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BT Business Lines down for 36 days

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We own a small business that has ISDN lines installed for a number of years - our account is a business account. We use ISDN for clarity because standard PSTN line quality is extremely poor where we are and we often struggle to hear people on the other end. Our ISDN lines are essential for us.


36 days ago our ISDN lines went down. We've had several dates given to us when work will take place only for the work not to happen. We've been given excuse after excuse, promised things will "be escalated", but nothing makes any difference. We've been "looked after" by their so-called "Distressed Customer Team" for 3 weeks now but they are generally ineffective as they have no real power to make things happen. An email to the Chairman of BT on day 21 asking him to please help get our lines back up was just as useless as it elicited a response but no repair so far.


We're told there is a major issue with the fibre between our local exchange and that in a larger town where the ISDN service is ultimately supplied from. We're several miles on the other side of our local exchange from the mail fibre line, yet 1 mile down the road from us - still on "this side" of the exchange - another company with ISDN supplied by BT have lines that are still working.


Since our lines went down we haven't had a single order, but last year our turnover increased by over £350,000. Almost all our orders come on the back of customer recommendations, and incoming telephone enquiries from these recommendations are usually converted to customers. Our telephone lines being down are affecting us badly, and on a day-by-day growth comparison it has lost us over £34K of potential additional turnover this year so far.


Redirecting our lines to standard telephone lines won't work because of quality issues, and redirecting to mobiles won't work due to poor reception where we are (we're in the countryside).


We're pretty much at the end of our rope with this problem. We have no idea where to turn to, or what we can do to fix or problem. We hear lots of platitudes and "we agree this isn't acceptable" but no actual action. Is anyone aware of anything we can do to accelerate the repair, or any action we can take against BT for their appalling service and the affect it is having on our small business?

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Hi PRBrown


I know you've written to the Chairman, but write a Formal Letter of Complaint, mark it as such. Explain what's happened, how they have let you down and what you want them to do.


Have a read of their T & C's on loss of service and what you are entilted too.


Send it to:-


Mr Graham Sutherland

Chief Executive

BT Business

[email protected]


You might have to take legal action to seek compensation, go through the T & C's.




They have their own compensation scheme.








Are there other providers that could provide a service?

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