Without Service for over a week and no one at BT can help me

[Steve1960]

My business landline has been off for over a week. No fault identified, not sure what else to do and have been on umpteen chats with various departments every day and NO ONE is helping me. Have been a loyal BT customer of ver 30 years which proves nothing.

A week of unfilled promises including no call back from a complaint team member, now told there is an outstanding debt which is not true.

Any ideas what I can do next please? 

[AlanM1]

Hi there,

I’m really sorry to hear how difficult this has been, especially after such a long period without service and the amount of time you’ve already spent trying to get this resolved. I can fully understand how frustrating that must feel.

Given what you’ve described, there are a couple of key steps that should help move things forward:

• If your service has been down for over a week, this should be treated as a priority fault and actively managed through to resolution.
• If a complaint has already been raised but you haven’t received a callback, you’re entitled to ask for this to be escalated further or reviewed by a manager.
• If there’s confusion around an “outstanding debt,” it’s important this is formally investigated as part of your complaint so it doesn’t block progress on the fault.

You can raise or follow up a complaint directly here:
👉 BT Business complaints contact page

You can also view a copy of our Complaints Code of Practice, which explains how we handle complaints and your escalation options:
👉 BT Complaints Code of Practice (PDF)

We do want to get this resolved for you as quickly as possible.

[jamiewalls02]

Sorry to hear you've been without service for so long. A week without a phone line is extremely frustrating, especially if you've already contacted BT multiple times and aren't getting clear updates.