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Broadband failure

Vincent47 — Thu, 14 Dec 2023 06:47:23 GMT

Good morning. After ten years of trouble free service my broadband failed last Friday. After almost a week and three engineer visits the issue is not resolved. The engineers are given limited time slots to fix an issue. In order to chase this through I was advised to log a complaint which I did and I was informed the ussue would be resolved yesterday and it was not resolved. This is the first time I've needed to call on BT support and the service and communication has been very poor. Given that this is the failure after ten years I also want to know what the cause of the issue is. It's like it's been unplugged. What else can I do to escalate this issue?

Re: Broadband failure

Keith_Beddoe — Thu, 14 Dec 2023 06:58:13 GMT

Welcome to this user forum for BT Retail phone and broadband customers.

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Its possible one of the forum members may have some suggestions, however if Openreach cannot find the issue, then there is something more complex.

If you could describe what sort of broadband connection you have, whether its fibre to the cabinet and copper to your house, or full fibre, with an optical modem (ONT) on the wall.

Or perhaps its just standard broadband (ADSL).

You will be entitled to automatic compensation, which is paid as a credit to your bill.

https://www.bt.com/help/account-and-billing/automatic-compensation

Re: Broadband failure

36ULW — Thu, 14 Dec 2023 07:07:49 GMT

We’re these Engineers from Openreach or Home Assure Visit Engineers, usually from Qube?

I ask because Openreach Engineers, although they’re given ECBT, Estimated Come Back Times on Jobs they’re not bound by a set time and can be there all week if needed.

The only times Openreach Engineers were bound by time we’re on the old Broadband Boost Tasks but that Service was withdrawn years ago.

Re: Broadband failure

JohnC2 — Thu, 14 Dec 2023 10:33:49 GMT

Hi @Vincent47, sorry you've a fault with your service and that it was not fixed yesterday which you were told it would.

I've sent you a Private Message so you can get in touch with the Mod team for help with this.

Cheers

John