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BT network fault – No access to landline and broadband


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Old 12-07-2011, 19:50
DisabledBTUser
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Join Date: Jul 2011
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Friday afternoon – around 12 noon my landline had no dial tone and broadband connection. Their Indian call centre told me it is a network problem BT is aware of and should be repaired by Tuesday or Wednesday. I advise BT that I am disabled and having a working phone line and internet connection is essential to my well being. The Advisor sympathised especially as the same fault occurred last year for over a week and assured me they understood and did not expect this fault to last as long as it did last time.

Saturday morning – a BT Engineer leaves a message to say a BT Engineer will attend the property Thursday AM (0800-1300 hrs). I am a little concerned given that the original Telephone advisor said the problem would be resolved by Wednesday.

Thursday morning – A BT Engineer arrives as promised. He does not immediately present ID. He inspects the phone installation and 5 minutes later announces that he did not identify a fault but would report his findings to his managers.
Thursday afternoon – I follow up the Engineer’s report and I’m informed by an Advisor (Indian call centre) that the fault was connected to BT equipment at my home. I am to confirm my availability for the repair. I advise the Advisor that my health conditions / disability mean I am at home all day but have a medical appointment on
Saturday morning so requested an Engineer anytime on Friday or Saturday afternoon. An appointment is agreed for Saturday afternoon (1300-1800hrs). I also ask the Engineer to please call a few minutes before he arrives.

Saturday afternoon – The BT Engineer does not arrive so I phone BT after 1830 hrs. First the Indian Advisor informs me that the appointment was arranged for that morning. Puzzled I ask why the time was changed knowing I was at a medical appointment, why the BT Engineer did not call to advise and finally why he did not attend and leave a ‘Sorry we missed you card’ documenting time of attendance. The BT Advisor concedes that the reason the BT Engineer did not attend was because the fault was confirmed as a network fault outside my home. I ask why I was told the fault was with equipment indoors and to be billed for the BT Engineer’s attendance? An apology was given for any misunderstanding. The fault occurred within the ‘network’. When I mention the cost of calls to BT on my mobile phone – the Advisor asks me not to phone back. He says the fault will be rectified on Monday by 1700 hrs and he gave me a personal assurance that he would phone me that evening to put through my claim for compensation.
Monday morning: A BT Engineer called at the house and left a ‘Sorry we missed you card’ and stated that the fault had now been completed. Due to my mobility problems I was unable to get to the door.

Monday evening: The landline was working after 1830 hrs when I phoned the BT Fault Team. This time I got through to a British call centre. The Advisor said BT Engineers sometimes attend a customer’s home without notice to inform them that a fault is rectified. The Advisor could not take the BT Engineers note as proof the landline/broadband fault was rectified. She hoped to phone back when the fault was updated on their computer systems because the network fault in question required digging underground to access relevant wires. The Advisor was unable to give me her full name or that of her manager/mentor or even the town of the call centre for security reasons. It was indicated that BT could not comment on the cost of calls to BT from mobile phones because they provide a free phone number for customers to use. They cannot comment on customers too ill or disabled to make their way to a landline or who purchased temporary mobile broadband USB sticks to remain connected because of health conditions.

Tuesday morning: I missed a call from BT but broadband access is not yet rectified so I will have to make yet another call to them. Has anyone had a similar experience or have hints/tips to share?
Thanks.
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Old 13-07-2011, 16:56
sergeant121
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Join Date: May 2005
Posts: 185
If you're paying premium rates to call BT's freephone numbers from your mobile, please use one of the call-through gateway numbers (0200 222 0700 or 0200 222 0900). The call will then be charged at normal landline rates (or will be inclusive in your calls plan if you have one).
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Old 18-07-2011, 23:39
EGTE
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Join Date: Oct 2008
Location: South West
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To take advantage of "free" minutes from a mobile use 0330 1234 151 for BT pstn faults or 0800 1234 567 for BT broadband faults.
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