Hi thanks for the message. Had a reply from Otelo today saying that my complaint is not currently within their Terms of Reference as my complaint is under 12 weeks old. They can only get involved if I reach "deadlock" - which I did weeks ago! They can only accept my case if I have received a letter from Pipex saying that they are no longer dealing with the complaint. They suggest that I write to Pipex asking for a letter showing their "full and final position" - I think they made that clear weeks ago when they didn't restore my telephone service.

It's so frustrating that every time I seem to push forward, something else goes wrong .... I will not give in.

SB

ScreamingBanshee:

Had a reply from Otelo today saying that my complaint is not currently within their Terms of Reference as my complaint is under 12 weeks old. They can only get involved if I reach "deadlock"

Please keep calm and read my last post again. Otelo are just describing the rules.

Rule #1, you must submit a complaint (strictly) in accordance with the operators code of practice on complaints. (I think you have done that or the equivalent).

Rule #2, "Deadlock" is a formal letter from the operator, not not restoring your telephone service.

Rule #3, 12 weeks after first submitting your complaint, you are entitled to ask Otelo to consider the complaint even if you have not received the "deadlock" letter, or indeed any response whatsoever.

When you say Otelo said they can only get involved when you have received the deadlock letter I think they mean they can't get involved until 12 weeks have elapsed unless you have received a deadlock letter before the expiry of 12 weeks.

So you don't need a deadlock letter but you must wait 12 weeks.

Good news! My case has been accepted by Otelo. Spoke to a very helpful woman, who issued a complaint form which has been signed and returned. I may have to wait between 8 and 10 weeks to hear anything further but I have been assigned an Investigative Manager who wil keep in touch with me. Apparently, from 1 September, the law was changed that you no longer have to wait 12 weeks from the initial date of your complaint,it's now only 8 weeks. Should be interesting to hear what Pipex/Tiscali have to say about this .....

SB