[nat85]

Hiya I had a similar problem a few weeks ago, I reported a fault on the Wednesday evening and it wasn't resolved until the Monday but because it was resolved within 3 working days (ie forget the weekend) I wasn't entitled to any refunds on line rental etc!! So although mine was out of order for nearly a week it doesn't matter...

Needless to say the service was poor, I had to make about 6 phone calls so will be switching to sky in October when my contract runs out!!

Hope you get this sorted soon

[1978]

Lots of traffic cones on Abbeydale Road South outside Tesco Express and Openreach van in middle of road. Still no phone but maybe later today....

[satman2222]

Originally Posted by nat85

Hiya I had a similar problem a few weeks ago, I reported a fault on the Wednesday evening and it wasn't resolved until the Monday but because it was resolved within 3 working days (ie forget the weekend) I wasn't entitled to any refunds on line rental etc!! So although mine was out of order for nearly a week it doesn't matter...

Needless to say the service was poor, I had to make about 6 phone calls so will be switching to sky in October when my contract runs out!!

Hope you get this sorted soon

Sky have to use Openreach to repair line faults, just like BT retail, so you won't get any better service!

[soundgeek]

My landline phone in Crookes has been dead since Monday 11th June, though the internet still works. Is it just me or is there a more general outage?

A nice BT customer service man in Calcutta says that BT are waiting for permission for traffic control so that they can dig up the road to replace the cable.

Any chance of a refund do you think?

[auto98uk]

Originally Posted by 1978

It's all down to Openreach, nothing to do with BT, apparently! Hang on, says I, Openreach is a BT company. Chinese walls. Separate company. We don't know anything about that, says the pleasant Ulster lass.

That is true - BT Retail are forced by OFCOM to have to deal with BT Openreach and BT Wholesale in exactly the same way as any other phone/internet company.

edit: Didn't notice how old this was, could have sworn I only posted in it a few days ago...

[soundgeek]

No no general outage then?

[peak4]

Soundgeek, I would get back in touch with them. I'm not denying that there may well be a cable fault which requires a new length pulling in, but your problem sounds more like an exchange fault. I had exactly the same symptoms the week before.

When you contacted BT to report the loss of dial tone, did you stress that the Broadband was still working OK?

Also have you tried plugging a known working phone directly into the master socket?

[Cat86]

Originally Posted by soundgeek

replace the cable.

Any chance of a refund do you think?

Yes, you'll be refunded for the days you havent had service (from the date it was reported) but you will need to ask for it once its fixed.

[Cat86]

Originally Posted by soundgeek

replace the cable.

Any chance of a refund do you think?

Yes, you'll be refunded for t the line rental cost for the days you havent had service (from the date it was reported) but you will need to ask for it once its fixed.

[SNES]

I live in Crookes as well and I've not had a phone line since Monday! I'm with Sky and they told me BT need to lay a new cable and join the new cable to the old one! They reckoned a couple of days but that was Thursday! Still no phone line and Broadband halved in speed!

[olilew]

i'm in crookes too with virgin and our landline has been off since monday. internet is ok though

[SNES]

Forgot to say as well that they told me about 100 people are affected. Gonna be asking for some money off my next bill plus reimbursing for the calls on my mobile!

[pikster]

As an employee of a telecommunications provider, standard practice would be to refund time lost as a pro rata payment based on your line rental / talk plan. if it affected your broadband then a pro rata for that would be sorted as well.

As for timescales, 3-5 days is pretty normal, however if it is a Mborc (matter beyond our reasonable control) as BT would put it then timescales can jump quite high.

[molar]

My fathers business recently lost their BT telephone line along with broadband for over a month. The weird thing was that they were the only unit in the development to be affected, despite the problem being nowhere near his location. Hundreds of other residential properties were affected.

Compensation was just a refund of the line rental for the number of days affected plus call forwarding and an allowance for some mobile calls. BT eventually agreed to supply a mobile dongle for the provision of Internet access.

The reason BT gave for the delay is that despite permission for the street work being granted and traffic cones laid out in the street, residents were moving cones to park their cars and the Police wouldn't get involved in the matter.