This topic

Simple question guys. How do I report a fault with my broadband.

neilbeard — Fri, 17 Jul 2020 13:17:35 GMT

Honest guys I am not stupid but I've spent an hour and still no progress.

when I click on "report a fault" all I get is a self diagnosis test which tells me everything is fine. when I try to raise a complaint all I get is a message saying I have no outstanding complaints but no way of raising a new one. There is no actual way of raising a fault

I gave up after holding 20 minutes on the phone, and online chat isn't working.

when I google "raise a fault with BT" and go to the page which is called "raise or check faults here" again, there is no option to actually raise a new one

I just want to raise a fault with my broadband, that's all 😞

Re: Simple question guys. How do I report a fault with my broadband.

licquorice — Fri, 17 Jul 2020 13:50:03 GMT

Call 0800 800151, you will certainly have to wait much longer than 20 minutes though I'm afraid.

Is there anything the community can help with?

Re: Simple question guys. How do I report a fault with my broadband.

neilbeard — Fri, 17 Jul 2020 14:00:48 GMT

so there's no way of reporting it online? Brilliant. It's BT in the dark ages as usual

Re: Simple question guys. How do I report a fault with my broadband.

pippincp — Fri, 17 Jul 2020 14:04:33 GMT

Have you tried here?

https://www.bt.com/help/report-and-track-your-bt-problem?adobe_mc_sdid=SDID%3D74C1E82489E6F298-23AA6219D070B0C1%7CMCORGID%3D0AA54673527831890A490D45%40AdobeOrg%7CTS%3D1594994613&adobe_mc_ref=https%3A%2F%2Fwww.google.com%2F

Re: Simple question guys. How do I report a fault with my broadband.

neilbeard — Fri, 17 Jul 2020 14:19:46 GMT

been though all that thanks and clicked on every link. No ability to actually log the fault anywhere

Re: Simple question guys. How do I report a fault with my broadband.

licquorice — Fri, 17 Jul 2020 14:25:32 GMT

If you tell us what the fault is, we may be able to help.

Re: Simple question guys. How do I report a fault with my broadband.

NigelB72 — Fri, 17 Jul 2020 14:25:55 GMT

Is it definitely a fault with your broadband or could it be the actual phone line?

Re: Simple question guys. How do I report a fault with my broadband.

neilbeard — Fri, 17 Jul 2020 14:34:20 GMT

Until i get to report it and they investigate, I don't know !!!!!!

Re: Simple question guys. How do I report a fault with my broadband.

neilbeard — Fri, 17 Jul 2020 14:35:34 GMT

lose all broadband for two or three minutes after any incoming phone call. started doing it when we upgraded to superfast fibre

Re: Simple question guys. How do I report a fault with my broadband.

imjolly — Fri, 17 Jul 2020 14:36:45 GMT

@neilbeard

then simple question do you have a dial tone when using the test socket? if so is there any noise if you dial 17070 option 2 as it should be totally silent

Re: Simple question guys. How do I report a fault with my broadband.

neilbeard — Fri, 17 Jul 2020 14:56:29 GMT

everything is normal until we get an incoming call, then we lose the broadband for two minutes. The rest of the time we get a dial tone on the phone as usual. Afraid I have no idea what the test socket is.

Re: Simple question guys. How do I report a fault with my broadband.

licquorice — Fri, 17 Jul 2020 15:12:26 GMT

If you remove the lower faceplate portion of the master socket you will reveal a test socket. This is the demarcation point between your responsibility and Openreach's . You need to test from there to prove the fault is outside of your wiring.

Re: Simple question guys. How do I report a fault with my broadband.

imjolly — Fri, 17 Jul 2020 15:21:52 GMT

Do you still use a filter for your broadband? If so have you tried replacing it? If you have extension socket do you filters in them if in use?

Re: Simple question guys. How do I report a fault with my broadband.

neilbeard — Fri, 17 Jul 2020 19:15:10 GMT

You see this is my issue. I am not technical person. I have no idea if we have filters. i just want to report a fault and have BT fix it.

thank for your help though,

Re: Simple question guys. How do I report a fault with my broadband.

neilbeard — Fri, 17 Jul 2020 19:23:29 GMT

thanks. but i am still unclear. if things are working normally except for the two minutes after an incoming call, how do I test anything?

Re: Simple question guys. How do I report a fault with my broadband.

imjolly — Fri, 17 Jul 2020 19:27:18 GMT

As you are not doing the checks then just phone 151 and report a phone fault and get engineer visit. Bear in mind if problem is internal then you will be billed for engineer visit £85