Are you thinking of ways to BT report a fault on someone else’s line? After all, you may find yourself in a place where your neighbour or friend wants help.
When you want to lodge complaints about a friend’s or relative’s phone line, you might have to patiently get the message across to the BT service provider agents.
You can opt to talk to them over the phone, email, or live chat to file a complaint about somebody else’s line. There are ways to speed up the process too
Let’s take a detailed approach on steps to tackle the fault reporting for someone else’s phone line.
If your friend is having trouble connecting via a BT phone line and has no other means of placing a complaint, you might have to step in for them.
You might have to wade through many options on the hotline before reaching a customer care executive.
Moreover, making them understand that your neighbor’s/relative’s phone has a problem is yet another story.
Nevertheless, let’s look at ways you could deal with such a situation. These methods help lodge a complaint and take it forward.
Solution #1: Report Via Phone
Calling BT customer care is the best option for reporting another person’s faulty phone line.
You can look for the phone number on the service bill of your friend/relative. Else, if you are also a BT customer, dial the number you use for lodging complaints.
Once connected, you may have to type your landline/mobile number to proceed further.
There are high chances for the computerized mechanism in customer care to consider that the fault is in your phone line. However, be wary of the options that come up on the hotline.
Here’s what you can do:
- Select the choice to directly talk to a customer executive.
- Later, explain the scenario about reporting a complaint on somebody else’s behalf.
- They will guide you for the further steps possible.
The numbers useful for complaints are:
- For faults – 0800 800 151
- For complaints – 0800 800 150
- Use a textphone – 18001 0800 800 150
Note that you will have to wait for 1 to 3 minutes on the line to talk to an agent.
Solution #2: Report Via Fault Management Portal
Another way to BT report a fault on someone else’s line phone number, would be to do via the portal.
If they have a business phone line, you can go ahead and lodge the complaint via Fault Management Portal.
Try these steps to report a complaint online:
- Go to Fault Management Portal for complaints on the business line.
- You will find a text box asking for the phone number with trouble.
- Enter your friend’s/relative’s phone line in the box.
- Click on Let’s Get Started.
- The next steps for troubleshooting are given in the forthcoming pages.
Finally, follow all the steps to see if the problem clears. Otherwise, seek help from an engineer or consultant in the portal itself.
Alternatively, you can also visit the webpage of BT to report and track your BT problem. Check if there are any options to lodge a fault with another person’s phone line.
You can also request a callback from BT services by providing your details on BT Website. Make sure to enter the information of trying to complain about another person’s phone line in the message section.
Solution #3: Report Via Email
Make a complaint on behalf of your friend through email. You can use the email address – consumer-resolutionteam@ bt.com for posting a detailed email in this scenario.
Remember to have a detailed description of the problems your friend is facing before sending the email. Once the email has all the details, the response may have steps to troubleshoot immediately.
However, mailing is not the quickest method in terms of getting the phone line problem solved. According to BT’s terms and conditions, they may take up to 10 days to reply.
Nevertheless, you can try this when you find the other forms of complaint registering are not helpful.
Solution #4: Report Via Text
To get responses easily and fast, use the text option from your mobile phone. Sending a text with the friend’s phone number in fault can help receive responses easily.
You can also choose for an engineer’s visit to check the lines when you cannot troubleshoot the problems from the customer’s end.
Now, you just need a few minutes to book an engineer’s visit via text.
Let’s look at steps to report a complaint:
- Type PHONE on the message on your phone.
- Follow it with the landline number in trouble.
- Send the message to 61998.
- You will incur standard messaging charges for this message.
- The troubleshooting tips are given to you via the phone.
- If not, within 10 minutes you can book the slot for an engineer visit.
Solution #5: Report Via Live Chat
Use the Live Chat option on the BT network to report the problem on behalf of somebody else.
Here are the steps to open live chat for complaint reporting:
- You can visit contact page for a live chat option.
- Once you connect, start the conversation by mentioning the other person’s BT ID and scenario.
- If BT ID is not available, give other information like landline number, address, or bill number.
- You can also mention the landline number when prompted.
Further, the chatting executive will give information to take it forward through troubleshooting steps from their side.
You can also check if the steps work, or you can request the engineer to take a look when the troubles are not resolved.
All these steps help lodge a complaint about your relative/friend’s BT line.
If you don’t have a lot of time, consider speeding up the reporting process. The tips given below might help you out.
Make sure one person stays near the faulty telephone line to check the connection. This way, you can follow the troubleshooting steps that the service provider suggests.
Also, when making a complaint, do it with a friend near you whose telephone line has troubles. Customer care can directly talk to them to understand the situation better.
Give all information about the friend/relative like landline number, bill number, name, a phone number to contact, address, BT ID, etc. to have faster resolutions.
Track your complaint status occasionally to know if the process is proceeding in the right direction. You can choose the BT Report & Track portal or email method to track the status.
Even after all these measures, if you find it difficult to report someone else’s phone line fault, it is better to wait it out.
Sometimes, BT’s end might have outages in the phone lines. In those cases, you can expect some press releases from BT. Look out for them in the news or social media circles.
Moreover, if the problem is from the BT service provider’s side, the problem gets solved within a few hours. However, if it is an issue from the customer’s side, it is best to call a technician.
If you know of a local family technician, call for help. Else, you can try to connect customer care for an engineer’s support.
You can BT report a fault on someone else’s line through customer care contact options like phone, portal, email, text message, and live chat. Ensure that you enter the other person’s BT details.
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We believe this guide helps clear doubts on how to BT report a fault on someone else’s Line.
The best way is to call the customer helpline and inform them about the scenario in a neighbor’s/relative’s house. However, talk to an agent rather than a computerized complaint section to get your point across.
Finally, you can also try to lodge a complaint in the portal, live chat, and text from mobile.
Also, in the case of business landline phones, you can directly enter the phone number with the problem in the complaints page of the BT service provider.
Finn Wheatley holds a Master’s Degree in Computer Science from UCL, London. He helped small data science consultancy firms, helping large corporations to grow their data capabilities, deploy advanced machine learning-based analytics and troubleshoot tech-related issues.