This topic

no internet connection for 19 days!!!!!!!!!!

lornypops — Thu, 11 Mar 2021 09:16:57 GMT

We have been without internet connection for 19 days. Openreach have had 4 no shows. I have lost count of the number of phone calls I have made

What do I need to do to get the problem fixed.

Re: no internet connection for 19 days!!!!!!!!!!

Keith_Beddoe — Thu, 11 Mar 2021 09:20:02 GMT

@lornypops

What BT Broadband service do you have, and does your phone line work?

Re: no internet connection for 19 days!!!!!!!!!!

lornypops — Thu, 11 Mar 2021 09:22:29 GMT

We have BT Fibre broadband with Halo and the phone line works fine.

Re: no internet connection for 19 days!!!!!!!!!!

Keith_Beddoe — Thu, 11 Mar 2021 09:25:17 GMT

@lornypops wrote:

We have BT Fibre broadband with Halo and the phone line works fine.

Dial 17070, and check that the number that is read out, matches your own phone number.

Re: no internet connection for 19 days!!!!!!!!!!

lornypops — Thu, 11 Mar 2021 09:29:04 GMT

It mathces

Re: no internet connection for 19 days!!!!!!!!!!

Keith_Beddoe — Thu, 11 Mar 2021 09:32:35 GMT

@lornypops wrote:

HI

It mathces

What estimated date have BT given you for the repair, when you track your fault progress?

https://support.bt.com/track/fault/?view=faulttracker

Re: no internet connection for 19 days!!!!!!!!!!

RobbieMac — Thu, 11 Mar 2021 09:31:46 GMT

Hi @lornypops

Thanks for your posts and welcome back!

I'm sorry that your broadband service has developed a fault and for the missed engineer appointments. 19 days is a long time for the service to be down. I appreciate the amount of time you have spent on the phone trying to get this resolved.

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: no internet connection for 19 days!!!!!!!!!!

lornypops — Thu, 11 Mar 2021 09:40:16 GMT

We Have had 5 different dates ranging from 26/2 to today.

Todays appointment was between 8am and 1pm.

When I check the tracker this morning at 7am - the appointment was already showing as a missed appointment, called BT again and told someone probably called in Sick!!!!!!! so said they would book another appointment for Monday 15th March. I expect that will also be cancelled as all the others have been.

good job I am TRYING to work from home, if I had to take time off for these so called appointments I would be more furious than I already am

Re: no internet connection for 19 days!!!!!!!!!!

Keith_Beddoe — Thu, 11 Mar 2021 09:44:58 GMT

@lornypops wrote:

We Have had 5 different dates ranging from 26/2 to today.

Todays appointment was between 8am and 1pm.

When I check the tracker this morning at 7am - the appointment was already showing as a missed appointment, called BT again and told someone probably called in Sick!!!!!!! so said they would book another appointment for Monday 15th March. I expect that will also be cancelled as all the others have been.

good job I am TRYING to work from home, if I had to take time off for these so called appointments I would be more furious than I already am

Just contact @RobbieMac as requested, as he works for BT.

Re: no internet connection for 19 days!!!!!!!!!!

lornypops — Thu, 11 Mar 2021 09:48:42 GMT

Already Done - thanks Keith

Re: no internet connection for 19 days!!!!!!!!!!

Keith_Beddoe — Thu, 11 Mar 2021 09:56:37 GMT

@lornypops wrote:

Already Done - thanks Keith

One of the moderators will be in touch, once your request reaches the top of their queue. It would help if you can update this thread when your service is restored. Thanks.

Re: no internet connection for 19 days!!!!!!!!!!

lornypops — Sat, 13 Mar 2021 07:29:42 GMT

So it seems we thought the fault was fixed with a new line being put in. But 24 ish hours later we are back to no internet connection. So we will see how week 3 goes. Who knows we may get internet for more than 24 hours. Now waiting for call centre to be open to re-open the fault and start again...........

Re: no internet connection for 19 days!!!!!!!!!!

Carlusha — Sat, 13 Mar 2021 10:51:27 GMT

Surely, correct me if I am wrong, the OP being on Halo, he/she should have been entitled to a mini-hub while the problem is sorted.

We were provided with a mini-hub during our recent home move and a damn fine piece of equipment it is!

Re: no internet connection for 19 days!!!!!!!!!!

lornypops — Sat, 13 Mar 2021 13:02:58 GMT

We have been given a mini hub but that does not work either. Unless we sit in the middle of the garden. So another problem. All mobile phones in the house work fine across different networks, so it not a reception problem. Given up even trying to use the Mini hub

Re: no internet connection for 19 days!!!!!!!!!!

lornypops — Mon, 15 Mar 2021 07:32:16 GMT

Now we are on day 23....... I really hope the engineer turns up today and the new hub is on its way

Re: no internet connection for 19 days!!!!!!!!!!

Mrlornypops — Fri, 19 Mar 2021 15:43:17 GMT

It's now 27 days without connection and another missed appointment.