This topic

Broadband down

rene — Wed, 12 Aug 2020 07:49:16 GMT

Is there a problem in Edinburgh? We don’t have WiFi.

Re: Broadband down

Keith_Beddoe — Wed, 12 Aug 2020 07:57:46 GMT

@rene

You can check for network problems by entering your telephone number on the service status page.

Dialling codes affected: 0131

Estimated time to resolve: Ongoing

Impacting service since 12/08/2020 04:15
We're really sorry but we've got a problem at the moment in the Edinburgh area, which means that some of our customers will be having trouble getting online. We're trying to fix the problem as quickly as we can.
Please revisit this page for further updates."

Edinburgh broadband issues w/ BT contract number issues?

Araignee — Wed, 12 Aug 2020 08:16:39 GMT

My broadband appears to be down after last night's storms.

- hub shows solid orange, I've done a number of restarts over the past few hours to no avail.

- service status checker is not showing any issues

- troubleshooter says that work may be going on, but no information on when it started or when it is expected to end

- trying to call to talk to a person given the troubleshooter and status checker disagree, but after so long (30 mins landline, 5 mins mobile) the call goes silent. Doesn't disconnect, just goes completely silent. Currently at 20 minutes of connected silence on my mobile on phone call attempt 3.

Any ideas?

Re: Edinburgh broadband issues w/ BT contract number issues?

garybs29 — Wed, 12 Aug 2020 08:29:32 GMT

Theres issues with an exchange mentioned by the advisors on social media, it will be fixed eventually

Re: Edinburgh broadband issues w/ BT contract number issues?

gg30340 — Wed, 12 Aug 2020 08:42:23 GMT

If you check the local news you will find major disruption in the Edinburgh area. Airport closed,M8 flooded,areas of the city flooded so I think it will be safe to say the storm may have some thing to do with your broadband being down.

Re: Edinburgh broadband issues w/ BT contract number issues?

Araignee — Wed, 12 Aug 2020 08:50:40 GMT

Well yes, I did say that the issues began after the storm. But there's a difference between assuming that and having clear communication, especially given the issues with the BT contact number as well. No need to speak to me patronisingly.

Re: Broadband down

rene — Wed, 12 Aug 2020 09:35:40 GMT

Thanks, do we have any ETA when it back running ?

Re: Broadband down

sea2dog — Wed, 12 Aug 2020 10:29:02 GMT

Will the BB outage affect the BT Landline for FTTP customers?

My modem LOS light is off but don't have Internet or landline access.

Re: Edinburgh broadband issues w/ BT contract number issues?

gg30340 — Wed, 12 Aug 2020 11:05:49 GMT

@Araignee wrote:

Well yes, I did say that the issues began after the storm. But there's a difference between assuming that and having clear communication, especially given the issues with the BT contact number as well. No need to speak to me patronisingly.

I was not patronising you. I was pointing out the obvious. Did you look at the news. Did you check the BT status website. Did you read the message above your first post!

"BT's incident management team said a major outage at an exchange in Edinburgh, caused by the weather, was affecting about 100,000 customers' broadband on BT, EE and Plusnet in the city and surrounding area."

https://www.bbc.co.uk/news/uk-scotland-53748192

Re: Edinburgh broadband issues w/ BT contract number issues?

sea2dog — Wed, 12 Aug 2020 11:11:34 GMT

Do these outages affect FTTP phone customers?

Re: Edinburgh broadband issues w/ BT contract number issues?

JohnC2 — Wed, 12 Aug 2020 11:18:36 GMT

Hi All, following severe storms and flooding in Edinburgh last night, engineers are working to restore broadband to affected customers ASAP. We expect service to be restored later today. Most phone and all mobile services are not impacted. We’re sorry for any inconvenience.

Cheers

John

Re: Edinburgh broadband issues w/ BT contract number issues?

sea2dog — Wed, 12 Aug 2020 11:51:19 GMT

@JohnC2
Hi John, I noticed you used the word MOST, which other messages haven't used, is this because of FTTP landline customers that are affected by this outage?

Re: Edinburgh broadband issues w/ BT contract number issues?

pippincp — Wed, 12 Aug 2020 12:07:54 GMT

Your landline doesn't know if you are an FTTP customer or not. Some PCP's have been affected MOST haven't. The engineers will get everything back up ASAP.

Re: Edinburgh broadband issues w/ BT contract number issues?

sea2dog — Wed, 12 Aug 2020 12:22:32 GMT

@pippincp

My landline always is out of order when there's a BB outage, is this normal is what I'm asking for customers who have FTTP?

As you know for FTTP the phone line cable is connected to the modem inside the property and connected via the red end socket which is the same cable used for BB, therefore when BB goes down so does the phone.

So if I take out the red wall socket it disables the phone.

May I ask what PCP refers to please.

Re: Edinburgh broadband issues w/ BT contract number issues?

sea2dog — Wed, 12 Aug 2020 12:33:32 GMT

@pippincp

The landline must know as it is all connected to the BT Modem for VOICE which differs for non FTTP customers.

Re: Edinburgh broadband issues w/ BT contract number issues?

imjolly — Wed, 12 Aug 2020 12:38:13 GMT

by BT modem do you mean your hub and that you have digital voice. if so that explains why phone not working

Re: Edinburgh broadband issues w/ BT contract number issues?

sea2dog — Wed, 12 Aug 2020 12:40:13 GMT

No I mean white bt modem with TEL1 port and LOS lights etc.

Re: Edinburgh broadband issues w/ BT contract number issues?

sea2dog — Wed, 12 Aug 2020 12:46:15 GMT

The phone is back working but still have a non working superhub with the orange light, this would indicate that the lightning has caused an issue with the hub, therefore why they send out a new hub.

Re: Edinburgh broadband issues w/ BT contract number issues?

pippincp — Wed, 12 Aug 2020 14:14:39 GMT

If you mean the Openreach ONT then there is no landline, it is fibre voice. Landlines are supplied over copper connections.

Re: Edinburgh broadband issues w/ BT contract number issues?

sea2dog — Wed, 12 Aug 2020 15:14:25 GMT

Well I have fibre voice then, but I can say that I have two connections on the wall to the modem in the cupboard, red one is the WAN connection that the other end connects to the WAN port in the hub, and the other one is the other end of the BT phone cable.