This topic

No internet

JENNYB31 — Wed, 01 Jan 2025 14:28:09 GMT

I have lost my internet, telephoned BT who tell me its the hub as no issues showing with the line. Got the hub and set it up and still no internet. Called BT again only to be passed to 3 different peoole when it was clear they could not help. An engineer was booked but in 72 hours time. Can anyone suggest how I get my internet back as BT are proving to be useless ! Thanks

Re: No internet

jac_95 — Wed, 01 Jan 2025 14:57:20 GMT

Which hub do you have?

What colour lights are showing?

Are you on hybrid fibre (FTTC) or on full fibre (FTTP)? Or are you on ADSL?

Re: No internet

licquorice — Wed, 01 Jan 2025 15:55:55 GMT

72 hours is very quick considering it's the holiday season.

Re: No internet

JENNYB31 — Wed, 01 Jan 2025 16:19:20 GMT

Not really if you need it for work!

Re: No internet

licquorice — Wed, 01 Jan 2025 16:23:53 GMT

Yes it is, you have a residential grade service, if you want a better SLA you need to have a business grade service.

Re: No internet

Keith_Beddoe — Wed, 01 Jan 2025 16:32:59 GMT

This is the difference between residential and business. Really applicable if your income depends on having a working Internet connection, and have no other backup arrangements, like 4G.

BT Business's repair times depend on the level of support and the time of day the fault is reported:

Business Care Level

BT aims to respond to incidents within two hours and resolve them within eight hours. This service is available Monday to Sunday, including bank holidays, from 8 AM to 9 PM.
Standard

BT aims to fix faults by the end of the second working day after the fault is reported. This service is available Monday to Friday, excluding bank and public holidays, from 8 AM to 6 PM.
Prompt

BT aims to fix faults by the end of the next working day. This service is available Monday to Saturday, excluding bank and public holidays, from 8 AM to 6 PM.
Critical

BT aims to fix faults within six hours. This service is available 24/7, including bank and public holidays.

If a fault is reported after 9 PM on a working day, or at any time on weekends or bank holidays, it will be treated as if it was reported at 8 AM on the next working day.

Customers can track the progress of a fault online after reporting it. The online tracking tool shows the status of the fault, an estimated fix date, and the steps to resolve it.

Re: No internet

chrisjp — Wed, 01 Jan 2025 16:59:21 GMT

If you are working from home with your company's approval then, if internet is crucial to that work, your company should be providing you with a business grade service.
Residential grade BT service is not designed for people working from home.

Re: No internet

JENNYB31 — Wed, 01 Jan 2025 18:00:50 GMT

I have the EE backup hub which is not working either. Its my internet set up not the companies and yes if I knew it would be an issue I would have asked for it. I have been given the run around by BT as nobody there can sort it and just pass me on to someone else and I have to keep explaining it again as the previous person just transferred me without telling them what the issue was before they transferred me.

Re: No internet

gg30340 — Thu, 02 Jan 2025 14:02:56 GMT

Perhaps if you answered the questions asked for in message 2 it might help to diagnose what the problem is and if any help can be given by the forum members.

Re: No internet

JENNYB31 — Thu, 02 Jan 2025 19:43:47 GMT

I did answer!

Re: No internet

licquorice — Thu, 02 Jan 2025 19:54:48 GMT

No you didn't, read the questions again.

Re: No internet

gg30340 — Thu, 02 Jan 2025 21:09:47 GMT

@JENNYB31 wrote:

I did answer!

If you did answer these questions :-"Which hub do you have? What colour lights are showing? Are you on hybrid fibre (FTTC) or on full fibre (FTTP)? Or are you on ADSL?" can you point us to where you answered them because I can't see the answers.