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Problem getting broadband reconnected

R44raven — Sat, 10 Feb 2024 10:48:39 GMT

Three weeks ago our fibre cable was brought down by a falling tree. A week ago Openreach replaced the cable. Since then BT have informed me on 5 different occasions - variously by email, phone call and text - that we are now reconnected, all of which prove untrue. During this time, MyBT and their TEXT61998 offer differing reasons for the continuing problem, the latest being "there is a network problem in your area, which is normally resolved within 4 hours". It has been reporting this for the last 24 hours! It has proved impossible to actually speak to anyone via the BT faults number. Does anyone have any suggestions on how I might get this resolved?

Re: Problem getting broadband reconnected

imjolly — Sat, 10 Feb 2024 10:54:17 GMT

is your connection fibre to your home (FTTP) or fibre to street cab and copper to your home (FTTC)

if FTTP what colour are lights on ONT? if FTTC does your phone work provided not on digital voice

Re: Problem getting broadband reconnected

R44raven — Sat, 10 Feb 2024 11:17:10 GMT

We are full fibre to the house. Our phone is now digital so is not working. Our box displays the following lights (from left to right) - one intermittently flashing green, one steady red, one steady very dim red, and one constant green.

Re: Problem getting broadband reconnected

imjolly — Sat, 10 Feb 2024 11:28:56 GMT

have you tried going to MYBT at top of this page and then track a fault and see if anymore information

Re: Problem getting broadband reconnected

R44raven — Sat, 10 Feb 2024 13:44:34 GMT

MYBT has alternated over the last days, from reading "major outage - no estimate on repair date ", to "you have been reconnected ". It currently reads the former. You add insult to injury, the temporary mini hub BT supplied to so-called keep us connected doesn't work as we have no EE signal where we live!

Re: Problem getting broadband reconnected

imjolly — Sat, 10 Feb 2024 13:48:29 GMT

if there is a major outage then obviously not only you are affected in your area

https://istheservicedown.co.uk/status/bt-british-telecom/map