This topic

"Major Service Outage"? What's going on?

Jonn_C — Wed, 05 Aug 2020 11:34:56 GMT

Upgraded to Fibre on 16th July.

Network/distribution fault, fixed by Openreach 23rd July. Upto this point the FTTC copper Halo was working just fine.

Since then have had the following on the app (so 13 days so far, with 6 to go).

What's odd is that the issue isn't being reported by either calling 0800 169 0199 ("no problems"), nor is it showing on;

https://btbusiness.custhelp.com/app/service_status_consumer/ss_cat/2468,2470

(we're in Milton Keynes, 01908)

Also, not showing as fault, even though have had my unlimited data and 4G mini-hub switched on, because I went on line and reported a fault.

Can anyone shed any light on this issue? Been nearly a month now without Fibre & two of us working from home on the 4G minihub is problematic as our 4G signal is patchy. The old FTTC copper isn't working either, but no one at Bt can tell me if this is because they've switched it off, or if it's because of the fault.

Ta.

Edit: should add spoke to one very helpful BT Fibre team member who sorted the 4G mini-hub, and the unlimited data & she was the one who said she could see a "Major Service Outage" in our area affecting many customers.

Re: "Major Service Outage"? What's going on?

pippincp — Wed, 05 Aug 2020 13:20:22 GMT

If you are a business customer you should post on the business forum as no-one here on the residential community forum can help you.

https://business.forums.bt.com/t5/Broadband-and-internet/bd-p/Broadband

I can tell you I've checked the Openrech site and there is no reported fault for the copper network or any fiber cab in Milton Keynes.

Re: "Major Service Outage"? What's going on?

Jonn_C — Wed, 05 Aug 2020 13:30:45 GMT

Not business, but that’s a useful site.

That was my point; I can see there was no fault reported, yet nothing worked and still doesn’t, and the BT reps I spoke said they could see an issue on their system (major ser vice outage) that was preventing it working, but couldn’t say what it was or when fixed.

I was told at lunch time that it was now fixed as of 7.26 this morning, But after a 45 minute phone call could not get an explanation as to why nothing was working still.

BT app still insists there’s a problem requiring 6 days to fix.

Re: "Major Service Outage"? What's going on?

pippincp — Wed, 05 Aug 2020 13:46:41 GMT

There's this.

https://downdetector.co.uk/status/bt-british-telecom/milton-keynes/

And this

https://istheservicedown.co.uk/status/bt-british-telecom/2642465-milton-keynes-milton-keynes-england-united-kingdom

Neither of which report a problem.

Re: "Major Service Outage"? What's going on?

Jonn_C — Wed, 05 Aug 2020 13:52:32 GMT

At the risk of bluntness appearing rude, yes, I know.

That doesn’t change the fact that neither my fibre nor copper broadband can connect or the internet, all the usual problem walkthroughs and tests that get done online and over the phone all show the BT reps on the other end that it’s an infrastructure fault and not a problem my end and that the app shows a long-standing issue in our area, acknowledged multiple times on the phone.
And that it’s not yet fixed

I was hoping someone on here would have alternative sources of information to those widely publicly available to provide more background.

Re: "Major Service Outage"? What's going on?

pippincp — Wed, 05 Aug 2020 14:53:45 GMT

I did have and supplied an alternative source of information (Openreach) I have access that the public does not. That does not list a problem for the area this leads me to belive is is most likely a BTWholesale problem but I cannot confirm either way as I don't have access to that info.

Do you have FTTP as well as FTTC? If so ring the FTTP team 0800 587 4787.

Re: "Major Service Outage"? What's going on?

Jonn_C — Wed, 05 Aug 2020 15:00:08 GMT

Have rung that number many times over past 3 weeks ;-).

They are the ones telling me there is major service outage and referring it back to Openreach.

I’m not denying that other sources say there isn’t a problem and appreciate the input (honestly), it’s just frustrating that nobody seems prepared to admit the actual, real problem - it’s always someone else.

Re: "Major Service Outage"? What's going on?

pippincp — Wed, 05 Aug 2020 16:39:36 GMT

I agree with you, I would be frustrated in the same situation. Perhaps @imjolly could flag this for a mod to look at considerng your FTTC is not working either.

Re: "Major Service Outage"? What's going on?

RobbieMac — Wed, 05 Aug 2020 18:28:58 GMT

Hi @Jonn_C,

Welcome to the Community and thanks for your post!

Sorry that you're experiencing service issues. It's strange one as if there was a service outage you'd expect to see it on multiple checkers and not just the app. Due to the time this has been going on we can pick this up for you from here.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie

Re: "Major Service Outage"? What's going on?

Jonn_C — Wed, 12 Aug 2020 12:05:28 GMT

Robbie took ownership of my issues and got them both resolved within less than two days.
Thank you, Robbie.

Re: "Major Service Outage"? What's going on?

RobbieMac — Wed, 12 Aug 2020 12:22:31 GMT

@Jonn_C wrote:
Robbie took ownership of my issues and got them both resolved within less than two days.
Thank you, Robbie.

You're welcome @Jonn_C

I'm glad I could help out and I'm delighted that you're finally back up and running again! Enjoy and if you have any problems down the line you're more than welcome to post back on here 😁

Cheers,

Robbie

Re: "Major Service Outage"? What's going on?

pippincp — Fri, 28 Aug 2020 23:09:43 GMT

Told you they would.😀

Re: "Major Service Outage"? What's going on?

Oddbodkin — Thu, 17 Sep 2020 20:38:34 GMT

My broadband & phone went off at 00:40 16/09/20

Contacted BT & told it was a major fault but engineers were working on it, with service expected to resume within 2 hours.

All day yesterday & all day today the automated message said the same thing.

Called again & I'm told the fault won't be fixed until 29/09/20 AT THE EARLIEST.

Automated message is still repeating the "2 hours" lie.

I'm then pressurised into starting a new contract (I was NOT informed my old one had expired) in order to be supplied with a "mini hub" to connect until the fault is (maybe) fixed.

I'm single & have been self isolating since march as I care for my 90 yo mother, so losing my internet is an absolute hammer blow (I've borrowed some equipment to boost wifi reception but have to sit in my upstairs spare room, with this small laptop on the windowsill to get a signal).

13 days to fix a major fault smacks of "meh, it's just a small town in rural Cumbria, so why bother..."