This topic

Broadband not working since yesterday

MertOzunal — Wed, 02 Oct 2024 08:36:22 GMT

My broadband stopped working yesterday. I cannot work, security cameras and door bells also not working due to outage. This is ridiculous. Can’t message support on the website because message button not working … what a joke!!

Re: Broadband not working since yesterday

Keith_Beddoe — Wed, 02 Oct 2024 08:49:14 GMT

@MertOzunal

Welcome to this customer to customer help forum for BT Residential phone and broadband customers.

What sort of broadband connection do you have?

Have you tried ringing BT to report the loss of service?

Do you have any backup arrangements like 4G (BT Halo)?

Broadband connectivity is not 100% guaranteed.

Re: Broadband not working since yesterday

MertOzunal — Wed, 02 Oct 2024 08:50:00 GMT

I haven’t called them . I am using my mobile internet at the moment. My broadband is fiber 500. I tried to message the FIX bot but it was supposed to be fixed yesterday evening. It is still not working. I need urgent help with this.

Re: Broadband not working since yesterday

Anonymous — Wed, 02 Oct 2024 09:19:41 GMT

So you want a fault fixed "urgently" but haven't bothered to call to report it?

FYI, the SLA for a residential service is 2 days after the report of the fault.

What lights are on the ONT & Hub?

Re: Broadband not working since yesterday

MertOzunal — Wed, 02 Oct 2024 09:41:53 GMT

Messaging is easier way to communicate for me.

Re: Broadband not working since yesterday

Anonymous — Wed, 02 Oct 2024 09:54:15 GMT

I've just checked & messaging for broadband support is working.

Re: Broadband not working since yesterday

iniltous — Wed, 02 Oct 2024 10:03:16 GMT

You do realise you are on a domestic grade connection, pay a domestic grade price for it and have a domestic grade SLA ( service level agreement ) , you may feel you deserve a better response, but you have a completely unrealistic expectation if you expect guaranteed 24/7 , 365 days a year connectivity for what you pay …..there are a range of products that have a superior SLA , and systems available that employ diverse routes so critical connections can be maintained, ( organisations like Banks , Prisons, MOD have such things so that communication is never lost ) , but they don’t cost £1.50 a day .

Re: Broadband not working since yesterday

MertOzunal — Wed, 02 Oct 2024 10:12:58 GMT

Okay.

Re: Broadband not working since yesterday

MertOzunal — Wed, 02 Oct 2024 10:16:41 GMT

Thanks . I tried but got stuck at the end. They say they’ll find a Guide for me.. still waiting

Re: Broadband not working since yesterday

MertOzunal — Wed, 02 Oct 2024 13:50:52 GMT

Looks like there is a major outage in my area and it will fixed on 3th of October 😕