No phone service, poor communication from BT

Hi,
I noticed on Tuesday that I couldn't make any calls on my landline. Turns out that my phone hasn't been working since probably the Friday before as I also received no calls over the weekend.
I reported the fault to BT on Tuesday, and waited for them to come back to me with an update. In the meantime I checked my latest calls on the BT site, to see two calls made on the Friday in the afternoon when my property was 100% definitely unoccupied. One to 123 and the other to an unknown number to me which lasted 1 and a quarter hours!
I phoned BT to query these calls - the person in India was pretty confused as I tried to explain that I had also reported a fault as well. He identified the long call as being to PlusNet (and suggested I made it - why would I, I am with BT for the next 2 years!). He didn't seem prepared to investigate further.
Now I hadn't heard anything back from BT about my fault by Thursday morning. In the interim I started to suspect I have a crossed line or similar - if I phone my own number I can hear it ringing somwhere (but not in my propery). Perhaps those 2 calls that I did not make signify when the problem started (a new phone line activated for plusnet?).
I ended up phoning in the fault to BT - to be told it cannot be fixed until the end of Monday. And I've just checked online and now it says the end of Tuesday! This seems a long time to be without my phone.
Can:
a) this be sped up perhaps?
b) I claim compensation for no phone service for so long?
c) I be assured I will not be charged for the two calls I did not make
Who can I contact about this that isn't located in Hyderabad or wherever BT's call centre is nowadays?
Thanks,
Andy

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.
You should be able to visit the page below and setup a free divert of incoming calls to a mobile.
Reporting Phone Faults
Compersation details here
Customer service guarantee
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.

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Poor communication from a communications company!!

I have to say I have never ever signed up or posted anything on a forum before, but after the last week of trying to deal with BT I have been driven to airing my views!
We recently moved house and after a week or so eventually managed to get an order set up to transfer our old telephone number to our new property. This was all systems go for last Wednesday.
Wednesday came and nothing happened, so I called BT. I had the "pleasure" of speaking to 6 different people around the world during my 2 HOUR telephone call, to eventually find out that my order had "got stuck in the BT system" and therefore had to be cancelled! I was told the order would be reinstated but would take a futher week for the line to be activated, and then only with a temporary number, not our old numbers as first requested!
To my joy, I was told that I would then have to call BT AGAIN to set up another order to get our old number back!
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Surprise surprise, this hasn't happened in the timescale they said it would! I call BT yet again and have been told it will be active by midnight tomorrow night, so another 2 day delay!
How can a communications business be run like this??? In my two hour call last week I asked to speak to the manager of the person I was speaking to in the call centre and, when they wouldnt put me through, I'm sorry to say I raised my voice, at which point I was laughed at!! Outrageous!!
I eventually speak to somebody who professed to be the manager, who said they would look into the situation, and woud call me back within an hour. 5 days later I'm still waiting for that call!!!
This is one very unhappy BT customer, who is very very close to being an ex-customer (but i'm sure nobody at BT would care about that!!!)
Cheers
Jon

Hi JPL,
Welcome to the community!
I'm sorry to see you're having problems with your order. I can help you sort this out from here. To get in touch, click on the "about me" section of my profile where you'll see the link to "contact the mods".
Thanks a million,
Robbie
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.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
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No phone service, poor communication from BT

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