More BT Woes – This time it’s the landline

Following on from the crappy service I’ve had with regards to my BT Infinity, I’ve now just discovered that they’ve killed my landline….

 Jeevan Bhandary: Hello. I’m Jeevan Bhandary.Thanks for that information, I’ll check it and get back to you in a moment.
 Jeevan Bhandary: Can you elaborate the issue, so that I can assist you accordingly?
 Simon Coates: Phone line permanently engaged. Can’t test the line as your website reports that there is an error
 Jeevan Bhandary: I understand your concern. Don’t worry, I will try to help you with it.
 Jeevan Bhandary: Thank you! Please give me 3-4 minutes while I retrieve and check your account details.
 Jeevan Bhandary: Appreciate your patience.
 Jeevan Bhandary: I will just run a test on the line. It’ll take a few moments. Please make sure the phone is on the hook on all handsets and please do not make or receive any calls for the next 3-4 minutes as it will disrupt the test I’m doing.
 Simon Coates: I can hardly make any calls, or receive them as there is a fault on the line
 Jeevan Bhandary: Appreciate your patience.
 Jeevan Bhandary: The Line Test result indicates that there’s a fault in the Local Network, somewhere between the Exchange and your home.
 Simon Coates: Oh good
 Simon Coates: How many weeks will I be without a line? Will it be less than the three weeks it took to fix the broadband issue?
 Jeevan Bhandary: I understand your concern. I’ll need to send this off to our Openreach engineers. They would  respond to this fault 24/09/2015 17:00..
 Simon Coates: THREE DAYS??!???
 Simon Coates: As you’ll see from my file – I’ve just had over three weeks of ongoing problems with my broadband. Now I’m expected to be without a phone line for three days. Is that good customer service?
 Jeevan Bhandary: I understand your concern. As this is a local network fault, between the exchange and your home. The engineer needs to check the entire line from the exchange which will take time.
 Simon Coates: “The Engineer?” Perhaps having more than one engineer would speed things up.

 

Update – 24th September

Well, the issue was supposed to be fixed by 5pm today. Guess what? It wasn’t. Here’s the followup transcript:

 Sumant Chakraborty: Hello. I’m Sumant Chakraborty.Thanks for that information, I’ll check it and get back to you in a moment.
 Simon Coates: My phone line is still broken. The estimated time for repair has now lapsed. When will it be fixed?
 Sumant Chakraborty: Hi Simon, I will be glad to check and help you with this

Request you to confirm your name on the account and the land line number.
 Simon Coates: 01788815644 – account name Christine Coates – 22 Gilbert Ave, Rugby, CV22 7BY
 Sumant Chakraborty: Thank you for the information.
 Sumant Chakraborty: Simon, I just checked your account and I can see your fault is expected to be resolved by today midnight.
 Simon Coates: That’s not what the website says. It says 17:00 – which has passed
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 Sumant Chakraborty: Simon, let me check with the concerned team, Please allow me couple of minutes.
 Sumant Chakraborty: Thank you for your patience.
 Sumant Chakraborty: Simon, I just had a word with the other team and they stated that the engineers are still working on the fault and it is expected to be completed by today.
 Simon Coates: Wouldn’t it make sense for the website to be updated?
 Sumant Chakraborty: I agree, it should have been updated over there, I will request you to wait till today midnight, I will arrange a call back for tomorrow so that you don’t have to contact us again for this fault.
 Sumant Chakraborty: May I have your alternate contact number?
 Simon Coates: No
 Sumant Chakraborty: Sorry I didn’t get you.
 Simon Coates: I will stay on the line until midnight – or until the issue is resolved – whichever is longer
 Sumant Chakraborty: Hi Simon, This is Anuj. I am one of the line manager.
 Simon Coates: Are you going to fix my i
 Simon Coates: line
 Sumant Chakraborty: Is it ok if I call you and help you with this?
 Simon Coates: You can’t: my phone line is broken
 Sumant Chakraborty: I will speak to the relevant team and update you with the information. May I have your alternate contact number?
 Simon Coates: no
 Simon Coates: You see, I’ve heard from another customer in the area who is experiencing the same fault- started on the same day as mine – that the issue will go on until at least next Wednesday as the road needs to be dug-up and a cable replaced
 Sumant Chakraborty: Simon, I need to check this with the relevant team and update you.
 Simon Coates: There is a certain credibility to this as I have noticed that BT Engineers have been spraying lines on the road indicating where to dig
 Sumant Chakraborty: Simon, I need to check this with the relevant team and update you. Please give me sometime while I speak to them.
 Sumant Chakraborty: Thank you for your patience.
 Sumant Chakraborty: I just had a word with the Open reach team and they stated that this is a common fault which has occured in your area, the cables are being affected and the engineers are working on it and the the expected time to complete this work is till Monday.
 Sumant Chakraborty: As you have already aware that there are other customers in your area who are affected with this fault.
 Sumant Chakraborty: I am sorry for the delay and I would request you to wait till Monday till the issue gets resolved.
 Simon Coates: You are kidding, right?
 Simon Coates: Why did Sumant say it would be midnight when he checked with “the team” less than an hour ago?
 Sumant Chakraborty: He checked it from the other team but as you stated this is a common fault which has occurred in your area, I just called the Open reach team to check this and they informed that it will be resolved by Monday.
 Simon Coates: So, the only way I can get accurate information regarding the expected repair date for a problem is by speaking to neighbours when walking the dog?
 Simon Coates: Because BT service talk to the wrong teams
 Simon Coates: Or, they just sit and twiddle their thumbs for a few minutes before telling lies to the customer?
 Simon Coates: Is the “sometime on Monday” estimate any more real than the “17:00 today” or the “midnight tonight?”
 Sumant Chakraborty: As per the current update it is expected to be completed by Monday.
 Simon Coates: So that’s a “no” then
 Sumant Chakraborty: Yes
 Simon Coates: So, the estimate I heard of “next Wednesday” is equally plausible.
 Sumant Chakraborty: As per the update that I received from the Open reach team it is expected to be resolved by Monday due to Saturday and Sunday coming in between these days.
 Simon Coates: Remind me, how much am I paying for this service?
 Sumant Chakraborty: Currently you are paying £17.99 for your land line connection and £1.75 for called display.
 Sumant Chakraborty: Caller display.
 Simon Coates: That’s “caller” display.
 Simon Coates: And the broadband – that didn’t work for over three weeks?

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