Property News · February 9, 2016

BT’s priority repair service falls way short of the mark


We hear from more BT customers unhappy with the company’s fault repair service for priority customersA 23 January Consumer Champions letter about a faulty BT phone line, which mentioned a priority service for fixing faults for customers with complex medical needs, triggered further questions from readers about what appears to be its limited scope and whether it is free.MW told us of the case of his 90-year-old mother, who is profoundly deaf and relies on her phone line for a lifeline alert that she wears round her neck. “Her phone line went off over three weeks ago and all we can get from BT is that ‘Openreach are working on it’,” he wrote. “Although she is not disabled enough to qualify for the strict medical criteria you mention in the article, I have been assigned a contact at BT’s “Specialist Care Team”, as I informed BT of her vulnerable status when I reported the fault. All that contact is able to tell me about the progress of the repair is what Openreach tell her and, as we have found, that information is, to be polite, inaccurate. The priority fault repair service is meaningless except in the simplest of cases. BT has told me that even if my mum had met the criteria and had the priority fault repair service, she would still have had to wait just as long for a fault of this nature.” Continue reading…

Source : theguardian.com
Read more…BT’s priority repair service falls way short of the mark

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