Broken phone line

Hi
I was wondering how I can report a problem with my mothers phone line. She came home after yesterday to find that the phone lines on the outside of the house was dangling from the side of the building.
My mum doesnt have a an active phone number as she just uses her mobile. How can I arrange for this to be mended and who will be responsible for the charges as its on the outside of the house.
Thanks

Hi
You could try to report to BT openreach on 0800 917 7381 but they may insist that you contact your communication provider, but as you don't have service with anyone this could be difficult.
They only way they would attend would be if the wiring is dangerous to members of the public.
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Similar Messages

Re: Broken phone line

Hi , we are experiencing severe problems with BT and BT openreach as we have been without a phone line since 6th January. The line was broken in the high winds but we are unable to get it reconnected. Can anyone point me in the right direction. Thanks

Have you reported it as a fault, either by dialling 151, or using the online form?
https://www.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=2&s_cid=con_FURL_faults
If so, what is the current status of the fault report?
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.

What's the fastest way to get a broken phone replaced?

Summary:
What a joke. Clearly broken iPhone, but when I get to the store, no one will help me. I have to make an appointment with a "Genius" and come back later. In the meantime, no phone for me.
Anyone know the secret code to get timely help with a broken iPhone?
Details:
iPhone crashed yesterday around 5:00. Wouldn't go past Apple logo. Using the recovery mode, I have:
- Restored using my backup.
- Deleted my backup and restored to a "new phone".
- Re-downloaded and re-installed iTunes, deleted my backup, and restored to a new phone.
- Uninstalled iTunes, deleted all ipsw files, redownloaded and reinstalled iTunes and restored to a "new phone"
After each of these, the situation is the same. The phone works (albeit very slowly and unevenly) until I turn it off (off off, not standby). When I turn it back on, stuck at the apple logo again.
So now I sit at the apple store, hoping someone will miss their appointment and I can sneak in off the standby list. What a joke. I'm definitely going to have to swing by the at&t store and see about switching to a phone that has adequate support when it breaks. I love the iPhone interface, but with a complete meltdown in the first 6 weeks of ownership and the long wait to see someone to get it replaced, it's just not reliable enough as a phone (not to mention the fact that the 3G really isn't ready for primetime). Sigh.

Tamara wrote:
Make an appointment at the Genius Bar - http://www.apple.com/retail/geniusbar/ . You can also do it in store on any of the Macs there. It beats sitting around hopping a slot will open up.
I did both - I scheduled the earliest available appointment, but it was hours away and I needed my phone, so I tried waiting for a hour or so as well.
deggie wrote:
See my answer to your last post.
Are you some sort of VIP that I don't know about? Why should you get to just walk in and have your problem solved when others made a Genius Bar appointment and showed up for it.
I don't think I'm better than anyone else. I think anyone with a broken phone should be able to get immediate assistance. I wasn't looking for training in how to use my phone, or assistance with some obscure functionality - the freaking thing wouldn't turn all the way on and couldn't be used for it's primary purpose, that of a mobile phone.
Tenacious MC wrote:
I suppose you do the same thing when walking into a doctor's office without making an appointment and expect him to see you about your cholesterol being high? You'd go into an ER for an emergency like a broken arm but you're gonna have to wait in line just like everyone else unless it's a life-threatening condition.
See my response above. If my phone wasn't "feeling well", I could live with waiting to talk to someone. But my phone was in a persistent vegitative state and deserving of urgent care.
The one time I had a problem with my Motorola RAZR, I walked into an at&t store and the next available person helped me out (by replacing the nonfunctional phone). I didn't have to make an appointment with a special subset of the staff. I would expect Apple, the actual manufacturer (and, in my case, vendor) of the phone to at least meet the standard that at&t sets for phones they don't even manufacture.
And I hope for the sake for Apple's enterprise penetration plans that they don't share your misconception that this is just a matter of "hampering my lifestyle". It's a matter of interrupting mission critical infrastructure functionality.

Faulty phone line and broadband for 1 week - and B...

