This topic

Disconnected?

hifromrich — Thu, 17 Nov 2022 02:37:57 GMT

Hi all,

An openreach engineer was working on the pole that feeds our house around 12pm yesterday for a few hours and ever since we have had no landline/Internet service.

Is it usual practice to be left cut off and not be informed or do you think have they made a mistake somewhere?

I reported it through the text system and got a fault reference number, however when I log in to view the status it says no fault reported.

Re: Disconnected?

Keith_Beddoe — Thu, 17 Nov 2022 06:02:10 GMT

@hifromrich

Report it to BT as a fault on 0800 800 151.

Re: Disconnected?

RobbieMac — Thu, 17 Nov 2022 09:08:25 GMT

Good morning @hifromrich

Thank you for your post and welcome back!

I am sorry for the fault with your services. I understand this may have been caused by an engineer working close-by. Give the number that @Keith_Beddoe has posted above a call, and the team will be able to help arrange the repair.

Let us know how you get on with this and if you do need further help, you know where we are 😊

Thanks,

Robbie

Re: Disconnected?

DavidM — Thu, 17 Nov 2022 16:46:18 GMT

Hi @hifromrich ,

Further to Robbie's post. If 151 can't help I'll be happy to take a look. Check your inbox for my message and drop me a reply if needed.

Cheers

David

Re: Disconnected?

hifromrich — Thu, 17 Nov 2022 17:33:26 GMT

Thanks all. I have called the number posted above and they confirm that after running tests there is a landline fault. I have been told by a neighbour that they overheard the engineers up the pole yesterday say "they are not going to be happy about this" which doesn't fill me with confidence.

They have given a 4 day timescale to look at a repair. Meanwhile i'm going to be chewing through my phone data 😞

Rich

Re: Disconnected?

DavidM — Thu, 17 Nov 2022 17:58:20 GMT

Thanks for the update @hifromrich .

Please keep us in the loop. We're here to help if needed.

Cheers

David

Re: Disconnected?

hifromrich — Fri, 18 Nov 2022 15:54:38 GMT

Hi all,

Just an update. The engineer came out to us today, climbed the pole and fixed the fault in less than 10 minutes! Apparently the previous engineer that was working on the junction box had broken a connection by mistake.

Glad to be back online.

Re: Disconnected?

JohnC2 — Fri, 18 Nov 2022 16:44:43 GMT

Hi @hifromrich, thanks for the update and great news that you didn't have to wait 4 days to be reconnected.

Cheers

John