Hello
I requested an upgrade to fibre on the 4th of November and finally got my line switched over on Saturday the 16th of January 2016 - over three months after I requested it. Immediately after the internet dropped for works, we lost our connection. After being on the phone for over an hour and a half collectively to your technical team in the Philipines, we have ascertained that the VDSL is not synchronising with your network, or a DNS is not assigned. This info was then passed on to the network team and since radio silence. Whilst I know BT Openreach are responsible for works at the exchange, I have not even had a message from the Network team since Saturday to let me know their progress.
My case is being ignored - all I'm asking for is an update and a date when the engineer is coming to remedy the issue. My partner uses the internet to receive her work load, so I really just want to be able to make arrangements until we get back online. I have attemped to contact you via twitter, as a believe that social media is the way to get hold of customer service more efficiently these days, alas four days after my DM I've had no reply.
Please can someone call me / email me / text me, just to keep me in the loop - your departmental proceedures are so impersonal.
With hope
Ian