Please can a UK based BT Advisor / Engineer respond to this message as I'm desperately in need of help - and would be grateful of any assistance
Our housing development had lightning stikes on 30th Jan
As a result I lost my phone and BB connectivity as lines were damaged down the road
I reported this and was given an engineer visit for 5th today
BT enginerrs have been in teh neighbourhood for the last week
No show today for my scheduled visit though and no contact / feedback at all from BT
Rang up today and its cancelled as apparently "my fault has been remotely fixed" - definitely not
Also "we tried to contact you but got no answer" - maybe because my phone line is broken?
I'm getting absolutely nowhere with the help line -
I have told them I want an urgent resolution and I want to formally complain and I want a UK contact to help me resolve this - and that it I don't I'm cancelling my contracts - which I'm minded to do in any case
Still no call back from them on all that - and 1 week now with no connectivity at all
Please can somebody help get me talking to somebody at BT that can resolve this
Thanks
Steve (Sheffield)

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
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.

Wireless routers and surge protector with phone line ports

I cannot connect to the internet when I use my surge protector phone line ports. I have the line from the wall in the in port and the other one in the out port but status light on modem doesn't light up and no connection to internet. Is it my surege protector? Do I need to do something else?

I assume the system works fine if you bypass the surge protector. I will also assume that you are not plugging in your DSL phone line on the "in port" and then plugging in an ethernet wire on the "out port" of the surge protector. Your surge protector cannot convert a DSL phone line signal into an ethernet signal. This is the job of the DSL modem.
Assuming you are going through the surge protector phone line to phone line, or ethernet wire to ethernet wire, then it means that either the surge protector is broken or you have a bad wire. Try a different wire. If that doesn't work, return the surge protector.
Message Edited by toomanydonuts on 03-30-200705:12 PM

Broken phone. Still in contract. Can I pay ETF and sign back up with Edge?

Please help me with the best option for my situation: I have a broken phone and about a year left on my contract. I ultimately would like to get on edge when I ge ta new phone. Would I be able to pay the early termination fee to get out of my contract and then sign back up with edge on my same family plan? Is there a better option for me?

vette311,
Ouch, sorry to hear about your phone. Let's find out what the best option would be to get you into a new device. Is they device physically broken? Is there water damage to the phone? If you have insurance on the line you can always make a claim: http://bit.ly/07CrqPK
When are you actually able to upgrade on your line? You can always check that by dialing #UPG from the Verizon Wireless device. Or you can always log onto your My Verizon to check the date as well. Please keep us posted.
KevinR_VZW
Follow us on Twitter @VZWSupport

Broken phone, early upgrade

i currently have a smartphone, my NE2 is in August. My current phone has a cracked screen and is hardly working. In order to get a replacement through the insurance it is $100. I would rather try and upgrade early to get a completely different phone rather than pay $100 now then only have it for a few months and pay another $100-$200 for a new upgraded phone. Is this possible?

Amd0704, I know broken phones can be upsetting and that you need a replacement phone as soon as possible. Since upgrades are already 4 months before the end of your contract, upgrading at discount 6 months early would not be feasible. If you have other lines on your account, I would suggest checking those as well. It is great that you have insurance though and can save a huge amount versus paying full retail for a new phone. Insurance would be your best option. You can make a claim at phoneclaim.com/verizon.
MarquiaF_VZW
Follow us on Twitter @VZWSupport

Having lots of problems with getting a phone line ...

