This topic

BT have not restored BB after over 3 weeks.

nn123456 — Thu, 10 Oct 2024 22:38:07 GMT

a rural village with poor 4G so took up BT offer of a 1Gb connection.Installed in July but failed over three weeks ago and have had 14 calls (after I instigated) and slowly going up the support tiers with the call centre.Usual patter...be patient ..will fix in 2 days...do not know what Open Reach are doing(so still do not know what the efault is but I can see a nearby line is down and have told them but they retort with 'I am not in the UK and OR are not telling us'.Promise to escalate but again being bounced back to lower tiers.Have asked if they will install Starlink whilst the issue is resolved as I work from home and have to use my mobile hotspot at 4-6Mbs and constant drop outs.So not good for web meetings!! No response on that but have said they could provide a 4G dongle or access to hotspot but neither works in this rural location.

After such a long time I really need to get to a UK based manager/complaints person as getting no joy at all .I have raised a complaints but the Complaints Manager ithough 'more polished' is just as 'useless'...can someone please help connect me to anyone who can help.Four other properties are affected including an elderley couple who rely on this service for their TV and phones.Many thanks in advance.

Re: BT have not restored BB after over 3 weeks.

imjolly — Fri, 11 Oct 2024 07:48:00 GMT

can you enter your address and post results including all the notes

BT Broadband (btwholesale.com)

Re: BT have not restored BB after over 3 weeks.

nn123456 — Fri, 11 Oct 2024 09:39:38 GMT

Thanks for your post @imjolly ..new to this group so aplogies if I am not fully in line with what you want...

so address is PE28 0ND

In terms of notes...do you mean a list of the issues/dates? A lot on messaging to the BT support and complaints team..happy to collate and put on but should I send just to you as don't want to 'spam' the good community.

On the link below ..it is an availability checker and no faults showing.

Re: BT have not restored BB after over 3 weeks.

imjolly — Fri, 11 Oct 2024 10:53:01 GMT

@nn123456

I am looking for you to use your address not postcode in the link the post the results you get including the notes. this will see what packages you can get and also how openreach have categorised your install

Re: BT have not restored BB after over 3 weeks.

nn123456 — Fri, 11 Oct 2024 11:03:20 GMT

@imjolly

Thank you...please see below..the low level connection is a mobile 4G hotspot

Re: BT have not restored BB after over 3 weeks.

iniltous — Fri, 11 Oct 2024 11:28:53 GMT

As you already had service that stopped working ( rather than exploring getting a new installation ) the return is as expected in that it says an ONT exists with active service , the ‘ potential wayleave’ may be pertinent, in that suggests access to a third party’s property was required to get you installed in the first place , but as you have service, that has gone faulty, that issue ( if there was one ) is now presumably resolved.

If your ONT is showing LOS ( loss of signal ) then there is physical issue , no light ( or insufficient level ) is reaching your ONT ( or much less likely the ONT is kaput ) but as others near you are also affected and you have even noticed a cable ‘down’ , this is the most likely cause of your issue .

Its possible that there are ‘issues’ around restoring that cable , if it’s on or near a road, it may need a road closure or traffic management to work safely to replace the cable , that requires the council to act , this can be lengthy depending on the situation, it’s very unlikely that Openreach are simply ignoring the problem as the ISP ( yours and the ones your neighbours use ) are due compensation from OR in the same way you are due compensation from your ISP….there is no secret method to access Openreach directly, all you can do is keep asking BT for updates…..if your neighbours are also affected, it’s extremely unlikely that they all use BT , so you could ask them if they have any information from their ISPs

Re: BT have not restored BB after over 3 weeks.

nn123456 — Fri, 11 Oct 2024 11:55:56 GMT

Many thanks @iniltous

So..we have had it installed and so all good.All access rights resolved .

We have a mix of ISPs ...from Sky to BT home to (in my case) BT Business but all default to blaming Open Reach and furthermore 'have no inkling' or refuse to divulge either the fault type or location.I find this strange as can see where the issue is(line down)

As we are in a small village we should have no issues shutting down areas(Anglian have been here for two days and just blocked off the High Street and now the problem is resolved).Our other neighbours on either side have working BB and I have asked why we cannot connect to that 'spur'.

