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[Shackeng]

On Wednesday last week contractors severed the phone cable in our Close, cutting off 4 houses, including my next door neighbour, an aged (that means older than me!) invalid, partially sighted lady whose only means of communication is her phone or Careline device for emergency, which also operates through the phone line. She is unable to use a mobile. According to BT, the response time for such persons is two hours from receiving the report, which was made  at midday on Wednesday. I have since spent about 5 hours, and umpteen calls on neighbours' phones talking to a BT call centre in India, who are as much use as a Delphi wishbone. Service was eventually restored at 3.00PM yesterday, 6 days and 4 hours later!!!
What a wonderful company, totally incapable of getting even close to their own standards.
I have just finished my formal letter of complaint which no doubt will finish with the Ombudsman.

[pauls]

If your complaint gets dealt with the same as mine from bt you have just wasted a day in your life. Iam still waiting...6 months and about 20 emails and about 3 hours on mine mobile.

[TheBoy]

I'd start by writing to the chairmans office...  ...although now its been fixed, not sure what is to be gained, other than getting it off your chest.

There may be good reasons why it took a while if cables were cut, as you can't just dig a bloody hole now 

[Rods2]

Another incumbent company that sets very low standards and fails to live up to them. 

[Shackeng]

I'd start by writing to the chairmans office...  ...although now its been fixed, not sure what is to be gained, other than getting it off your chest.

There may be good reasons why it took a while if cables were cut, as you can't just dig a bloody hole now 

Letter has gone already. For my loss of service I'm fairly sanguine, but to leave a vulnerable lady, who was entitled by their own admission to a two hour service response, for 6 days is unacceptable.

[TheBoy]

I'd start by writing to the chairmans office...  ...although now its been fixed, not sure what is to be gained, other than getting it off your chest.

There may be good reasons why it took a while if cables were cut, as you can't just dig a bloody hole now 

Letter has gone already. For my loss of service I'm fairly sanguine, but to leave a vulnerable lady, who was entitled by their own admission to a two hour service response, for 6 days is unacceptable.

As said, there may be perfectly valid reasons why it took so long for (presumably) Openreach to fix, but not giving any information to the lady in question is unacceptable.

[Gaffers]

TBH to reconnect a severed line will never take 2 hours or less.  Alternative arrangements should have been made for her care by whomever was responsible.

[Shackeng]

TBH to reconnect a severed line will never take 2 hours or less. Alternative arrangements should have been made for her care by whomever was responsible.

Correct, however after it was identified the next day, it took them another five working days - as  they claim to work 7 days - to reconnect.

[Taxi_Driver]

TBH to reconnect a severed line will never take 2 hours or less. Alternative arrangements should have been made for her care by whomever was responsible.

Correct, however after it was identified the next day, it took them another five working days - as  they claim to work 7 days - to reconnect.

I didnt have a phone line or bb for 5 weeks last year.....Openreach blamed the contractors for taking so long to dig a trench   

[Shackeng]

I suspect that will be their excuse this time.