this may be a bit of a long story sorry, but this has now stretched to nearly 2 months without phone and internet and i desperately need help as i rely on both for my business.
we moved in to our new house in october and ordered BT phone and internet on the 18th of October, we've now had 3 engineers out to connect a phone line but yesterday after the 3rd one turned up, and then left without informing me, i phoned BT to ask where he was to be told i now had to rebook my appointment for the 6th of December, nearly 2 months after moving into my house.
first engineer came on the 8th of november, a very nice man who explained to me the phone line in my house was 20 year old outdated underground line which was no longer in use by BT, he phoned his boss and was told he'd need to put up a whole new line. he went away to get a harness and ladder etc, came back and climbed the pole and got the line up and put it to my house. he then took the whole thing down again... came in to inform me that the line didnt meet regulations as it was not high enough, and he couldnt use the other pole as it was too close to electrical wires. he was gutted to have lost a whole day but informed me it is the law that bt have to provide me with a phone line and that if they dont do anything within 3 days i should complain. i was disappointed as i'd taken the day off work for this, being self employed this cost me a lot of money.
next day i was back to work as normal, a new bt engineer phoned saying he was at my house. i said i'd come back to meet him but he told me not to bother, as he'd already inspected the area and decided the first engineer was wrong and he should have infact put the line up at the pole which was beside the electrical wires, so he told me he'd book a new appointment and bt would phone me to let me know.
i waited a week with no phone call or email so i phoned BT myself on Saturday 16th November. i got a lovely lady on the phone who actually seemed horrified at what had happened, she couldnt be more helpful and managed to get me a cancellation appointment the following thursday, 21st november, from the BT engineers and assured me the order would be completed this time. great, but annoying as again i had to be in the house which meant a 2nd day off work costing me a lot more money again.
21st november - yesterday - bang on 9am a knock at the door, great. new BT engineer is there, an older unfit looking gentleman wrapped up in hats and scarfs and huge jackets. straight away he came across to me that he couldnt be bothered with this, he was asking me what line i had, what the previous guy did, what the 2nd guy said needed doing, he didnt know himself. i explained to him and he went away back into his van. he sat there for 30-40 minutes, came back to the door to say he needed a cherrypicker to get him up the pole to connect the new phone line but as it was in another place it wouldnt be here till the afternoon. he then went on to ask me if i would be staying in all day as it would get done today, he said i needed to stay in the house all day 'you wont be going anywhere will you?' i was told to stay and wait for him over and over again. i said this was fine as i'd had to take another day off work, i couldnt afford a 3rd day so i wouldnt be going anywhere.
come 11.30am, he returned, he just said he wanted to update me on that he was heading into the village to fix a phone line then would return, again he asked for assurances i wouldnt leave the house etc and i said thats fine.
12:15pm - a man phoned from BT to rebook my engineer appointment, i kindly explained he was here at half 11 and was returning to complete the job later. the man on the phone said thats fine but please phone us back if he doesnt reappear. at this point i was very worried, phoned the missus for her opinion and we agreed i should phone back so i phoned back straight away. this time i got a nice scottish man on the phone and i explained everything, he went and checked things for me and said the system still said my order was in progress so if the engineer had told me he'd be coming back, he saw no reason why he wouldnt. i was happy with that and agreed.
3:30pm - still no sign so i phoned BT back to say i was worried he had left, it was a nice man on the phone again but talked in broken english and didnt understand me completely a lot of the time... (i have a scottish accent ) the whole call took about an hour but eventually it turned out the BT engineer had indeed just decided to go home, im presuming he decided it was too much work in the wind and rain, and to add insult to injury he'd even told BT my order was completed. i asked the man on the phone if i could talk to someone higher up as i wish to complain as i needed my order completed today, he point blank refused saying he would file the complaint on my behalf which i wasnt happy with but he wasnt having it any other way. he decided to rebook my appointment for the 6th of december despite this meaning i'd need to take a 3rd day off work costing me yet more money. he then had me wait on the phone whilst he typed out my complaint and gave me a complaint reference number, he didnt really check anything with me as to what i wanted in the complaint so i am a bit worried not everything is in there. i could add more on this, im not happy at having to wait for another 2 weeks aswell considering the last lady found me an appointment within just 4 days of me phoning, i believe i should have priority for an urgent appointment?
anyway, i am very annoyed by this whole thing. i have remained patient up until today and now i just dont know what to do, im not the type to complain but this is ridiculous, i can see the same thing happening with the next engineer. i do expect some form of compensation over this whole affair as it is not fair at all that i will now have to take 3 days off my self employed job which is very very costly for me and is money i can not get back. not to mention the loss in business from not having the internet as we take appointments and orders online, we have been unable to use this for 2 months now. the amount of money i have lost over all of this is unbelieveable. fair enough i did not mind at all having to wait for my first appointment, or for taking the first day off work for the work to be done. that was fair enough, i realise these guys are busy and that was the earliest appointment i could have so that was fine. but now that i have to take another 2 days off work is the problem, not to mention all this extra time with no internet.
please could one of you help me out here as i dont know what else to do. ideally im hoping someone could sort out an earlier appointment for me like the original woman on the phone did, getting me a cancellation, as i am in desperate need of it now as december is our busiest month. i also wish to file my own complaint about all of this if possible. thank you in advance for any help and i am sorry for the length of this post. cheers.
Solved!
Go to Solution.

