This topic

Power surge

jorricles — Tue, 27 May 2025 09:50:19 GMT

Did anyone experience a power surge w/c 5th May 2025. It knocked out our internal switch.

Re: Power surge

Leanne_T — Wed, 28 May 2025 07:10:33 GMT

Hi there @jorricles

Thanks for coming to the community.

Is everything working as it should after the power surge?

Thanks.

Leanne.

Re: Power surge

jorricles — Wed, 28 May 2025 07:20:21 GMT

Nope. It caused an external fault which Openreach say they have fixed but it has fried our internal switch so we now have no internal comms.

Re: Power surge

Leanne_T — Wed, 28 May 2025 15:50:39 GMT

Thanks for coming back to me @jorricles

Have you been in touch with our broadband team to get this looked into? If so, what did they advise?

Leanne.

Re: Power surge

jorricles — Thu, 29 May 2025 10:42:50 GMT

They came they saw and they left. Not interested in OUR switch.

Re: Power surge

Leanne_T — Thu, 29 May 2025 10:47:54 GMT

I see, thank you @jorricles

If you would like to discuss the power surge and the engineer visit in more detail, please get back in touch with the technical guides.

Thanks.

Leanne.

Re: Power surge

gg30340 — Thu, 29 May 2025 10:51:29 GMT

Are you a business customer?

Re: Power surge

licquorice — Thu, 29 May 2025 10:51:10 GMT

@jorricles wrote:
They came they saw and they left. Not interested in OUR switch.

I don't suppose they are, why would they be, its not a BT or Openreach problem.

Re: Power surge

chrisjp — Thu, 29 May 2025 13:05:00 GMT

"Nope. It caused an external fault which Openreach say they have fixed but it has fried our internal switch so we now have no internal comms."

Was this a power surge in the main electricity supply? If so, and it has damaged your internal switch, then it is not the responsibility of BT (or any other ISP, or indeed Openreach) to investigate it or repair it. ISPs and Openreach do not supply electricity so are not responsible for glitches in this supply.
It could, at a stretch, be the responsibility of your electrical supplier, but I suspect you won't get much traction with that!
I'm afraid that repair or replacement of your internal switch is down to you.

Re: Power surge

jorricles — Thu, 29 May 2025 14:37:52 GMT

That much we knew already but our independent telecoms engineer suggests that something went wrong with the outside supply subsequently fixed by Openreach/BT and this caused the damage to the switch.

Re: Power surge

gg30340 — Thu, 29 May 2025 15:01:05 GMT

As this is a BT residential customer to customer forum which has nothing to do with Openreach there is no one here who can help you.

You will need to take it up with your provider and Openreach.