This topic

Have I Booked an Engineer Slot?

Thompson218 — Sat, 15 Jun 2024 06:44:38 GMT

Our BB is down, using my phone I went through the procedure for booking an engineer slot and the very last screen said "Sorry we ran into trouble checking your service" rather than a confirmation.

The process I went through was book or track but I don't get an option to track to see if a slot has been booked or not.

Any advice please.

Re: Have I Booked an Engineer Slot?

Keith_Beddoe — Sat, 15 Jun 2024 06:53:46 GMT

@Thompson218

Try the "Message now" on this page https://www.bt.com/help/contact-bt/technical-support/broadband

You can also look on MyBT.

Re: Have I Booked an Engineer Slot?

Thompson218 — Sat, 15 Jun 2024 07:39:12 GMT

Thank you. Turned out the slot hadn't been booked.

Re: Have I Booked an Engineer Slot?

Keith_Beddoe — Sat, 15 Jun 2024 07:40:51 GMT

These automatic bots are not really reliable.

Re: Have I Booked an Engineer Slot?

Thompson218 — Sat, 15 Jun 2024 07:43:25 GMT

No, shame really. It was pretty smooth until the very last message which left me hanging.

Re: Have I Booked an Engineer Slot?

Keith_Beddoe — Sat, 15 Jun 2024 07:48:46 GMT

It probably needed to talk to the Openreach bot, to look on their booking system, and that wasn`t talking 🙂

Too much reliance on robotic systems.

Re: Have I Booked an Engineer Slot?

Thompson218 — Sat, 15 Jun 2024 08:38:11 GMT

Agree entirely Keith. However the programming should fail in a way that is informative, not leave the customer hanging.

Re: Have I Booked an Engineer Slot?

Thompson218 — Sat, 15 Jun 2024 15:01:21 GMT

It's all starting to fall apart.

Had an email at 14:01 saying we've cancelled you visit because its a network fault and will be fixed by 20/6/2024.

Followed by another email at 14:02 saying we are working on your fault and hope to have it fixed by midnight on 17/6/2024 but will fix it sooner if we can.

Oh hum.

Re: Have I Booked an Engineer Slot?

Keith_Beddoe — Sat, 15 Jun 2024 15:04:30 GMT

Looks like a fault affecting more than one customer. Are you on a full fibre connection?

Re: Have I Booked an Engineer Slot?

Thompson218 — Sat, 15 Jun 2024 15:14:28 GMT

If only - we get 27Mb download and 5Mb upload if we are lucky. Our package is called Fibre 2.

Re: Have I Booked an Engineer Slot?

Keith_Beddoe — Sat, 15 Jun 2024 15:22:44 GMT

So that`s a VDSL connection from the cabinet, so if you are getting no sync on the home hub, then it may be a fault on the cabinet affecting all users.

If yo are getting sync, but no Internet, then that may indicate a fault on the fibre backhaul link to the exchange.

When there is a multiple fault, an automatic fault report is logged against all the users, so that when they report the fault, Openreach know its no worth visiting each customer.

Re: Have I Booked an Engineer Slot?

Thompson218 — Sat, 15 Jun 2024 15:37:21 GMT

I'm not quite sure what you mean by no sync. The light on the hub is orange. It's static most of the time I think but flashes every now and then for a few minutes.

Re: Have I Booked an Engineer Slot?

Keith_Beddoe — Sat, 15 Jun 2024 15:45:09 GMT

See https://www.bt.com/help/broadband/fix-a-problem/broadband-and-wi-fi/what-do-the-lights-on-my-bt-hub-mean-

Re: Have I Booked an Engineer Slot?

Thompson218 — Sat, 15 Jun 2024 15:53:38 GMT

Interesting thanks.

Regarding the orange light, every time I've checked over the last 15 minutes it's been flashing so might be mistaken about it ever being steady.

Re: Have I Booked an Engineer Slot?

Keith_Beddoe — Sat, 15 Jun 2024 16:02:43 GMT

Hopefully it will be sorted by the expected date, or earlier. Openreach only do repairs at the weekend, on business customers who opt pay for a better SLA.

There are exceptions for welfare cases.

Re: Have I Booked an Engineer Slot?

Thompson218 — Sat, 15 Jun 2024 16:57:13 GMT

Ok, thanks for your help.

Re: Have I Booked an Engineer Slot?

Thompson218 — Sun, 16 Jun 2024 06:46:31 GMT

Just a quick update, not expecting a reply.

The orange light is steady this morning so it seems to be alternating between steady orange and flashing orange. The hub is in another room so I can't be sure how long it stays in each state. My wife says she saw it flash purple briefly too. I'm assuming this just a routine it goes through in trying to reconnect.