You will not get any compensation from the failure to provide a residential line, apart from what BT say on this page.
Customer service guarantee
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.
If you are waiting for Openreach to deal, then that appointment is going to be the earliest available.
You could take a laptop into town, and use it on the available hotspots. It would also be worth considering adding broadband to the business line, to make things easier at the shop.
As this is only a customer to customer forum, all I can do is to ask a BT Moderator to see if they can help, but I doubt that they can influence Openreach, as Openreach deal with other service providers as well.
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, if you click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
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.

My phone line is faulty and am unable to contact anyone to fix it.

I have a serious fault on my phone line. I am unable to send out phone calls or receive them on my landline. Can you please help me.

Do you get a dial tone? Is your BB working?
Have you tried plugging the phone in the hidden test socket?
You probably have a "one-leg broken" fault (technically "HR Dis"). A landline consists of 2 wires, both of which are need for voice, but only any 1 for BB. Usually when this happens the BB runs slower than usual.
To confirm this Please post your full router stats. For a BrightBox: login and go to Advanced Settings/ System/ (A)DSL Status. Also post 'Time Connected:' from initial Status page. Full router stats are key to any speed & connection issues.
It is likely that the break occurs between you & the exchange, but it needs EE to call out BT Openreach to fix it.

Broken Phone and the Cloud

My phone just recently broke about a week and a half ago and I am trying to get my things from my cloud, to my computer so I can save them to my external, however I cannot figure out how to do this? Can anyone help?? Broken Samsung Galaxy SIII user...

@mamaicooter,
A broken phone is never a fun time! You can download the Verizon Cloud desktop app here http://vz.to/IsygQ6 and back up the Verizon Cloud content to your computer.
You can also wait until you activate the new phone on your line and just sync the content back to your phone from the cloud.
JohnB_VZW
Follow us on Twitter @VZWSupport

Sent broken phone back, now getting charged for it!

So here it goes: I purchased an iPhone 4S for my son for Christmas. It arrived on 19 Dec 2013 and I wrapped it and put it away. When he opened it on Christmas Day, the phone would not work. Setup would not complete and I received a "corrupted" message. To Verizon's credit, they were available that day to address the issue and send a new phone on the following business day. Of course, I'd already thrown the package (and return label away) so I could wrap the phone box (big mistake) so I went online to print out a return label through myVerizon. It allows TWO attempts, each giving a different tracking number. Of course my printer was on the fritz and neither printed so I called customer service to have them mail me a new return label. Rather than send a new label, I was instructed to use the prepaid return label from the newly received phone. I complied and dropped off the package at the nearest pack-n-mail store the first week of January 2014 and thought nothing of it.
That was until I received a bill for the "never received" broken phone. Naturally, the tracking numbers Verizon provide are dead and were never used nor do they have any record of the ACTUAL tracking number or service (USPS or FEDEX) of the label I was instructed to use. Since these are prepaid, they are drop and go - no receipt, no scanning, no nothing. Never had a problem in the past. Now I have a $449 charge for a phone that A) was broken, and B) I sent back. I've been a customer for more than 7 years and have purchased most of my phones through them. I know they are the most expensive service but they also have the best coverage. Now after reading this post and others on the interwebz, I'm seeing a pattern: they may or may not have received the package in their warehouse, however, due to the inherently flawed return process they use, most customers are not given proper return labels to insure against lost articles. Instead, they lay the burden of proof on the customer without recourse, i.e. hold the charges until issue resolved. How am I supposed to ping USPS and/or FEDEX without a tracking number? Mea culpa I didn't write it down, but really? I thought with the highest rates in the industry and largest customer base, Verizon would be more committed to customer satisfaction and have remediation protocols in place that actually put us first. It seems they are more concerned with the bottom line after all. I will begin phasing out my plans and moving to another company that is committed to superior service and do not make customers feel like thieves. They won't feel the loss of my 4 phone lines but maybe one day they won't be #1 anymore and realize why.

