Another frustrated and angry BT customer here because they feel they were ripped off. Read the full story below. If you have any advice to give to this customer, please use the comments. Alternatively, send your own BT Complaint in to me to publish on both these websites.
I have a recurrent problem with BT landline. It all started at the beginning of this year and I have been a BT customer for years now. I had lost dial tone and I phone up the BT fault line. I was lucky this time and I was told by the advisor, the fault he reckons is at the exchange and the line would be fixed in two days. That was fine but then the problem appeared again several months later.
This time it was no that easy, because I swapped BT for Talk Talk for line rental. After long conversation with India in confidence the engineer will find no fault on my premises keeping in mind my previous experience, I naively arranged the BT man to visit.
When he arrived he just dis-conneceted my phone from the socket, plugged in the analog phone he had with him, punched some numbers twice (it did not work first time) and my line was back. When I asked him what was the problem he said ‘no idea!’. And or this ‘service’ I had to pay £99!!!
My handset is OK, I tested it on the other BT line we have in our house and it was working fine. Therefore there was no faulty equipment. Also I use this socket solely for the phone, no other equipment plugged in.
All was fine working for several weeks and bingo, one day my phone again lost dial tone. This time I decided to do some more research and see how I can and if I can test me line myself. I found instructions on the BT website and also on bbc/home webpage suggesting that I could test the line by removing front plate from my nte5 socket and plug in working handset into test socket.
Two working handsets did not detect any dial tone in the test socket. I was advice by some BT usergrop that it is the prove that this is the BT problem not mine. All so good so far. Armed in all this knowledge I rang up BT customer service and was repeatedly bullied by BT Supervisors (two of them) into inviting again a BT engineer and check my equipment for as they say ‘line test is OK’.
Now I am waiting several hours to obtain promised call back from line manager. I know that it will never happen. I did search what does it mean when the line test is done, and come up with explanation, that it simply testing my side of nte5 socket, and conclusion that no fault is found simply means that my side of nte5 is OK. That is why they probably insisted on checking the equipment. But now I feel like fraud for lady supervisor told me that she has no other test but my words that the equipment is OK (handset). I am paying my BT bills with direct debit and I feel bit angry at the suggestions that I trying to lie.
I am exhausted by all these problems. And although BT itself says that no dial tone at the test socket means no fault of mine I am still pushed to fix BT man coming up, and I am very much afraid of doing so because it can happen again, ‘no idea what is the problem and this time charge of £116 as they increased the rates. Any suggestions will be appreciated. Should I invite the engineer and risk being charged again for possibility that my line side at the exchange is for some reason disconnected from time to time and the BT man just need to reconnect it, and to show up come to my house punch the digits and Tada! Please help.
What should I do with all these mess? Please help?