing callers there was a fault on my line - when I found this out for myself it took 18hours for the message to appear.

Fourthly 4 working days seems a bit extreme to fix a fault. I was told I would be kept updated online but it continuously says further diagnostic tests are being carried out from the diagnostic test centre (would that be the same diagnostic test centre that told me there was no fault on the line when I was trying to report the fault). Now living in a rural area I would notice if an openreach van was out and about but there is no sign of one so I don't believe anything is actually being done.

 

Is this the level of service that can be expected in the 21st century?

 

Distinguished Sage
Posts: 25,784
Registered: ‎27-01-2010
0

Re: Fault Reporting and Repair Time

BT do not provide or maintain the external network. This is done by Openreach who work for all service providers. BT do not get any special treatment.

Openreach have a backlog of work, so installation and repairs are taking much longer than normal.

 

Openreach only have to respond to a fault in three days, repairs could take much longer than that, depending on the nature of the fault.

 

 

There are some useful help pages here, for BT Broadband customers only, on my personal website.

BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Distinguished Guru
Posts: 4,865
Registered: ‎27-01-2010
0

Re: Fault Reporting and Repair Time

The aim is for Openreach to fix faults within 3 working days.  However, that's just an aim - they don't always manage it.  That's what comes of using a cheap residential-grade service.

Aspiring Contributor
Posts: 9
Registered: ‎29-08-2012
0

Re: Fault Reporting and Repair Time

"BT do not provide or maintain the external network. This is done by Openreach who work for all service providers. BT do not get any special treatment.

Openreach have a backlog of work, so installation and repairs are taking much longer than normal.

 

Openreach only have to respond to a fault in three days, repairs could take much longer than that, depending on the nature of the fault."

 

I do realise the above since that seems to be the standard reply here. However, I cannot contact openreach as they are not contactable. BT provide me with a service and BT do not give me this service so therefore I have to deal with them. My point is that the BT call centres are useless - they either provide incorrect information or no information at all and it always takes ages to actually speak to a human being.

 

The fault has been updated online (although I did not receive an e-mail as it says on the website to tell me there is an update to the fault) and says customer action is required and that I need to book an engineer.

 

This is all very well but:

 

1. The next available date for an engineer is 2 weeks in the future.

2. The website says they expect to have the fault fixed by the 4th of september (how is that possible if I need an engineer visit and the next available date is 2 weeks in the future?)

3. If I book a day off work will the engineer actually turn up (I only ask because I speak from experience on the broadband side of things - appointment agreed, I book time off work and then no one turns up). Bet I can't charge openreach (or BT) for a missed appointment and lost earnings for myself but if it is the other way around...........

 

As for the comment about using a cheap residential grade service - is that not what most people use. Should I be expected to pay for a business total care package or something for a residential home telephone? Would that make a difference (I deal with several total care leased lines at work and one fault took them a year to find)?

Distinguished Guru
Posts: 4,865
Registered: ‎27-01-2010
0

Re: Fault Reporting and Repair Time

You can ask for £10 compensation for a missed appointment. it's a bit miserable, really.
Aspiring Contributor
Posts: 9
Registered: ‎29-08-2012
0

Re: Fault Reporting and Repair Time

Yes it is miserable. Funnily enough they are threatning to charge a lot more if nobody is in.

 

Contacted BT again yesterday using the sales line. Got hold of someone in the UK who said they would speak to openreach who would get in touch with me but of course nobody did.

 

I also keep asking them to contact me via e-mail but if they do contact me it's on my mobile number but we have no coverage with 5 miles for the mobile. They never listen.

 

Oh and by the way I found out this morning that openreach have cancelled the appointment for the 12th of september but no one told me. I only found out because I had to call bt this morning because the internet has packed up now and they told me open reach had cancelled the appointment with no reason given. So I have booked a day of work for an appointment openreach will not keep and openreach (or bt) don't even have the courtesy to tell me. Maybe I can claim the whole 10 pounds (but I doubt it) towards my fuel costs - not many trips out to use my mobile phone.

 

I am told because there is a ongoing fault I have to wait until this has been resolved and if the internet connection still misbehaves after this I have to report this as a new fault. So who knows when everything will be working again.

 

Therefore I would like to say bt (and openreach) are unhelpful, do not keep you informed and basically don't care about their customers.

Distinguished Sage
Posts: 48,406
Registered: ‎21-06-2010
0

Re: Fault Reporting and Repair Time

Hi

I am sorry to see you are having promlems with your BT Service

 

I suggest you contact the forum mods they should be able to get your problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951

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

If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’
Aspiring Contributor
Posts: 9
Registered: ‎29-08-2012
0

Re: Fault Reporting and Repair Time

Yes I will try that link again when I go round to a friends to borrow their computer. It's a small point (but what you come to expect from bt) - I need to enter an e-mail address but my pc has a German keyboard (@ symbol is accessed by holding down alt-gr and Q keys) but the BT website thinks I'm trying to copy and paste (even though you use the ctrl key for that) when I press the alt-gr key and won't let me enter an @ symbol and without an @ symbol in the e-mail box it won't let me submit a query.

 

Now I accept it is slightly unusual that I use a German keyboard here in the UK but I'm sure I am not the only person that does so. But there you go for bt's website people - it doesn't work with a German keyboard.

 

I suppose it's all part of the "banging your head against a wall" experience when trying to contact / deal with bt.

Distinguished Sage
Posts: 48,406
Registered: ‎21-06-2010
0

Re: Fault Reporting and Repair Time

personally you are there first person who has posted that problem that I have ever seen I assume you are using windows if you are have you tried changing the keyboard settings to UK settings
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’
Aspiring Contributor
Posts: 9
Registered: ‎29-08-2012
0

Re: Fault Reporting and Repair Time

You are right I could do that. However, it was only mentioned to back up my point that contacting bt is just hassle. It is only a minor point and I only mentioned it because I think things on large websites should just work.

 

We'll see if I get a better response from complaints via e-mail.

 

The important thing is getting my faults fixed or at least looked at but I'm sure that will be ongoing...............................