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Old 09-12-2005, 13:40
lemoncurd
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Bohochick:

Tell you neighbour to tell BT to go whistle for the money they want. There is absolutely *nothing* they can do to get it. If BT try to claim some technicality that it was his car that damaged the pole, then he must insist that BT pay for any damage cause by the pole to his car - it's exactly the same case.
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Old 09-12-2005, 13:42
+3dB
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If you are a genuine business customer or use your current residential line for business purposes then try this:

http://www.btlocalbusiness.co.uk/

Find your local centre then call them direct. No 0870 numbers, short queue, real UK-based human.

It might change your perception of BT.

And no, I don't work for them :
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Old 09-12-2005, 13:48
lemoncurd
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Originally Posted by +3dB
I can appreciate that the whole situation is a pain, but BT have offered you an alternative temporary solution which would be adequate for a typical residential customer.
It's not an equivalent service though. Unless BT were paying for outgoing calls too, Iwouldn't be happy at all! I'm assuming the line rental is still being paid for here?

If you're losing money by not receiving business faxes, that's not really their fault.
Er, yes it is. If I'm paying for line rental (and you have to pay for Option1 as a minumum these days), I'd expect to be getting service. Whether you're residential or business doesn't come into it! Surely, BT have 24hr emergency call-out staff for situations like this?
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Old 09-12-2005, 13:58
+3dB
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Originally Posted by lemoncurd
Er, yes it is. If I'm paying for line rental (and you have to pay for Option1 as a minumum these days), I'd expect to be getting service. Whether you're residential or business doesn't come into it! Surely, BT have 24hr emergency call-out staff for situations like this?
If you're paying for residential service, then you shouldn't expect to be compensated for loss of business calls.
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Old 09-12-2005, 14:02
lemoncurd
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Originally Posted by +3dB
If you're paying for residential service, then you shouldn't expect to be compensated for loss of business calls.
No (I don't think Bohochickwas suggesting her hubby wanted that) but I'd expect to be at least refunded the fixed charges for the time they were'nt providing a service.
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Old 09-12-2005, 14:05
timboy
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Originally Posted by ikkleosu
Oh my mum is having trauma with BT today. My great aunt is 94, lives in sheltered housing and is currently getting her bathroom done up (by the council, a major trauma by itself) and in the process they have managed to break her BT line (they've put the wire under a shower stall and nailed through it most likely). So my frail great aunt now has no phoneline, bad enough for a woman that age who lives alone. But the problem is she has one of those emergency buttons that she wears round her neck, and how does it work? It needs a phoneline!

So mum called BT, all automated, they said they'd send someone out next week. Not good enough. So mum phones the complaints, and of course it's in India or someplace. So the woman has trouble understading, she asks if she wants the calls redirected and does my great aunt have another line she could use. eh NOO! She says all she can promise is that she puts a note on the ticket saying it needs to be done quicker.

But really it's an utter disgrace (actually the whole sitaution is a disgrace but that's partly council, partly useless wardens in the sheltered housing and partly my great aunt getting hysterical at every thing.) the problem is you can't talk to someone who understand the differences in every situation and can prioritise etc.

My other half actually works for BT and he gets really frustrated sometimes that he can't help people more, and deal with people better.
Call, or get your mum to call 150 and have a Free Priority Fault Repair form sent out.

Your great aunt gets that signed by her doctor and it means that faults get looked at quicker.

One of the problems is that people lie. If a specific care level is required then it needs to be applied before a fault occurs, that may sound harsh and I am sorry if it does. I have lost count of the number of times I have been told that someone is waiting for a heart op or that the kids have asthma etc etc so their order needs to be prioritised. If all were true we would need to build thousands of new hospitals. Add to that that there are, quite simply, not currently enough engineers, and this is the reason for the backlog.

PS BT will charge your great aunt for that work done in repairing the line and she will have to claim the money back from the council as they done the damage.
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Old 09-12-2005, 14:10
Bohochick
 
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Originally Posted by lemoncurd
No (I don't think Bohochickwas suggesting her hubby wanted that) but I'd expect to be at least refunded the fixed charges for the time they were'nt providing a service.

Thankyou. Yes, reading through my posts I have never said that...just that it is annoying as we could lose money.

We would like to put find out if we could put a claim in on having to use OH's mobile for residential calls...I said that in my first post. The divert thing only works for incoming calls.
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Old 09-12-2005, 14:10
+3dB
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Originally Posted by ikkleosu
Oh my mum is having trauma with BT today. My great aunt is 94, lives in sheltered housing and is currently getting her bathroom done up (by the council, a major trauma by itself) and in the process they have managed to break her BT line (they've put the wire under a shower stall and nailed through it most likely).....
Is this actually a seperate line they've nailed through, or just an extension?

If it's an extension from the master socket then any halfway competent electrician should be able to fix it, probably quicker than BT.

Obviously that would cost, but there shouldn't be a problem recovering a reasonable cost from the council if they've already admitted liability.
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Old 09-12-2005, 14:13
+3dB
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Originally Posted by Bohochick
Thankyou. Yes, reading through my posts I have never said that...just that it is annoying as we could lose money.


Fair enough, and please believe me I wasn't having a go.

I worked in the mobile phone industry for ages, and it just always struck me how very often people with cheap uninsured PAYG phones would suddenly claim to be losing tons of business when their phone needed a repair.

Hope you get you line fixed quickly, but I genuinely would explore the BT business options if your OH uses the line (even occasionally) for work. Can his company contribute to the cost of a business line?
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Old 09-12-2005, 14:16
Bohochick
 
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Originally Posted by +3dB
Fair enough, and please believe me I wasn't having a go.

I worked in the mobile phone industry for ages, and it just always struck me how very often people with cheap uninsured PAYG phones would suddenly claim to be losing tons of business when their phone needed a repair.

Hope you get you line fixed quickly, but I genuinely would explore the BT business options if your OH uses the line (even occasionally) for work. Can his company contribute to the cost of a business line?
It's okay.



He hasn't asked as he only uses it for the fax at home....of which we get about 4 or 5 a week....like I say, it really is only for out of hours business, though of course the orders could be for thousands of pounds.

All other work calls he makes on his mobile which the company does pay for, but not for any personal calls.
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Old 09-12-2005, 15:49
katie
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Originally Posted by lemoncurd
Bohochick:

Tell you neighbour to tell BT to go whistle for the money they want. There is absolutely *nothing* they can do to get it. If BT try to claim some technicality that it was his car that damaged the pole, then he must insist that BT pay for any damage cause by the pole to his car - it's exactly the same case.
I suspect BT can add the charges to the quarterly bill but then the customer can refuse to pay it - unless they pay by Direct Debit.
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Old 09-12-2005, 16:02
Bohochick
 
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Whoops..I've been moved. Didn't even know there was a forum for this .

Sorry chaps!
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