Thanks for the reply. I did receive a tracking number however the USPS site has no record from acceptance to delivery. You yourself have said numerous times they have the worst record. I know there was no "scan in" of the package and, thus, no record of its movement through the bowels of USPS. No worries. I assumed I would eat it but have never received so much run around with VZW, one rep telling me a supervisor would credit it and another saying it's my responsibility to go to USPS and file a claim. After perusing this board, I'm not the only one that made the same mistake of A) not getting a receipt or B) keeping the tracking number. However the result is the same: not returned and charged regardless of "evidence." I appreciate your candor and help but feel this occurs more often than happenstance. I would think you would agree since you post on each and every thread of this subject. There's more here than just lost in the mail.
I tried to remediate. I even offered to pay for the phone on a payment plan but their billing would not accommodate. Like I said, I value customer service and satisfaction more than the cost. Maybe it's just time to try somebody else out. Who knows? Maybe I end up coming back!
Keep up the superior work.
Cheers.

At a loss with phone line

Firstly I am stating for the record that I have a problem with my phone line. My broadband issues are just a by-product of the phone line fault.
This problem has been going on for several years, although, 2 months ago i made some progress.
The problem with my phone line occurs during extreme weather conditions, heavy rain or winds and as a result of it not being a permanent feature of my phone line. Over the past year, it has got a lot worse (broadband constantly dropping, struggling to be heard when on the phone), and after a lot of arguing with BT an engineer came out. Now bare in mind that the BT line tests came back as perfect and not a problem. engineer took one look at the cable coming in to the house and it crumbled in his hand. He also mentioned that he was picking something "odd" up on the line, but couldn't be sure what it was and seeing as the broadband connected that he would leave it.
Since the engineers visit, I have had an OK phone line, just a bit quiet, until 2 weeks ago. When we had all that rain. The crackles came back that evening, causing crackles and white noise down the phone line. It lasted an hour or so, but enough time to turn my 2Mbps bras profile into a 130k profile. 3 days later and we recover (even though some intermittent crackles persist). The very next day and we're downloading at 2.5Mbps, the phone rings and the crackles are back.
The next day I ring up and complain and receive the whole dialogue about changing me £120 if the engineer comes out and can't find a fault. Funnily enough, the crackles (being intermittent) are not crackling at the time the engineer turns up, however, he states "The is more noise on the line than there should be" and "I'm going to pass it over to the underground team and see if they can find where the fault is". At this point I am now feeling hopeful that finally the fault might be found....
Half an hour ago I have heard nothing, I decide to phone up and see if there is any news... No fault found and expect a bill for £120 is the response, from a very nice Indian lady who did seem to struggle with understanding me or at least hearing me. i protested and asked how could the engineer tell me one story and for me to then be told that a line test shows no fault and that I have to pay!
Where it currently stands, is that I have insisted that the problem still exists and I have been told it will be resolved between 24-48hours.
I will of course wait and see what BT come back with tomorrow, but I am at a loss of what more I can do. I work from home and having an equivalent to ISDN when I pay for broadband because the phone line keeps having a fit is getting a bit of a hassle. If the BRAS IP profile did not take 3days to recover after a bad storm, then I could cope, but I'm now been on a 130k connection for over a week now and am looking at having to pay 3120 just because I am trying to do something about it.
If I turned round to my customers and said I'd look at their issue, but if I couldn't see anything I'd be charging them £120, they'd move else where.
Any advice as to how I can take this forward?
Solved!
Go to Solution.

