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How long to fix a line fault on BT?


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Old 28-12-2009, 07:47
TKDFan
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I thought it was worth a post in here to get others opinions.

I had a BT line re-connected on the evening of 24th December (I've just moved into the house), although as it stands I'm currently getting no dial tone on the line.

I logged a fault call on Boxing Day afternoon, and have checked the BT faults web page regularly since then, but it just says there is no further information on my problem.

Does anyone have any thoughts on how long it might take BT to fix it, or is it just a question of me waiting patiently?

TIA.
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Old 28-12-2009, 12:45
openreachpeep
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I thought it was worth a post in here to get others opinions.

I had a BT line re-connected on the evening of 24th December (I've just moved into the house), although as it stands I'm currently getting no dial tone on the line.

I logged a fault call on Boxing Day afternoon, and have checked the BT faults web page regularly since then, but it just says there is no further information on my problem.

Does anyone have any thoughts on how long it might take BT to fix it, or is it just a question of me waiting patiently?

TIA.
it all depends on the type of fault.
unfortunately you just have to keep on at them, or send a PM to BT Support (who post on DS). they tend to be helpfull in these situations.
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Old 28-12-2009, 22:35
TKDFan
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it all depends on the type of fault.
unfortunately you just have to keep on at them, or send a PM to BT Support (who post on DS). they tend to be helpfull in these situations.
Thanks openreachpeep.

I've emailed a message to btcare@bt.com with my fault log number, so will see what happens.

I did try their phone fault update line earlier, but after 15 minutes wait gave up in boredom!
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Old 29-12-2009, 07:31
TKDFan
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Just a quick update for anyone else in this situation.

I called BT on their Telephone Faults line this morning, and finally managed to get through to a person.

An engineer is coming out this afternoon to look at the fault.
Apparently because the automated line check did not find a fault on my line, it would not have normally progressed any further down the engineer route.
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Old 29-12-2009, 09:20
speckledhen
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Have you checked for dialtone on ALL the sockets in your premises, it's just that as the line tests all ok, if the eng deems your service to be working ok or he finds a fault within your premises past the main BT connection you may get charged £125 callout charge
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Old 08-01-2010, 22:06
EGTE
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Many people assume that if the 'phone does not work it must be a line fault. In my experience (as a BT Retail 151 faults advisor) it's often a telephone instrument or other equipment fault. If, therefore, the BT line test thinks the line is testing OK BT will ask customers to conduct apparatus checks before commiting an engineer to visit. This is because an Openreach visit which reveals a non-Openreach problem will result in a bill for £127.99 to the customer.
Usually those faults reported on-line, where the line tests OK, will go into a pot for an advisor to call the customer back. This is to advise the checks required and the potential charge. Unfortunately this will only happen if the person reporting the fault on-line or over the automated phone system provides a valid contact number - which many customers fail to do. I see a lot of fault reports that I cannot progress due to this problem and can only do so when an angry customer rings back complaining that BT have ignored their fault report! It's frustrating for both parties.
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