Third time this year i have lost my phone has stop...
hello,
I have had quite a bit of trouble with my broad band and phone line recently, i reported a fault on 4pm saturday, and was called back at 8pm saturday and a message was left on my mobile saying i had to make an appointment for an engineer to visit,
I called back on sunday morning and was told an engineer had been to my house on saturday! there was someone in my house
all day saturday no one called at my house???
I was then told the next visit could not be arranged until friday? i thought there was a 3 day promise to fix a phone line. i then had to agree to a £99 charge if the problem was on my property ( it isn't as ihave checked the test socket with 3 working phones) My phone line had 6 problems with it when it was fixed in March the engineer said they would need to run a new cable but when they came they just repaird it ( diffrent engineer) how can i get this sorted i have had the phone line for 20 plus years without a problem but it seems the wire is getting old how can i get it changed?
'i reported a fault on 4pm saturday, and was called back at 8pm saturday and a message was left on my mobile saying i had to make an appointment for an engineer to visit, I called back on sunday morning and was told an engineer had been to my house on saturday! there was someone in my house all day saturday no one called at my house???'
Call Centre obviously not reading their computer right, if you reported a fault at 4pm on Saturday to BT by the time it was fitered through to Openreach and tested by a Diagnostic Test Officer it would have been gone 5pm at the earliest. The fault will have then been sent to the work allocation for your area and there is no way in a million years the work control would allocate a fault after 5pm when all the engineers have done for the day or are packing up to go home.
'I was then told the next visit could not be arranged until friday? i thought there was a 3 day promise to fix a phone line'
Openreach aim to respond to a fault within three working days, they have never and will never promise to fix it within three days because it is impossible to guarantee a repair in three days, especially if they have to dig up roads, replace poles, etc. Also at the minute Openreach are super busy because of all the really bad weather.
'and what about getting the line renewed?'
What part of the line are you talking about?
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