This topic

BT Internet is not working - Not able to view fault status

c_harvey — Fri, 06 Aug 2021 14:23:40 GMT

Could anyone help me with tracking my fault status please?

Internet stopped connecting yesterday, i can connect to the hub through wireless and ethernet but am not able to connect to the internet.

BT Smart Hub has a blinking purple light, after going through all the online help (restarting hub, connecting to the master socket, connecting to the test socket etc) i used the text check on the line and reported a fault. I got a fault reference number as was told that an engineer had been booked for next wednesday and that i could monitor the status online.

However even though my MYBT hompage shows the fault when i click to view fault status to track my fault it says

"Track faults

There are no faults to display for this account."

I would like to know what the status of the fault is and see any updates? Also i would like it if i was able to see what the tests have show for my connection if possible?

Can anyone tell me why i am not able to track the fault or if there is another way to view it? (i have already tried the app and cannot see it on there at all either)

Re: BT Internet is not working - Not able to view fault status

Keith_Beddoe — Fri, 06 Aug 2021 14:32:13 GMT

@c_harvey

As you say you have an ADSL connection which comes from the exchange, do you have dial tone on your phone?

Re: BT Internet is not working - Not able to view fault status

c_harvey — Fri, 06 Aug 2021 14:57:19 GMT

@Keith_Beddoe

I dont have a phone connected as i just use my mobile, is there any other way to check this?

Re: BT Internet is not working - Not able to view fault status

Keith_Beddoe — Fri, 06 Aug 2021 14:59:46 GMT

@c_harvey wrote:

Hi

I dont have a phone connected as i just use my mobile, is there any other way to check this?

Not really, its just that if your phone does not work you can report it as a phone fault, and it gets fixed quicker. Usually broadband problems are caused by a disconnected line, which means your phone would not work.

What speed do you normally get when your broadband is working? Normally ADSL can go as high as 19Mbs down and 1Mb up.

Re: BT Internet is not working - Not able to view fault status

c_harvey — Fri, 06 Aug 2021 15:04:09 GMT

Sorry i dont know what my speed usually is, everytime i tried to test my speed on MyBT it wouldnt complete.

Re: BT Internet is not working - Not able to view fault status

Keith_Beddoe — Fri, 06 Aug 2021 15:30:32 GMT

@c_harvey wrote:
Sorry i dont know what my speed usually is, everytime i tried to test my speed on MyBT it wouldnt complete.

What speed are you supposed to get?

Re: BT Internet is not working - Not able to view fault status

c_harvey — Fri, 06 Aug 2021 15:48:43 GMT

The highest possible, so 19mbs.

[EDIT] I have the Fibre with BT Halo 1 Package

Which says that

"Normal available speeds

Your normal available download speed will be between 72-73 Mbps

Your normal available upload speed will be between 17-18 Mbps

Minimum guaranteed download speed

Your minimum guaranteed download speed will be 70 Mbps"

Though i am guessing i will not be getting anywhere close to that

Re: BT Internet is not working - Not able to view fault status

pippincp — Fri, 06 Aug 2021 23:27:00 GMT

Which exchange are you on?

Re: BT Internet is not working - Not able to view fault status

c_harvey — Sat, 07 Aug 2021 06:14:07 GMT

Buckingham i think

Re: BT Internet is not working - Not able to view fault status

pippincp — Sat, 07 Aug 2021 10:35:37 GMT

If you are on Buckingham exchange (01280 area code) then as there are no cabinet issues in that area the fault must be specific to your line.

You'll have to wait for the engineer on Wednesday.

Re: BT Internet is not working - Not able to view fault status

c_harvey — Sat, 07 Aug 2021 11:00:42 GMT

ok thanks @pippincp

Do you know if there is any other way i can view the fault status, when i try to view through myBT it is saying that "Track faults - There are no faults to display for this account."?

Re: BT Internet is not working - Not able to view fault status

Keith_Beddoe — Sat, 07 Aug 2021 11:19:25 GMT

@c_harvey

You have a fibre (FTTC) connection, not an ADSL one.

Re: BT Internet is not working - Not able to view fault status

c_harvey — Wed, 11 Aug 2021 14:28:19 GMT

Engineer came by yesterday (was able to get an earlier appointment) and unfortunately was not able to fix the problem and said that it would need to be passed to Openreach to resolve. I am able to view the fault on MyBT now but is doesnt say anything about it being passed to Openreach yet.

Does anyone know how long i should wait before i start chasing for an update?

I am asking as when i track the fault it is saying i told them the fault was fixed before the appointment took place (i didnt) and i am worried the fault will get lost and not passed over to Openreach because of this. (Fault is currently still open)

Re: BT Internet is not working - Not able to view fault status

pippincp — Wed, 11 Aug 2021 15:51:56 GMT

The useless Qube engineer who cannot touch the Openreach network should have passed it on for an Openreach engineer (who you should have had in the first place) to resolve.

Fault tracking should update later today or early tomorrow and you should have an Openreach engineer by Friday latest.

Re: BT Internet is not working - Not able to view fault status

c_harvey — Thu, 12 Aug 2021 17:10:04 GMT

Its been a day with no update

Any chance progress is being made but not communicated?

Re: BT Internet is not working - Not able to view fault status

c_harvey — Fri, 13 Aug 2021 09:49:02 GMT

I also have BT Halo 1 with the "keep connected promise" where i should be sent a 4G Mini hub when i have a fault, but have not heard anything about this either?

Re: BT Internet is not working - Not able to view fault status

c_harvey — Tue, 17 Aug 2021 14:05:46 GMT

Still no update from BT or openreach, raised a complaint last Friday online, said call scheduled for Friday still no contact (last update is the automic update from friday.)

Track fault - last update is from last tuesday (10th) saying engineer visit complete

Re: BT Internet is not working - Not able to view fault status

PaddyB — Tue, 17 Aug 2021 14:19:49 GMT

Hi @c_harvey,

Thank you for updating the thread. I'm sorry if your service still hasn't been repaired. If you send me you details, I'll be able to take a look at what is happening with the fault.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy