My BT landline broke – and it said it needed to stop traffic to fix it

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The engineer insisted the fault was in the road, which delayed getting the problem solved

I am a lady in my 80s and have been without my BT landline for four weeks because of a fault. It was reported in early August, and an engineer came out promptly to say the fault was by a road and would need traffic lights to assess and repair. There was no communication for a week, so I complained again and another engineer came and told me the same thing.

On 23 August, with no progress, I demanded to speak to a manager. When I told him I had received a bill for my line rental, he said it would be waived, but it has been taken out of my account by direct debit. He transferred calls to my mobile, but it is pay-as-you-go, so is very expensive, and it has variable reception.

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Categories BT Consumer affairs Consumer rights Money Telecoms UK news

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