I have requested a Starlink connection for the interim and they said 'they would like into it' !! Nowt!

Appreciate the compensation issue and also maybe other reasons but keeping us all guessing on issue,timelines instead of treating us like grown ups to defuse the issue is really frustrating.None of us have any idea of when this will be resolved.

Thanks for letting me vent and coming back with something to help soothe the pain of not having a connection for work for over 3 weeks

Re: BT have not restored BB after over 3 weeks.

tonysmini018 — Fri, 11 Oct 2024 14:37:52 GMT

Highways won’t permit two sets of road closures in close proximity, so the fact Anglian Water were there may be why OR couldn’t get on to fix your issue.

FYI, applications for traffic management can take months to be authorised, where I live it’s usually a minimum of 3 month unless it’s an emergency.

Re: BT have not restored BB after over 3 weeks.

iniltous — Fri, 11 Oct 2024 14:48:16 GMT

Hopefully you weren’t really expecting BT to provide you with a satellite based broadband while waiting for your service to be restored, if you genuinely were , then you have unrealistic expectations of what a domestic broadband provider ( or business for that matter ) will provide , BT 4g EE is available, but obviously in some locations it may not be particularly effective as a temporary replacement.

TBH , although in the same situation I would like to know what the issue is , knowing the problem isn’t actually going to speed up the restoration, the financial penalty OR face for multiple ISP’s having customers out of service is the motivation to restore service as quickly as possible.

Re: BT have not restored BB after over 3 weeks.

nn123456 — Fri, 11 Oct 2024 14:58:59 GMT

@tonysmini018

Many thanks......that reference on Anglian was to explain that if Anglian can do that within a day of the fault being reported that surely BT can after over 3 weeks? There is no intereference technically between BT and Anglian as Anglian ficx post dates the issue with BT by 3 weeks.

Re: BT have not restored BB after over 3 weeks.

nn123456 — Fri, 11 Oct 2024 15:05:25 GMT

@iniltous

Thank you DG ..as a newcomer to the world ot the dark art of working or not ,I have no idea of what the boundaries are.I asked and was expecting a solution,thank you letting me know.Maybe the Complaints Manager was being economical with the truth when he said 'we can take a look at this,seem slike a good plan' but vanished when I pressed!

The last para is most enlightening ..but sadly at the moment still keeps me in limbo.As a tech person I feel a communication of the core issue would help placate me rather than 'we have no idea as OR have not told us'.One call hadler actually said (after two weeks) ..'we believe it is a cyber issue' and when I asked the manager he flatly denied this!! So my confidence in all of this is rock bottom

Happy Friday all.

Re: BT have not restored BB after over 3 weeks.

iniltous — Fri, 11 Oct 2024 15:06:02 GMT

You mentioned a cable down , as an example, if that were on poles alongside a road of more than 30 MPH , then OR would require traffic mangement , OR can’t simply turn up and block the road , if other utilities have done that , that’s up to them , some companies do things properly , some don’t .

Re: BT have not restored BB after over 3 weeks.

tonysmini018 — Fri, 11 Oct 2024 15:10:39 GMT

Water, gas and power are classed as vital utilities, you can’t really live without them long term plus they can cause loss, damage and could kill you if not dealt with swiftly.
Phones and broadband don’t carry the same weight so have to apply for permits to work where needed, you likely have a mobile service as a back up for emergencies.

Re: BT have not restored BB after over 3 weeks.

nn123456 — Fri, 11 Oct 2024 15:15:58 GMT

@tonysmini018

Absolutely and agreed ...we do have an itermittent signal 4G/3G so covered for emergencies ..

Re: BT have not restored BB after over 3 weeks.

nn123456 — Fri, 11 Oct 2024 15:32:22 GMT

@iniltous

Understood the cable is reachable with a ladder and if a cherry picker is required it would not block the road but the lack of transparency is still the nub point.Say 'we need highways permission,nothing we can do for 4 weeks' and then I would be a little less unhappy.