I thought I had better post an update and I am pleased to say that it seems it has a potentially positive outcome.
First of all the lady I spoke to on Friday got back to me yesterday to say that yet again OpenReach had investigated my issue "outside the property" and claimed to have "fixed the problem". While I am sceptical that they actually did anything (surely the broadband should have disconnected, if they fixed anything like replacing a cable, but as I am not a telcom's engineer I have not authority to make judgement), the lady implied that I had a case to dispute any charge if it ended up on my bill.
The second was a response from a forum moderator who says that after reading my posts, my email and my fault reports, they say that it sounds like this is being caused by "a high resistance fault on your line. These can be very had to get to the bottom of unless the engineer is testing the line when condition are bad" and while notes that the fault has been closed (conversation yesterday with lady from BT), they suspect that if the line does have this type of fault, then it is highly unlikely that the fault has actually been fixed and I should contact them back as soon as the noise starts up again. Oh, and they have requested no charges be applied for the visit on Thursday.
So, fingers crossed... It does seem to highlight quite a variance in the quality of customer service that you get from BT. Plus, no matter how frustrated you get, you should persevere, as there are some good people that seem willing to help and will be on your side.

HT1688 I have a damaged I-Phone and I need the contents of my calendar off of it. I did not have Mobile me at the time. Can I swap out the sim card from the broken phone to a new phone and recover this calendar?

I have an older I-Phone (3G) that for some reason the body of the phone has split in two. This phone was a business phone and it had a lot of important information on it. I have a second phone that is also a 3G. On the broken phone there is a lot of important information that I need in my calendar. Im not worried about anything else but the calendar. I didn't have the Mobile Me account at that time or I would be having this problem. Does anybody know if I can ust switch out the sim cards. I just need to recover the old calendar, so im hoping that the calendar will transfer when I switch the sim card into the good 3G. If that doesn't work does anybody know of anyway that I can retrieve this information off of this phone?

Nothing is stored on the sim card on an iPhone. If you backed up to your computer the backup will contain your calendar events. Otherwise, if your phone isn't functioning there is no way to back up or extract your calendar at this point.

At a loss with phone line and broadband

Hi,
First of all, sorry for cross posting this, but as you might gather I'm currently stuck between a rock and a hard place.
http://community.bt.com/t5/Phones/At-a-loss-with-phone-line/td-p/54639
I'm not going to repeat everything in that post, just to say when all equipment is unplugged and you get crackles and white noise through the phone, it can not be equipment, no matter how intermittent. Am I correct?
The main reason for cross posting is around the annoying BRAS IP profile. It seems that for 30mins of static, I get stuck on a 130k profile for 3days. I could cope with the occasional outage or slow down, but 3days is half a week and when you have the recent bad weather, you get 1day of decent profile before the next spat! As a result of this, I would like to see if anyone else in the community has been through similar?
I will point out that I have been working in IT for 13years, so I like to pretend that I know something about things, but I must say that BT is one of the only companies that I deal with and dealt with that seem insistent on blaming the customer for everything.
Connection information
Line state Connected
Connection time 0 days, 1:44:21
Downstream 2,048 Kbps
Upstream 448 Kbps
ADSL settings
VPI/VCI 0/38
Type PPPoA
Modulation ITU-T G.992.1
Latency type Interleaved
Noise margin (Down/Up) 9.6 dB / 19.0 dB
Line attenuation (Down/Up) 53.0 dB / 29.5 dB
Output power (Down/Up) 17.8 dBm / 12.1 dBm
Loss of Framing (Local) 0
Loss of Signal (Local) 0
Loss of Power (Local) 0
FEC Errors (Down/Up) 5261636 / 45
CRC Errors (Down/Up) 0 / 2147480000
HEC Errors (Down/Up) nil / 28
Error Seconds (Local) 134
Solved!
Go to Solution.

