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Lightfoot72
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Message 11 of 38
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Re: Phone line been down more than 10 days

Oh my goodness! Are you being funny with me with your replies. This is really hard work! If I could mark your posts as 'extremely unhelpful' I would!

Please tell me how I can attach a PDF to a complaint?? If Gareth you can't help please can someone else reply that can as his replies are not helping me. I know you want to get through your texts quickly but I'll just have to persist until I can do this. Again I have filled in your complaint box form and no option is there to attached a PDF!

Thanks

 

 

 

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Message 12 of 38
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Re: Phone line been down more than 10 days

Hi Lightfoot72

 

Apologies that you are still without a landline, we understand the frustration and inconvenience caused.

 

We will gladly take a look at your account for you to find out what the issues is. I will pop you over a private message so I can look in to this for you. Click on he purple envelope to accept the chat.

 

Many thanks Jodi

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Lightfoot72
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Message 13 of 38
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Re: Phone line been down more than 10 days

Hi all,

any update as to when my phone line will be up and working?

i last got a txt saying it would be working by 8pm today and it isn’t.

any update on that?

Thanks

 

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Message 14 of 38
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Re: Phone line been down more than 10 days

HI Lightfoot72,

 

Very sorry you're still experiencing this issue.

 

I can see that the fix date has been moved to 7th August at 4pm.

 

Very sorry for the delay.

 

Alex_Rm

 

 

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Lightfoot72
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Message 15 of 38
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Re: Phone line been down more than 15 days

Still no phone?!

Can you tell me what the problem is? How can it be still going on?

please don’t bother giving me another estimate, no point!!

uphappy customer.

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Message 16 of 38
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Re: Phone line been down more than 15 days

Very sorry for the delay in getting this sorted.

 

Looks like we're waiting on certain parts to arrive to complete the work needed.

 

The SLA has been moved until 8pm this evening, however there's another update due tomorrow.

 

Alex_Rm

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Lightfoot72
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Message 17 of 38
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Re: Phone line been down more than 15 days

Still no phone line!

I made a complaint over 10 days ago via your web site.

when can I expect a response call from someone? I’m still waiting! Is anyone taking this seriously? 

 

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Message 18 of 38
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Re: Phone line been down more than 15 days

Apologies for the delays, sometimes the issues are more complex and require more work than originally anticipated which can delay the estimated fix time provided via our Service Status page.

 

The updated estimated repair time on this one is 12/08/19 16:00. 

 

In regards to your complaint, if you have raised it through web-form you should get a notification of receipt in 7 working days then we aim to provide a resolution in 28 days.

 

Thank you, Emily.

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Lightfoot72
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Message 19 of 38
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Re: Phone line been down more than 15 days

Still no phone line and another ‘estimate’ of when repair will be completed! I think i’be had about 10 so far! Not so helpful!

Can you tell me why i’ve had a letter from your accounts team telling me I have £100 cap on my account and they’ll me know when I reach that figure!? Why have I not had a refund? Why am I getting a letter about how much I owe rather than help with my complaint and an apology!? Do account not have access to complaints? Or is it a case of the left hand not knowing what the right hand is doing?

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Message 20 of 38
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Re: Phone line been down more than 15 days

Did the team advise in the letter, why a cap had been put onto your account as this isn't standard practice to add caps to your account.

 

 

Please see below for the current estimated fix time and I sincerely hope that this wont change again but this is subject to change and we cannot 100% guarantee that the issue will be resolved at this time.

 

Estimated Fix Time set to: 14/08/2019 16:00:00

 

 

Thanks

Steven_L

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