This topic

BT guides ineptitude is staggering!

Gobannos — Sat, 31 May 2025 12:53:10 GMT

I contacted Helpdesk with a fault. 3 times they have ensured me an engineer will come out on 3 different days. I called Openreach to check and they have no request from BT. I have no broadband as a fallen tree brought the line down and I can't get it fixed because BT guides are inept at booking an engineer. I'm stuck. No broadband and I can't trust anyone to do what they say they are going to do. Does anyone here have any suggestions.

PLEASE

Many thanks

Re: BT guides ineptitude is staggering!

gg30340 — Sat, 31 May 2025 13:17:42 GMT

Whose tree is it?

If it is on your property it could be that you will be billed for the repair.

Have you reported the damage to Openreach your self?

You can call Openreach on 0800 023 2023 (choose option 1 and then choose option 1 again).

https://www.openreach.com/help-and-support/damage-health-and-safety

Re: BT guides ineptitude is staggering!

Gobannos — Sat, 31 May 2025 13:37:41 GMT

Hi
Didn't realise Openreach would l accept a call from me. I have called and registered the incident. Someone should be out within 48 hours they said. Many thanks for the tip. I shall use them next time it happens and not bother with BT. Cheers

Re: BT guides ineptitude is staggering!

gg30340 — Sat, 31 May 2025 14:03:17 GMT

I hope they turn out or some might say that you are "inept at booking an engineer". 😄

Re: BT guides ineptitude is staggering!

iniltous — Sat, 31 May 2025 14:10:43 GMT

Reporting things like this directly to Openreach , and not reporting your lack of service to your provider, may not necessarily restore your service , Openreach visiting on this basis are going with a view to making their infrastructure safe from hurting or damaging the public or private property…so in the case of a tree falling and ‘snapping’ dropwires from a pole , they will remove the broken cables from the pole incase there was a possibility of entanglement or other injury from those wires hanging down from the pole into a public space ….they won’t necessarily replace the wire , after all, in this case they have no ISP telling them which customer is out if service , and the wire broken as far as OR know may not even be in service , generally these type of visit requests are about the dangerous state of Openreach ‘plant’, not restoration of someone’s individual service.

You may of course get lucky and they restore your service , especially if you notice the visit and ask for your line to be put back up , but that’s not guaranteed and not a replacement for reporting your issue to your provider .

Re: BT guides ineptitude is staggering!

Gobannos — Sat, 31 May 2025 14:22:18 GMT

Hi
Thank you for posting that out. In the past I have caught them and they have restored my service by simply reconnecting the cable but in any case I have reported it to BT as well.