Broadband down since Tuesday - still can’t get fault logged or an engineer date

CarolineB1 — Fri, 01 Dec 2023 16:07:02 GMT

Hi all,

We have FTTH installed and it’s been working fine up until Tuesday when it died completely (complete loss of service.) I reported the issue immediately and Agent 1 went through the standard checks then confirmed an engineer would be out Friday morning (also confirmed via text.)

I logged in to track the fault on Wednesday and was surprised to see that the fault was showing as closed, apparently by me!

I called back and spoke to Agent 2 who confirmed there was definitely a fault on the line. According to him, Agent 1 hadn’t raised the ticket correctly which is why the fault was closed. Agent 2 then advised he needed to book the engineer appointment ‘manually’ due to something that Agent 1 had done. There was however apparently a 24 hour ‘waiting period’ before an appointment could be booked therefore someone would call me back on Thursday to schedule it. It sounded rather strange but I gave him the benefit of the doubt.

Thursday rolls round and I get a call back from Agent 3. He advises there is no trace of any previous bookings but again states my appointment needs to be made ‘manually’. He offers me Fri am, Fri pm and Sat am which I confirm are fine. He then closes the call after confirming I’ll get email confirmation of the exact appointment time along with confirmation of my compensation.

Friday morning, no update on appointment but I do get an email, sadly this was to inform me that my complaint had apparently been resolved and closed?! Another call to BT, this time Agent 4 checks and confirms a fault on the line. Once again however there is no record of any engineer bookings. Agent 4 then says he will arrange my appointment to himself and to give him a couple of hours. It’s now 16:00 and no update.

I live in a village with patchy mobile so the EE ‘always on’ mobile hub is completely useless.

Any ideas as to how I can actually get an engineer booked and an actual fault logged would be greatly appreciated!

thanks Caroline

Re: Broadband down since Tuesday - still can’t get fault logged or an engineer date

JohnC2 — Fri, 01 Dec 2023 17:23:41 GMT

Hi @CarolineB1, I'm sorry that you've a fault with your broadband service and haven't been contacted back as promised.

It would be best to chase this up by either calling back or using the 'Message us' facility on Fix broadband | BT Help as that would be the quickest way to get in touch and get the fault progressed.

If that doesn't help I've sent you a Private Message so you can get in touch with the Mod team for help. We are very busy at the moment and it will be a few days before we get to your case.

Cheers

John

Re: Broadband down since Tuesday - still can’t get fault logged or an engineer date

CarolineB1 — Fri, 01 Dec 2023 20:04:30 GMT

Thanks John, I’ll try the Message Us route.

This topic

Broadband down since Tuesday - still can’t get fault logged or an engineer date

Re: Broadband down since Tuesday - still can’t get fault logged or an engineer date

Re: Broadband down since Tuesday - still can’t get fault logged or an engineer date