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Lucy's complaint against BT

Lucy Hay


I reported to Bt on 3rd January that I have no home phone service.

Complaint against BT

It is now 8 days since I submitted my report to BT. Today I have called their customer service line where Ali - a very helpful Asian - chased the problem and called me back at the end of the day. he tells me that Open Reach have decided that the fault requires them to dig up the road and they have to seek permission to do so. asked him to ask the engineers to get in touch as I suspect the fault may be due to digging by Wessex water contractors prior to Christmas on our land. Ali tells me they cannot do this as they do not have any customer interface! I have already told both Ali and BT originally that this repair is urgent as my husband is currently being treated for Cancer and need to have access to our landline. What can you do?

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