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Broadband fault not fixed

JP64 — Wed, 11 Dec 2024 20:41:26 GMT

We have been without broadband since Saturday (7th Dec) & have reported it via BT customer service number. All we have received is a texts saying that the issue would be fixed by Tues followed by a text on that day saying the fault was fixed but it wasn’t. Have repeatedly tried to get to speak to someone but it is impossible and all we can do is report fault by text. Latest text we received said fault would be fixed by 7pm this evening but surprise, surprise it hasn’t been. How do you actually get to speak to a human being? Anyone out there know as we are on verge of just cancelling our direct debit and going to another provider as we fear we will be without a service if we stick with BT

Re: Broadband fault not fixed

Keith_Beddoe — Wed, 11 Dec 2024 20:45:25 GMT

Is this a copper FTTC connection, or a full optical fibre connection?

If its optical, what lights are showing on the Openreach ONT?

Re: Broadband fault not fixed

JP64 — Thu, 12 Dec 2024 07:58:35 GMT

Copper not fibre optic and orange light on.

Re: Broadband fault not fixed

iniltous — Thu, 12 Dec 2024 12:31:10 GMT

If the fault is on the Openreach network , then unless you have access to some other network, cancellation with BT and reordering with another ISP is hardly likely to give you service quicker than waiting restoration of your existing service , cancelling your direct debit is a good way to damage your credit worthiness.

Re: Broadband fault not fixed

JP64 — Thu, 12 Dec 2024 12:59:47 GMT

Fair enough but if we can’t get to speak to an actual human being to discuss the fault it seems we are never going to get this resolved and we are just paying out for no service but thanks anyway

Re: Broadband fault not fixed

Christopher_G — Fri, 13 Dec 2024 08:20:24 GMT

Hi @JP64

What happens when you try the 'message us' option, or call on the contact number here on the contact us page?

Once you're able to get through, our support team should be able to look into this for you.

Chris