This topic

Fault Reporting

Elliboy — Sat, 03 Jul 2021 18:37:52 GMT

Good evening,

I returned from holiday this morning to find my Internet is down and I have no dialing tone.

Disappointing, but these things happen. Straight on to the website (via my mobile) to check my status. Advised to ring BT. Spoke to a very helpful and pleasant chap who advised that it looks as if I have been disconnected at the exchange. He advised it will be fixed within a few days. Fair enough. Received a text confirmation etc.

Late this afternoon however I receive an email saying my "complaint" has now been resolved and my case is closed.

Should that have been sent to me? How can I check my case has not been closed?

Grateful for any advice.

Re: Fault Reporting

imjolly — Sat, 03 Jul 2021 18:52:04 GMT

I would phone CS 0800800150 from mobile and check to see what is happening about your reported fault

Re: Fault Reporting

garybs29 — Sun, 04 Jul 2021 14:28:13 GMT

This isn't a business service with a specific sla to fix the issue there are timeframes in which they aim to fix a fault. If service is down auto compensation should kick in as well but then that probably wouldn't be enough for you either @chudofbroady given what I've seen from you on here

Also @Elliboy the fact you said complaint & not fault makes me think it is likely still open & depending on what was said the advisor may have logged a separate complaint on the account which is what it sounds like has been closed as the fault is being worked on

Re: Fault Reporting

Elliboy — Mon, 05 Jul 2021 08:31:30 GMT

Thank you for your comments.

I rang BT and they were not certain why the "case is closed" email was sent. But the chap I spoke to advised me that the case was still open.

On the assumption that a disconnected at the exchange issue is easy to rectify I am optimistic it will be fixed soon.

I've been with BT for donkey's years and have pretty much always had excellent service. Hope that continues.

Thanks

Re: Fault Reporting

Elliboy — Mon, 05 Jul 2021 17:53:50 GMT

Received a text earlier on this evening to inform me that the fault has been fixed. Great, I thought. After switching everything back on it looks like there is no change. Nothing works.

Spoke to another pleasant chap at BT who has booked in an engineer's visit for Wednesday pm. Fingers crossed.

Incidentally, I've had to ring BT three times since Saturday afternoon. All three of the BT staff I have spoken to have been extremely pleasant, friendly and helpful.

Re: Fault Reporting

PaddyB — Mon, 05 Jul 2021 18:41:13 GMT

Hi @Elliboy,

Thank you for updating the thread. I'm sorry if the service still hasn't been repaired. If the engineer doesn't have the service back working on Wednesday, please post back and I'll take a look at this for you.

Thanks

Re: Fault Reporting

Elliboy — Wed, 07 Jul 2021 18:57:22 GMT

Just for the record....

Openreach engineer turned up on time. Called before hand to advise he was on his way. All fixed.

Very helpful and friendly.

Obviously I would rather it hadn't gone wrong in the first place but these things happen. I thought the time taken to repair the fault was reasonable.

PaddyB - I appreciate your offer of assistance.

Thanks.

Re: Fault Reporting

JohnC2 — Wed, 07 Jul 2021 19:06:10 GMT

Hi @Elliboy, thanks for the update and good news that you are now back in service 🙂

Cheers

John

Re: Fault Reporting

Elliboy — Thu, 08 Jul 2021 12:07:54 GMT

Perhaps not quite as fixed as I thought....

Last night the internet dropped out a few times. The hub flashed orange, but it restored itself after a couple of minutes. I just assumed it was "settling down".

However this morning we have noticed that the inernet drops out whenever we make or receive a landline call. We've tested it twice in the last half hour. Call is made, the phone is picked up, and the hub box goes orange about 10-15 seconds into the call. The Internet is restored shortly after the call is ended.

Is this a common problem? I assume it isn't just "settling down".

Thanks

Re: Fault Reporting

NeilO — Thu, 08 Jul 2021 13:42:39 GMT

Hi @Elliboy I'm really sorry to see you're still experiencing issues, that is one of the more common types of fault and it's definitely not due to the line settling down.

I'll send you a private message so you can get in touch with the moderation team and we'll be happy to help, but if this is urgent I'd recommend getting in touch with 0800 800 150 to report the fault as it will likely need another engineer visit.

Thanks

Neil

Re: Fault Reporting

Elliboy — Thu, 08 Jul 2021 14:23:39 GMT

Thanks Neil. I appreciate your help.

Re: Fault Reporting

RobbieMac — Fri, 09 Jul 2021 15:13:13 GMT

Hi @Elliboy

Thanks for sending your details over and for taking the time to chat with me today.

I have booked an engineer visit for next Wednesday 14th July between 08:00-13:00. You'll hear from me again on Thursday to make sure the fault has been repaired.

Have a great weekend.

Cheers,

Robbie

Re: Fault Reporting

ozsat — Fri, 09 Jul 2021 15:28:27 GMT

@Elliboy- keep a note of the dates and times etc of visits and faults where you can - may be useful going forward.

I had a lot of issues which took well over a month to sort out and included several visits booked where nobody contacted or visited and the fault was not fixed - all good now though.

I also found that 'Complaints' being opened and closed are different to 'Faults' being opened and closed.

You have access to both in your account homepage.

I must also say that the guys in this forum can often do in a few lines of text and a few minutes - something which can take days/weeks to do over the 'phone with faults.

Re: Fault Reporting

Elliboy — Sat, 10 Jul 2021 10:13:28 GMT

Thank you RobbieMac. I appreciate your assistance. You guys do an excellent job running this forum. It's an excellent source for information and advice. We'll done!

Ozsat - Thanks. I will indeed keep a note of all the relevant dates etc. Funny enough I had another "we have noted your complaint" email come through yesterday. Seems odd because I've not made a complaint. Yes, I've reported a fault, but I have not made a complaint. Very odd.

Re: Fault Reporting

JohnC2 — Sat, 10 Jul 2021 10:39:42 GMT

Hi @Elliboy, thanks for your post the complaint will be opened by @RobbieMac so he has an open job on your account until the fault is resolved.

cheers

John

Re: Fault Reporting

Elliboy — Tue, 20 Jul 2021 08:50:07 GMT

Another update....

Openreach engineer attended. Updated some of the wiring. All fixed now. Added bonus is that my speeds have increased by 10-15 per cent. Very happy.

Overall I thought it was very good service from BT/Openreach. And thank you to all the guys on the forum who were extremely helpful.

Re: Fault Reporting

PaddyB — Tue, 20 Jul 2021 09:23:21 GMT

Hi @Elliboy,

That's great and thank you for updating the thread. I'm happy the engineer was able to repair the service.

Thanks,

Paddy