BT checking faults on a line - or not

[naomi24]

I tried calling a number for over an hour, but it was constantly engaged, so I called BT to ask them to check if there was a fault on the line. They asked me to confirm the first line of the subscriber's address, which I couldn't do. Their answer? 'Sorry, can't check the line unless you can give us the addess'.

I've always been able to have a line checked with no problem. When did the rules change - and why? Surely them checking for a fault - and telling me if there is one or not - does not contravene something like data protection? If I don't know the people, or where they live, how can it?

[nannybooby]

did you dial 100 and ask them to test the line?

[naomi24]

Yes, and that was their answer.

[fadeout73]

Did you try giving them your address?

[naomi24]

They didn't ask for it. Why would they?

[heathfield]

Because it might be a fault at your outgoing exchange.

[Mojo-Jo-Jo]

try 151. That's the residential fault nuumber

[naomi24]

Too late now. It's sorted - but I just wondered why the rules seem to have changed. At one time the operator would have transferred me to the engineers and they would have checked the line. Now it seems I need to know the address before anyone will help.

[Mojo-Jo-Jo]

This just worked on two numbers I tried to get the addresses.
http://msxml.uk.info....L5N195233677&infoad=1

[naomi24]

Mojo, that didn't work - but thanks for trying.

[mike11111]

A mountain out of a mole hill (again). The subscriber is you (or more accurately the person who pays the phone bill); you were asked to provide extra information to prove that you were who you claimed to be so that they could proceed with your enquiry. Otherwise you might have been a rogue caller intent on stealing information.

[Mojo-Jo-Jo]

You're welcome. I haven't worked there since the late 90s so I'm not up to speed with the current rules I'm afraid. :)

[naomi24]

Mike, the information I was asked to provide would have proven nothing whatsoever about me - and if you call trying to unite a little lost dog with its owner 'a mountain out of a molehill', you're a sad man.

[heathfield]

My mother was in the habit of not replacing the phone properly after answering a call. This meant her number was often 'engaged'. I'd ask the operator to put on what was known as a 'howler', which made a very loud noise on the phone that could be heard from almost anywhere in the house. That would draw my mum's attention to the phone and make her hang up properly.

[EvianBaby]

Lots of phones do that automatically if you leave them off the hook.

You then spend ten minutes wondering where the hell that annoying sound is coming from. :)

[Mosaic]

Naomi - you got through to BT? To a person? Really?
I'm impressed!

[Dodger666]

^^^^^^^^^^^^^^^

And you could understand what they were saying to you.

I'm impressed too.

[naomi24]

Yes, I did, Mosaic - and she did have an accent, Dodger, but wasn't too difficult to understand.