Delay in rectifying phone fault

[#1]

Why does it take so long to rectify phone faults and why is the customer not kept abreast of action taken to sort out the problem? My landline has been out of action for almost a week (reported 21/2/15) yet the only response I've had is a deadline (25/2/15) for resolution which has passed without any resolution.

[#2]

Hi there,
Sorry about the delay here, I'm just taking a look now.
I'm retesting the line due to the gap of a few days, I should have the results shortly and I'll update you via the ticket on your account asap.

[#3]

Just as an addition here, I'm going to check back on this fault later today so I can keep an eye on it.

[#4]

Thank you, but I’m sure I’m not alone in wondering why it takes so long for such faults to be rectified. Is it a backlog of problems affecting the exchange, a shortage of resources there to deal with them, or the complexity of the problems? Or something else? The layman in me is surprised that it can’t be sorted out the day it’s reported but I’m doubtless being grossly naive.

[#5]

@ajax if you want better response times you should consider a business line 

[#6]

It's finally been resolved. My wife received a call on our hitherto non-working phone today at 1300. A man who identified himself as ‘the engineer’ said that he had only this morning been notified of the fault, that it was a simple one, and that he had rectified it immediately. One is left wondering why seven days had to pass before this morning’s action was taken. The whole episode does not inspire confidence. I'm also wondering if I get a week’s line rental refunded?

[#7]

Hi Chris, I reported this on my account on Friday but not heard anything back... My question id number is  100038318
Hope you can help/check my line thanks
Richard

[#8]

Same here, been waiting since Friday for a reply #100036467

[#9]

Heres a recording of my Crackle problem from this afternoon.. https://www.dropbox.com/s/fle5p6i55vlippx/Phone%20Crackle.m4a?dl=0

[#10]

@ajax
Good to know it's been fixed. Let me have a look at a goodwill gesture for the downtime.
@englishrick
I'll pick up your ticket shortly.
@mash
I see your ticket has been picked up and the fault reported through.

[#11]

@englishrick
I'm a bit limited on when I can book based on the times provided in the ticket. I've booked what I think is the best available appointment for you, I'll confirm on the ticket.

[#12]

Yes Chris that booking will be fine, we only work 5 mins from our house. Have you listened to the recording?

[#13]

Not yet, I can't access dropbox from here at the moment. I'll take a listen later.

[#14]

Quote from: englishrick

Heres a recording of my Crackle problem from this afternoon.. https://www.dropbox.com/s/fle5p6i55vlippx/Phone%20Crackle.m4a?dl=0

That isn't good! Do you get the same if you plug a corded phone direct in to the test socket inside the master socket without a filter (or router)? You need to eliminate it being a bad connection internally.
BTW: To check a line for noise dial 17070 and pick option 2 as that gives an open line with no messages - makes it easier to hear the noise.

[#15]

Done all that jelv had to go out and buy a corded phone special....
dick:quote