This topic

FIBRE BROADBAND KEEPS DROPPING AND I HAVE NO PHONE

lyn201700 — Mon, 08 Apr 2024 14:33:28 GMT

I had fibre installed a month ago.

Ever since I have had an engaged sound on the landline, 5 new HUBS, no end of BT bods, and nobody can fix the problem.

Poor customer service, to one whom has a disability and is on the emergency services list....

Told several different stories......

I am totally fed up and bewildered with both BT and EE.....

Re: FIBRE BROADBAND KEEPS DROPPING AND I HAVE NO PHONE

Keith_Beddoe — Mon, 08 Apr 2024 14:41:20 GMT

@lyn201700

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.

When you said fibre broadband, is that just a copper connection to the cabinet, and your BT Smart Hub 2 plugs into the wall socket, or do you have a full optical fibre connection, with a separate Openreach optical unit which has lights on it?

The engaged tone may be simply a waiting message, have you tried dialling 1571?

Re: FIBRE BROADBAND KEEPS DROPPING AND I HAVE NO PHONE

iniltous — Mon, 08 Apr 2024 14:50:56 GMT

Why BT and EE , only one can be your line/broadband provider, so which one is your provider ?

Re: FIBRE BROADBAND KEEPS DROPPING AND I HAVE NO PHONE

lyn201700 — Mon, 08 Apr 2024 15:22:45 GMT

Have BT taken over EE or the other way round, Keith?

When [BT] ring me regarding the digital landline they are BT. When I phone up regarding the broadband, I phone EE?

Re: FIBRE BROADBAND KEEPS DROPPING AND I HAVE NO PHONE

Keith_Beddoe — Mon, 08 Apr 2024 15:25:56 GMT

They are two separate companies in the BT Group. Who do you pay your bill to?

Re: FIBRE BROADBAND KEEPS DROPPING AND I HAVE NO PHONE

lyn201700 — Mon, 08 Apr 2024 15:26:09 GMT

I have indeed tried 1571, no message, still engaged.

I have full fibre optic installed 4 weeks ago...no copper anymore.

Landline has a white box with a flashing green light on it, which should be a solid green light.

Hub, aqua light and white box on the wall with 3 green lights.

None of the latter dip or go off when the wifi dips out.

Re: FIBRE BROADBAND KEEPS DROPPING AND I HAVE NO PHONE

lyn201700 — Mon, 08 Apr 2024 15:27:34 GMT

Re: FIBRE BROADBAND KEEPS DROPPING AND I HAVE NO PHONE

Keith_Beddoe — Mon, 08 Apr 2024 15:45:08 GMT

Then you need to post on the EE customer forum.

https://community.ee.co.uk/

One of the support team or moderators should be able to help.

It will still be Openreach that visit.