NO BT SERVICE FOR TWO WEEKS

Question

I'm a BT customer
I cant make or receive calls, I receive less than 1MB Broadband and my BT Vision doesn't work due to the limited broadband speed (V04 error) and this has been for the last two weeks...I currently have three separate faults logged with BT regarding this matter and one complaint, which they don't seem to care about   One of the faults says resolved but its obviously not. 
I had 8GB speed and full service prior to the failure.
I moved house with BT home move on the 26th August after seeing how smooth it seemed on the TV adverts what could go wrong??
On the day of activation The Engineer arrived and said there was a problem between our house and the exchange, but he wasn't qualified to do the repair so this was the first day I wasted off work. A second Engineering visit was then scheduled to repair the line. I was then told that the problem could have been fixed at the exchange and there was nothing more they could do at our property and that BT would contact us when the repair was complete at the exchange, that was the second day I wasted off work. After a few days with no phone calls and no service I called BT and asked what was going on, they said they were looking into the issues and will get back to me once the problem was resolved. I received a text about an hour later saying all was well and my services were now ready to use. I had wasted a few days off work but was just happy it was working
2 weeks later we get a random text from BT saying our services are now activated and welcome to BT?? from this point nothing has worked and I have spent more that three hours on my mobile phone and have had another day off only for a no-show by the BT Engineer with no phone call or message as to why they didn't turn up or why the services still don't work. I have another Engineer visit scheduled for Monday 10th, which is the last chance for BT - if an Engineer fails to turn up or cant get the line working I will be forced to stop my payments until the BT service is resumed. Can anyone tell me if I'm within my rights to do this? I just want my services back! If I new how many wasted (unpaid) days I would have to take off work and how many hours I would spend on the phone I would have been better to just pay off my contract and defect. since my house move on the 26th Aug I have only had about two full weeks of service any advice as to my rights in this matter would be appreciated?

Answer 1

It's good to hear that your issue is progressing.
Frustrating though it is, I have a certain amount of sympathy with BT because they are totally dependent upon Openreach to handle the faults. It would be the same if your phone service was provided by Sky or anyone else. Openreach have to do the technical stuff and, from my experience, their systems do not seem to be geared up for dealng with the general public and this is why they don't care about missing appointments or just turning up on spec. They have a monopoly and can please themselves because their customer is BT and not you or me.
I find having to go through a call centre frustrating because the people you speak to are not connected at all with the people with the technical knowledge. I have been told many different tales by these people after thay have checked with the engineering department and phoned me back. I even got two completely different versions of what was happening with my phone when I disagreed with what they told me the first time and they referred it back to them again. Someone was making it up - I don't know who. Also you never talk to the same person twice. I think BT could improve this aspect although this is a common problem with large businesses these days.
I live in hope that this will be sorted out soon.
Tony