How we use Cookies

Phone lines down for 29 hours at a Solihull surgery.

MONKSPATH Surgery has apologised to its patients after its phone lines were down for over 24 hours last week.

MONKSPATH Surgery has apologised to its patients after its phone lines were down for over 24 hours last week.

Despite BT saying they solved the problem within an appropriate period of time, staff at the surgery said they felt ‘let down’ by the service following the fault last Wednesday.

Practice manager Becky Friend said: “The high priority response that we have with BT has taken 29 hours from logging the fault to getting a phone to ring and we will be raising a complaint with BT.

“Despite numerous calls to BT and explanations of the potential seriousness of a lack of telephone for a GP practice, we feel very let down.”

A spokeswoman for BT said: “An engineer visited the surgery to investigate as soon as the fault was reported to us. After various tests, it was decided a new piece of equipment was needed to resolve the fault.

“The fault was pinpointed and fixed within the time scales of the customer’s contract with BT.

“BT offered to divert incoming calls to an alternative number while the repairs were being undertaken, to ensure incoming calls were answered, however the customer decided not to take up this free service.

“Instead callers received a recorded message saying there was a temporary fault on the line.”

 

Journalists

Cathrina Hulse
Multimedia Journalist
Annette Belcher
Multimedia Journalist
Full newsroom contact details
Tell us what's happening in your area.