Broadband and phone down!!!!

gorideb4 — Wed, 26 Oct 2022 09:47:36 GMT

Help please if you can. My broadband has been now for over twelve hours which also means my phones aren't working. I have reported this but I am getting nowhere, just stuck in a perpetual loop of text messages asking me to reset my router. I need this sorted to be able to work today.

Any way in how I can speak to a real person to help? BT are quick to take their exuberant monthly payment and to sell you new products but when help is needed the service is just terrible.

Any advise please.

Re: Broadband and phone down!!!!

Keith_Beddoe — Wed, 26 Oct 2022 10:00:14 GMT

@gorideb4

Welcome to this user forum.

BT pass the fault to Openreach who normally hope to fix the fault within two working days, unless there is a major fault affecting lots of users.

Also see https://www.bt.com/help/account-and-billing/customer-service-guarantee

Only BT Business customers get the option of a faster repair time.

If your phone is still connected to a copper connection, then you can report a phone fault and that often gets fixed quicker.

If you rely on the connection to work from home, then you need to have some form of backup like what BT Halo offer, provided you have a good 4G mobile signal.

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Broadband and phone down!!!!

Re: Broadband and phone down!!!!