I’ve had no landline since Could 2025 when BT switched it to Digital Voice. Weeks handed, and every name to BT concerned at the very least an hour ready on maintain and answering safety questions earlier than being handed between departments.
Finally, final December, two engineers have been despatched and found {that a} wire had been severed in the course of the improve. They stated they wanted a cherry picker to reconnect it to its unique location and would return. They didn’t.
Since then, I’ve known as BT to no avail, and all of the whereas I’ve been paying for a landline that doesn’t work.
I’m on the precedence register on account of critical sickness and am diminished to tears of helplessness.
HH, York
You’ve gotten been paying £32.99 a month for a useless landline and broadband, which was unaffected. BT claims it was unaware of the issue till you complained final December. You insist you had reported it earlier than then, however should not have information of when. It seems the case was closed in December after the engineers’ abortive go to.
You subsequent complained in January, however BT admits it once more closed the case as a result of, by then, your landline had been eliminated out of your account, although you have been nonetheless being charged.
It says it didn’t hear from you once more till I intervened in July.
You stated that you simply had believed guarantees {that a} repair was beneath means.
A complaints supervisor rang you after my contact, and also you have been provided a unprecedented £6.46 to “make up” for its failings. Your line was finally activated in September.
The telecoms regulator Ofcom requires suppliers to pay £10.34 compensation a day if a reported fault is just not corrected inside two working days, which suggests you’re, in concept, entitled to greater than £4,600.
I’ve put this to BT, however it’s digging in as a result of, it claims, you waited months to report the issues. Since you’ll be able to’t present proof to contradict it, I can’t argue the toss.
You’ve gotten the choice of a criticism to the Communications Ombudsman however have now accepted £689 for the 60 days with out service which BT acknowledges fall throughout the compensation guidelines, and for its mishandling of the 2 complaints it has on document.
At all times maintain a timeline of interactions with an organization and comply with up unaddressed complaints promptly and in writing.
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