No I'm suggesting the mod team is preferable to calling India ....
What they do with you is down to them .... and you.
Allbeit I doubt you'll see a profile reset, but even better you may see a lasting resolution, hopefully.

How difficult can it be to get a phone line instal...

First of all, for a communications company, BT are shockingly bad at communicating with their customers!
We ordered a home move for our phone line and Infinity services back at the start of Dec, and had an activation date of 19th Dec. The engineer duly turned up on that date and set about the install. The single socket in our house was not where we wanted it (no power socket close by for the broadband router), but he would see about moving that and all was good so far.
However, the engineer was struggling to get a tone on the line and after much to-ing and fro-ing and calling another engineer who was nearby, decided that the actual wires to the house were damaged somewhere between 30m and 250m from the house and as he was not qualified to do any underground works, he was going to pass the job onto another engineer. The next engineer duly came next day (on a Saturday no less!) to get us up and running. No dice. The engineer could not find the break, and we would have to get a new cable put in.
Now, apparently when our house was built the telephone cable was not put in with any ducting and ended up being concreted into the wall! So we would have to get new ducting and the works installed. He then went to paint up the pavement where it needed to be dug up to put the ducting in etc. Except the pavement was covered in leaves, so he sprayed the leaves. Hey ho - I knew where he had painted and I would be able to direct the guys if necessary. As the was the Saturday before Xmas, he was doubtful if the contractors would be before the New Year. The engineer did however get the broadband connection available.
Roll on the New Year and it's a stoney silence from BT, until the morning of the 13th Jan, when a contractor appearred at the door to say he was here to put in the ducting. I pointed out where it was going and left them to it. I glanced out of the window after a while to see they had made a 2ft gap in the hedge at the wrong side of the garden! I also watch in disbelief as one of the guys loaded his wheel barrow with spoil and wheeled it into the woods across the road and dumped it. These guys were the "dig things up" gang, another team were the "filling in" team and they would be along shortly to fill in the hole and re-lay the tarmac on the pavement. However, we at least now have the ducting from the street the house with a rope in the duct to allow a cable to be pulled through. Progress of a fashion.
A few days later, the hole was filled in and the pavement tarred. It then took a full week before another engineer turned up to actually pull the wire through the ducting and connect us up. Except he couldn't because the rope was jammed. So he passed the job back to somebody else. Then 2 days later engineers 5 and 6 turned up with a rodding wire to free off the rope. They couldn't free it off. They did work out that the ducting was probably dislodged by the "filling in the hole" team, thus trapping the rope. This would need the pavement dug up again to reset the ducting. Oh joy.
So, imagine my surprise when another engineer turns up one morning to install our line to discover he couldn't pull the rope through, then another engineer turns up in the afternoon to do the same , followed by yet another engineer the next day!
Meantime, the only communication from BT on the whole matter is when we call them to be told it is all in hand and it will be completed "in 2 days time", or we receive a text message saying they tried to call (no missed calls), and would try to call again in 3 days, do not call them back.
So far in this saga we have had 13 people at the house, not getting us a phone line, in nearly 8 weeks and absolutely terrible communication from BT.
A call to BT at the end of last week resulted in a promise that we would be fully installed by yesterday at 8pm.
I called BT this morning to be told that the external works will be completed by this Friday and they would then call me back to arrange an appointment for the engineer to come and do the install next week!
The only saving grace is we do have an internet connection (pretty vital for me as I work from home!) although I do have an extension cable running across my hallway and we have not been getting charged for line rental for the past 2 months.
I was told today that we should be getting compensation, but to be honest I am not bothered about that - I JUST WANT A PHONE LINE INSTALLED!
Rant over (for now!)

Hi smert,
I am sorry about the delay in getting your phone line on. It definitely sounds like you have been going through the mill lately with all the work being done and still no phone line.
Please send me in your details using the "Contact The Mods" link found in my profile and we will take it from here.
Cheers,
OlgaC
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
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Broken phone line

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