BT lack of customer service

[leannescott_6]

Hi could someone please give me advice on a problem i have with bt, i ordered a new phone line which was due to be connected on tuesday 7th, i received a call from bt explaining that the engineer didnt need access to my property that day as he could activate the line from outside, i had explained to the customer advisor that on looking at the phone socket i had in my home it looked very old and worn to which he replied it shouldnt be a problem. on Tuesday night i tried 3 different types of phones with no connection so i called bt again on wednesday to be told that they done a check on the line and there is no fault, i have then emailed bt regarding this and still no reply, i am unhappy with the lack of customer service, am i within my rights to cancel the 12 month contract i have been tied into? thanks leanne

[buzby]

They are mistaken - they cannot check the Master Socket physically, only remotely - so if it does't work - then they've still to fix it. Normally the engineer must call you on the line to confirm it works. In this case you are only billed a the low reconnection fee.

 

The problem is if the installation engineer returns, a replacement socket will be charged at a higher rate - it is often cheaper to call faults, as the old socket (if physically damaged prior to you taking over) will be replaced FoC.

 

As for getting out of the contract, this will be difficult if they assert the line is fully working - it may be easier to get them to fix it!