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Closing a non existent Fault

stephen_s1 — Fri, 05 Nov 2021 08:34:29 GMT

I had very slow internet for 2 days this week and was only able to connect via 4G on my mobile. I sent text to 61998 (since I was unable to talk to a person) after which my account showed this fault:

"Landline - Cant make or receive calls" when my issue was in fact the internet.

Finally my internet is now working OK but I can't see a way to cancel the fault. Any ideas?

Thanks

Re: Closing a non existent Fault

Keith_Beddoe — Fri, 05 Nov 2021 08:39:28 GMT

@stephen_s1

The broadband fault was probably due to a faulty landline, which would have also affected phone calls, and this would have been detected by the line tester.

As the fault is now clear, the fault report will auto close, usually within 48 hours, and you may receive a text saying the fault has now been fixed.

Re: Closing a non existent Fault

stephen_s1 — Fri, 05 Nov 2021 11:02:08 GMT

OK, thanks, let’s see.

I booked someone to look at internet, but since it’s now working again I cancelled it from BT website. Just got a text to confirm someone is coming tomorrow. Responded to text with “Abort” as instructed, but got response that I needed to talk to advisor, then went into queue for 30 min to talk to someone. Finally gave up. If someone arrives tomorrow it will be a wasted journey.

Seems there is a disconnect somewhere! Very frustrating BT experience.