A while back the in-laws started having problems with their landline. Started with intermittant faults then became permanent inability to receive incoming calls although they could make outgoing calls. Very occasionally an incoming call would get through.
Father in law is over 80 and is hard of hearing. Mother in law is in late 70’s and doesn’t always fully understand the ins & outs of how to deal with these companies.
They try phoning BT but are connected to a call centre where the staff don’t speak English as their first language. As a result they get no where.
The wife takes on their case and manages to report the fault. She is advised that if it is an internal wiring fault there will be a charge. Potential charge accepted.
Nothing happens so contact made again. Warned of possible charge again. Potential charge accepted.
Formal complaint logged for lack of action.
Eventually 2 separate engineers turn up on the same day. They check internal wiring and find no fault. They advise that a new line needs to be laid from road and advise 2 week timescale.
At the 2 week time we are away on holiday. On return from holiday we receive a call from BT asking if the fault is fixed. Wife says no idea as we have just walked in the door & she hasn’t yet spoken to her parents. The following day she speaks to them and there has been no work carried out and the line is still faulty. Phoned BT to find that the job has been closed as the fault has been cured.
So, new job has to be raised, engineers instructed to visit, agreed new line to be installed and a new 2 week timescale.
Gentleman with English as his first language calls the wife towards the end of that 2 week period. Wife explains the problem and that she is dealing with it on her fathers behalf as he is hard of hearing. Wife requests compensation for loss of line. Gentleman agrees & suggest her father phones the call centre when the fault is fixed the following week. Wife again points out that he cannot understand the call centre staff. So, gentleman agrees to phone her father himself the following Tuesday at 11:30. Father in law waits in all day, no call.
Line working now but was out of action for over a month, losing phone calls & broadband.
Best way to contact BT without dealing with call centre staff?
Father in law is over 80 and is hard of hearing. Mother in law is in late 70’s and doesn’t always fully understand the ins & outs of how to deal with these companies.
They try phoning BT but are connected to a call centre where the staff don’t speak English as their first language. As a result they get no where.
The wife takes on their case and manages to report the fault. She is advised that if it is an internal wiring fault there will be a charge. Potential charge accepted.
Nothing happens so contact made again. Warned of possible charge again. Potential charge accepted.
Formal complaint logged for lack of action.
Eventually 2 separate engineers turn up on the same day. They check internal wiring and find no fault. They advise that a new line needs to be laid from road and advise 2 week timescale.
At the 2 week time we are away on holiday. On return from holiday we receive a call from BT asking if the fault is fixed. Wife says no idea as we have just walked in the door & she hasn’t yet spoken to her parents. The following day she speaks to them and there has been no work carried out and the line is still faulty. Phoned BT to find that the job has been closed as the fault has been cured.
So, new job has to be raised, engineers instructed to visit, agreed new line to be installed and a new 2 week timescale.
Gentleman with English as his first language calls the wife towards the end of that 2 week period. Wife explains the problem and that she is dealing with it on her fathers behalf as he is hard of hearing. Wife requests compensation for loss of line. Gentleman agrees & suggest her father phones the call centre when the fault is fixed the following week. Wife again points out that he cannot understand the call centre staff. So, gentleman agrees to phone her father himself the following Tuesday at 11:30. Father in law waits in all day, no call.
Line working now but was out of action for over a month, losing phone calls & broadband.
Best way to contact BT without dealing with call centre staff?